Managing your reputation from the inside out. Keeping your reputation spotless conference, 21 May 2014.

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Emma Wilson, internal communications manager, David Hamilton, head of public relations and engagement, Douglas Dowell, PR and engagement officer Action for Children

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  • Set the scene – chance to get background messaging in before people know who is affected and how. Start the journey as early as you can. Build trust and transparency in this phase. Who is the messenger? The change or bad news will need a face. Look people in the eye – never announce in writing / time announcements in detailIt’s ok to talk! Questions and answers and established regular communications.
  • Managing your reputation from the inside out. Keeping your reputation spotless conference, 21 May 2014.

    1. 1. Mini masterclasses: 1. Gaining goodwill 2. ‘We regret to inform you…’ Good delivery of bad news 3 Leading staff in a crisis
    2. 2. How do you create a culture where staff feel accountable for the reputation of the charity?
    3. 3. Good ways to deliver bad news
    4. 4. Top tips 1.Set the scene 2.Who is the messenger? 3.Face to face 4.Messages - just say it 5.It’s okay to talk!
    5. 5. Leading staff in a crisis
    6. 6. Before a crisis • What issues might you face? • How do you prepare?
    7. 7. During a crisis • Be quick • Get your message straight • Put people first
    8. 8. After a crisis • Keep your promises • Show you’ve kept them • Learn from the issue
    9. 9. Wrap-up: putting it all together

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