Crisis Ahead (Edward Segal)

In this inaugural episode, you will find out the benefits of having a crisis management plan, the six things company executives will know how to do with a properly prepared plan, and what happened when an organization’s crisis management plan failed to include protocols for responding to an obvious worst-case scenario.

In this episode, you’ll learn how and where you can pick up early warning signs that your brand, business or organization could be on the verge of a harmful crisis--and what can happen if you do not know what others are saying about your company, products or services.

Crisis management expert Edward Segal explains why companies should appoint their crisis management teams before there is a corporate emergency, the best people to serve on those teams, and why they should meet on a regular basis.

Discover what crisis management teams should do, how they should do it, and why they should do it before disasters, emergencies or scandals strike their organizations.

In this episode you’ll find out the most important things you could learn by testing your crisis management team before they respond to a corporate emergency, and what you could do with that information.

Crisis management expert Edward Segal discusses the first three steps business leaders should take—and why—as soon as they learn there is a crisis at their company or organization.

How should your company respond to news reports about the recent return of the polio virus in New York and London? In this special edition of the podcast, crisis management expert Edward Segal discusses the five best practices corporate executives should follow in response to this unfolding situation.

Find out in this episode why companies should be careful about how they apologize for their role in creating a crisis, and advice from crisis management expert Edward Segal about the right ways to issue a corporate apology.

Learn why CEOs should be visible and front-and-center during a corporate emergency and some of the many ways they can be seen and heard when a crisis strikes their organization.

Crisis management expert Edward Segal shares his advice on who should be told about a corporation’s crisis, what they should be told, and the risks for staying quiet about the situation.

CEOs can have their hands full responding to corporate emergencies. But crisis management expert Edward Segal explains there are important reasons why company executives should make a special effort to talk to reporters during those challenging and difficult times.

Crisis management expert Edward Segal provides spokesperson training for business executives and their teams. In this episode, he shares some insider tips on how to deal successfully with reporters during a corporate emergency.

Companies and organizations should not wait until a crisis to figure out what they will say about it. Find out in this episode how to prepare a crisis communication plan before it’s needed.

Crisis management expert Edward Segal explains why how fast or slow a company responds to a business emergency can work for or against the organization.

Companies and organizations may not have all the internal resources required to manage every business emergency. Crisis management expert Edward Segal explains how to get the assistance you need to respond quickly to a disaster, scandal, or other crises.

The lessons that are learned from responding to a crisis can be just as important as managing and recovering from the situation. Crisis management expert Edward Segal explains why and how company executives should document their business emergencies.

Crisis communication expert Edward Segal shares his recommendations for choosing the best person to be the public face of your business when it is responding to a disaster, scandal, or other corporate emergency.

Crisis management expert Edward Segal explains why visuals are just as critical as words in telling a company’s side of the story about a corporate emergency. He provides an example of how visuals were used effectively to show the impact of a national crisis.

The seven key questions corporate executives should ask before they are interviewed by news organizations about a business crisis.

Crisis management expert Edward Segal explains what can be at stake when deciding who will look into the cause of a crisis. He also shares his advice on who corporate executives should consider asking to investigate their company’s disaster, scandal, or other emergency.

Crisis management expert Edward Segal discusses the factors that can help determine the risks and crises that companies and organizations could face.

While it is impossible to prevent every type of crisis from striking companies and organizations, crisis management expert Edward Segal shares the steps business executives can take to help reduce some of the many risks they could face.

Crisis management expert Edward Segal explains the basic steps corporate officials should take to help ensure that their organizations can bounce back as soon as possible from a business emergency.

What can you do today to prepare for a crisis that your company could have tomorrow? Crisis management expert Edward Segal shares his advice on what corporate executives should do now to help guarantee that they are as ready as possible for a disaster, scandal, or emergency.

People can have short attention spans and memories. Crisis management expert Edward Segal shares three ways to help tell your side of the story about a crisis so that people will pay attention to what you say and are more likely to remember it.

A lot can be riding on how corporate executives communicate about a business crisis. Edward Segal, a crisis management expert and consultant, shares the best practices for communicating with the public strategically, effectively, and efficiently.

Army Major Stephen Von Jett, a public affairs instructor at the Pentagon’s Defense Information School, discusses what federal agencies and corporate executives can learn from how military officers are trained to communicate with the public about crisis situations.

Quotes
In a crisis of public trust, you have to stop the bleeding. And once you do that, you can start building back. - Major Von Jett

Crisis response needs to be done when the skies are clear and the waters are calm. It starts early with establishing a crisis action plan and a release authority matrix for public information. - Major Von Jett

Featured Guest in this episodeMajor Stephen Von Jett
Public Affairs and Strategic Communications
Linkedin: https://www.linkedin.com/in/stephen-von-jett-95b93050
The Pavilion Dinfos Online Learning Website: https://pavilion.dinfos.edu/

Chapters
00:00 Introduction
00:53 Purpose and activities of the school
01:41 Crisis Communication Training
03:44 Application of the Training
05:26 The role of media training play
08:04 Crisis communication of Military, Government, and Industry
10:36 Some Crisis situations
13:12 How Pavilion works
15:44 Pavilion simulations and exercises
16:49 Pavilion training resources
18:10 Things to learn from defense information
20:12 Being a well-equipped crisis communicators
21:53 Takeaways from Major Von Jett
22:54 Outro
Produced by Heartcast Media
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What can government and corporate executives who want to prepare for a crisis learn from how the Federal Emergency Management Agency does its job?

The people at FEMA may have more experience responding to various crises than others in the government and private sectors. The list of disasters they’ve dealt with includes floods, landslides, winter storms, hurricanes, tornadoes, and earthquakes.

Aaron Levy is the director of FEMA’s Individual and Community Preparedness Division. In this episode, Levy shares his insights on how the agency trains, prepares for, and responds to a crisis and the lessons you can learn from its experience.

