The Leading in a Crisis Podcast (Tom)

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On this episode Tom and Marc discuss the goals, topics and origins of the Leading in a Crisis podcast. This short intro sets the stage for what you'll hear on future episodes.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Ever wondered how crisis management operates in a country like Venezuela? Join us in a riveting conversation with Maria Eugenia Fuenmayor, a seasoned PR executive and crisis counselor based in Caracas. Maria transitioned from law to corporate communications and navigated the choppy waters of crisis management in the fast-moving consumer goods and energy industries in Venezuela. She addresses the challenges she faced during labor strikes and NGO confrontations, and outlines her strategies for gaining internal alignment and agreement on strategy.

Maria, with her vast experience, underscores the significance of comprehending the internal and external environment before springing into action during a crisis. She speaks on the power of influence in times of crisis and shares some practical tips on involving operations staff and other decision makers early on. Are you curious about crisis tabletop exercises? Maria talks about how they can serve as an effective tool for executives navigating the labyrinth of a crisis. Loaded with insights, this episode is sure to enrich your understanding of the nuances of crisis management and communication.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Imagine having the power to diffuse a crisis before it spirals out of control. In this riveting episode, we are joined by Anita Perry, a seasoned corporate communications manager and board member, who empowers us with the tools and strategies to do just that.  Anita draws from her years of experience dealing with high-stakes situations, revealing the fundamental elements of effective crisis management. She candidly discusses her role in handling an environmental crisis that took center stage in the media, emphasizing the crucial need for pre-emptive planning.

But it's not all about planning. Leadership plays a crucial role in crisis response. Ever wondered what it takes to lead effectively in high-pressure situations? Anita provides illuminating insights and shares compelling anecdotes that underscore the importance of strong leadership during a crisis. She also highlights the significance of board involvement in crisis management, stressing how directors can greatly influence management decisions. Plus, she offers valuable advice on dealing with difficult managers. Whether you're a seasoned executive or an aspiring leader, this episode is packed with invaluable lessons for navigating the stormy seas of crisis management.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Join us for an entertaining conversation with our guest, Jeff Johnson, president of the Cook Inlet Tug and Barge Company in Anchorage, Alaska. A born and bred Alaskan with a wealth of experience in the shipping industry, Jeff shares with us his background of globetrotting on oil tankers and his subsequent return to his Alaskan roots. As a seasoned leader, he shares invaluable insights on the essence of crisis leadership, stressing the importance of effective communication, humility and adaptability.  Buckle up for an episode filled with enlightening discussions and stories from a seasoned crisis leader.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, we speak with seasoned crisis management leader, Ed Thompson. With 26 years in the US Coast Guard and a second career as a crisis manager in the energy sector, Ed's journey offers a trove of insights—from tactical incident commander to strategic crisis manager. Tune in as he details the importance of understanding the scale of a crisis, tailoring leadership styles, and building formidable teams in the face of adversity. Ed’s wisdom is invaluable, whether you’re in the boardroom, the control room, or just finding your way through life's inevitable rough patches.

Ed doesn't stop at the mechanics of crisis leadership; he delves deep into the human aspects of response. Hear first-hand how a leader's positivity can bolster an organization's morale, lighten the personal burden for those at the frontlines, and maintain optimism amidst daunting circumstances. As we pivot from one year to the next, let Ed's stories of resilience and leadership in the face of adversity inspire and guide you. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, Ed Thompson - who has worked crises from both the federal agency and the industry sides - shares his wisdom gleaned from years of emergency response. A former incident commander and deputy incident commander, Ed discusses how maintaining open communication with command staff, taking time for on-the-ground interactions, and gracefully accepting public criticism can all bolster your crisis response.  And regularly renting a helicopter helps, too.

Ed, Marc and Tom share their experiences and discusses issues that can arise when company staff are working shoulder to shoulder with state and federal agencies, and what to do when politics threaten to disrupt critical working relationships.  Ed also tells us where he sees communicators making mistakes - and how to avoid them. Leading in a crisis can be a complex endeavor, and Ed offers his advice to manage the gauntlet successfully.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Prepare to unlock the secrets of managing simmering crises with our expert guest, Daren Beaudo. A simmering crisis is one that starts small - a passenger dragged from an overbooked aircraft, or a routine permitting issue that suddenly becomes a political issue - and then blows up via social media or political positioning. Tom, Marc and Daren dive into the simmering crisis and provide some insight into managing these common crises. We also focus some energy on one recent example that involves Northwestern University, where accusations of hazing kicked off a simmering crisis for university leadership and athletic programs.

Like your cohosts Tom Mueller and Marc Mullen, Daren is an authority in public affairs and crisis management. He has worked for two global energy companies and been part of numerous major crisis response efforts. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, Tom and Marc chat with Sam Sacco of Strategy and Communications, a public affairs and crisis firm based in Oakland, CA. We  discuss best practices for effectively managing the liaison and public information officer roles within a crisis response.  We start with a general discussion of PIO and Liaison from our experiences during the Deepwater Horizon oil spill incident, later addressing best practices for navigating the approval process, which is where bottlenecks often occur during a crisis. This conversation is geared toward an operational emergency - an oil or chemical spill - but offers lessons for anyone who might have to join a crisis team. 

