By Pat Muller, Ready 2 Respond Trainer
During a crisis, clear, real-time communication can mean the difference between swift recovery and prolonged disruption. Whether it’s a burst pipe in a critical area, a power outage, or an HVAC failure, facility managers must ensure teams respond quickly, efficiently, and with the correct information.
Miscommunication or delays can compound damage, increase downtime, and escalate costs. To prevent this, facility teams must implement clear protocols, leverage reliable communication tools, and ensure staff are trained to relay updates quickly and effectively. Here are practical tips to enhance real-time communication when the stakes are high.
1. Establish Communication Protocols
In an emergency, confusion over who to contact or how to escalate an issue leads to costly delays. Every team member should know:
- Who to notify first in different scenarios
- What communication method to use, whether it’s radio, phone, or mobile app
- How to escalate unresolved issues to leadership without unnecessary back-and-forth
One of the simplest ways to eliminate uncertainty is to create a quick-reference flowchart outlining response steps for everyday emergencies. Keeping this guide visible in various locations ensures teams can act immediately when an issue arises.
2. Leverage the Right Tools
Facility teams operate in diverse environments, from mechanical rooms to sprawling complexes, where cell signals can be unreliable and messages may go unread. A strong communication system should be:
- Instant and accessible
- Resilient in power outages (with backup systems in place)
- Integrated into daily operations
Tools like two-way radios, messaging apps, or facility management software with real-time communication features allow teams to stay connected. Ensuring these tools are easy to use and tested regularly for reliability is also crucial.
3. Use a Centralized Command System
When multiple teams respond to an emergency, scattered information leads to duplication, missteps, or missed critical updates. Centralizing communication prevents duplication and confusion – and ensures important details aren’t lost in the shuffle.
This approach works best when an incident leader or base of command is designated to monitor incoming issues, prioritize actions, and disseminate updates. During a water damage event, for example, a centralized reporting system that logs moisture readings, affected areas, and ongoing actions in real time ensures that decisions are based on the latest, most accurate information.
4. Keep Messages Concise and Specific
During emergencies, every second counts. Teams should be trained to communicate using concise, actionable instructions.
For example, instead of saying, “There’s water in the hallway – we’re working on it,” a clearer message would be: "Water leak detected near Room 215. Shutoff valve closed, extraction in progress. ETA 20 minutes for full containment.”
Training staff on structured messaging helps avoid unnecessary chaos and confusion.
5. Train and Conduct Regular Drills
Frequent drills help teams practice communicating under stress. Without regular practice, even the best-laid protocols can break down during an actual event.
Drills that simulate high-pressure scenarios help teams refine protocol execution and become familiar with tools. Beyond sharpening technical skills, these exercises build confidence so team members can act decisively.
Building a Culture of Preparedness
Improving real-time communication minimizes downtime and ensures safety and operational continuity during emergencies. By combining preparation, the right tools, and continuous training, facility managers can foster a responsive, organized team ready to tackle high-pressure situations.
Contact R2R for help with refining emergency protocols and implementing customized team training. For drying after water damage tips, follow us on LinkedIn and subscribe to our Facility Insights newsletter.
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