Connection is at the heart of any good crisis communication strategy.
However, we’ve all seen leaders attempt to connect with their audience with all the right words, and yet something feels… off.
While a Crisis Ready Hindrance is often blocking that connection, understanding near and far emotional enemies is a powerful tool to help you overcome those Hindrances to resonate and connect in meaningful ways.
Within this podcast, which is the audio version of a recent Crisis Ready blog post, Melissa Agnes explores how near and far enemies give leaders and crisis communicators the language to better understand why some attempts at emotional connection fall flat, and to better resonate with stakeholders in critical moments.
Links:
➡️ The whole article can be found here, on the Crisis Ready Blog.
➡️ If this message resonates with you and you'd like to truly master the art of crisis communication and leadership, enrol in our Crisis Ready® Course, which is the first step in becoming certified in crisis comms.
In order to achieve the mark of a true crisis leader, you must be able to effectively apply emotional awareness to your crisis communication strategy. This episode explores what that means and how to achieve it.
This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.
Make no mistake: AI absolutely will affect crisis communication — and crisis in general, for that matter. Recently, my friend and the queen of PR herself, Gini Deitrich said something that got me thinking about predictive AI even further: Could AI predict the emotional escalation of a crisis… before it begins to happen? This episode explores this concept and what it could mean for the crisis communication industry.
This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.
is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility.
Author and Customer Retention Expert, Joey Coleman, joins the Invincible Brand Podcast to discuss strategic ways to foster a culture whereby increased customer retention leads to brand advocacy, business resiliency, and ultimately, brand invincibility.
Studies show that 20% – 70% of your new customers will likely decide to stop doing business with you before they reach the 100-day mark. Meanwhile, if you can retain 5% of your customers who would otherwise stop doing business with you, you can increase your profits by 25% – 100%.
In his work as an author, keynote speaker, and consultant, Joey Coleman helps organizations strengthen the relationships they share with their customers and clients, with the goal of building long-lasting, emotionally connected relationships. In this discussion, Joey shares some of the specific steps he takes to achieve this. The strategies and insights he shares apply to all entities, whether in the public or private sector.
In a world where distractions are thrown at us at every corner, Attention Expert, Neen James, joins the Invincible Brand Podcast to share techniques for being mindful and intentional about where you dedicate your attention, in a way that prioritizes the things that matter most to your business, your team, your stakeholders, and your career.
You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.
We live and work amongst an overload of distractions and requirements that pull us in every direction, in almost every moment. This can make it difficult to give dedicated and mindful attention to the things that matter most to us, both personally and professionally. And yet, when we give our attention to the right things, we give and receive an abundance of opportunity and rewards in a myriad of ways.
In this episode of the Invincible Brand Podcast, Neen James discusses what it means to be intentional with our attention and how it helps foster cultures of trust, resilience, and business and reputational rewards.
This month’s question comes from Natalia who asked some core questions that pertain to crisis management and crisis readiness, such as:
“What is crisis management and what does it mean to be a crisis management professional?”
“What are some of the most common mistakes organizations make in the midst of crises and issues?”
“What are some of the qualities and characteristics that lend to being great in this profession?”
… and a question that caught Melissa by surprise, but she loved: “What does she think of the show Scandal in the context of crisis management?”
You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.
Do you have a question you’d like Melissa to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with Melissa and have your pertinent crisis ready questions answered.
Utility companies are no stranger to the multitude of challenges that present themselves in times of crisis. As a result, they have a ton of real-time crisis management experience that others can learn from. Alectra is one such organization.
With a 1,250 m2 (or 2,000 km2) service territory delivering power to approximately one million customers in Ontario, Canada, Alectra deals with issues and crises on a regular basis. In this episode, Blair Peberdy, Vice-President of Government and Corporate Relations at Alectra, joins the Invincible Brand Podcast to share the many crisis management lessons he has learned throughout his career.
It’s always great to learn from the mistakes, successes, and lessons learned by others—hopefully saving you from having to learn them the hard way. In this episode, Blair shares the structure behind Alectra’s crisis ready program, along with the many lessons the company has learned throughout its years of managing dozens of real-life and simulated incidents.