Like Marc and Tom, Sam is a seasoned professional who's spent countless hours navigating these turbulent waters. From the importance of crisis training to the role of liaisons during emergencies, Tom, Marc and Sam provide a holistic understanding of how to handle unexpected situations.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Are you ready to seize the reins and lead in a crisis? Today, we pivot to a podcast short that lasers in on prepping for your upcoming crisis exercise. As we head into the fourth quarter, when many firms stage their annual crisis drills, we thought it timely to arm you with some tips to help you be successful in your next exercise. We firmly believe that every member of a response team can step up as a leader during a crisis, and this episode is all about enabling you to do just that.

Expect a thorough seven-point blueprint to ensure you stride into your next drill ready to face any hurdle. We stress on the importance of entering the room with an unambiguous plan, setting up a clear approval procedure, knowing your response resources, prepping FAQs and fact sheets beforehand, keeping your team in the loop, and leading with an upbeat energy. We also discuss the crucial role experienced personnel can play in guiding your team through the exercise. Remember, leadership can spring from anywhere, and these exercises are a golden chance to display your potential. Enjoy the podcast, and don't forget to like and subscribe!

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Today we're joined by Lynne Miller, former public information officer and regional communications manager for King County, Washington. Lynn is a seasoned professional with over 35 years of experience in the field of crisis communication and emergency response. 

In this intriguing conversation, Lynn shares her best practices for developing and maintaining a pool of potential response personnel who can step in to help when needed.  Lynn also walks us through the Oso landslide crisis in Washington State, highlighting the role of public information officers and the need for a constant pool of personnel to handle various responsibilities. From her treasure trove of experiences, Lynn imparts leadership insights and best practices that can be instrumental for anyone involved in crisis management. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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History is rife with examples of companies that have suffered major crises. But how do you recover your brand in the aftermath of a major incident or reputation issue? Does advertising work? Should you apologize? How do you gain insight into public perception of your brand?

We discuss all of these issues with the brilliant Kathy Leech, an accomplished brand and marketing expert. Kathy worked with energy company bp during the 2010 Gulf oil spill incident, later managed the corporate brand for Comcast, and now runs a consultancy - Brand Insights - working with companies to uncover insights and develop them into practical marketing plans.

Of course no discussion of brand today would be complete without discussing Bud Light and its recent misstep with transgender activist Dylan Mulvaney. Kathy offers her take on the issue from a brand perspective and shares some thoughts on how a company can regain traction with its stakeholders after an incident that negatively impacts the brand. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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In part 2 of our conversation with brand and marketing expert Kathy Leech, we discuss the role research can play in helping reposition a damaged brand. She conducted extensive polling and focus group research during the Deepwater Horizon oil spill in 2010 and discusses the value added from this kind of data. 

We also probe deeper into the art of managing third-party contractors, the importance of clear roles and responsibilities, and the value of close coordination between the brand and PR teams before, during and after a major crisis. So, tune in to hear real stories from a seasoned crisis leader. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Today we share exploits from the front lines of crisis response with Adam Wine, a seasoned crisis professional with over three decades of experience in the US Coast Guard.

Adam has worked with many incident commanders and other leaders, and he shares some stories about leadership failure, the consequences of bad decisions during a response, and lessons we can learn from those situations. 

We also discuss community meeting formats. You can do a town hall/open mic format or posterboard session. Which is most appropriate?

Adam also shares stories from a major oil spill response in Dutch Harbor, AK, and how the ability to adapt and adjust to changing conditions and public sentiment is pivotal to a successful response. 

Adam currently serves as Emergency Management Coordinator for the Fairfield County Virginia Emergency Management Agency. He shares with us a riveting tale of a leadership failure in a crisis, underlining the importance of self awareness and knowing one's limitations. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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In this episode, we continue our conversation with Adam Wine, a 30-year veteran of the US Coast Guard.  We cover a lot of interesting topics in this discussion, including:

• the relationship between PIO and Liaison Officer during a response; 
• the downside of releasing information to politicians in advance of a press briefing;
• how to manage a team member who isn't pulling their weight, or has just become exhausted;  
• the type of writing skills needed in a crisis team (it's not what your typical English major might bring to the table);
• characteristics of a good PIO;
• working with and coaching inexperienced leaders.

Adam Wine has many years experience working int he trenches for major crisis responses. Tune in to hear some of this experience and guidance for being successful in a crisis.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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In this episode, we continue our conversation with Adam Wine, a 30-year veteran of the US Coast Guard.  Adam discusses the frustration of being on the response team when politics get in the way and politicians seeking the spotlight lie to the public.   

We talk about our experiences working the Deepwater Horizon oil spill response and our frustrations as PIOs dealing with disingenuous politicians (we're being kind here). It can be difficult getting information to the public in a timely fashion when your press releases are being routed to the White House for approval - far outside the normal unified command approval process. That happens. How do you deal with it?
 
In a surprising story, Adam shares how he was fired from the Deepwater Horizon spill response team in Louisiana by the White House. Yes, Adam tells us how political operatives in the Obama White House got him fired from his position leading communications in one coastal area of the spill response. This story came up as part of our conversation about the politicization of crisis situations, which has been going on for decades. 

Tom, Marc and Adam discuss several incidents where politicians intervened in response communications, and Adam shares the story of why he was fired, and how he held his ground when asked to lie about the crisis response effort. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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When a company buys another firm, the expectation is for profits and revenues to increase.  But what if the opposite occurs?  This is what happened after energy giant bp acquired Castrol, the global leader in premium lubricants products. This is a story of a business crisis and how a new management team turned it around.

