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" 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. "

Judy Smith

People

You

Road

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

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

" 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. "

" 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. "

" 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. "

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

" 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. "

" 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. "

" 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. "

Judy Smith

Friend

School

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

" 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. "

" 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. "

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

" 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. "

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

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

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

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

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

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

" 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. "

" 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. "

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

Judy Smith

Try

Charge

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

" 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. "

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

" 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. "

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

" 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. "