This episode provides a behind the scenes look at the different strategies and tactics that Alectra has implemented into its crisis ready program. These strategies and tactics continue to help the organization further strengthen its crisis ready culture, and the best part is that each of the lessons that Blair shares within this conversation are directly applicable to your organization and team.
Humor Engineer, Drew Tarvin, joins the Invincible Brand Podcast to discuss how humor can be used to effectively help solve so many common workplace issues, such as a lack of employee engagement, stress management, communication issues, and much more.
Drew’s outlook on life and the way he helps organizations use humor to solve internal issues, build a stronger culture, and increase productivity is unique and effective. It also aligns with the crisis ready philosophy and mindset, providing another piece to building brand invincibility.
During this conversation, Drew shares how a humoristic outlook and application improves communication, helps build relationships, improves problem solving skills, increases productivity, and helps to strengthen leadership. And the best part, is that it is simple to implement whether you believe yourself to be a funny person or not!
This was not only a fun and interesting conversation, but it’s so applicable and offers so many advantages. Tune in, laugh a little, learn, and then pass it on. This is one of those conversations that applies to and offers something valuable to everyone!
Dr. Nick Morgan, author of Can You Hear Me?(amongst other great books) and founder of Public Words, joins the Invincible Brand Podcast to discuss the impacts that the virtual world have on internal teams and the conscious efforts and actions that leaders can take to mitigate the risks that these impacts present on company morale, team-building, and ultimately the organization’s culture and reputation.
Virtual communication deprives us of the emotional knowledge that helps us understand context. This presents risks to relationships with stakeholders–especially in regards to your internal teams and departments. In this episode, Nick Morgan explores new research that dives deeper into this reality, the challenges it presents to leaders and their teams, and provides strategic insight into how we can mitigate the risks that come along with this reality and build more connected teams and a stronger internal culture.
This month’s question comes from Bridget… and, in fact, Bridget had a handful of really great questions that Melissa got to provide responses to. Here’s a sampling of what these questions were:
“Is crisis management different from industry to industry?”
“What is the best way to manage controversial issues that spark heated emotion within a subset group of stakeholders?”
“Who should be a part of the issue management team, when an incident doesn’t need to escalate straight through to leadership?”
Do you have a question you’d like me to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with me.
Shashank Nigam, author of Soar and CEO of Simpliflying, joins the Invincible Brand Podcast to share some powerful strategies on how today’s leading airlines have managed to build sustainable trust – and how that serves them when undesirable incidents risk occurring.
The airline industry is tough. The risks are exponential; profit margins are difficult to maintain; the general public is critical, emotional, and has the ability to instil a world of impact on brand equity and reputation; regulatory compliance is strict and severe… and the list goes on. And yet, there are some airlines out there that just simply get it. These airlines continue to do phenomenal work in creating brands that deliver an experience and put people first, fostering a culture that aspires to achieve brand invincibility and works proactively towards this objective every day.
Fortunately for the rest of us, there are so many crisis ready lessons and strategies that can be taken from these airlines and adapted into your own organization, no matter its industry. In this week’s episode of the Invincible Brand Podcast, Shashank sat down with me to discuss the strategies, mindsets, and crisis management failures and successes that he has seen in his work with over 90 of these airlines over the past several years.
Charlie Maclean-Bristol, one of the Founders and Directors of PlanB Consulting, joins the Invincible Brand Podcast to discuss how organizations can get around the lack of certification in the profession of crisis management, to make sure they’re partnering with the right professionals for their company’s crisis ready needs.
If you follow my work, then it’s quite possible that you know of a grievance that has been frustrating me more and more lately. The grievance is that, as a result of the thrilling allure and hype around the crisis management profession, combined with a lack of industry certification requirements, organizations are being put at risk by hiring “experts” who are causing more harm than help. I recently published a video addressing this grievance which sparked an interesting conversation on this subject with Charlie, which I thought would make for a compelling and hopefully beneficial podcast conversation.
