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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. "

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

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

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

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

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

" 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. "

" 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. "

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

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

" 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. "

" 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. "

" 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. "

" 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. "

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

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

" 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. "

" You do your work, and you do the best you can. That's what my parents taught me, and I think what they were saying was, 'If you do a good job, other things may come your way.' That's really been the way my career has unfolded throughout the years. "

" My experience at the White House was invaluable. "

" 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. "

" 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. "

" My law degree has always been incredibly helpful. "

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

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

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

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

" 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. "

" 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. "