When the CEO of the world’s #2 bank says there is no such thing as an “off the record” comment to the media, you can take it as gospel. A while back, Jamie Dimon, chairman and CEO of JPMorganChase, addressed 200+ members and guests of the Financial Women’s Association. When he was introduced, the audience
No doubt presentation training will help you to improve your delivery when you’re in front of an audience. But you’re only human, so sometimes things can go wrong – very wrong. If that ever happens, laughing at yourself can be the best medicine. Turn Off Your Microphone Unless you’re made of stone, you will be
A lot is being said and written about being authentic because so many people aren’t. Think about a police chief who fudges his department’s response to a crisis. Or, government and corporate leaders that promise one thing and then do another. What is Authenticity? Authenticity means being real or genuine, and telling the truth. You
When a crisis hits, individuals don’t really hear the words of reassurance. They tune in with their feelings. Health authorities repeatedly explained to the public that you can only get contaminated with the Ebola virus through direct contact with bodily fluids. But surveys uncovered that a greater part of Americans feared they can get the
The conventional wisdom for media interviews is that you never say “no comment” when a reporter asks you a question you can’t or don’t want to answer. You Must Answer the Question Of course, you can’t give the journalist confidential organization information, or remark during the very period going before an initial public offering (IPO).
Not to be cynical, but the recent past hasn’t been so encouraging if you still believe that trust and integrity count in this world. Not so long ago, CNN released the contents of the late Lybian Ambassador Christopher Stevens’ personal journal, after reportedly assuring his family that it wouldn’t. Commenting on the CNN brouhaha, a spokesperson
Do you have a loose tongue? Do you open your mouth and start making indiscreet and potentially embarrassing remarks that will come back to haunt you? You can avoid what’s also called “diarrhea of the mouth” by thinking before you speak.
Donald Trump has yet to learn to think before he speaks but two public figures learned this the hard way in the recent past.
Have you examined your crisis communications plan lately? Is it up to date? Do you even have a crisis plan in place? Apple, the company that invented the smart phone, was dumb about the way it handled the instant crisis of the awful Maps app on its iPhone 5. You don’t want to find yourself
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,
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
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