3 Ways Being a Crisis Counselor Made Me a Better Communications Expert

The following article was cowritten by Chat GPT and Amy Marquis, who provided her expert perspective, prompt engineering, copywriting support and copyediting.

Being a #communications professional is not all sunshine and rainbows. Sometimes, it can get pretty stressful, especially when it comes to crisis communications. My volunteer work as a crisis counselor with Crisis Text Line has been the key to developing essential professional skills when it comes to how to handle a crisis. 

You might be thinking, "Why on earth would someone volunteer to deal with other people's crises when they're already dealing with it at work?" For me, it's simple. I enjoy a challenge, and I like the idea of using my skills to contribute to something bigger than myself. When I signed up to become a #volunteer crisis counselor, I knew I wanted to give back, but the one thing I didn't anticipate was how much I would gain.

Working as a crisis counselor has been an invaluable learning experience. It has boosted my #emotionalintelligence immeasurably. #EQ is a life skill I've come to count on, both in my personal and professional lives. From connecting with family and friends to collaborating with coworkers to managing an actual public relations crisis, my training as a crisis counselor has given me so much more than I ever could have guessed.

1. Empathy: Crisis counseling has taught me how to really listen when someone is communicating. It's taught me about #empathy — how understanding at the heart of authentic connection. So, when a crisis does come up, I don't just have the words I need, I'm able to find my way to the same headspace as those who are most affected.

2. Clarity: Crisis Text Line gives its counselors 160 characters for each message we send to a texter in crisis. That limit forces us to be concise and clear. As communications professionals, we know that in a crisis, people need clear, concise and accurate information. They need to know what's happening, what's being done about it, and when they'll learn more. This becomes especially true when communicating with external stakeholders, like customers, the general public or the media. 

3. Foresight: Another important aspect of crisis counseling is the ability to anticipate and manage potential crises before they occur. It's like being a psychic but without a crystal ball. By identifying warning signs and potential triggers, you can develop plans and strategies to address crises quickly or even proactively. Making a plan ahead of a crisis is the best way to take measured action when things are moving fast.

Working with people in crisis has been rewarding. It has given me so much more than I ever expected — a sense of fulfillment and a feeling of empowerment. But it has also been an invaluable tool for my professional development as a communications professional. It's boosted my professional skillset, helping me to gain the insights necessary to effectively communicate in times of crisis and to anticipate and manage potential crises. So, if you're a communications professional looking to level up, I highly recommend volunteering as a crisis counselor.

Crisis Text Line is a national organization that has been providing free, confidential crisis counseling services via text message since 2013. It's staffed by more than 20,000 trained volunteer crisis counselors who are available 24/7 to provide support to people in crisis. The service is available in he United States, United Kingdom, Ireland, and Canada to anyone who is in need of support, regardless of their age, gender, or location. You can reach Crisis Text Line by texting "HELLO" to 741741 in the United States.

Become a volunteer with Crisis Text Line >>

This article was originally published on LinkedIn.