Most emergencies and crises are, by definition, difficult to prepare for. That doesn’t mean you should improvise your response. Plan for the unexpected by studying this advice for keeping your head when all about you are losing theirs:

• Stay calm. Employees are looking to you for strength. You may feel rattled inside, but do your best to project an image of composure even while you’re thinking about what to do.

• Listen to people. Employees and customers want to know that you’re taking the problem seriously. Pay attention to their stories, as long as you take note of the relevant facts. You need accurate information to get to the bottom of the mess.

• Slow things time. You have more time than you might think to come up with a solution (in most cases). Don’t jump to conclusions nor make a snap decision. Encourage people to compose their thoughts and take enough time to gather all the data you need.

• Stay visible. If employees think you’re hiding in your office and avoiding questions, they’ll doubt your leadership abilities. It may be difficult, but be ready to answer questions promptly and honestly to show you have confidence in your organization’s position and your employees’ ability to solve the problem.

• Communicate. This advice should permeate everything you do. Tell everyone affected by the emergency as much as you can about what’s going on. If you don’t have an answer, say so—then find out. Without good information, people will speculate on your actions and motives. But being straight with employees and other stakeholders shows that you’re on top of the situation and working to resolve it successfully.

—Adapted from the Bloomberg Businessweek website