Our guest, Polly Flinn  is a highly experienced chief marketing officer who has done stints at bp, Walmart, Arco ampm, Giant Eagle, and Castrol. She shares the story of this business in crisis and steps us through the challenges she  faced working to stem the decline and keep prized customers from abandoning the brand.

Polly currently runs her own retail consulting company, Flinnstone Strategies. Find more at Flinnstonestrategies.com.

If you have a recommendation for a topic or guest on the podcast, email tom@leadinginacrisis.com.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Imagine steering a colossal retail business, like the family-owned Giant Eagle, through the stormy seas of a global pandemic. Our guest, the remarkable Polly Flinn, takes us on that voyage. With her at the helm, they navigated treacherous waters by staying in tune with their customers, using real-time data from weekly polls. That data helped the team adjust their store and pharmacy tactics to provide leading edge services to their customers in a rapidly changing environment.

And for a time, it appeared that Polly was part the TV show "Undercover Boss" as she worked alongside employees to keep stores open and customers happy. But this was reality, not a reality show.

Polly Flinn now provides retail consultancy services through her aptly  named firm, Flinnstone Strategies. Find them at flinnstonestrategies.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On today's episode we talk about managing a crisis in the form of a unique supply chain disruption and the leadership skills required to deliver fast and effective solutions. Our guest is Jeff Zudock, a 35-year veteran of ExxonMobil and an expert in commercial and supply chain management. 

The stakes are high when raw materials go in short supply, and quick action is needed to avert losses that can quickly reach millions of dollars per day if manufacturing facilities are idled owing to a kink in the supply chain. 

You'll hear Jeff discuss leadership principles that help guide him when leading a crisis team, and he also offers insight into best practices to avoid supply chain disruptions.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Are you prepared to navigate a supply chain crisis? Will you crack under the pressure, or will you lead like a seasoned captain navigating through a storm? Join us as we share the mic with Jeff Zudock, a supply chain maestro with three decades of experience under his belt at ExxonMobil, now retired. 

Jeff gives us a riveting account of managing a supply chain crisis when COVID-induced disruptions threatened a vital raw material's supply. The stakes were high, with potential financial losses scaling millions. But with shrewd communication and the audacity to seek alternative solutions, his team weathered the storm. Let Jeff's story inspire you and arm you with invaluable lessons about supply chain management and crisis leadership.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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We're privileged to have an engaging conversation with retired US Ambassador Lewis Lucke. Now, he's not just any ambassador. This man is a seasoned crisis leader who has been at the helm of some of the most challenging situations around the world. From the reconstruction of Iraq to the 2010 Haiti earthquake, Ambassador Lucke was right there, making decisions that impacted and saved countless lives. His tales are riveting, his insights profound, and his wisdom invaluable.

His tales of international intrigue over the course of his career are captured in his book, From Timbuktu to Duck And Cover, Improbable Tales from a Career in Foreign Service, found on Amazon here.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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We continue our conversation with retired US Ambassador Lewis Lucke around his experiences managing huge crisis responses in Iraq and Haiti.

Find the ambassador's entertaining memoir of his career as a foreign service officer, Duck And Cover, Improbable Tales from a Career in Foreign Service, on Amazon here.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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This week Marc and Tom review a case study Tom prepared around the recent Alaska Airlines in-flight emergency involving a suddenly missing door plug on the aircraft.

Tom pulled together a case study around early phase crisis communications and he and Marc review and discuss how the three companies involved communicated to their stakeholders and customers in the first hours and days following the incident. Those companies include Alaska Airlines, Boeing, and Spirit Aero Systems, manufacturer of the fuselage on that Boeing 737 aircraft.

It's a spirited discuss during which Tom and Marc disagree on how some communications were handled in that early phase.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Join the conversation with Tom Mueller and Mark Mullen as we dissect the high-stakes world of crisis management, offering a rare glimpse into Boeing's strategic playbook during the Alaska Airlines incident. Through the lens of crisis communication experts, we unravel the complexities of swift, competing responses amidst public scrutiny and the 'fog of war' that often clouds crisis situations.

Our latest podcast episode takes you behind the scenes of Boeing's handling of the Alaska Airlines incident. We debate the  timeliness and appropriateness of their response to this near-catastrophic incident. We critically analyze their decision to implement a safety stand down and the CEO's strategy of engaging with the crisis head-on. And we also discuss the tactic of leaking internal meeting content to key reporters in order to gain positive media coverage.

We also discuss Southwest Airlines' approach to crisis communication following an in-flight incident and fatality two years ago. Join us as we dissect these case studies and offer invaluable insights into the complex world of crisis communication in the aviation industry.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Discover the crucial elements of crisis management for nonprofits as Randy Sumner of WPNT Communications joins us to unravel the complexities these organizations encounter during turbulent times. Our enlightening discussion ventures into the necessity of meticulous preparation and the adoption of transparent practices to safeguard public trust and ensure financial vitality. Randy, drawing from a wealth of expertise in media and crisis training, warns against the peril of over-reliance on the inherent virtue of a nonprofit's mission when facing scrutiny. Listen to how the interplay between timely response and sustained public confidence can drastically shape an organization's future.

Use the following addresses to contact Tom, Marc, or our guest today Randy Sumner.

