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

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

" 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. "

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

" 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. "

" 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. "

" 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. "

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

" 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 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. "

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

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

" My experience at the White House was invaluable. "

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

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

" 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. "

" 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. "

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

" 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. "

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

" 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. "

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

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

" 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. "

" 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. "

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

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

" 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. "

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