Jackie Ford, partner at the law firm Vorys, Sater, Seymour and Pease, joins the Invincible Brand Podcast to discuss proactive legal strategies in your crisis readiness and the practice of compassionate compliance.
In my experience, one of the biggest challenges organizations face is forming a crisis ready alliance with their legal department where everyone is on the same page, understands each other’s different realities and challenges, and proactively supports and compliments one another’s crisis management functions. And yet, once this alliance is formed it is such a powerful asset to the organization’s crisis readiness.
Jackie Ford is a partner at Vorys and has a practice in employment law, privacy issues, internal investigations, and crisis management. Not to mention that she is a brilliant attorney whom I enjoy partnering with as often as possible in the interest of helping our clients strengthen their crisis readiness. Her work, her mindset, and the outcomes she provides to her clients are all testaments to the powerful advantages of creating strong relationships with legal for issue and crisis prevention and management.
In this conversation, Jackie provides great perspective and shares powerful stories to help you bridge these potential gaps and strengthen your crisis ready governance and culture.
Nearly ten years after Dave Carroll’s United Breaks Guitars video series went viral and helped change the landscape of issue and crisis management for brands, Dave joins the Invincible Brand Podcast to discuss the impact of compassion on brands and on an organization’s issue management, crisis management, customer service, and ultimately, its invincibility.
“I have been a digital journalist, reporter and TV producer for the last 10 years. I am interested in merging my skills in breaking news coverage into a career in crisis communications. I’d love to speak with you to hear your thoughts around how I can merge my journalism career into a future in crisis communication work.”
Do you have a question you’d like Melissa to answer, and are you willing for that discussion to be recorded in a way that respects your privacy and confidentiality? If so, visit melissaagnes.com to set up some one-on-recorded-one time with Melissa!
William Espey, the man responsible for the voice of the brand that is Chipotle, joins the Invincible Brand Podcast to discuss the challenges Chipotle faced when managing the E. coli crisis in 2015, and the mindset and strategies they implemented to manage the many dynamics of this incident and the reputational impact it threatened to leave on the brand.
Chipotle is a brand that has worked hard and done a phenomenal job at building solid and trusting relationships with its customers. When the E. coli crisis struck, the brand needed to work especially hard to not lose all that goodwill and trust they had earned throughout the years—and the challenges that this crisis presented were complex, dynamic, and emotionally based, proving to be more difficult than the organization may have initially realized.
In this episode, William shares what it was like behind the scenes of managing this crisis. We discuss the brand’s mindset and culture, and how these things helped them navigate through the real-time challenges they faced.
I recorded this episode with William a while ago, before I decided to rebrand the podcast and relaunch it in September 2018, so I’ve been waiting a long time to share this conversation with you and am excited to do so!
Mike Ganino, company culture expert and author of Company Culture For Dummies, joins The Invincible Brand Podcast to discuss how you can assess and implement a strong culture that will lend to your brand’s invincibility.
Whether your organization is a start-up or has been around for decades, no matter its size, type, or industry, Mike provides insights, strategies, and clear tactics that will help you strengthen your organization’s culture in powerful ways.
Building brand invincibility is not about having a crisis management plan that sits on a shelf collecting dust, but rather requires embedding a crisis ready culture. Amongst other things, this means implementing a culture that is in alignment with your organization’s values and fosters a work environment that is empowering and attracts and retains the best talent. This culture needs to permeate from the top down, the bottom up, and the inside out.
As this is an essential part of becoming crisis ready and building brand invincibility, it only made sense for me to sit down and chat with a leading expert who helps today’s top organizations implement and strengthen an exceptional culture. That leading expert is Mike Ganino, author of Company Culture For Dummies.
In April 2018, shortly after the shooting that took place at YouTube’s headquarters by 38-year-old Nasim Najafi Aghdam in San Bruno, California, the media learned from Aghdam’s father that she had been confronted by Mountain View Police Department officers prior to the shooting taking place.
