How a Manicurist Nicked a Finger and Started a Crisis

The Brewing Crisis

The Brewing Crisis

True story: a manicurist in the beauty salon of a five-star hotel, part of a global chain, accidentally nicked a patron’s finger. She ignored the customer’s complaint because she thought the cut was too small to worry about.

Next, the customer reported the incident to the salon’s manager and then the hotel’s management. They, too, waived aside her complaint. …Read more…

Crisis Communications When an “Act of God” Strikes

Act of God Crisis

Act of God Crisis

What do you do when, through no fault of your organization, an Act of God causes a crisis that harms your employees or your customers?

When Hurricane Irene wreaked havoc along the Atlantic Coast a couple of summers back,  people coped with the horrific aftermath for months. Utility companies faced a barrage of criticism for their handling of power outages that lasted for days and weeks for thousands of customers. …Read more…

Effective Crisis Management Means Sweating the Small Stuff

The phone rings and you pick it up to answer the call you never want to get. Your organization has a full-blown Instant Crisis.

Crisis Communications

There is the danger of permanently damaging your brand if you don’t manage the crisis communications effectively. Every company should research and understand the threats its faces and plan accordingly.

Emergency Response Plan

Your organization should have an emergency response plan in place for the three crises that occur most often – the Instant Crisis, an Act of God, and a Brewing Crisis. The plan must include crisis communications. No matter the crisis, it’s essential to be on top of every detail by sweating the small stuff that can come back to bite you if not handled correctly. …Read more…

So What’s the Difference Between Media and Presentation Training? And Why Does it Matter?

What’s the big deal about what you call a training session? Actually, the distinctions between different types of training are a big deal. Many people will ask for media interview training when they really need presentation training and vice versa.

Even the Public Relations Society of America, in the brochure promoting its 2011 International Conference, got the two confused in this workshop listing:

“Media Training: Enhancing Speaker Presence,
Controlling the Interview Process

The most successful speak powerfully, knowledgeably
and succinctly – all thanks to media training . . . “

…Read more…