Tom Mueller - Tom@leadinginacrrisis.com
Marc Mullen - Marcmullenccc@gmail.com
Randy Sumner - rsumner@wpnt.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Crisis strikes without warning, and the mettle of non-profits is tested in the heat of the moment. This is part 2 of our sit down with Randy Sumner, the seasoned crisis management expert with a wealth of experience from his days as a television news journalist to his current role as an executive coach and crisis trainer at WPNT Communications. We dissect the critical strategies that non-profits and NGOs must employ to weather the storm, using the harrowing Lakewood Church shooting as our touchstone. Randy's insights into the necessity of a robust operational response, regardless of the size of your organization, are not just enlightening—they're essential listening for anyone at the helm of a non-profit.

To contact us here at the podcast, please reach out to:

Tom Mueller - tom@leadinginacrisis.com
Marc Mullen - Marcmullenccc@gmail.com
Randy Sumner - rsumner@wpnt.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, we discuss the value of using live, interactive social media simulation for a realistic experience during crisis training exercises.  We're joined by Geoff Paddock, a journalist-turned-communications expert based in the UK, who brings a wealth of experience in the nuclear and chemical sectors. With Geoff we dissect how digital crisis simulations provide an unparalleled level of realism and urgency that paper-based methods can't match. Our discussion takes you behind the scenes of tailoring high-stakes simulations to an organization's specific nightmare scenarios, helping teams plan their communication strategies in a safe training environment.

We discuss the STORM simulation platform, which Geoff pioneered and operates for crisis training exercises with clients around the world.

For more information on the STORM platform and crisis simulations, you can reach Geoff Paddock via email at: geoff@gpmedia.co.uk.

Other contacts for podcast information:
Tom Mueller - tom@leadinginacrisis.com
Marc Mullen - marcmullenccc@gmail.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Unlock the secrets to building unshakeable trust between companies and communities with our expert guest, Mary Sue Knowles. With over two decades of expertise, Mary Sue unravels the significance of community advisory panels (CAPs) for effective crisis management and the cultivation of long-term relationships. This episode is a goldmine for anyone looking to understand the sheer power of open dialogue and genuine engagement in forging community partnerships that withstand the test of time and turbulence.

Join us as we navigate the intricate process of forming CAPs, selecting the right members, and establishing a dialogue that outlasts the immediacy of regulatory approvals. Mary Sue walks us through the stark differences between a community with a CAP in place and one caught unprepared in the face of crises, with vivid examples drawn from recent headlines. By the end of our conversation, you'll grasp why CAPs aren't just good practice—they're the proactive bridge that connects industry to community, ensuring that even in the midst of storms, communication remains clear and conflicts are skillfully mitigated.

For more information about CAPs, contact Marysue Knowles at: mknowles@knowlescommstrategies.com

To share feedback or submit a guest recommendation, contact Tom Mueller via email at tom@leadinginacrisis.com.

To reach Marc Mullen for help with your crisis communications plan development or review, email him at mmullenccc@gmail.com.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Join us for an engaging conversation around risk communication - not the same as crisis communication - with Ann Hayward Walker, a seasoned scientific advisor who has worked major incidents including Deepwater Horizon and Exxon Valdez. Ann has spent many years exploring how people process perceived risk and how an incident management team can effectively communicate around risk issues.  How does she recommend managing the difficult issue of risk communication? Hint: It isn't through the PIO or Liaison teams. Emotion plays a part in connecting with a community that has suffered a major incident, yet it can get in the way of information flow. Ann also tells us why she prefers information to facts in an emergency response context. There's a lot to unpack here. Please join us!

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Steer clear of the political quagmire and keep your brand afloat during election season! Join host Tom Mueller and guest Kathy Leach from Brand Insights as we traverse the complex terrain of brand risk management amidst the uproar of political campaigns. Discover essential strategies for maintaining your company's integrity without becoming collateral damage in political warfare. We're getting down to brass tacks on staying informed and strategic with your brand's messaging, the art of monitoring social chatter, and the finesse of working with legal and PR mavens to sidestep potential pitfalls. 

The conversation doesn't end there; we're tackling the tightrope walk of brand communication when the winds of controversy blow. Learn how to articulate principled stands on hot-button issues, anticipate the public reaction, and construct responses that strike a chord with your audience. Kathy and I lay out the blueprint for an effective crisis team and the creation of a 'war room' to manage crises with precision and speed. 

You can reach Kathy Leech via email at: Kathy@brand-insights.net

Reach Tom Mueller at: tom@leadingingacrisis.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, Tom and Marc review the communications coming out from the various parties involved in the Francis Scott Key Bridge collapse in Baltimore.

This is a complex response involving numerous federal, state, and local agencies, with communications coming from several different groups. Tom and Marc parse through the communications and offer insights for crisis communicators monitoring this large scale response that has more than 20 persons staffing the joint information center. We have also seen communications from the US Army Corps of Engineers, the State of Maryland, local entities, and the ship management company. How does it all blend together in this high-profile incident response? Which crisis website technology platform is being used to run the online communications? Tom and Marc offer their observations and insights.

For more information about the podcast, reach out to Tom and Marc:
tom@leadinginacrisis.com
marcmullenccc@gmail.cocm

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Prepare to navigate the stormy seas of crisis management as we welcome the unparalleled expertise of Dan Smiley, whose storied career has taken him from the decks of the Coast Guard to the forefront of oil spill response. Now, as a consultant and podcast voice on crisis leadership, Dan steps aboard our show to chart the integration of AI into the realm of incident command. With anecdotes from the field and an insider's perspective, he brings to life the transformative impact of AI tools like ChatGPT in sculpting dynamic response strategies and propelling software innovation in crisis scenarios.