Quotes

The National Incident Management System (NIMS) and the Incident Command System (ICS) provide a standardize communication and collaboration during emergencies. - Aaron

"Former administrator was very fond of saying the best disasters are federally supported, state managed and locally led." - Aaron

Featured Guest in this episode

Aaron Levy

Division Director, Individual and Community Preparedness

Linkedin: https://www.linkedin.com/in/aaron-levy-81b9397 Follow FEMA online, on Twitter @fema or @femaespanol, on FEMA's Facebook page or Espanol page and at FEMA's YouTube account. Also, follow FEMA Administrator Deanne Criswell's activities @fema_deanne

For preparedness information follow the Ready Campaign on Twitter at @ready.gov, on Instagram @ready.gov or on the Ready Facebook page.

Chapters
00:00 Introduction
01:13 FEMA’s preparedness on disaster situation
04:06 FEMA's Urban Search and Rescue Capabilities in Action
07:43 FEMA's National Exercise Program: Continuous Improvement
10:49 National Incident Management System
12:36 Empowering Local Communities for Disaster Preparation.
14:41 Practical steps for private sectors for disaster preparation
19:24 "Key takeaways for disaster preparedness"
21:43 Links and Resources
22:23 Outro

Produced by Heartcast Media

http://www.heartcastmedia.com

How well are the Biden administration and corporate America communicating about the worsening climate crisis? And what could they learn from each other?

Stacy Rosenberg is an associate teaching professor at Carnegie Mellon University’s Heinz College, where she teaches graduate-level courses on writing for public policy and strategic presentation skills.

In this episode, Rosenberg shares her insights and observations about the strategies the federal government and the private sector are using to discuss climate change and the most effective tactics and techniques they could employ.

Quotes

Using terms like global warming and climate change are outdated and politicized, businesses and government officials should focus on communicating the economic and health benefits of climate initiatives. - Stacy

They must consider how to communicate the impact of climate change on daily life instead of just focusing on glacial melt which is difficult for people to relate to. - Stacy

Featured Guest in this episode

Stacy Rosenberg

Associate Teaching Professor, Carnegie Mellon University's Heinz CollegeProfile: https://www.heinz.cmu.edu/faculty-research/profiles/rosenberg-stacy
Linkedin: https://www.linkedin.com/in/stacyrosenberg

Chapters
00:00 Introduction
00:58 Stacy’s expertise on Climate Crisis Communications
01:40 Biden Administration's Climate Crisis Communication Efforts
03:33 EPA's Missed Deadlines in Addressing Climate Crisis and its consequences
05:33 Private sectors’ action on addressing climate crisis
07:37 The challenges of Communicating Climate Change
13:03 Best practices and recommendations on climate crisis communications
18:20 Overcoming difficulties and things to keep in mind about climate crisis communication
23:20 Conclusion

Produced by Heartcast Media

www.heartcastmedia.com

Just because a company or government agency did not have a crisis today, there’s no guarantee they won’t have a crisis tomorrow.

Paul Washington is the executive director of The Conference Board’s Environmental, Social & Governance Center. In this episode, he discusses the challenges, issues, and obstacles organizations can face when confronted by a crisis.

Quotes

Crisis management is part of the broader picture of organizational resilience. - Paul

Business continuity planning is essential to continue operation during a crisis. - Paul

One of the biggest challenges that we're facing and we've all been experiencing lately are that crises are occurring simultaneously. They are interconnected.- Paul

Featured Guest in this episode
Paul Washington
Executive Director, The Conference Board’s Environmental, Social, & Governance Center

Linkedin: https://www.linkedin.com/in/pfwashington

Chapters
00:00 Introduction
01:03 Paul’s background
01:40 CEO’s preparedness gap in Crisis management
04:01 Type of crisis on the report
04:46 Companies vs Federal agency in handling crisis
06:22 Handling internal crisis
07:28 Lessons from private and government sectors
09:14 Steps on doing post-crisis investigation
12:25 FEMA’s crisis management
14:23 Challenges of private and federal agencies during crisis
16:23 Preparedness of companies in America
18:29 Importance of simulation and drills
19:51 Mitigating the risk of crisis
21:27 New crisis that will emerge in the future
23:20 Final takeaways from the guest
24:00 Outro

Produced by Heartcast Media

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Social media platforms can be mixed blessings for government agencies and the private sector. While Facebook, Twitter, LinkedIn, and other sites can be used to reach target audiences quickly in a crisis, the messages and misinformation people post on the platforms can create a crisis for organizations.

In this episode, Shannon Tucker, vice president of NextPR, shares her advice on how to communicate when a social media-related crisis strikes.


Quotes

If the comments are racist or derogatory in nature, I would say leave them and determine if it's a best practice for you to respond or to ignore. - Shannon Tucker

Smart social media management won't please everyone. It's better to stand for something and attract loyal customers, even if some people want you to stay in your lane. - Shannon Tucker

Quickly, assertively, and say something substantial if you're going to get involved with a certain crisis . - Shannon Tucker

I want to really double down on the importance of having a crisis communications plan with a social media strategy. - Shannon Tucker

Featured Guest
Shannon Tucker
Vice President, Next PR
https://www.nextpr.com
https://www.linkedin.com/in/shannon-tucker-42756a31
https://www.instagram.com/nextpr/

Chapters
00:00 Introduction
01:00 Shannon’s experience in social media related crisis
01:48 social media platforms create crisis
03:53 How quickly should companies respond on a social media crisis
04:20 Different approaches of gov’t and private sectors on social media crisis
05:40 Humor as an approach to social media crisis
07:14 Social media crisis management planning
09:18 Risks and warnings of social media platforms
10:35 Incorporating social media crisis into their crisis plan
13:04 Considerations for responding to crisis and Issues
14:12 Managing social medias
15:52 Good and bad Social Media crisis responses
19:55 Security threats from social media
20:25 The Importance of Glassdoor in social media management
23:07 Final takeaways

Produced by Heartcast Media
www.heartcastmedia.com

Every industry is facing some level of cyber risk. Kate Kuehn, Chief Trust Officer at Aon, shares her advice and insights on how those in the private and government sectors can determine their readiness for a cyber crisis and prepare for and keep up with the latest threats.

