--- title: Crisis Communications 101 for Onsite Managers description: "Crisis communications for onsite managers: tools, common mistakes, and a checklist to protect your property’s reputation." image: https://www.danburymarketinggroup.com/hubfs/Danbury%20Marketing%20-%20Blog%20Feature%20Image%20-%20Cover%20Image%20(1200%20x%20630%20px)%20(1)-1.png --- [Skip to content](https://www.danburymarketinggroup.com/blog/crisis-communications-for-onsite-managers#main-content) [![Danbury Marketing](https://www.danburymarketinggroup.com/hs-fs/hubfs/Danbury%20Marketing%20%20Logo%20(1000%20x%201000%20px).png?width=1000&height=1000&name=Danbury%20Marketing%20%20Logo%20(1000%20x%201000%20px).png)Homepage](https://www.danburymarketinggroup.com/) - [Home](https://www.danburymarketinggroup.com/) - [Services](https://www.danburymarketinggroup.com/services) - [Public Relations](https://www.danburymarketinggroup.com/public-relations) - [Digital Marketing](https://www.danburymarketinggroup.com/digital-marketing) - [About Us](https://www.danburymarketinggroup.com/about-us) - [Insights](https://www.danburymarketinggroup.com/blog) - [Contact Us](https://www.danburymarketinggroup.com/contact-us) [Get Started](https://www.danburymarketinggroup.com/contact-us) - [Home](https://www.danburymarketinggroup.com/) - [Services](https://www.danburymarketinggroup.com/services) - [Public Relations](https://www.danburymarketinggroup.com/public-relations) - [Digital Marketing](https://www.danburymarketinggroup.com/digital-marketing) - [About Us](https://www.danburymarketinggroup.com/about-us) - [Insights](https://www.danburymarketinggroup.com/blog) - [Contact Us](https://www.danburymarketinggroup.com/contact-us) [Get Started](https://www.danburymarketinggroup.com/contact-us) ![Security professional holding a walkie-talkie with their hand](https://www.danburymarketinggroup.com/hs-fs/hubfs/Danbury%20Marketing%20-%20Blog%20Feature%20Image%20-%20Cover%20Image%20(1200%20x%20630%20px)%20(1)-1.png?width=1200&height=630&name=Danbury%20Marketing%20-%20Blog%20Feature%20Image%20-%20Cover%20Image%20(1200%20x%20630%20px)%20(1)-1.png) Tuesday Tips # Crisis Communications 101 for Onsite Managers ![Melissa Napolitano](https://www.danburymarketinggroup.com/hs-fs/hubfs/1628726306747.jpg?width=48&height=48&name=1628726306747.jpg) Melissa Napolitano October 7, 2025 When the unexpected happens at a property, all eyes turn to the onsite team. Whether it’s a weather event, safety concern, or operational disruption, property managers are often the first line of defense—not just in operations, but in communications. How you handle the first few hours of a crisis can set the tone for how the property is perceived by tenants, shoppers, and the community. The truth is simple: **crisis communications is about being prepared before you need to be.** --- ## The Onsite Manager’s Role in a Crisis As an onsite leader, you are not expected to have all the answers in the moment—but you *are* expected to have a plan. Your role is to stabilize the situation, protect the property’s reputation, and provide accurate, timely information to the right people. That means knowing what to say, who to call, and when to escalate. --- ## Three Must-Have Tools in Your Crisis Toolkit 1. **Holding Statement Templates** A holding statement is a brief, pre-approved message you can release quickly while more details are being gathered. It helps you acknowledge the situation without speculating. Example: *“We are aware of the incident at \[Property Name\] and are working closely with authorities. The safety of our shoppers, tenants, and staff is our top priority. We will provide updates as more information becomes available.”* 2. **Contact Tree** A clear list of who needs to be notified and in what order—ownership, security, tenants, media relations team, local authorities—saves time and prevents missteps. 3. **Media Inquiry Protocol** Establish one point of contact for press inquiries. Onsite staff should be trained to politely direct reporters to the designated spokesperson, ensuring consistency and accuracy in all communications. --- ## Common Pitfalls to Avoid - **Speaking off the cuff.** Even well-intentioned comments can be misquoted or misinterpreted. Stick to approved messaging. - **Ignoring media calls.** Silence can be seen as avoidance. A simple acknowledgment goes a long way. - **Forgetting tenants.** Your tenants are key stakeholders. Keep them informed so they can support your efforts, not undermine them with misinformation. --- ## A Quick Checklist for Onsite Managers - Do you know where to find your property’s holding statement template? - Do you have an up-to-date contact tree (including after-hours numbers)? - Has your team been trained on media protocols? - Are your tenants aware of how information will be shared during an emergency? If you answered “no” to any of the above, now is the time to act. --- ## Final Thoughts Crisis communications isn’t about having the perfect statement ready for every scenario. It’s about creating a framework that allows you to respond quickly, calmly, and consistently. By putting the right tools in place today, you’ll be better equipped to protect your property’s reputation tomorrow. Because when a crisis hits, the question isn’t *if* you’ll be asked for answers—it’s *how prepared you’ll be to give them.* ## Share this post [mailto:https%3A%2F%2Fwww.danburymarketinggroup.com%2Fblog%2Fcrisis-communications-for-onsite-managers](mailto:https%3A%2F%2Fwww.danburymarketinggroup.com%2Fblog%2Fcrisis-communications-for-onsite-managers) ## Keep reading ### [![A person in a suit cuts a red ribbon with large red-handled scissors, while others clap in the background.](https://www.danburymarketinggroup.com/hs-fs/hubfs/Event%20PR%20Essentials%20How%20to%20Promote%20Tenant%20Events%20and%20Maximize%20Attendance.png?width=1200&height=630&name=Event%20PR%20Essentials%20How%20to%20Promote%20Tenant%20Events%20and%20Maximize%20Attendance.png) Tuesday Tips Event PR Essentials: How to Promote Tenant Events and Maximize Attendance](https://www.danburymarketinggroup.com/blog/event-pr-essentials) ### [![Crisis management team prepares for incident ](https://www.danburymarketinggroup.com/hs-fs/hubfs/Crisis%20Response%20%E2%80%93%20Do%E2%80%99s%20and%20Don%E2%80%99ts%20in%20the%20First%20Hour.png?width=1200&height=630&name=Crisis%20Response%20%E2%80%93%20Do%E2%80%99s%20and%20Don%E2%80%99ts%20in%20the%20First%20Hour.png) Tuesday Tips Crisis Response – Do’s and Don’ts in the First Hour](https://www.danburymarketinggroup.com/blog/crisis-response-first-hour) [![Danbury Marketing Logo ](https://www.danburymarketinggroup.com/hs-fs/hubfs/Danbury%20Marketing%20Logo%20All%20Blue%20(1500%20x%201500%20px).png?width=250&height=250&name=Danbury%20Marketing%20Logo%20All%20Blue%20(1500%20x%201500%20px).png "Danbury Marketing Logo ")](https://www.danburymarketinggroup.com/) - [Home](https://www.danburymarketinggroup.com/) - [Services](https://www.danburymarketinggroup.com/services) - [About Us](https://www.danburymarketinggroup.com/about-us) - [Insights](https://www.danburymarketinggroup.com/blog) - [Contact Us](https://www.danburymarketinggroup.com/contact-us) --- [Privacy Policy](https://www.danburymarketinggroup.com/privacy-policy) · [Legal](https://www.danburymarketinggroup.com/terms-conditions) · © 2025 Danbury Group LLC. 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