Displaying posts from the Crises category
It will take months, perhaps years, of meeting stakeholders’ expectations to restore trust in the NFL and its commissioner. These four principles show how.
Urgency makes sense when grappling with a safety defect, but not necessarily when facing a customer convenience issue. Conversely, cost becomes a challenge for a customer convenience issue, but not at all when grappling with a safety defect. Herein lies what may finally be an explanation to the otherwise incomprehensible behavior at General Motors
by Helio Fred Garcia About two years ago, just before the publication of The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively, I began teaching as a guest speaker in the Public Affairs Leadership Department at US Defense Information School (DINFOS) at Fort George G. Meade, Maryland. I am usually the […]
On the Wednesday after the mass shooting at Sandy Hook Elementary School in Newtown, CT, President Barack Obama called for changes in gun laws to prevent similar tragedies in the future. He said: “We may never know all the reasons why this tragedy happened. We do know that every day since more Americans have died […]
Even as America mourns and tries to make sense of Friday morning’s massacre in Aurora, Colorado, there are some lessons emerging on appropriate — and inappropriate — response to tragedy. Context Drives Meaning Context drives meaning. Words, actions, or events that are perfectly appropriate one day may be wildly inappropriate, distasteful, offensive, or even inaccurate […]
Two years ago yesterday BP CEO Tony Hayward inadvertently got his wish when, in the thick of the Deepwater Horizon disaster, he told a press conference, “I want my life back.” He was sacked soon thereafter. In the battle for public opinion – for trust, support, the benefit of the doubt – Hayward lost. It […]
CommPro.biz excerpted Chapter 2 of the Power of Communication, focusing on the need to take audiences seriously: Will We See a Netflix Summer Sequel? How Brands Can Rebuild Trust and Inspire Loyalty Posted on May 21, 2012 in Crisis Communications, Public Relations By Helio Fred Garcia, Author, The Power of Communication: Skills to Build […]
FastCompany excerpted Chapter 9 of the book: Audiences: Attention, Retention, and How Hearts and Minds are Won: Expert Perspective Hijacking Emotion Is The Key To Engaging Your Audience BY Helio Fred Garcia | 05-08-2012 | 9:45 AM This article is written by a member of our expert contributor community. The default to emotion is part […]
Friends, I’m very pleased to announce the pending publication of my new book, The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively. It is being published by FT Press/Pearson. The formal publication date is May 6, but pre-orders are available now for both print and e-books, individual or bulk […]
I have just returned from two weeks of teaching in China, and it has gotten me thinking.