Quotes
In order to protect your business, you should have mandatory minimum security solutions which are important for good cyber hygiene and maturity. It's like "pay to play" and sets a responsible baseline for protection. - Kate

Maintaining good cyber hygiene and security can provide organizations with the confidence to be more creative, and innovative, and embrace new opportunities like the metaverse. Despite the risks, the benefits outweigh them. - Kate

Featured Guest
Kate Kuehn
Chief Trust Officer at Aon
https://www.linkedin.com/in/katekuehnhttps://www.aon.com

Chapters
00:00 Introduction
01:02 The status of the cyber climate
03:44 Private and Gov’t cyber crisis preparedness
06:05 Importance of Cyber Maturity
08:40 Better understanding of cyber risks
11:10 Evolving role of Chief Information Security Officers
14:41 Keeping up and responding to the latest threats
16:17 Importance of Cyber risk insurance
19:12 Best practices to be prepared for cyber attacks
20:54 Key takeaways from Kate
22:17 Conclusion

Produced by Heartcast Media
http://www.heartcastmedia.com

How is the Biden administration managing the crisis at the southern border? What more can or should be done? Is there a role for the business community in addressing this worsening situation?

In this episode, Jeh Johnson, former Secretary of the Department of Homeland Security, shares his insights and observations in a candid conversation about the continuing immigration crisis.

Quotes

"If the economy in the source country improves levels of illegal migration from that source country go down." - Jeh Johnson

"We need comprehensive immigration reform to solve these problems. The problem of our southern border is a solvable problem." - Jeh Johnson

Featured Guest
Jeh Johnson
Former Secretary of the Department of Homeland Security
Profile: https://www.dhs.gov/medialibrary/assets/images/26178

Chapters
00:00 Introduction
00:57 Biden’s action on the border crisis
04:09 Reviving the old immigration policy
06:17 Tools we used for the crisis
08:13 Lessons learned from the past years
11:38 Roles of gov’t agencies on border crisis
13:54 Roles of business leaders on the crisis
15:41 How to measure success on addressing the crisis
18:35 Helping the southern communities on addressing the crisis
20:03 Importance of visuals in conveying the border crisis
25:04 Final takeaways from Jeh Johnson
26:09 Outro

Produced by Heartcast Media
http://www.heartcastmedia.com

When disaster strikes, can small businesses count on the federal government for the resources they need to recover? Isabella Guzman is the administrator of the Small Business Administration. She discusses the agency’s recent reorganization and how it will improve the help it provides to companies after a flood, hurricane, tornado, or other disaster.

Quotes

We must be highly responsive and provide simple products to support disaster survivors. This includes helping them rebuild, collect necessary data, setting up local responses, and providing technical assistance. - Isabella

The SBA's expansion during the pandemic helped millions of small businesses through programs like the Paycheck Protection Program, and now they want to use this momentum to raise awareness about the resources available to support small businesses. - Isabella

Featured Guest

Isabella Guzman
SBA Administrato
rhttps://www.linkedin.com/in/isabelcguzman
https://proxy.www.sba.gov

Chapters

00:00 Introduction
01:02 SBA’s reorganization for disaster recovery and resilience
03:00 Two phases of reorganization
04:31 SBA's commitment to disaster recovery
05:58 SBA’s network of support
08:08 SBA's disaster response and recovery efforts
10:36 Transforming SBA services for resilience
11:44 Different types of disasters that SBA responded
13:03 Lessons learned throughout the years
15:58 Post-analysis for every disasters and crisis
18:16 pre-crisis preparation of SBA
19:11 SBA and FEMA coordination during a crisis
20:08 Best practices for businesses before a crisis
21:58 The budget allocation of the govt for the SBA
24:06 Small business loans and opportunities for growth
26:20 The challenges ahead for SBA
27:37 Final takeaways

Produced by Heartcast Media
http://www.heartcastmedia.com

Faced with a crisis, are you prepared? Ed Barks, a communications strategy consultant and president of Barks Communications, provides valuable insights to help organizations be ready for the unexpected. His message: utilize media training proactively as part of an ongoing process rather than viewing it as just a one-time deal. Proper media training is essential during times of turmoil. With this system in place, you can successfully verbalize their message while internalizing what needs to be said - setting yourselves up for success when disaster strikes!

Quotes

"If you don't have that kind of professional development, and ongoing routine, then you're going to fall behind the competition. So find a way to do that." - Ed

"Have an understanding of who you're talking to, and what their readership or listenership or viewership is like, and go from there and tailor your message accordingly." -Ed

"If you're in a larger organization and you do not have former reporters in your media relations office, get some now, get them today because they can translate reporteries and reporter language and reporter perspectives to your spokespeople." -Ed

Featured Guest

Ed Barks
President of Barks Communications
https://www.linkedin.com/in/edbarks/
https://barkscomm.com/

Chapters

00:00 Introduction
02:25 Professional Exchange with Reporter During Crisis
06:03 How to Prepare Spokespeople for Crisis Situations
07:59 Media Relations: Off the Record, On Background, Questions to Reporters
13:25 Importance of Nonverbal Signals in Crisis Communication
15:35 The Benefits of Having Former Journalists on Your Communications Team
19:20 The Impact of Zoom and Other Video Platforms on Media Relations and Communication Efforts
19:54 Dangers in Postponing Professional Development Programs
22:36 Final Takeaways from Ed Barks
24:34 Outro

Produced by Heartcast Media
http://www.heartcastmedia.com

How well did government agencies and the private sector respond to recent disruptions to supply chains? How should government and business leaders be proactive when protecting their supply chains from another crisis? Brian Alster is the general manager of the North America Finance & Risk and Enterprise Platform businesses at Dun & Bradstreet. In this “Crisis Ahead” episode, he shares his insights, perspectives, and recommendations about urgent supply-chain-related issues.

Quotes

"Anticipating future events in advance enables faster reaction and finding new suppliers or nearshoring options to mitigate the risks." - Brian

“Continuous monitoring helps to identify if the key suppliers could pose a risk due to environmental or macroeconomic factors.” - Brian

Featured Guest

Brian Alster
General Manager, Finance & Risk Solutions - Dun & Bradstree
thttps://www.linkedin.com/in/brian-alster-6908284
https://www.dnb.com

Chapters

00:00 Introduction
00:53 Threat to supply chains
01:54 Effect of Ukraine-Russia ward on supply chain
02:37 Gov’t and private sector’s response
03:32 Challenges and lessons
06:00 Gov’t and business’ proactive response
08:34 How company size is a factor
13:21 How Dun and Bradstreet prepare its clients
14:57 Explaining ESG programs
16:07 Potential risks to supply chains
18:00 Disruption trends in the supply chains
19:24 Forecasting crisis in the supply chain
20:28 Readiness for another supply chain crisis
22:45 Takeaways from Brian

Produced by Heartcast Media
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How you communicate information about a crisis is just as important as what you say about the situation. Karen Friedman, a business communications coach, shares her advice and recommendations for making remote and in-person presentations about a government or corporate crisis.

