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" A crisis, by its very nature, is a negative event. "
" If your response to a problem or scandal isn't genuine, followers will sense it. And remember, by saying nothing, you're saying something. "
" I've always been interested in image and reputation management. Because really, when you think about it, it is an old phrase, but all we have is our word and our good name. "
" If I'm really telling someone what's coming ahead of them, then I'm going to say it, and I'm going to own those words. "
" While you are searching for a job, it is a good idea to be on your best behavior. "
" I charge by the hour, or I am on a retainer. We try to work with the client. "
" Reputations can be built, attacked, and destroyed on social media. It's a huge game-changer - instantaneously emboldening adversaries and shortening the ride for any corporate or personal brand. "
" Crisis is not a nine-to-five job... Crisis happens when you least expect it. "
" Social media, for me, is just a thorn in my side. It's painful. For us in crisis, it has totally changed the way we do business. It's a big, big game changer. "
" I will say this about the truth - that it's one of those crisis rules, whether you are a client or someone who's living their life just every day - is that the truth has a funny way of not going away, and telling the truth is extremely important in dealing with any problem or crisis. "
" So many people apologize because they feel like they have to - that it's the appropriate thing to do, that it may help them down the road. But people can tell whether you're sincere. "
" Unless you work in HR, it's not your responsibility to necessarily police and monitor workplace conversation. "
" I remember having lunch with a friend who worked at the White House. I'd just graduated from law school but kept telling my friend what they needed to do and weren't doing right about the Iran-Contra affair. The next day, I got a call from the White House, offering me a job. "
" My law degree has always been incredibly helpful. "
" When you're at the center of the universe, you have to think quickly and size up a situation instantly because, whether you like it or not, you're going to be on the news the next day. "
" I think there are some things that just cannot be fixed. "
" My theory on an existing crisis is that you have to be very strategic about each case's unique elements. If a crisis involves a legal component, you need a communication strategy that complements the company's legal objective. A strategy for a plea deal is different than a case going to trial. "
" While it may be tempting to bask fully in the glory of success, remember: When a CEO takes too much credit for the good, they will receive far too much criticism for the bad. "
" If I can, for whatever reason, inspire and motivate people, that's a good thing. "
" The ambition and focus that propel you to success can also be your downfall. "
" It can be a real blow to our egos when we feel as if our hard-earned degrees don't matter as much as our ability to get the morning coffee orders right. "
" A wonderful quality about America is that we love redemption stories. We're quick to lash out and assign blame, but we also draw from deep reservoirs of forgiveness. "
" Nothing kills a CEO's credibility faster than legal, regulatory, and/or ethical questions. "
" Smart people are no different than anyone else. Sometimes they exercise bad judgment, like we all do. "
" We all make mistakes, and sometimes the difference that we forget is that the people we read about in the paper and on the Internet and see on TV, behind that is, at its core, a mistake. "
" Problems arise when we go through life relying too much or too little on particular traits, which, in turn, can lead to a crisis. "
" Make sure you are clear about the expectations your boss has for you. "
" The same qualities that we all have that are good can lead us to bad things or lead us into a crisis if we don't try to balance them. "
" I love what I do, and to be able to see a show that is inspired by my life's work is exciting because it exposes people to what a crisis manager does. "
" Workplace romances - or even the illusion of a workplace romance - can carry many ramifications and consequences. "
" Oftentimes, rumors burn white hot only to fizzle as fast as they ignited. "