Before MVPD had time to make this connection themselves and gather the necessary information, news of this fact quickly went viral with the media, local communities, and the general public demanding answers and speculating on what the answers to those unanswered questions might be.
In this episode of The Invincible Brand Podcast, Melissa Agnes sits down with Captain Chris Hsiung of MVPD and Katie Nelson, Social Media and Public Relations Coordinator for MVPD, to discuss the behind the scenes of what happened, how it happened, and the crisis ready strategies that MVPD quickly put into place in order to regain control of the narrative of the incident and mitigate the risk of losing trust and credibility with their community and the general public.
Learning of a serious issue or crisis once it has already gone viral against your brand is a business risk that applies to any type of organization in this day and age, and the tips, strategies, and insights that Captain Hsiung and Katie share in this episode are relevant to all businesses whether you’re a brand of one, a mega corporation, or whether you’re in the public or private sectors.
The Horse River Wildfire that took place in Fort McMurray, Alberta, Canada, in May 2016, was unprecedented in Canadian history. Eighty-eight thousand people needed to be evacuated in the span of only a few hours, for a month-long evacuation. This wildfire was so catastrophic that its economic impact actually impacted Canada’s GDP.
I recently had the opportunity to sit down with Jordan Redshaw, one of the communications managers with the recovery task force at the Regional Municipality of Wood Buffalo (a.k.a. Fort McMurray), to discuss his experience in being one of only two people responsible for communicating with the Fort McMurray community, to help 88,000 people evacuate safely. Throughout this conversation, Jordan generously shares his biggest lessons and takeaways from this experience. It’s an insightful and engaging conversation that I know you’ll enjoy!
Running time: 47:20
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In this episode, I mention a previous episode of The Crisis Intelligence Podcast, where Garth Rowan and I discussed the management of this crisis as it unfolded. Listen to this podcast here.
Author of Crisis Ready: Building an Invincible Brand in This Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks.
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Connect with Jordan on LinkedIn.
Follow Jordan on Twitter: @JordanRedshaw.
I’d like to extend a big thanks to Jordan for the important work you do, as well as for taking the time to discuss your experience and the important lessons you’ve learned with us.
Earlier this week, I published a #crisisready video that discusses the emotional factors that can quickly escalate an incident to crisis-level. Remaining on the topic of emotional impact and the human factors of crisis management and preparedness, I’m excited to be sharing the latest Crisis Intelligence Podcast with you!
I recently had the opportunity to have a conversation with Sam Miller, a psychotherapist with a particular expertise in trauma counselling, and a keen understanding of the psychology of business and the workplace. Within this podcast, Sam and I discuss “the human capital component” that should be factored into your crisis preparedness and crisis response. It’s an interesting and enlightening conversation that will give you the initial tools to explore how to make sure you don’t underestimate the emotional effects of a crisis, as well as how to mitigate the psychological risks that can be an impactful part of your organization’s crisis management.
Running time: 49:30
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President and co-founder of Agnes + Day Inc., Melissa Agnes is a crisis management strategist and keynote speaker who helps global brands and governments prevent and manage a wide range of issues and crises. Her client list includes financial organizations, technology companies, healthcare organizations, government agencies, cities and municipalities, energy companies, global non-profits, and many others.
Are you #crisisready? Find out at melissaagnes.com
Learn more about Melissa Agnes
Follow Melissa on Twitter: @melissa_agnes
Samuel A. Miller has over 25 years of experience as a psychotherapist, a particular expertise in trauma counselling, and a keen understanding of the psychology of business and the workplace. Sam works closely with each client to help them identify and understand the psychological component of their enterprise risk, and then to develop plans, protocols and training to help mitigate and manage those risks and recover well should a critical incident or traumatic event occur. You can connect with Sam through his website at sammillerconsulting.com, or by calling him directly at +1 (416) 455-1684.
I’d like to extend a big thanks to Sam for taking the time to have this enlightening conversation with me.
