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" Allegations become facts, and facts become truth in the eyes of the public, whether they are true or not. "

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" Whatever the issue is or problem is, you have to own it, and you have to face into it. If not, it will just really get worse, and it will get compounded. "

" Protect yourself by always having a record of what transpired or was said in any situation that might be considered sensitive. "

" At the end of the day, I play to win, and otherwise, I wouldn't be good at my job. "

" 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. "

" It's good to have a healthy ego because that pushes you to succeed. But when you cross a line, and your views are not balanced, that's when you get into trouble. "

" 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. "

" I like to believe in the good in people. But we're all going to screw up from time to time. It just happens. It really is how our best growth occurs. "

" Make sure you are clear about the expectations your boss has for you. "

" Unless you work in HR, it's not your responsibility to necessarily police and monitor workplace conversation. "

" Establish and maintain good working relationships with co-workers. You don't have to be friends, but you do have to be friendly. "

" A crisis, by its very nature, is a negative event. "

" I think there are some things that just cannot be fixed. "

" 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. "

" Most people somehow look at people in the crisis industry as fixers, but some things can't be fixed by an outside person. "

" Workplace romances - or even the illusion of a workplace romance - can carry many ramifications and consequences. "

" 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. "

" When you're working in crisis situations, people have a tendency - particularly the media - to stake out your house. "

" 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. "

" Crisis is not a nine-to-five job... Crisis happens when you least expect it. "

" 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. "

" I charge by the hour, or I am on a retainer. We try to work with the client. "

" 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. "

" If your response to a problem or scandal isn't genuine, followers will sense it. And remember, by saying nothing, you're saying something. "

" 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. "

" Rightfully given near-deity status in the early days of industrial America, the J.P. Morgans, Rockefellers, Carnegies, and Vanderbilts of the world not only ran our country, they were also revered - and often despised - as larger-than-life personalities who could perform feats mere mortals could only dream of. "

" There's always an opportunity with crisis. Just as it forces an individual to look inside himself, it forces a company to reexamine its policies and practices. "

" While you are searching for a job, it is a good idea to be on your best behavior. "

" If I can, for whatever reason, inspire and motivate people, that's a good thing. "

" Sometimes people honestly don't realize the magnitude of their words and have no idea that boundaries have been crossed. "

" Smart people are no different than anyone else. Sometimes they exercise bad judgment, like we all do. "