Quotes

"If you're trying to write for the masses, you may not have that personal touch. But if you're speaking to one person or writing for one person, it becomes more conversational, warmer, and more personal." - Karen Friedman

"In order to keep the audience's attention, it's important to pause, breathe, and speak at a moderate pace. This is particularly crucial in virtual situations, where people tend to talk over each other." - Karen Friedman

Featured Guest
Karen Friedman
Business Communication Coach
Profile: https://www.linkedin.com/in/karenfriedmanenterprises/

Chapters
00:00 Introduction
00:21 Communicating Challenging News and Essential Information
02:29 Distinguishing Between In-Person and Virtual Body Language
08:01 Effective Approaches to Handling Interviews with Reporters and Activists
12:18 Best Practices for Communicating a Message Remotely
14:21 Presenting Virtually: Strategies for a Professional Appearance
17:05 Principles for Effective Communication in Virtual Environments
18:41 Effective Strategies for Public Speaking and Presentation Preparation
20:31 Achieving Self-Teleprompter Proficiency and Improving On-Camera Performance
24:11 Final takeaways from Karen Friedman
29:01 Outro

Produced by Heartcast Media
http://www.heartcastmedia.com

When and how should organizations appoint and test their crisis response teams? Eric McNulty is the associate director of Harvard University’s National Preparedness Leadership Initiative. In this episode, he discusses the best time to appoint crisis management response teams, who should be appointed and why, and how to ensure the teams will work well together.

Quotes

It's crucial to invest in a well-trained team that understands its role to effectively manage the serious consequences of a crisis. - Eric

The team's culture and how well they work together should never be underestimated, as it impacts their ability to handle challenges and find solutions effectively. - Eric

Featured Guest

Eric McNulty
Associate Director of Harvard University’s National Preparedness Leadership Initiative
https://www.linkedin.com/in/emcnulty

Chapters

00:00 Introduction
00:55 Importance of a crisis response team
01:24 Duties and responsibilities of crisis response team
02:08 Having a robust large crisis response team
02:40 Best time to make appointments
03:41 Worse situations in the absence of a crisis response team
04:30 Guidelines when appointing members of a crisis response team
05:24 The responsible for making appointments
06:51 Importance of demographics and diversity
07:35 Specific skills for a team member have
08:35 The recommended size of the team
09:19 The best person to lead a team
10:35 Application in the federal government and private sectors
11:33 Testing the crisis response team in a scenario
14:35 Imagining every worst case scenario
16:51 Procedure on replacing a member
18:21 Example of testing a crisis response team
20:20 Testing the crisis management plan
21:54 Takeaways from Eric

Produced by Heartcast Media
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A lot can be at stake for organizations that react too slowly—or too quickly—when addressing a crisis. Rick Alcantara, a crisis communication, explains why the speed at which companies and agencies respond to a crisis can help or hamper efforts to resolve the situation.

Quotes

Action involves ensuring that those who are responsible are held accountable, while also implementing preventative measures to avoid similar incidents from reoccurring in the future. - RickStudying crisis response strategies in various industries and professions can help companies and organizations identify effective practices. - Rick

it's important to consider potential risks, plan for an appropriate response, and ensure that you are adequately prepared - Rick

Featured Guest
Rick Alcantara
President Rick Alcantara Consulting
https://www.linkedin.com/in/rickalcantara/

Chapters
00:00 Introduction
03:03 The Significance of Prompt Crisis Response
05:10 Maximizing the Benefits of Prompt Crisis Response
06:29 Crisis Response Team Planning and Execution Discussed
07:54 Comparing Effective & Ineffective Crisis Management Responses
08:49 Steps to Ensure Timely Response to Emergencies
11:33 Government vs. Private Sector Crisis Response Analysis
14:31 Preparing for Social Media Crises in the Digital Age
15:26 Crisis Circumstances and Response Time
18:45 Examining the NFL's Emergency Response Plan
20:46 NFL's Delay in responding to crisis
23:55 Takeaways from Eric

Produced by Heartcast Media
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John is the Vice President of Workplace Strategy at the National Safety Council. In this capacity, he leads vision and strategic direction for the NSC Workplace Practice, including for thought leadership programs and offerings including the Campbell Institute, Work to Zero, SAFER, the MSD Solutions Lab, NSC Networks, and the Council’s deep array of training, survey, and consultative services. John also leads a variety of other research and impact initiatives around emerging topics and issues of interest to safety & health leaders, including Diversity, Equity & Inclusion, ESG & sustainability, and more.

Since joining the National Safety Council in 2007, John has launched and led numerous high-impact programs and research initiatives and serves as a frequent speaker at conferences in North America, Europe and Asia on topics including the future of work, emerging trends in EHS&S, management systems, leadership, and leading indicators. Prior to joining the Council, John held quality management, project management, and coalition-building positions in the communication and educational fields.

Quotes

Organizations should consider even a single serious incident as a crisis and thoroughly examine it, or they may be at risk of facing another crisis. - John

About our Guest
John Dony
Vice President, Workplace Strategy at National Safety Council
http://linkedin.com/in/john-dony-67599a48

Chapters
00:00 Introduction
00:54 The National Safety Council
01:39 Effects of hazardous and dangerous conditions
03:58 The Triangle Shirtwaist Factory Incident
05:54 The existing dangers and hazards today
08:39 Recent trends concerning deaths and injuries
11:51 Problems of getting recent data for dangers and hazards
14:21 The dangers and risk in the workplace from 15 or 20 years ago
16:38 Strategizing to prevent future crisis20:07 Top organizations that prevent workplace injuries and fatalities.
22:18 OSHA and Dept of Labor work proactively to prevent injuries and deaths.
23:57 Advice to organizations to prevent injuries and deaths
25:40 Organizations should account for this type of crisis in their crisis management plans.
27:14 Recommended models and templates to mitigate workplace injuries and deaths
28:55 Practicing certain scenarios to test the crisis plan
30:35 Final takeaways from our guest
31:52 Conclusion

Links and Resources
https://injuryfacts.nsc.org/work/work-overview/work-safety-introduction/
https://injuryfacts.nsc.org/work/work-overview/work-related-fatality-trends/

Produced by Heartcast Media
http://www.heartcastmedia.com

Some crisis situations strike without notice, while others can be seen coming over the horizon. Chris Rosica is the author of The Power Of B2B Social Media. In this episode, he discusses how government agencies and companies can spot an oncoming crisis, how they can ensure they are monitoring for these early warning signs effectively—and the dangers they’ll face if they don’t.

