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" 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. "

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

" 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 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. "

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

" 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. "

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

" 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. "

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

" 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. "

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

" 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. "

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

" 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. "

" 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. "

" 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. "

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

" 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. "

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

" 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. "

" 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. "

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

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

" 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. "

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

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

" My law degree has always been incredibly helpful. "

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

" 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. "