The word 'sorry'

Saying sorry in a crisis

In nearly every crisis simulation exercise we run, the issue of saying sorry raises its head. Should you say sorry in a crisis? Does it constitute an admission of liability? And what’s the damage to your reputation if you don’t…
READ MORE
My crisis is over. Now what?

My crisis is over. Now what?

In a crisis, there’s a real temptation to focus on the here and now. Our instinct is to go into survival mode. It’s hard enough to think about getting through the next 24 hours, let alone to think about what to do once the crisis is over.

READ MORE
The role of leaders during a brand crisis

The role of leaders during a brand crisis

Strong leadership can make the difference between a crisis that damages your reputation irrevocably, and one that you recover and learn from. A leader’s role during a crisis should include six areas: setting the strategy for the crisis; setting the…
READ MORE