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Tina Altieri - Top 6 strategies you should know when dealing with and handling an incident

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Presentation by Tina Altieri for ICCA CEC Summer Meeting

Published in: Leadership & Management
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Tina Altieri - Top 6 strategies you should know when dealing with and handling an incident

  1. 1. Mastering the Media with TINA ALTIERI FOR ICCA CEC 2017 Don't Risk Disaster! Super Six Strategies for Effec2ve Media Communica2on Mastering the MediaMastering the Media2 Hearing so much and yet having so liFle clarity – under that enormous pressure. When Crisis hits… 3 Mastering the Media3 Mastering the Media Are you an agile communicator in Lmes of trouble? 4 Mastering the Media4 “Crises are inevitable but leaders are made by the way they handle them. The reverse is, of course, also true.” “The irony is a mismanaged crisis is far more costly than a well managed one.” “Own the problem…. or it will own you.”
  2. 2. Mastering the Media Rethink... Relearn… Rewire… In this session… Avoid Communication Paralysis 5 How long does it take to ruin your reputaLon? 7 seconds 6 6 MASTERING THE MEDIA 6 Mastering the Media 1.  Communicate early & oRen –  Drip feed –  Be visible very quickly –  Delay can put you on the back foot Super Six Strategies Mastering the Media7 Mastering the Media 1. Communicate early and oRen Mastering the Media8 –  Tell everything you know to be true. –  Explain why you can’t say anymore at this stage.
  3. 3. Mastering the Media 1. Communicate early and oRen Mastering the Media9 How would I feel if 1 million people knew about this by tomorrow? What would they be thinking about us and what would they be expec2ng us to say? The rumour mill can be a deafening roar and no one wants to hear you above it. Mastering the Media I had hoped we would know more by now but that’s not the case. We need more 2me to… ” “ Phrases to neutralize. Pause mode. It would be premature for me to comment on that when we don’t have all the facts. And we won’t speculate. We promise to give more informa2on as soon as it’s available. “ ” Mastering the Media10 I wish we knew more because when we have that informa2on we will be able to… ” “ Mastering the MediaMastering the Media11 We have worked around the clock every day to understand more about what’s happened. We don’t have all the answers and we won’t speculate yet but what we do know is… “ ” We owe it to the families involved to find all the answers. And we must carry out the inves2ga2on me2culously. We promise to give more informa2on as soon as it’s available. “ ” Phrases to neutralize. Pause mode. Mastering the MediaMastering the Media12 2. Avoid the piWalls –  The loaded quesNon “We understand the scene was chaoLc and the confusion was not handled well by your staff at the scene. Why was it handled so poorly?” Super Six Strategies
  4. 4. Mastering the Media Super Six Strategies Mastering the Media13 Speaking about something that has not happened and may never happen? 2. Avoid the piWalls –  The HypotheNcal Mastering the Media 3.  Can you give your side of the story? –  Because if you can’t, others will! Super Six Strategies Mastering the Media14 Mastering the MediaMastering the Media15 –  Efficiently and eloquently or someone else will do it for you. Their version of events may not flaSer you or your organizaNon. Get the story right. Super Six Strategies Mastering the Media 4.  How & Why things will be different –  Learn to communicate your commitment. Super Six Strategies Mastering the Media16
  5. 5. Mastering the Media 5.  Choose your spokespeople well –  Compelling –  Compassionate –  Composed Mastering the Media17 Super Six Strategies Mastering the Media –  Trust is the new black. We need emoNonally intelligent CEO’s who are instantly likeable, trustworthy and accountable. –  If it’s appropriate – acknowledge fears. Choose your spokespeople well Mastering the Media18 Mastering the Media –  Show empathy and show you genuinely care –  Spo[ng inconsistencies is done instantly. Every twitch, every movement is interpreted. Choose your spokespeople well Mastering the Media19 Don’t be tone deaf •  FLUCTUATION IN VOCAL TONE •  VOLUME •  PITCH Mastering the Media20
  6. 6. Don’t be tone deaf Mastering the Media21 Fact…Vocal variety increased a speaker’s charisma and credibility raLng! Mastering the Media Look who’s showing palms? Mastering the Media22 Mastering the Media 6.  Bridging phrases in tough Lmes. –  Do you have them ready to go? Mastering the Media23 Super Six Strategies Mastering the Media Bridging phrases The most important thing we’ve got to focus on is …. The reality is… On the contrary, we have … What we’re commiFed to achieving right now is…. Together what we should be working towards now is… There’s no easy answer to these challenges but what we do know is… 24 M A S T E R I N G T H E M E D I A
  7. 7. Mastering the Media Avoid the pi^alls. Choose and train your spokespeople well. Communicate early and o_en. Bridging phrases in tough Nmes. Super Six Strategies 25 How & why things will be different. Can you give your side of the story? Mastering the Media TINA ALTIERI Nna@maxcommunicate.com hSps://www.facebook.com/MediaAustralasiaXchange 26 The End

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