Every organization, no matter how well-run, will eventually face a crisis. Whether it’s a tech failure, a public relations issue, or an unexpected absence in leadership, how the team responds in those critical moments can make all the difference.
Personal and Executive Assistants are often the unsung heroes in these situations—quickly adapting, maintaining calm, and ensuring continuity. With the right mindset and tools, you can become a pillar of strength and stability during a crisis.
What Is Crisis Management?
Crisis management is the process of preparing for, responding to, and recovering from unexpected disruptive events. It involves swift decision-making, clear communication, and effective coordination under pressure.
There are typically three phases:
- Pre-Crisis (Preparation & Prevention)
- During Crisis (Response & Containment)
- Post-Crisis (Recovery & Reflection)
While many think of CEOs or PR teams during a crisis, assistants are often on the front lines, ensuring leaders stay organized, teams remain informed, and operations continue.
Why Crisis Management Matters for Assistants
In high-stress situations, people look for calm, clarity, and confidence. Here’s where your role becomes indispensable:
- You’re Often the First to Know
PAs and EAs are closely connected to leadership and internal operations. You may be the first to:
- Hear about an issue
- Notice something off
- Receive urgent calls or emails
Being alert and responsive in these moments is crucial.
- You Are a Central Communication Hub
You help control the flow of information between executives, staff, and external stakeholders. Your ability to:
- Share accurate updates
- Manage messaging
- Keep records of key decisions
is vital during a crisis.
- You Keep the Machine Running
While others are dealing with the bigger picture, you:
- Handle logistics
- Monitor shifting schedules
- Ensure nothing slips through the cracks
- You Offer Emotional Stability
Your calm demeanor can reassure stressed colleagues and provide a sense of normalcy, even when things feel chaotic.
Key Crisis Management Skills for Assistants
- Stay Calm Under Pressure
Practice mindfulness or breathing techniques to remain grounded when tensions rise. - Be Proactive
Don’t wait to be asked—offer help, anticipate needs, and take initiative. - Communicate Clearly
Use direct, concise messaging. Confirm facts before forwarding information. - Prioritize Ruthlessly
Know what’s urgent, what’s important, and what can wait. - Document Everything
Keep notes of key decisions, changes, and conversations for post-crisis evaluation.
How to Prepare Before a Crisis Hits
Preparation is everything. Here are steps you can take right now:
- Know the Plan
Ask if your company has a crisis management plan. Familiarize yourself with it and your expected role. - Build a Contact List
Have an up-to-date list of emergency contacts, stakeholders, and backup vendors. - Prepare Templates
Draft templates for emails, messages, or status updates you may need in a hurry. - Back Up Data
Ensure essential documents, calendars, and contact lists are safely stored and accessible from multiple devices. - Train with “What-If” Scenarios
Walk through possible crisis scenarios with your executive and practice response strategies.
What to Do During and After a Crisis
During:
- Keep information flowing.
- Stay in sync with leadership.
- Stick to the facts—no assumptions or speculation.
- Protect confidentiality.
After:
- Support post-crisis debriefs.
- Help document lessons learned.
- Assist in revising future protocols.
In Summary
In times of crisis, you don’t need to have all the answers—you need to be dependable, prepared, and level-headed. Your presence can bring order to chaos and ensure your executive has the support they need to lead confidently.
Crisis management may not be listed in your job description, but when the storm hits, your skills, presence, and professionalism will speak volumes.
