Dealing with victims remains among the least well-handled of all management activities. Here’s how your institution can appropriately respond when a victim-creating incident occurs.
The weight of public communication on public officials is enormous compared to the communication requirements in private industry, even in the non-profit sector. It would appear America is entering an era of extraordinary change in the relationship of government to people. Changes and eliminations in programs and services, the handling of public crises in general, are gaining more scrutiny from more opinionated sources.
The highest priority, greatest threat and most crucial aspect of managing crises is the victim dimension. Victims provide the explosive emotional drive that results in high visibility, high liability and high anxiety. The reality is most organizations, hospitals, schools and universities do a sloppy, insensitive or timid job of dealing with victims. This can be very costly to your reputation.
Civility and niceness begins with each one of us. Here’s one great example of a lot of people being helpful and decent to others, and the source is surprising.
The five most powerful positive words/phrases in any language or culture are…
Probably the most important lesson I ever learned, years ago, about urgent and crisis situations was that whatever the nature of problem, it very likely had happened to someone else before it has or would happen to me.
This is one of my favorite tools for discussing serious problems with management. It is simply a side-by-side comparison of the assumptions we make about a given situation, and the realities of that situation in the words of victims, employees, critics and those indirectly affected.
Featured in the January edition of Minnesota PRSA Perspectives Blog
When giving opinions to senior management some middle managers and most front-line workers tend to give advice without thinking about how to craft it so that decision-makers will be receptive to it. That can doom a good idea to oblivion.
This is the time of year when senior public relations practitioners are nominated for election to the Public Relations Society of America (PRSA) College of Fellows. As I begin my 23rd year as a PRSA Fellow (I’m also an International Association of Business Communicators (IABC) Fellow), it’s interesting to reflect on the experiences of all those I have coached and mentored over the years, on my way to becoming a Fellow in both organizations. Just about everyone comes to the Fellow’s process with few clues about what a Fellow actually is.
Stop the production of critics and enemies. Once you victimize them, they have far more power than you’ll ever have; they live forever, will survive you and will be waiting in the swamp.