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

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

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

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

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

" 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. "

" 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. "

" 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. "

" 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 experience at the White House was invaluable. "

" 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. "

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

" It's good to have a healthy ego because that pushes you to succeed. But when you cross a line, and your views are not balanced, that's when you get into trouble. "

" 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. "

" At the end of the day, I play to win, and otherwise, I wouldn't be good at my job. "

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

" 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. "

" 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. "

" 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. "

" 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. "

" 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. "

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

" 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. "

" 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. "

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

" 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. "

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

" 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. "