Leading While Always Communicating

Leading While Always Communicating

Critical takeaways: Strategic communicators will need to find ways to keep their CEOs leading while always communication and visible to people who matter Humility, generosity and engagement are crucial leadership characteristics in this time of COVID-19 Great...
Saying Hard Things – Focus on a Bigger Picture

Saying Hard Things – Focus on a Bigger Picture

Critical takeaways: In a crisis, organizations should aim to be understood, not loved. Focus on a bigger picture to meet reasonable people’s expectations for a responsible organization. Spend your efforts communicating to the reasonable 80% and not over-indexing for...
Saying Hard Things – Own the Disappointment

Saying Hard Things – Own the Disappointment

Critical takeaways: Saying hard things will inevitably disappoint people who matter. We cannot write magic words that will somehow keep people from being upset. We must own the disappointment. Our five-point Framework for Saying Hard Things can help soften the blow of...
Crises Are Inevitable but Learning Isn’t

Crises Are Inevitable but Learning Isn’t

Critical takeaways: Crises are inevitable, but it takes effort to learn from them and apply them to the next crisis. Create an inventory of all the decisions, policy changes and communications from the past three months, and evaluate the successes and misses. Schedule...
A Lot of Extra Work

A Lot of Extra Work

Critical takeaways: Communicators will have to do a lot of extra work to tell the story of how we come back from COVID-19. Specific audiences should receive specialized messages that address their particular needs, but those need to be consistent and fit the themes of...
Communicating and Defending a Mask Policy

Communicating and Defending a Mask Policy

Critical takeaways: Setting customer expectations is critical to maximizing acceptance of COVID-19 policy changes, and communicating clearly is the key. The reputation risk of mask policies should be evaluated as a balance between the strategic risk of requiring a...
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