The conversation then shifts to a more turbulent current – the murky waters of AI-generated graphics and the scourge of misinformation. Battling through the challenges of crafting our podcast logo with AI, we expose the ironic complexities of technology that's simultaneously advancing and leading astray. Witness how deceptively realistic visuals, such as those of a fabricated ship fire, can undermine trust during real-life emergencies. Dan and I explore the indispensable role of Public Information Officers in this new age, armed with the latest rhetorical armor to combat an onslaught of AI-spun fallacies that threaten the integrity of truth in our digitally dominated world.

Reach Tom Mueller at tom@leadinginacrisis.com
Reach Marc Mullen at marcmullenccc@gmail.com
Reach Dan Smiley via LinkedIn.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Emergency situations don't come with a playbook, but when they strike, it's leaders like incident commander Dan Smiley who orchestrate the chaos into coherence. In our latest episode, Dan reveals the behind-the-scenes drama when multiple agencies, such as the EPA and Coast Guard, must unite under the banner of Unified Command. He gives a gripping account of a vessel grounding off the coast of California, unraveling the complexities of authority, collaboration, and the decision-making that pivots on the signing of the Incident Action Plan. As we dissect these challenges, Dan shines a light on the stark contrasts between rehearsed exercises and the unpredictable nature of real crises, where every decision carries weight.

Navigating through the fiery aftermath of the Genius Star 11 ship incident, our conversation with Dan evolves into an intricate look at adaptability in leadership roles. We examine how the response can swell or contract as necessary, transitioning from public information efforts to liaison-focused strategies. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Unlock the secrets of crisis leadership with the wisdom of corporate communication maestro, John Breed, manager of community and external affairs at ChampionX.  We think John wins the award for working with most CEOs in a career, and he shares some of his tips for managing those relationships, particularly in a crisis. Our conversation traverses the essential traits that make or break leaders during turbulent times, with a particular focus on authentic empathy and comprehensive industry knowledge. John's storied career, working shoulder to shoulder with top CEOs, lends credibility to his insights.

Venture into the high-pressure environment of offshore drilling where communication is as vital as any safety equipment. Through a detailed analysis of a real-life rig fire, John walks us through the sometimes complex web of communications and information sharing among contractors, employees, and customers. This episode is rich with stories from the front lines, offering listeners a rare behind-the-scenes look at the meticulous orchestration of crisis drills and communication plans. 

Reach Tom Mueller at tom@leadinginacrisis.com
Reach Marc Mullen at marcmullenccc@gmail.com.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, we continue our conversation with Will Fitzgerald and Celina Cardenas from Occidental Petroleum recounting their first time serving in leadership roles for a major crisis exercise. 

Ever wondered how leaders maintain composure and maneuver through the chaos of a crisis? That's exactly what we uncover with  Will and Celina as they recount their experiences at the helm during a high-intensity crisis simulation. Will pulls back the curtain on the role of a Public Information Officer in a unified command, where rapid-fire decisions and clear communication are paramount. Celina gives us a front-row seat to the demands of managing a Joint Information Center, from handling a barrage of media queries to realigning team roles on the fly for maximum efficiency. This episode is nothing short of a masterclass in leadership under fire.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, two first time leaders in a major oil spill response drill share their experiences, thoughts, and insights into leading during a major crisis. Occidental Petroleum tapped Will Fitzgerald and Celina Cardenas to serve as public information officer and deputy PIO for a recent drill, giving them their first taste of leading the team in a crisis. They recount for us their pulse-quickening experience in a Gulf of Mexico oil spill drill. Step into their shoes as they grapple with a game of high-stakes information chess where every move could sway public perception. Will and Celina peel back the curtain on the relentless pace of media relations, the crafting of crucial first impressions, and the dance of disseminating information under the watchful gaze of an ever-evolving media landscape.

Venture behind the scenes with us to unravel the meticulous orchestration of a Joint Information Center during an emergency, where the pressure can be intense and deadlines short. Celina takes us through the strategic play of aligning her team to navigate the complexities of this crisis response—showing us that adaptability is the name of the game. 

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Can AI really revolutionize crisis management? Today, we're joined by Justin Snair, the brilliant mind behind Preppr.ai, to discuss how artificial intelligence is transforming the landscape of emergency preparedness. From his roots in the Marine Corps to his innovative work with under-resourced organizations, Justin shares his unique journey and insights on making planning and crisis exercises more accessible and affordable. We explore how AI could help small organizations and nonprofits (and all of us, really) develop crisis plans  and plan exercises using AI to facilitate/automate those tasks. 

We'll also tackle some thought-provoking topics, such as the personalization of emergency management through AI - using chatbots to respond to public inquiries during an emergency - and using AI for more mundane tasks like sorting through your inbox. 

Justin and I dig deep into the biases inherent in AI development, the sustainability challenges, and the national security implications of relying on foreign-produced semiconductors. This episode underscores the need for responsible AI development to ensure accurate information and sustainable solutions during crises. Don't miss this compelling conversation on the future of crisis management and the role AI could play in it.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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How does one navigate the chaos of a natural disaster while ensuring cultural respect and effective communication? Join us as we dive into the compelling and heart-wrenching story of the Lahaina wildfire in Hawaii through the eyes of Michael Brogan, a seasoned public affairs expert. He recounts the sheer devastation he witnessed in Lahaina and the complex, multi-agency recovery efforts that ensued. Michael shares the challenges of communicating the EPA's mission in an environment where traditional information channels were obliterated, offering a vivid portrayal akin to his deployments in war zones.

