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In this Business Skills 360 lesson we take a look at the language we use in a crisis. In our last two lessons (BEP 179 and BEP 180), we listened to a team dealing with a serious crisis: an accident at a factory. You probably noticed how some of the people are quite careful about the words they use.

在这节商业技巧360中，我们来看下危机中使用的语言。在上节课中，我们听到了一个团队在处理发生在工厂的事故。你可能会注意到有些人对说的话非常谨慎。

A crisis is a sensitive situation. Emotions are running high and people are on edge. There is thepotential for conflict if you do or say the wrong thing. At the same time, the clock is ticking and you may not have time to manage everyone’s feelings. For these reasons, you have a very fine balancing act between being diplomatic and being direct.

危机是敏感的状况。情绪占上风，人们处在边缘。如果你说错或做做了事，就有可能带来冲突。同时，时间紧迫你可能没有时间来控制每个人的情绪。因为这些原因，你需要在老练和直接间把握好平衡点。

So, when should you be diplomatic and when should you be direct? Well, you need to assessthe situation and determine which is best. Diplomatic language can protect people’s feelings. It can also avoid conflict and build trust. Those can all be very important in a crisis, when everybody needs to be on board with a plan. On the other hand, direct language can show a sense of urgency and seriousness, and it can prevent confusion. Those are also important in a conflict, when things must happen quickly and misunderstanding is just not an option. Remember that to be a good crisis manager, you need to adapt your style and strategy to the situation.

那什么时候应该老练，什么时候应该直率呢?你应该评估情况并来决定如何面对。老练的语言能保护人们的感情。也能避免冲突并建立信任。在发危机中大家共同执行一项计划时，它很重要。另一方面，直接的语言能表示紧急和严重性，也能避免混乱。在危急中，必须迅速行动时，能避免误解。记住要想掌控好危机，你需要根据状况来调整方式和策略。