Follow the leader, not the boss
On September 29, 2015
Every crisis team needs a good leader but sometimes this is the person you least expect. A crisis simulation begins and like clockwork the group turns to the most senior staff member – their CEO – for direction and control. Without question, the CEO adopts the position of crisis team leader. There is no discussion...
Malcolm Turnbull’s secret weapon
On September 15, 2015
‘We need a style of leadership that explains the challenges and opportunities. A style of leadership that respects people’s intelligence and explains the issues. We need advocacy, not slogans’, said Malcolm Turnbull as he announced his leadership challenge. And so the gauntlet has been laid down. Will the communication skills of Malcolm Turnbull be able...
Organisational resilience: a case study of low resilience
On September 8, 2015
What do you do when the rats start to abandon ship? Is this a sign the ship is sinking or has it sprung a repairable leak? We are currently working on an interesting incident that has demonstrated the fragility of the organisation. Having done the wrong thing, and then been discovered, the small organisation went...
Should organisations cover up bad behaviour?
On August 27, 2015
A CEO did a bad, bad thing. The board immediately investigated and found that there was enough evidence to dismiss him. The chair confronted the CEO and he offered his resignation. The board accepted and the job was done. Or maybe not. What is the message for staff, clients, regulators, funders and others? Perhaps it’s...
Death and destruction-The Thailand bombing
On August 19, 2015
I just don’t get where we have gone wrong. What motivates people to kill and injure hundreds of people? Thailand, Syria, Iraq, Kenya, America and the list could go on. I am no expert in foreign politics but it seems to me that our society is degenerating. We seem to have lost our connectedness, our...
A genuine apology- A stark contrast in crisis communication
On August 10, 2015
The day after I wrote a blog about a feeble apology from Jon Faine (after his interview with the lawyer of a bullying victim) a letter from Scotch College came across my desk. It was a stark comparison. I wanted to congratulate the school for what I think is a genuine and heartfelt apology. Why...
The Usain Bolt of crisis communication
On August 3, 2015
To state the obvious; effective and efficient communication during a crisis is an absolute imperative. It is essentially what underpins the safety of people, the ability to protect the strength of your stakeholder relationships and the difference between coming out of a crisis with your reputation intact, or not. Crisis teams need to be able...
Crisis response – spin doctors or Action Jacksons?
On July 6, 2015
During a crisis response, actions will always speak louder than words. I had an interesting discussion with a client recently. Caught up in a major issue that has the potential to impact their reputation, they asked me what message I thought they should focus on. ‘Listen, learn and prevent it happening again’ was my response. ...
Practice makes perfect (sense)
On July 1, 2015
In a recent tragedy, several children died. The crisis team of a long-term client swung into immediate action. Within 45 minutes, the client’s response was prepared. Genuine messages of condolences, tributes on site, staff counselling and more. The team worked seamlessly, each knowing their role, and no one needed to refer to their crisis manual....
Setting objectives during a crisis
On February 9, 2015
Failure to set and agree on clear objectives seems to cause problems for many, especially when they need to be SMART (Specific Measurable, Achievable, Realistic and Timely). The same applies in a crisis. Recently, in the midst of an organisational crisis, I experienced the same. It resulted in some confusion when it came to the...