With over three decades of experience in the Department of Defense, Veterans Administration, and the EPA , Michael's journey from childhood inspiration to achieving his dream role at the EPA in San Francisco in 2022 is nothing short of remarkable. 

In another gripping segment, we spotlight the critical role of cultural training and sensitivity in emergency response, particularly in Hawaii. Michael discusses how mandatory cultural training, led by a local Hawaiian elder, was pivotal in ensuring respectful and effective operations. He provides insight into the emotional and political turmoil faced by local authorities and federal teams, stressing the importance of understanding, humility, and grace. Michael’s reflections on working with exhausted local staff underscore the human element in crisis management, making this episode an essential listen for anyone interested in emergency response and public affairs.

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Ever wondered how coordinated disaster response efforts come together in the face of devastating wildfires? Join us on this week's Leading in a Crisis as we sit down with Michael, who has firsthand experience on the ground during the Lahaina wildfires in Hawaii. Discover the intricate role the US Army Corps of Engineers played in uniting federal, state, and local agencies, and how crucial it was to integrate local knowledge and resources. Michael elaborates on the EPA's missions, including hazardous material removal and essential water operations, while also highlighting the importance of involving local contractors and cultural monitors. You'll gain a deep understanding of the cultural significance of daily pule gatherings, which provided much-needed spiritual support and unity for the response teams. 

Michael brings forth invaluable lessons from crisis management, emphasizing humility, teamwork, and the courage to speak truth to power – essential insights for younger responders navigating overwhelming situations. 

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On today's episode we take you back to a terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and  injuring hundreds more. The Islamic State claimed responsibility for the attack.

Our guest today, Amanda Coleman, served as the lead press officer for the Greater Manchester Police during that incident.  That agency managed the initial response, which quickly escalated to a national incident with Cobra activation at 10 Downing Street. (Cobra is the UK government's highest level of government response to an incident, and includes the Prime Minister and key cabinet secretaries.) Amanda shares with us her experiences managing the communications team and facing the many unexpected challenges associated with a terrorist attack in her community.

ow do you effectively manage communication during a catastrophic event? Tune in as we uncover the strategies and experiences of Amanda Coleman, a veteran crisis communication specialist. Amanda shares her extraordinary journey navigating the immediate aftermath of the 2017 Manchester Arena bombing. She details the critical steps she took to ensure accurate and timely information was disseminated, the importance of preparation and collaboration among emergency responders, and the unique hurdles posed by the incident and the city's geography.

Amanda offers invaluable insights into balancing the emotional needs of grieving families with the demands of an ongoing police investigation. Discover her improvisations when an emergency hotline failed and the significance of providing emotional support to both the bereaved and responders. This episode provides a compelling look at the multifaceted, human-centered approach to crisis communication during one of Manchester's most challenging times.

Amanda has published two books on crisis communication strategies and more routine communication strategies. You can purchase those books at Amazon here.

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How do you keep your team going when every second counts and the stakes couldn't be higher? Join us as Amanda Coleman, a press officer with the Greater Manchester Police at the time the incident occurred, shares her gripping experience managing the aftermath of the Manchester Arena terrorist attack. Amanda opens up about the initial misjudgment of staffing needs, the rapid burnout of her team, and the critical lessons learned from the delay in requesting help. She provides a vivid recount of the logistical challenges and the emotional challenges of coordinating political visits, family support, and public unrest.

Amanda doesn't hold back on discussing the emotional and logistical hurdles faced by senior leaders during such traumatic events. Discover the human touch she maintained even while delivering press briefings under immense pressure, and the surprising significance of a simple prop that provided emotional stability. Learn about the rare unity within the organization immediately following the attack, and the intricate balance needed to manage community relations alongside high-profile visits like that of Prime Minister Theresa May without disrupting critical operations.

The mental health toll on crisis responders and affected communities is a focal point in this episode. Amanda sheds light on the often-overlooked issue of PTSD among responders, sharing valuable lessons on recognizing the signs and encouraging individuals to seek help. Hear her insights on keeping affected individuals at the center of the response, the need for flexibility in crisis plans, and the importance of long-term support. This episode is a must-listen for anyone looking to understand the complexities of crisis management and the critical importance of mental health support.

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One of the key tenets of crisis planning is having a surge capacity that allows you to scale up your available resources when a crisis strikes. Most companies struggle with this over time, as it can be costly to keep a PR firm or other resources on retainer. Budget cycles make this expense hard to justify, especially if your firm hasn't suffered a  major crisis.

In this episode, we delve into the very public  failures of one company - Centerpoint Energy - to maintain this communications and operational surge capacity during two serious weather-driven crises in Houston in 2024. The resulting public outcry caused significant reputational damage to the utility company, despite best efforts of the available communications and operations teams to manage the incident.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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PTSD or post traumatic stress disorder is most often associated with combat veterans returning home after a lengthy, risk-filled deployment in battlefield conditions. But PTSD can also affect team members who deploy out to a major crisis incident response. They are often dealing with situations that threaten people and communities, where emotions are running high and responder stress levels are as well.

These conditions can wear us down and create mental health issues - the most serious of which leads to PTSD - that often go unnoticed and untreated. In this episode, we discuss PTSD with a mental health specialist, Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley. We discuss the signs of PTSD and what team leaders and companies can do to help prevent it from developing in their teams during and after a major incident response. 

