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
Founders bring companies into being because they don’t take no for an answer, because they bravely tackle obstacles, because they never, ever give up. But these qualities play havoc with founders when they try to communicate externally. Ninety-five … [Read more...] about Proof
Whenever you communicate with anyone you are crossing a bridge. You are trying to get part of what’s in your mind into the uncharted territory of their minds. This is always a non-trivial process. Because every person you speak to has their own … [Read more...] about Perception = reality
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.
A media interview looks like a normal conversation, but it’s really a carefully proscribed Kabuki dance. Every participant fills a well-defined role. A spokesperson’s role requires discipline, charm, and tenacity. The spokesperson has a message to … [Read more...] about Doing the Kabuki dance
Being a PR person can be hard. No one else is going to tell the CEO that she looks like she’s picking her nose when she touches it when she’s nervous. But the PR person has to tell her! Because a CEO who looks like she’s picking her nose every time … [Read more...] about Weird little habits
Your face really matters when you’re doing an interview. If you avert your eyes or frown, you’re telegraphing something much more powerful than the words you say. But you’re not leading a company because you wanted to be an actor. So what do you … [Read more...] about But I’m not an actor
Wanna look shifty and nervous on camera? That’s super easy. Just avert your eyes. When you don’t make eye contact with whoever you’re speaking to (either on CNBC or in your team meeting) you look like you’re hiding something. Let’s say you’re … [Read more...] about Your eyes matter!
Being too nice in media interviews is a liability. Being a brilliant jerk is a recipe for disaster. So what’s the happy medium? Treat the reporter as an equal - you are respectful, but you feel absolutely no obligation to answer questions that … [Read more...] about Not too cold, not too hot. Just right!
In my previous post, I said don’t be too nice in media interviews. Nice is great, but being assertive is essential in a media interview. On the other hand, it’s easy to go too far. Maybe you are that brilliant jerk running this week’s super-hot … [Read more...] about But don’t be a jerk!