Soft skills in a hard world: Why emergency management and business continuity leaders must update their professional toolbox.

In today's rapidly changing threat environment, especially amid the COVID-19 pandemic, the roles of emergency management (EM) and business continuity (BC) professionals are continuously evolving. Today's EM/BC professional has become more mission-critical than ever, with their position placed under a spotlight as companies of all sizes prepare themselves for the next unknown, but inevitable, crisis. A common problem, however, is that many professionals with the requisite hard skills lack a light touch when it comes to communicating the goals they are striving to achieve. This paper discusses the importance of soft skills for the crisis management guru. The paper lays out which of the multitude of soft skills are the most critical, outlining ways for EM/BC professionals to build, utilise and maintain their soft skills, with case studies that exemplify the use or misuse of such skills.