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

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

" 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. "

" 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. "

" You don't want to appear as if you are not a team player, but at the same time, you don't want to be taken advantage of. "

" 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. "

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

" 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. "

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

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

" 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. "

" 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. "

" 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. "

" Oftentimes, rumors burn white hot only to fizzle as fast as they ignited. "

" When times are good, a CEO should remain poised and composed. When times are difficult, a CEO should remain poised and composed. "

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

" 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. "

" 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. "

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

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

" Problems arise when we go through life relying too much or too little on particular traits, which, in turn, can lead to a crisis. "

" 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. "

" 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. "

" 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. "

" My experience at the White House was invaluable. "

" 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. "

" 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. "

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

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

" I think that scandal and intrigue and all of those sort of things that occur behind closed doors - whether it's on the Hill or in the White House - people all find intriguing. "

" My law degree has always been incredibly helpful. "