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" 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. "

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

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

" 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. "

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

" 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. "

" We all make mistakes, and sometimes the difference that we forget is that the people we read about in the paper and on the Internet and see on TV, behind that is, at its core, a mistake. "

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

" 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. "

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

" My experience at the White House was invaluable. "

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

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

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

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

" 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. "

" 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. "

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

" 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. "

" 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 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. "

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

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

" 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. "

" 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. "

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

" Unless you work in HR, it's not your responsibility to necessarily police and monitor workplace conversation. "

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

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

" 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. "