#PTSD #mental health #crisis response #crisis communications

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In part 2 of our conversation about PTSD in the crisis management realm, we continue our conversation with Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley.  Sara shares tips for avoiding PTSD and other mental health issues when living and working in highly stressful situations.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On January 29, an American Airlines commuter plane collided with an Army Blackhawk helicopter near Reagan National Airport. All aboard both aircraft were killed, in what is our nation's worst airline incident in 11 years. 

How did American Airlines manage early communications around this horrific incident, a worst case scenario for any airline? We walk through the company's initial communications response to understand how they chose to speak to families of those who were on the plane, their employees involved in the response, and other stakeholders. We review their initial messaging and approaches to see what messaging they used and which channels they chose to deliver it.

Hosts Tom Mueller and Marc Mullen are joined by PR practitioner Destin Singleton, APR to discuss their early assessment. Destin is principal at Emic Communications, a strategic communications consultancy. Find her at emiccomms.com.

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On this episode Marc and Tom are joined again by Destin Singleton and we discuss the value - and surprises - that can come from a periodic refresh of your crisis plan. We call it spring cleaning. And a spruced up plan smells so much nicer, don't you think?

Company reorganizations, personnel changes in your team or in other departments can all impact your crisis plans. New people often need training, or a refresh of training, for roles they may fill in your response plan. 

If you would like any assistance with your crisis planning or training activities, including tabletop exercises or a case study to stimulate your team's preparedness, reach out to Tom, Marc or Destin.

Tom Mueller - tom@leadinginacrisis.com

Marc Mullen - Marcmullenccc@gmail.com

Destin Singleton - https://www.linkedin.com/in/destinsingleton

emiccomms.com

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Destin Singleton joins us on the Leading in a Crisis podcast to unravel the complex dynamics of hosting high-profile figures at your organization. Imagine receiving a call from the White House with just 72 hours to prepare for a presidential visit to your facility. Destin takes us behind the scenes of her tumultuous experience managing a last-minute presidential visit at an oil refinery in 2017. We weigh the potential benefits against the significant risks of such high-stakes situations and explore how to brace for the unexpected when your company becomes the stage for a national spotlight.

Our conversation doesn’t stop there; we shift gears to dissect the art of large crisis exercises. Are you more inclined to "play to win" or "play to stretch your team"? Through Destin’s insights, we unpack these strategies as applied by leading multinational corporations. Whether you’re pondering the impact of social media influencers using your brand as a backdrop or refining your crisis management tactics, this episode promises to equip you with practical advice and thought-provoking perspectives. Join us as we navigate the challenges and opportunities of hosting prominent guests and conducting effective crisis exercises.

If you would like any assistance with your crisis planning or training activities, including tabletop exercises or a case study to stimulate your team's preparedness, reach out to Tom, Marc or Destin.

Tom Mueller - tom@leadinginacrisis.com

Marc Mullen - Marcmullenccc@gmail.com

Destin Singleton - 

https://www.linkedin.com/in/destinsingleton

emiccomms.com

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Discover the secrets of crisis management on social media with our special guest, Destin Singleton, a seasoned corporate communications expert. Recognized as one of the top 20 business management podcasts in Texas, we're thrilled to bring you Destin's insights on effectively navigating localized incidents. From discussing the merits of creating temporary local social media channels to sharing strategies for engaging communities, this episode promises to equip you with the knowledge to build trust and maintain strong stakeholder relationships. Destin also recounts a riveting tale of handling a sudden marine crisis in Anchorage, highlighting the indispensable role of preparation and media relationships in crisis situations.

Explore the delicate balance between technology and old-school methods in crisis communication, particularly within a Joint Information Center. We dive into the benefits and challenges of using digital tools like Teams and Jetty while emphasizing the need to keep internal teams informed, illustrated by the American Airlines incident. Understand the importance of strategic hashtag creation and controlled narratives during a crisis, and the value of understanding Public Information Assistance Team roles. This episode is a must-listen for anyone looking to enhance their crisis response strategies and build robust communication frameworks.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Discover how artificial intelligence is revolutionizing crisis communication management alongside our esteemed guest, Philippe Boremans. With his extensive experience in public relations, particularly in crisis and risk communication, Philippe unveils how AI tools like ChatGPT are reshaping the landscape. He shares invaluable insights on leveraging these technologies for efficient content creation and crisis planning while stressing the importance of ethical considerations. Whether you're a seasoned professional or just starting out in the field, Philippe's practical advice on using accessible AI tools will guide you in enhancing your crisis communication strategies.

You can learn more and reach Philippe Borremans at wagthedog.io or via LinkedIn.

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Discover the critical role of the Family Liaison Officer in search and rescue operations with our guest, Moose Mutlow, a seasoned expert in the field. Moose sheds light on how this pivotal role serves as the communication lifeline between the incident commander and the families of missing persons, particularly in the challenging landscapes of Yosemite National Park. Through Moose's experience, learn how FLOs help navigate the emotional labyrinth of high-stress missions, ensuring families are kept informed with empathy and precision. We explore the FLO's unique position amidst varied stakeholders, underlining the need for a compassionate and objective communication strategy that bridges families with the search process.

Reach Moose Mutlow at moosemutlow.com or via LinkedIn.