Quotes

By proactively monitoring the conversation, listening to feedback, and addressing concerns in a timely and empathetic manner, organizations can prevent a snowball effect of negativity and demonstrate their commitment to their stakeholders." - Chris Rosica

Proactive crisis monitoring is not just about protecting your organization's reputation, it's about taking responsibility for your stakeholders and being prepared to address their concerns before they evolve into a larger issue." - Edward Segal

Swift action and transparent communication are key to minimizing crisis impact and safeguarding organizational reputation." - Chris Rosica

Featured Guest
Chris Rosica
President of Rosica Communications
https://www.linkedin.com/in/chrisrosica
/https://www.linkedin.com/company/rosica-communications/

Chapters
00:00 Introduction
03:05 Detecting Negative Social Media Presence: Tips
06:01 Preventing negativity and managing your reputation
10:04 Monitoring Industry Trends: Key Phrases and AI
12:30 Effective Monitoring: Combining Tools for Accurate Insights
14:33 Mastering Crisis Management: A Top-Down Approach
17:30 Swift Brand Response: Saving Lives in Crisis"
20:55 The Importance of Attention to Detail in Crisis Communications
24:10 Why unified social listening is crucial in organizations
25:49 The Power of Proactivity: Mitigating Risks through Early Crisis Detection
27:11 Comprehensive Monitoring Protocol for Crisis Response Teams
28:22 Outro

Crisis communicators are made, not born. In this episode, find out how the University of Maryland Global Campus educates students to be crisis communicators, and the lessons government and corporate executives can learn from the University’s approach to crisis communication training.

Can people trust that your organization will do the right thing in a crisis? Dave Samson is global vice chairman of corporate affairs at Edelman. In this episode, he discusses why trust is important when dealing with a crisis, what government agencies and companies can do to keep the public’s trust, and who does a better job in maintaining trust during crisis situations.

Quotes
I strongly believe that when businesses and governments join forces, finding common ground and embracing collaboration, we can effectively address the critical societal issues we encounter today.- Dave Samson

"Actions speak louder: prioritizing safety, community engagement, and fair wages builds trust.".- Dave Samson

Featured Guest
Dave Samson
Global Vice Chairman, Corporate Affairs, Edelman
Linkedln: https://www.linkedin.com/in/dave-samson-547a7b2/


Chapters
00:00 Introduction
01:55 The Power of Actions: Building and Losing Trust
07:01 Safety Concerns Arise from Ohio Train Derailments
10:19 Trust in Business Surpasses Government Agencies
13:31 The Crucial Partnership Between Government and Business for Trust
15:47 Leadership and Trust: Navigating Political Divides and Polarization
17:39 Impact of Leaders on Company Culture and Trust
21:37 Tech Sector's Trust Erodes Amid Privacy Concerns
23:20 Building Trust: Collaboration, Advocacy, and Common Ground
25:00 Trust: Actions That Speak Volumes26:51 Four Keys to Cultivating Trust in Society

Produced by Heartcast Media
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Do you know how vulnerable your organization is to a crisis? In this episode, Jackie Kolek, the chief innovation officer at Peppercomm, explains why it is essential to measure and monitor an organization’s exposure to a crisis, and the worst-case scenarios if they don’t pay attention to their vulnerability.

Quotes

"Leaders, both in the private and public sectors, must redefine their perception of crisis. It goes beyond mere operational considerations; it demands a holistic approach." - Jackie Kolek

"When an organization aspires to embody certain values, failure to truly live up to them and take real action creates a substantial vulnerability."- Jackie Kolek

Featured Guest

Jackie Kolek
Chief Innovation Officer, Peppercomm
Linkedln: https://www.linkedin.com/in/jacquelinekolek/
https://www.peppercomm.com/

Chapters

00:01 | Introduction
01:37 | Strategize to Address Both Tangible and Intangible Vulnerabilities
05:58 | Strained Relations: Anheuser Bush's Brand Vulnerabilities in the Face of Backlash
08:16 | Rethinking Crisis: A Call for Leaders to Listen and Redefine
09:48 | How Global Landscape Transformed Crisis Preparedness
11:37 | Understanding Stakeholders for Effective Messages
13:05 | Unveiling Organizational Vulnerabilities with Rep Compass.
17:25 | Harnessing Data for Effective Crisis Management: Prevention and Response.
19:16 | Identifying Stakeholder Concerns for Survival: The Constituent Matrix.
20:45 | Navigating Outages with Effective Crisis Management
22:24 | Preparedness in Action: Testing Plans, Simulating Crises, and Clarifying Roles.
25:25 | Outro

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What are the best and worst ways for government leaders and corporate executives to be seen and heard when a crisis strikes their organizations? Kirk Hazlett, an adjunct professor of communication at the University of Tampa, shares his observations on how well or poorly officials have conducted themselves during crisis situations.