When it comes to crisis management, law enforcement has one of the most challenging tasks. Not only does their crisis management involve real dangers and the important mission of keeping their communities and themselves safe and out of harms way, but it also includes a need for effective and nearly instantaneous communications. And while the former challenge has always been a part of their job description, the latter is relatively new with ever evolving real-time challenges. Challenges that can be difficult and grueling to overcome.
Those of you who have followed me for a while know that I am dedicated to helping law enforcement agencies implement a 21st century crisis-ready culture. Whether it be through my work with law enforcement agencies, EMDs, cities and municipalities, or by leveraging my blog, podcast or #crisisready video series. This is why I was honored when Brian Willis reached out to invite me onto his podcast for his Excellence In Training Academy, which is “a membership site for law enforcement trainers who are committed to the pursuit of excellence in their life and in their training”.
Brian does some amazing work within the law enforcement profession, including being the cofounder of WINx, an annual conference targeted for law enforcement professionals who aren’t happy with the status quo and are willing to be part of the growth and evolution of the law enforcement profession.
Brian was also gracious enough to allow me to repurpose the podcast we recorded together and share it with all of you. It’s a dynamic discussion with lots of great advice and takeaways for the law enforcement profession, so be sure to tune in!
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Learn more about Melissa Agnes
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Email Melissa directly: melissa@melissaagnes.com
Brian has 25 years experience as a full time police officer. He received a Lifetime Achievement Award for his commitment and contributions to officer safety in Canada and was honored as the Law Officer Trainer of the Year in 2011. Brian also has 25 years experience as a law enforcement trainer. He works with law enforcement trainers who love to teach, are committed to their own learning and are passionate about helping their officers perform at their best.
If you’re in the law enforcement profession and haven’t done so already, please check out Brian’s Excellence In Training Academy. I also encourage you to watch Brian’s TEDx talk: The Most Dangerous Weapon in Law Enforcement.
I’d like to extend a big thanks to Brian for welcoming me into his Excellence in Training Academy by means of this podcast. Our discussion is an important one and I look forward to continuing it and helping where I can.
The wildfires in Fort McMurray, Alberta, Canada have been blazing since the start of May and have so far destroyed over 2400 buildings, including homes and businesses, and have resulted in an evacuation of approximately 90,000 citizens. Having yet to be completely tamed by fire fighters, the truly exceptional part is that, of the approximate 90,000 evacuees, not one person has died on account of the fires (there have been accidents that have unfortunately resulted in fatalities, but the fire itself has not taken one human life).
As first responders and emergency managers know, this is quite an exceptional crisis management feat. So what is it about the evacuation and the crisis communications of the first responders, the authorities and the local organizations (employers) that has resulted in such an exceptional and successful evacuation?
Tune in to this week’s episode of the crisis intelligence podcast, where Garth Rowan and I embark in a preliminary discussion regarding the crisis communications of those involved in the evacuation and emergency response in Fort McMurray.
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Learn more about Melissa Agnes
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Email Melissa directly: melissa@melissaagnes.com
Learn more about Garth Rowan
Connect with him on LinkedIn
Email Garth directly: garth@beready.ca
Check out Garth’s blog posts on The Crisis Intelligence Blog
Listen to another great podcast with Garth: TCIP #036 – How To Conduct a Crisis Simulation with Garth Rowan
A big thanks to Garth for taking the time to have this interesting discussion with me. And a sincere and heart-filled thank you to all the first responders and emergency managers out in Alberta who have put their lives on the line to help and care for the people of Fort McMurray.
I recently had the honor of sitting down with Daniel Linksey, former Superintendent in Chief of the Boston Police Department, to record an episode of the Crisis Intelligence Podcast. Dan was the incident commander during the Boston Marathon Bombing.
Within this podcast, Dan shares his first-hand experience of what it was like to manage the Boston Marathon Bombing crisis. He goes into great detail about everything from how he mustered up the courage to lead his team through the management of this horrific day; to how he and his team successfully positioned Boston PD as the source of credible information and updates throughout the management of the incident; how they filtered through the thousands upon thousands of informational tips, videos and photos to successfully identify and ultimately capture the terrorists – and so much more.
