As more and more organizations and their leaders in our society come under scrutiny for misdeeds, bad decisions, criminal acts, they are finding that the act of apology is a critical piece in moving through a crisis and regaining the reputation they once had.
Reputation management is what organizations must do if they are to continue their existence. Public trust and public will can build or destroy those reputations. It does not matter if you are a celebrity or a small non-profit, your survival depends greatly on the Court of Public Opinion. Famed financier Warren Buffet once said that it can take twenty or more years to build a solid reputation. But it only takes twenty minutes to destroy it!
Apologies to the public for any transgression are, therefore, critical. It might be for statements made by employees or leaders, or it might be for actions or decisions made by corporate entities. Reading or watching the news these days will identify at least three per week from around the world.
Covid is not going away. Obviously.
As the pandemic drags on and impacts our thinking, planning and actions, there’s a sense of resignation and, yes, even complacency setting in in some quarters.
Part of that is the Second World War thinking of “keep calm and carry on.” Which is commendable. But it can also lead to complacency and a lack of understanding of the modern mindset which is driven in part by various social media platforms.
What that means is that the public is both more aware and more vocal than ever about what it perceives as carelessness or wrongdoing by organizations in the public eye.
I am sure that similar to myself, your heart has been heavy with the news that is coming from the United States after the senseless murder of George Floyd.
How is it even possible that those that have sworn to protect and serve are using such brutal force that they can murder an individual while bystanders are watching. Does the word protect mean nothing! What are we striving to protect? Property, reputation, liberty, power, position ... or people?
Is it alright to sacrifice one in the name of many?
George Floyd was murdered by police officers, while bystanders looked on. This senseless act, devaluing a life, is not new. For centuries people have looked on, both up close and from a distance: Jerusalem, Rome, Europe, Middle East, First Nations, Slavery, South Africa, Rwanda, and now among people of colour at the hands of law enforcement. Silence is complicity.
In an effort to provide safety and protection, I encourage you to view health and safety from a broad and holistic perspective still embracing a compassionate and inclusive approach where we refrain from discrimination, undue hardship and causing fear and stress.
Nov9FriGuest Blog: Barrie Doyle, Crisis Management Consultant November 9, 2018
Jun19TueJune 19, 2018
Who do you reach out to when you need care and support?
Last week I was interviewed by a young journalist from Huffington Post and asked why victims of child abuse reached out to clergy to disclose their abuse. The interviewer was writing in response to recent disclosures of abuse: #MeTOO and #ChurchTOO.
As I responded to the questions, I thought of many individual cases of abuse where each individual disclosed their abuse to someone they trusted. Some of the names have been changed to protect the victims.
Mar27TueMarch 27, 2018
Feb28WedFebruary 28, 2018
Jan26FriJanuary 26, 2018