Quotes


“Let's avoid actions that alienate others. The past is history, and it cannot be changed to fit a certain narrative”.-- Kirk Hazlett


"Actions speak louder than words. Learning requires visible steps, not just empty promises."-- Kirk Hazlett


Featured Guest


Kirk Hazlett
Adjunct Professor of Communication, University of Tampa
Linkedln: https://www.linkedin.com/in/kirkhazlett/


Chapters


00:01 Introduction
01:31 Expert Insights on Leadership During Turbulent Times
04:31 President Zelensky's Diplomatic Approach on the Global Stage
05:49 Exemplifying Genuine Leadership and Resilience
07:17 Tracking Bob Jones' Efforts in Delivering Solutions
08:53 Respecting the Electorate: Government Leaders and Voter Sensitivity
11:50 Election Preparations: Staying Prepared and Avoiding Alienation
15:18 Ethics at the Apex: Urging an Ethical Code for the Supreme Court
18:22 Learning from Mistakes: Embracing Transparency and Committing to Change
20:27 Actions Speak Volumes: The Impact of Actions Over Mere Words in the Media
25:38 A Call for Improvement: Addressing Concerns and Building Trust
29:02 Conclusion



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How and when businesses respond to the need to recall dangerous products can prevent or cause a crisis. Chris Harvey is a senior vice president for client services at Sedgwick and a product safety expert who has managed over 1,500 product recall campaigns for different brands. In this episode, he talks about how well federal agencies are doing overseeing the recall of products, the best practices companies should follow when there are hazards associated with the items they make, and which products are more likely to be recalled now, and in the future.

Quotes

“Customize your plan based on your operational model, environment, and unique product line. Generic solutions won't work."- Chris Harvey

"Agencies should collaborate, share insights, and improve response rates to enhance recall effectiveness and address industry inconsistencies."- Chris Harvey

Featured Guest

Chris Harvey
Sr. Vice President, Client Services Sedgwick
Linkedln: https://www.linkedin.com/in/chris-harvey-44028944/

Chapters
00:00 Introduction
02:09 Prioritizing Customer Safety: Owning the Issue
04:02 Reputational Consequences: Mishandling Safety Incidents
10:07 Return of Stricter Regulations: Increasing Recalls
13:58 Improving Recall Effectiveness: Technology and Challenges
19:31 Technology Advances and Electric Vehicles: Vulnerabilities and Opportunities
23:50 Acknowledging CPSC's Success: Small Budget, Big Results
26:01 Mitigating Risks for Companies New to Product Safety Issues
27:21 Customized Recall Plans: Revisiting, Training, and Testing
29:07 Applying Lessons to Business Practices and Customer Loyalty
31:03 The Importance of Proactive Recall Planning
32:18 Conclusion

Produced by Heartcast Mediahttp://www.heartcastmedia.com

Karen Naumann is a veteran public relations strategist. In this episode of “Crisis Ahead,” she shares her recommendations for the steps managers of federal agencies and corporate executives should take to ensure they are ready to respond to a variety of crisis situations.

Quotes

"Scan diverse sources, beyond your industry, to anticipate future landscapes encompassing political, economic, social, technical, legal, and environmental factors."- Karen Naumann

"For an organization to neglect crisis planning is an act of reckless negligence."- Karen Naumann"

Embrace strategic foresight through proactive information gathering for anticipating future environments."- Karen Naumann

Featured Guest
Karen Naumann
Public Relations Strategist
Linkedln: https://www.linkedin.com/in/karennaumann/

Chapters
00:02 Introduction
01:22 Differentiating Between Issues, Emergencies, and Crises.
05:35 Proactive Environmental Scanning for Potential Crises.
08:52 Pre-crisis Activities: Prevention, Preparation, & Relationship Building
09:55 Anticipating Negative Impact: Identifying Stakeholders in Crisis
13:33 Safeguarding Stakeholders from Misinformation
14:45 Inoculating Stakeholders: Proactive Defense Against Misinformation Spread
16:56 Applying the Power-Legitimacy-Concern Model
18:58 Exploring Modern Crisis Types: Faux PA and Cancel Culture.
20:35 Containment and Recovery: Responding to Spillover Crisis Situations
21:50 Navigating the Full Spectrum of Crisis Communications
22:38 Conclusion

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What can you learn from how the fictional family on a popular TV show responded to a business crisis? Christine Haas is CEO of Haas Media and a former award-winning journalist. In this episode, she discusses what government executives and business leaders can learn from how members of the Roy family on HBO’s “Succession” responded to crisis situations.

Quotes

"Media training is crucial. People often underestimate its necessity until they face a challenging press conference or similar circumstances."- Christine Haas

"Don't be fooled by your own story or truth, as it may not always be accurate."- Christine Haas

"Transparency and accountability are key in handling crises. Hiding, staying silent, or lying only leads to disaster." - Christine Haas

Featured Guest
Christine Haas
CEO of Hass Media
Linkedln: https://www.linkedin.com/in/christineaehaas/

Chapters
00:01 Introduction
03:05 Unveiling Corporate Communication Challenges.
06:35 The Power of Proactive Reputation Management.
08:40 Protecting Data and Managing Cybersecurity Risks
10:23 Building Trust through Acknowledgment and Action
12:29 The Influence of Villain Representation on Public Perception.
15:05 Mastering Media Training for Effective Communication.
18:09 Unlocking Growth and Avoiding Ego-driven Pitfalls
20:06 Navigating Crises: Honesty, Acknowledgement, and Transparency.
22:06 Preparing for an AI-Driven World.
23:49 Conclusion

Organizations that fail to document and study how they addressed a crisis can run the risk of repeating the mistakes they made in managing the situation. Communication consultant Kim Crowder shares her advice and recommendations on when and how companies and government agencies should document a crisis and who should be involved in this important process.

Quotes

"Once the crisis subsides, unleash your thoughts, regroup as a team, and document ideas to fuel meaningful discussions and drive progress."- Kim Crowder

"Consider essential team members and seek feedback selectively to avoid overwhelming the conversation with too many voices.”- Kim Crowder

"In times of crisis, organizations must recognize the impact of communication channels."-Kim Crowder

Featured Guest

Kim Crowder
Founder and CEO of Kim Crowder Consulting
Linkedln: https://www.linkedin.com/in/kimcrowder/

Chapters
00:36 Introduction
02:14 Overcoming Implementation Challenges in Organizations.
04:00 Understanding the Impact of Communication Channels.
06:52 Recognizing and Documenting Different Levels of Impact
09:54 Auditing and Feedback for Crisis Plans
07:57 Key Indicators for Crisis Documentation and Planning.
11:44 Building Trust and Accountability through Public Transparency.
13:27 Strategically Reflecting and Evaluating Crisis Aftermath.
15:22 The Value of Including Different Levels of Leadership in Crisis Discussions
17:04 Importance of Feedback, Representation, and Decision-Making.
19:00 Harnessing the Benefits of Criticism in Crisis Management
20:43 Crisis Preparation, Documentation, and Building Proprietary Processes.
22:29 Conclusion

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Do you know how different leadership styles can affect the way your organization will manage a crisis? Ryan McCormick is a crisis communications expert and co-founder of Goldman McCormick PR. In this episode of “Crisis Ahead,” he shares his observations on how the leadership styles of government and corporate executives have impacted their responses to crisis situations.