Don’t miss Dan’s captivating, emotional story and all of the tremendous advice and implementable takeaways he shares!
Please note that the quality of the audio of this podcast is a little less than usual. This is due to the fact that I’m in the process of a move and my office is empty (which makes it echoey) and the fact that the Skype connection was a little shaky. However, the quality of the content within this podcast is top notch, so I hope you’ll forgive me for the less than perfect audio. Thanks for your understanding!
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Email Melissa directly: melissa@melissaagnes.com
A big thank you to Dan for, not just taking the time to share your story and experience with us, but for your continued service to your Country. You’re a true leader and a tremendous example for us all to learn from.
The law enforcement industry has been struggling through a lot of heat lately. Many leaders within the law enforcement community are working very hard to overcome this industry crisis and to embed a corporate culture based on trust-building and transparency within their communities. One of these leaders is Brian Willis.
Brian is a recognized thought leader and catalyst for change in the law enforcement profession, and he uses one big question in his trainings and seminars to help law enforcement professionals focus on continually finding the best solution in all types of situations. This big question is “What’s important now?”
In this episode of The Crisis Intelligence Podcast, Brian and I discuss the state of law enforcement right now and how life’s most important question can be used by law enforcement – as well as leaders and professionals in general – to help them appropriately and successfully manage and overcome any type of crisis.
In addition, Brian and I discuss the first annual WINx conference, which is happening this November 18th, 2015. WINx is a conference targeted for law enforcement leaders and is inspired by TED. On November 18th, nine inspirational speakers will take the stage for 18 minutes each to raise important questions and to inspire the right mindset and actions for the industry to take moving forward. I’m extremely honored to be a part of this conference and hope to see you there!
Learn more about Melissa Agnes
Follow Melissa on Twitter: @melissa_agnes
Connect with Melissa on LinkedIn
Email Melissa directly: melissa@melissaagnes.com
Learn more about Agnes + Day, Melissa’s crisis management firm.
Learn more about Brian and connect with him on LinkedIn
Check out Brian’s consulting agency: Winning Mind Training
Visit lifesmostpowerfulquestion.com to learn more about “what’s important now?” as a crisis management strategy
Watch Brian’s TEDx talk: The Most Dangerous Weapon in Law Enforcement
Discover WINx and register to join us in Chicago!
A big thanks to Brian for taking the time to have this important conversation with me.
Claudia is a humanitarian who works on the ground in some very hostile and conflicted crisis-affected communities. In her experience, one of the things she sees far too often is people rushing in with the best of intentions for helping, but too often forgetting to first take the time to speak with the communities to get their take on things, their needs and preferred means of communication. This, unfortunately runs true on many levels of crisis management, not just in humanitarian work.
In this episode of The Crisis Intelligence Podcast, Claudia and I discuss the importance of asking questions and assessing situations before pushing out crisis communications. But make no mistake! This must all be done swiftly and effectively as timely communications are of equal importance in times of crisis. But in order to be truly effective, you must first listen and assess.
Join Claudia and I as we discuss tips and tricks for successfully achieving this, as well as ways to strategize and set goals for measuring accuracy and success in your crisis management. This episode is a little longer than usual, but it’s worth the listen!
There are lots of great crisis communications advice shared in this podcast – and lots of great stories told. Enjoy!
Running time: 1:18:05
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Subscribe and leave us a review on iTunes and/or Stitcher
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Learn more about Melissa Agnes
Follow Melissa on Twitter: @melissa_agnes
Connect with Melissa on LinkedIn
Email Melissa directly: melissa@melissaagnes.com
Learn more about Agnes + Day, Melissa’s crisis management firm.
Learn more about Claudia and connect with her on LinkedIn
Be sure to check out the informative articles Claudia publishes to LinkedIn as well.
Connect with Claudia on Twitter: @ClaudiaLiute
Thanks to Claudia for taking the time to share your experience and great stories with us!
This post, TCIP #054 – Communicating with Crisis-Affected Communities with Claudia Liute, was first published to melissaagnes.com.