After calling it a day I was on my way home using the metro. The train at the connecting station was late and because I wasn’t the only one trying to get home the platform filled up. As the train finally arrived there was a lot of crushing. The conductor shouted raspy “The next train is just behind. Be patitent.”

I decided not to play sardine so I behaved and waited.

Yes! The next train was only half-full and I got into it happily. Unfortunately the train did not leave the station. The conductor or someone else in the first wagon collapsed. It took the ambulance a while to get to the patient so the platform was filling fast.

Your audience now is best described as an irritated, exhausted, partial drugged blob.

Time for the grand entrance of an uniformed transportation employee. Like a commander on the battlefield he analyzes the situation and begins to shout “Leave the station. Fast. Now.”

Wow! Of course the mob moved in all directions, rumors of bombs and poison evolved and babies began to cry.

Ok, maybe I exaggerate the situation a little bit, but really: I just had to think about the way the situation was communicated.

What can we learn from the story?

1. Be careful how you give news, especially when they are bad.
2. Don’t undererstimate the power of a crowd
3. Don’t overestimate the ability of others to sum up a situation which is clear for you

… and it took me 90 additional minutes to arrive at home.