Quotes

"Being overly rigid in one's stance prevents them from fully exploring and maximizing their potential impact.."- Ryan McCormick

"Leaders who stay true to their principles, even when popular opinion aligns, gain special respect and recognition."- Ryan McCormick

"Always anticipate crises as they are career self-defense. Stay prepared, respond sincerely and transparently when they occur."-Ryan McCormick

Featured Guest
Ryan McCormick
Co-Founder of Goldman McCormick Public Relations
Linkedln: https://www.linkedin.com/in/ryanmccormick131/

Chapters
00:53 - Introduction
01:16 - Crisis Communications and Leadership Styles by Goldman McCormick
02:57 - Strengthening Crisis Response in Teams
05:35 - Assessing Leadership Styles in the Political Arena
06:27 - Effective Information Relay in Leadership
09:24 - Crisis in Sales: Unprecedented Drop in Bud Light's Market
12:32 - Positive Leadership: North Carolina's Governor
14:53 - Examining Disney CEO Bob Chapek's Strategies
17:03 - DeSantis: Leadership Style, Scrutiny, and the Road to Presidency
20:10 - Christy Nunn: The Dark Horse Candidate for President
21:48 - Building Resilience in Crisis Communications
22:58 - Conclusion

Which organizations and individuals do you think are doing the best or worst jobs in responding to a crisis? Constance Dierickx is a crisis management and leadership consultant. In this episode, she shares her opinions on who should be in a Crisis Management Hall of Fame and Hall of Shame—and why.

Quotes

"Great leaders remain vigilant against insider threats for enhanced safety."- Constance Dierickx

"In the pursuit of positive change, we acknowledge the challenges faced in retail banking and aim for a healthier environment."- Constance Dierickx

"Opinions are valid, but to be persuasive,You need to say more."- Constance Dierickx

Featured Guest
Constance Dierickx
Crisis Management and Leadership Expert
Linkedln: https://www.linkedin.com/in/constancedierickx/

Chapters
00:43 Introduction
01:49 Academic institutions bending to student protests.
03:22 The Importance of Persuasive Reasoning
05:05 Mixed department response to train derailment.
07:30 Unclear on video purpose, possible damage control.
09:11 A Visionary with Impulsiveness and Key Decision-Making
11:15 Recognizing the Risks and Consequences
13:17 The Importance of Paying Attention and Interrogating Disparate Information
16:26 Blindness to company decline; lack of oversight.
20:57 The Power of Diverse Information Gathering and Continuous Learning
22:09 Conclusion

Produced by Heart Cast Media
http://www.heartcastmedia.com

How will the planned merger of Saudi-Backed LIV Golf with the PGA Tour help or hurt their image and reputation? In this episode, crisis communication expert Andy Barr discusses how the deal could impact the two organizations, and what government executives and business leaders can learn from the pending merger.

Quotes

“Effective resolution requires constant communication, transparency, and unwavering dedication."-Andy Barr

"My advice to people is to go out and meet the ones who caused the biggest headaches during the crisis."-Andy Barr

Featured Guest
Andy Barr
Crisis Management and Leadership Expert
Linkedln: https://www.linkedin.com/in/andy-barr-ab77291/

Chapters
00:25 - Introduction
01:03 - Insights with Andy Barr: A Career in Crisis Communication
05:16 - The Power of Preparedness: Briefing Key Personnel
09:33 - Sport Washing: The Saudi Government's Strategy
11:11 - Brands in the Golf Sector: New Opportunities
13:11 - The Challenge of Investigative Articles and Media Scrutiny
14:41 - Navigating Brand Risks in the Merged Golf Industry
16:09 - PGA's Crisis Mishap: The Merger Misstep
17:58 - Learning from Mistakes: The Impact of Internal Comms on Brand Reputation
20:06 - Dark and Concerning: High-Impact Crisis Examples
22:21 - Conclusion

Produced by Heartcast Media
http://www.heartcastmedia.com

Richard North Patterson has a special reason to celebrate the publication of his latest novel. Indeed, The Trial represents a triumph over an unexpected obstacle that he faced in the publishing industry and is a cautionary tale about preparing for and managing a crisis. In this episode of “Crisis Ahead,” Patterson shares how he responded to the challenge and what others can learn from his experience.

Find out why you need different crisis management plans for different types of crises—and how to prepare them.

The deadly and tragic wildfires on Maui have provided three important lessons for preventing and managing a crisis.

The aftermath of the deadly and destructive wildfires on Maui is following a script that many government and corporate executives have faced when trying to recover from a crisis at their organizations. But the predictable nature of the pattern does not make the images and news from the Hawaii any less riveting, gut-wrenching—or instructive.

A hidden factor in how well or poorly a crisis is managed is the leadership style of government and corporate executives. In this episode of the Crisis Management Minute, find out what those styles are and how they can impact how a crisis is handled.

Each new generation has challenges, preferences and priorities that help shape the workplace and can create crisis management issues for government and corporate leaders. In this episode of the “Crisis Management Minute,” find out what those issues are, and why some executives have found it difficult to manage members of Gen Z.

Learn why a cookie-cutter approach to preparing crisis management plans can backfire for government agencies and businesses.

Rupert Murdoch announced last week that he will step down as the leader of Fox and News Corp. The surprise announcement was a timely reminder about the importance of having a succession plan that can help prevent a crisis when there’s a sudden vacancy at the top of an organization.

Given the vulnerabilities and frailties of supply chains today, it is a matter of when, not if, there will be challenges for government agencies and businesses in obtaining the supplies or materials they need..In this episode, find out what steps organizations should take now to prepare for the next supply chain crisis.

The historic ouster last week of House Speaker Kevin McCarthy carries important lessons for government and business executives about preventing a crisis.

