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" I definitely never had an affair with the president. "

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" If you make a mistake at work, address it as soon as possible - don't hide it. "

" 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. "

" When clients are involved in a crisis, we often start at the end. When this is over, where do you want to end up? What's your endgame? We try to start from that and work ourselves back. "

" The truth of the matter is, when you think about it, we all make mistakes. "

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

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

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

" Look at the facts as they truly are, not as you want them to be. "

" The ambition and focus that propel you to success can also be your downfall. "

" Above all else, protect your brand. If you or your company doesn't live up to your brand's promise, own up to your error. "

" 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. "

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

" 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 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. "

" 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. "

" 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. "

" 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. "

" 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. "

" 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. "

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

" 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. "

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

" Nothing kills a CEO's credibility faster than legal, regulatory, and/or ethical questions. "

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

" I think, sometimes when we face problems and issues in our life, we have a tendency to really deny that a problem exists. Or sometimes we say, oh, it'll go away, or we can handle it. It's - you know, don't worry. I've got it covered. And a lot of times, that's not the case. "

" 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. "

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

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

" Most of the time, you think the problem is not as big as it is - because it says something negative about you or your company or your leadership. Face the reality: The facts are not as you want them to be. "