Tag Archives: training

communications coaching

The bridge from nowhere

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If you’ve been through a communications coaching or media training session, it’s likely you’ve heard the importance of this formula when asked a difficult question:

Answer  →  Bridge  →  Message

During coaching sessions I’ve conducted, I’ll often get asked “Is this what politicians do?”  My stock answer:  “Some adopt this formula.  Many do not answer the questions, however.  They simply bridge to their messages regardless of the questions.  And you shouldn’t do that.”

This week, Rep. Anthony Weiner provides a vivid example of why “bridging from nowhere” is not recommended:

The public is tiresome of these shenanigans.  It’s spin.  I suspect most news outlets will only take a representative seven-second clip from this.  Kudos for ABC News for showing the entire interview.  In doing so, the public can see how Weiner tries several times to completely avoid the questions, often using the same (weak) bridges. 

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communications coaching

A simple body-language “swing thought”

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You’ve probably heard that body language is important when communicating. 

How important?  UCLA Professor Emeritus of Psychology Albert Mehrabian believes that non-verbal communication accounts for more than 50% of the success of getting your message across.  (To be exact, Mehrabian believes that words account for 7%, tone of voice 38%, and body language accounts for 55% of a listener’s ability to warm up to you or your message.)

There are nearly twenty non-verbal cues that make the difference between bad and great body language for communicators.  However, when I conduct communications training/coaching sessions, I typically don’t share that list at the beginning of a session.

Why?  I’m a golfer. 

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"Three Tough Q's" Interview Series

Three Tough Q’s: Drew Levinson

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This blog was only six months old when I was contacted by Drew Levinson, who asked if I would help him learn more about the profession of crisis management.  Drew was certainly no stranger to crises.  As a broadcast correspondent for CBS News, Drew covered terrorist attacks in New York City, Hurricane Katrina, the crash of the Concorde, the Columbine tragedy, and the U.S. Airways “Miracle on the Hudson.”  Drew wanted to take that experience “over the fence” to become a crisis communications consultant.  We made a gentlemen’s agreement to continue talking.  A short time later, we’ve partnered on a few crisis-focused media coaching assignments. 

Drew’s a terrific guy with an insatiable inquisitive spirit – great qualities for journalists and crisis managers alike.   I decided it was time to turn the tables on Drew – to put the microphone and spotlight on him by asking these Three Tough Q’s:

 

Q1:  Based on your experiences and opinion, how common is “thesis journalism,” where more than 50% of a story is written before a company spokesperson is interviewed about a crisis situation?

It’s extremely common.  Most crisis situations are sudden and ongoing breaking news stories.  Therefore the correspondent’s job is to get information to the public as quickly as possible.  That means getting visuals and getting someone to talk.

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planning and prevention

8 bullseye tips on social media from the U.S. Army

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Earlier this month, the U.S. Army Social Media Handbook was released to the public.  It is a solid guide of practical tips for anyone engaging in digitally networked dialogue, whether for personal or professional use.

Many of the tips promote networking caution in the interest of saving lives on the battlefield (and at home) and also to save individual and troop reputation.  From a crisis management standpoint, I thought these eight tips were standouts:

1.  “All leaders must communicate social media expectations…” (p. 4)

So many organizations provide protocols that define out-of-bounds online behavior for social networking.  It’s probably equally beneficial to illustrate the expected behavior.  This approach provides the most clarity if the organization is pressed to take corrective actions.

2.  Warnings on geotagging and location-based social networking (p. 5)

These warnings may be obvious to protect troop locations.  Perhaps it is less obvious to consider how this seemingly innocent location-disclosure can harm personal privacy or sensitive corporate information.  As one example, keep in mind that hackers love to collect information – including where you’ve been and when – before they infiltrate.

3.  Online relationships – keep it professional (p. 6)

Following this very obvious guideline can keep many corporate executives out of HR trouble, or out of the courtrooms. 

Army Social Media Handbook 2011
opinion and insights

2011 crisis management trends

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Public Relations Tactics, a monthly publication of PRSA, interviewed me and other PR veterans to solicit 2011 trends.

For those that don’t subscribe, here were my three published prognostications:

  • The “forced transparency” birthed by WikiLeaks (and likely to be copied by many others) will cause crisis management challenges for businesses everywhere.
  • Social networking crisis planning will evolve from “separate addendum pages” to more fully integrated with every aspect of crisis management.
  • The importance of the crisis plan was finally understood last decade; I hope the importance of experienced crisis leaders and teams must be as widely understood in the next.

As an added bonus to my blog followers, here’s one 2011 trend that PRSA did not print:

  • I think Shonda Rhimes’ new TV show (about “crisis PR”) will finally set the record straight on the real world of crisis management:  spinning celebrity stories over a cellphone during wanton make-out sessions in a booth of an expensive restaurant!  YEAH!

 

Were there any trends I may have missed?  Use the comments section below, please.

Jan. 25 update:  Ketchum President Rob Flaherty provides his thoughts on “The Changing Crisis Management Landscape” through this podcast done for American Airlines’ audio series called “The Executive Report.”