Find out what the Four Laws of Holes are, and how they can help government and corporate executives respond to and prevent crisis situations for their organizations.

The attack by Hamas on Israel sparked anger and demonstrations in the US and around the world. Government and corporate executvies should not be surprised when news about the Middle East—or anywhere else—becomes a major topic of conversation among their employees. In this episode of the Crisis Management Minute, learn why ignoring how workers feel about the war and other hot button issues may not be the best course to follow.

In this episode of the Crisis Management Minute, learn why the failure to immediately fill a leadership vacancy can create a crisis for government agencies and companies.

All government agencies and companies may not be prepared to deal with a crisis that could be caused by artificial intelligence. In this episode of the “Crisis Management Minute,” find out what organizations can do now to help prevent and respond to the challenges created by this emerging and growing technology.

The failure by Congress to pass legislation to keep the federal government open can threaten the nation’s protections against cyberattacks and create crisis situations for organizations and businesses. In this episode of the “Crisis Management Minute,” find out what they should do now to help protect themselves in case these worst-case scenarios become a reality.

FEMA’s launch of its first winter-ready campaign is a wake-up call for all government agencies and companies. Find out why in this episode of the “Crisis Management Minute.”

There are three important reasons why competing government agencies and companies in the private sector will put their rivalries aside and work together during a crisis. Learn what those reasons are in this episode of the “Crisis Management Minute.”

Codes of ethics can be useful in helping prevent, mitigate, or address crises in the government and private sectors. In this episode of the “Crisis Management Minute,” find out what executives and boards of directors can do to help ensure the effectiveness of their organization’s code of ethics.

Risks and threats can be forerunners of crisis situations. Find out in this episode what experts think will be some of the signifcant dangers that federal, state, and local government agnecies—and companies in the private sector—will face in 2024.

Cybersecurity issues and challenges will continue to create crisis situations for government agencies, companies, and organizations in 2024. Find out what those issues and challenges are in this episode of the “Crisis Management Minute.”

Although supply chains are in much better shape than they were a year ago, government agencies and companies should always be prepared for the next time their supply pipelines are disrupted. In this episode of the “Crisis Management Minute,” find out what they should do now to prepare for the next supply chain crisis.

In this episode of the “Crisis Management Minute,” find out the major lessons government and corporate executives can apply based on the experience of the popular game show when it looked for a new host after the death of Alex Trebek.

The ability of government and corporate executives to respond effectively to a crisis could depend on their answers to five key questions. Find out what those questions are in this episode of the “Crisis Management Minute.”

In this episode of the “Crisis Management Minute,” learn the four steps government and corporate executives can take to help ensure their organizations are prepared to respond to a crisis immediately.

Government and corporate executives should make a point of learning from the crises situations that others have gone through. The review by the Department of Justice of the mass shooting in Uvalde, Texas in 2022 provides important lessons about preparing for and managing a crisis. Find out what those lessons are in this episode of the “Crisis Management Minute.”

Don’t assume that because the economy might be doing well now, that it will be in good shape next year. Find out in this episode what government and corporate executives can do to prepare for the next economy-related crisis—and why.

Secretary of Defense Lloyd Austin’s apology for not immediately disclosing his prostrate surgery was a teachable moment for government and corporate executives. In this episode of the “Crisis Management Minute,” find out the seven best practices executives should follow when they admit that they’ve done or said something wrong.

Crisis management expert Edward Segal explains why government and business executives should never assume what will happen after a crisis ends at their organizations.

It’s a crisis communication best practice for government and corporate executives to put a crisis situation in the proper perspective. Otherwise, they could make things worse for their organizations—and themselves. Find out why in this episode of the “Crisis Management Minute.”

It can be difficult for government and corporate executives to decide how and when to leave their jobs. In this episode of the “Crisis Management Minute,” find out how their decisions could impact companies and organizations.

In this episode of the “Crisis Management Minute,” learn how an executive created a controversy because of what he said, and what government and corporate officials can do to help ensure they don’t repeat his mistake.

Find out what government and corporate executives can learn from what President Biden said and how he said it when he spoke to a joint session of Congress last week.

Surveys show that trust in the federal government and the private sector continues to decline. In this episode of the “Crisis Management Minute” learn how the lack of trust can impact organizations when they confront a crisis.

Companies and government agencies should not depend on just one way to connect with the public.  Find out why in this episode of the “Crisis Management Minute.”

The collapse of Maryland’s Francis Scott Key Bridge and its blockage of the Baltimore Harbor is the latest crisis to hit the country’s fragile supply chains. In this episode, find out the three steps government and corporate executives can take to help protect their organizations against the impact of this crisis.

In this episode, find out the crisis management lessons that government and corporate executives can learn and apply from the collapse of the Francis Scott Key Bridge in the Baltimore harbor.

Find out the challenges that face government executives and business leaders when they provide information about crisis situations to the public and other stakeholders.

 In this episode of the “Crisis Management Minute,” find out how the egos of government and corporate executives could create or impact crisis situations.

Don’t be surprised when the tribal nature of politics today is reflected in the workplace by government and company employees. In this episode of the “Crisis Management Minute,” learn what could happen if heated discussions at the office about politics and other hot button issues get out of hand.

Government and corporate executives can learn important crisis management lessons from the response by universities to the recent student protests across the country. Find out what those lessons are in this episode of the “Crisis Management Minute.”

In this episode of the “Crisis Management Minute,” learn why holding people responsible for their role in causing a crisis is important, and what forms accountability could take in the government and corporate sectors.

Members of the four different generations that comprise the nation’s freelance workforce can pose special challenges for managers. Find out what those challenges are in this episode of the “Crisis Management Minute.”

In this episode of the “CrisisManagement Minute,” find out how disinformation and misinformation can harm organizations, and why the  high-tech threats are not likely to decrease any time soon.

What did you learn about crisis management from the recent student protests across the country? In this episode, find out what university officials can teach government and corporate leaders about managing crisis situations.

Do you know three of the best practices for responding to people who criticize your handling of a crisis? Find out what they are in this episode of the “Crisis Management Minute.”

There are four best practices that government and corporate executives can follow to help save their careers after they did or said something that created a crisis at their organizations. Find out what those best practices are in this episode of the “Crisis Management Minute.”