Displaying posts from the Crisis Management category
Just as community can play a vital role in the success of a neighborhood’s disaster response, community can also strengthen a company’s response to crisis.
Iris Wenting Xue took up the modeling challenge in her NYU capstone, developing 10 Cs that help leaders and their advisors to understand public apologies.
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 Communication has power. But as with any powerful tool, if misused it can easily be dissipated or cause self-inflicted harm. The Harvard University Distinguished Service Professor, and former Dean of the Kennedy School of Government, Joseph Nye, defines power as the ability to get what you want. In his 2001 book […]
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 […]
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 […]
Over the past 8 months I have had the good fortune to spend time in Beijing, Paris, Zurich, and Marrakech, Morocco, speaking with leaders of governments, the military, religious institutions, humanitarian organizations, universities, and other social institutions. And in my travels I detected something I hadn’t noticed before: a meaningful deterioration in the regard with […]
Friends, I am pleased to announce that The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively is now in circulation!