Find his books on Amazon here: 

Email Tom: Tom@leadinginacrisis.com

Email Marc: Marcmullenccc@gmail.com

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Wildfires are not just a devastating force of nature; they are a crisis that tests the limits of communication and collaboration. In this episode, we engage with Katy O’Hara, a fire management specialist with a wealth of experience in crisis communication and public information. Katy sheds light on the challenges faced by public information officers during wildfire emergencies, especially in high-stakes situations like those we've witnessed in the Pacific Palisades, where urgent evacuations and tragic losses occurred. 

Listeners will gain insight into how communication strategies evolve in response to the demands of affected communities. Katie discusses the tools she uses—from social media to grassroots conversations—and how her training helps bridge the gap between complex firefighting jargon and relatable messaging for those in affected areas. With the stakes as high as lives and homes, understanding how to convey accurate and timely information becomes paramount. 

Moreover, the episode underscores the undeniable importance of teamwork among various agencies responding to wildfires. Katie shares valuable lessons on how to navigate the intricate landscape of interagency communication, allowing the public to stay informed while fostering trust among community members. 

Reach Katy O'Hara at Control Line Communications https://www.control-line.co/

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Join us for an engaging conversation with Katy O'Hara, a seasoned public information officer and firefighter, who shares her formidable experiences in crisis communications. With a background in both wildland firefighting and military service, Katie provides unique insights into the challenges faced in high-pressure situations. From her deployment in Afghanistan to her work on the Hermits Peak Fire, Katie opens up about the delicate balance between media demands and ethical responsibilities.

Discover the intense lessons learned while managing public relations in real emergencies, where every word has significance and can impact lives. She recounts the intricacies of navigating media pressures while ensuring the families of affected individuals are notified properly, highlighting the difficult choices encountered along the way.

Find Katy at www.control-line.co 

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The media landscape is undergoing a seismic shift, and crisis communications must evolve alongside it. Communications expert Janie Jordan joins us from Australia to explore how influencers and alternative media are reshaping political discourse and crisis management strategies.

We dive into the Trump administration's controversial addition of influencers to White House press briefings and what it means for traditional media gatekeepers. As Janie observes, "We're at a dangerous interesting time with what's going on in the White House." This shift reflects broader trends in audience trust - with legacy media credibility declining while long-form, unfiltered content from podcasters like Joe Rogan draws tens of millions of viewers.

What appears rambling or unpolished to traditional media standards might actually build more audience trust through perceived authenticity. Politicians are increasingly bypassing media filters to connect directly with audiences, yet corporate leaders have been slower to embrace these channels. 

Through compelling examples like the Iggy Azalea/Papa John's incident, we examine the tension between control and speed in crisis response. With 75% of crises potentially avoidable through proper issues management, organizations must develop crisis-ready cultures rather than just tactical response plans.

You can reach Janie Jordan at https://www.janejordan.com.au/ 

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The rise of long-form interviews has created a new challenge for executives trying to balance authenticity with strategic messaging. Communications expert Janie Jordan joins us to unpack why these seemingly relaxed conversations can actually be the most difficult media format to navigate successfully.

We also examine the rapid evolution of crisis communications through recent airline incidents, exploring how companies like American Airlines and Southwest Airlines have established new standards with CEO video responses issued within hours of an incident. But how 'out front' should your CEO be in a crisis? 

Our host, Tom Mueller, was a PIO for bp during the Deepwater Horizon oil spill response, and relates his experience with CEO Tony Hayward during that incident. It's a reminder of how even well-intentioned executives can mishandle their communication role.

Listen now to gain valuable insights on preparing executives for both planned long-form interviews and unexpected crisis situations in today's unforgiving media landscape. 

You can reach Janie Jordan at https://www.janejordan.com.au/

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When a 6.3 magnitude earthquake struck Christchurch in February 2011, crisis manager Brendan Winder faced the ultimate test of leadership. The devastation was immense - 185 lives lost, 8,000 properties abandoned, and a city center that would need to be completely reimagined.

Brendan takes us behind the scenes of the emergency response, revealing the split-second decisions that saved lives and the fortuitous coincidences that bolstered their efforts. Australian police officers were quickly dispatched to assist, a military exercise was already underway nearby, and a Navy warship happened to be docked with double its normal command staff. These unexpected resources proved crucial during those chaotic first days when situational awareness was nearly impossible to maintain across the affected areas.

The conversation delves into the evolution of crisis management practices since the earthquake. Communication strategies have shifted dramatically, now incorporating sophisticated PACE plans (Primary, Alternate, Contingency, Emergency) and multi-channel approaches that recognize not everyone trusts government sources. Perhaps most significantly, the approach to responder mental health has transformed from the old "bite down on your mouthguard and keep boxing" mentality to comprehensive trauma and fatigue management systems that acknowledge the long-term psychological impacts of disaster response.

What stands out most powerfully is Brendan's perspective on recovery - often more challenging than the initial crisis response. His advice to Los Angeles residents affected by recent wildfires balances sobering realism about the difficult journey ahead with genuine hope, pointing to Christchurch's eventual renaissance with modern infrastructure and renewed community spirit. The shipping containers that once supported damaged facades and housed temporary businesses became unexpected symbols of resilience and adaptive thinking.

The most valuable takeaway? Emergency management must remain fundamentally human-centered. As Brendan explains, "These big emergency responses aren't about buildings, they aren't about infrastructure... they're about people." His team now includes a symbolic "community persona" in all decision-making to ensure institutional needs never override community welfare - a practice that ensures better outcomes for everyone when disaster strikes.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.