My head loves worst-case scenario thinking. It was great when I was a PR person who needed to envision and prepare for any potential crisis, but it’s not so awesome when I’m just trying to live my life. One tool I’ve learned from a few coaches is … [Read more...] about Take the opposite view
Your brand
Your customers and prospects are a skeptical bunch. They have been burned before, so they are super careful about committing time and money to someone new. How do you get them to trust you? Table stakes: You listen. You do what you say you’ll do. … [Read more...] about Your brand
Can people change?
A few weeks ago my manicurist said to me, “I can’t imagine you getting angry.” HAHAHAHAHAHAHAHA. Anyone who knows me from days as a senior PR person would be incredulous. A cheerful, mellow Lisa Poulson? Impossible! When I had my last day job, at … [Read more...] about Can people change?
A good apology
Your customers, investors, employees may be disappointed or angry. You may need to apologize. If so, do it immediately. Do it gracefully, patiently, and consistently. Via every communications channel. Take control of the narrative. Suck up your … [Read more...] about A good apology
Keep calm, keep climbing
Ryan Holiday’s The Obstacle Is The Way is the perfect read for a crisis. When something horrible happens, our nervous systems impede our ability to make good decisions. You must make clear-eyed decisions about how to respond to and communicate … [Read more...] about Keep calm, keep climbing
“I don’t know” is OK. Really.
I said this last year, but it bears repeating. It’s OK to say “I don’t know.” In our world right now there are so many questions and so few answers. Not knowing is really frustrating. Especially when you’re a leader who is supposed to know. But … [Read more...] about “I don’t know” is OK. Really.
Summer is summer for a reason
My business has a pattern: Q1 is insanely busy. April and May are active. But in June, almost no one reaches out for communications coaching. It’s summer. Kids are getting out of school, people take much-needed vacations. In June, it seems like we … [Read more...] about Summer is summer for a reason
Start. Stop. Start Again.
Your first user conference in two years is next week! It’s oversubscribed! Everyone is so excited to get together!! Yay! But your famous keynote speaker got COVID. Oh no! You’re finally opening the gorgeous office you leased two years ago! Yay! … [Read more...] about Start. Stop. Start Again.
Don’t wing it!
Your company is having a WFIO moment and you’re the spokesperson. Oh s***. If you are the person on point to communicate in a crisis, you absolutely MUST practice. Yes, finding out what went wrong is a ton of work. Deciding what to say about it is a … [Read more...] about Don’t wing it!
Ouch. Crisis.
Oh F***. You and your company are having a WFIO moment. There’s a horrible crisis and your investors, your customers, your team, the press want answers What do you do? First, you need facts. What actually happened? What’s verified? What’s rumor? … [Read more...] about Ouch. Crisis.
