This week in the world’s #1 newsletter on leadership communication:
- 10 Ways To Handle Tough Conversations
- The Neuroscience of the Startup Pitch
- How Do You Solve a PR Crisis?
- The Key to Meaningful Connection
10 Ways To Handle Tough Conversations
Communicating good news is easy.
How you handle bad news defines your leadership.
Because leadership isn't just about celebrating successes. It's also about navigating challenges with grace and integrity.
I learnt this the hard way as communications chief of a large airline. When the unpronounceable Icelandic volcano erupted in 2010, hundreds of thousands of passengers were stranded in dozens of countries.
It was make or break time. Day and night, we reached out to every passenger, kept the media informed, scheduled rescue flights, and footed the bill for passengers’ food and hotels.
We emerged stronger as a result. People knew they could trust us even when things went wrong.
Whether you are talking to one person or one hundred thousand, the same strategies apply.
Here are 10 that will help you navigate your next tough conversations:
#1 Be a Prepper
Plan before bad things happen as you won’t have time when they happen.
#2 Face The Music
Don’t delegate. It is your responsibility as a leader to communicate bad news.
#3 Get Ugly Early
Don’t drip-feed bad news.
#4 Be Transparent and Honest
Honesty builds trust. Avoid sugarcoating the situation.
#5 Show Empathy and Compassion
Acknowledge the emotional impact on your team and be there to support them.
#6 Choose the Right Time and Place
Deliver the news in a private setting where your team can process the information.
#7 Control the Narrative
Bad news and crises are unfolding stories, and part of your job is to avoid that you or the company become the villain.
#8 Offer Solutions and Next Steps
Focus on what can be done moving forward. Outline the action plan, resources available, and how the team can contribute to overcoming the challenge.
#9 Be Available for Follow-Up
Schedule regular check-ins to address ongoing concerns and maintain open communication.
#10 Create a Positive Vision of the Future
Highlight a path forward to keep the team engaged and motivation high.
It comes down to this: Be honest, transparent and authentic when sharing news others would rather not hear. Then show them the path to a positive future.
OLIVER'S RECOMMENDATION CORNER
Webinar: The Neuroscience of the Startup Pitch
I'm thrilled to introduce a new section where I'll be sharing the coolest events and resources I've discovered.
For those of you preparing to raise capital for your startup, my close friend Gerrit McGowan hosts a free webinar – The Neuroscience of the Startup Pitch – on July 30.
Gerrit is a 4x founder (2 exits), 8x CEO and sought-after performance coach for entrepreneurs who decodes the neuroscience of entrepreneurship.
He will share how to perfect your investor pitch with neuroscience and decode the cognitive neuroscience of storytelling, empathy, and trust. Requested by some of the world's top startup accelerators and VC funds, this one-of-a-kind training includes a 1h deep dive presentation on storytelling science followed by a 30-minute Q&A for more personalized advice.
If you'd like to join, please register here.
PODCAST
How do you solve a PR crisis?
This week, I joined Gloria Chou on the “Small Business PR” podcast to discuss strategies for dealing with PR crises that can jeopardize your business.
I also share ideas for creating buzz on a budget, drawing from the innovative ideas we implemented during my tenure as communications chief at a no-frills airline.
We discuss actionable tips for how small businesses can prepare for inevitable crises, from negative reviews to cyberattacks. Learn how to implement the triple A's—Acknowledge, Apologize, Act—while avoiding the three D's—Deny, Diminish, Deflect. And discover powerful PR tactics to build buzz around your brand, even with limited resources.
Tune in for your crisis communication strategy and know how to make your message stand out – and give the fantastic Gloria Chou a follow on Instagram and LinkedIn!
Listen on Spotify and Apple:
BOOK
The Key to Meaningful Connection
Human connections make us happy, healthy and wise. Yet few of us are getting enough of it. Fortunately, hundreds of recent scientific papers have found answers on how we create connections with others.
David Robson, in his excellent new book 'The Laws of Connection', shares this groundbreaking new evidence that helps us build a more satisfying social network. Here are three key points from the book:
- Engage genuinely: Ask follow-up questions rather than constantly switching topics, and avoid "boomerasking" or "topping" others' experiences. These practices show genuine interest and foster deeper conversations.
- Be present: Demonstrate active attention by focusing on the person you're talking to, and avoid "phubbing" (phone snubbing). This attentiveness enhances the quality of your interactions and makes others feel valued.
- Go beyond the surface: Apply techniques like the Fast Friends Procedure and focus on internal worlds rather than superficial similarities. This approach helps create mutual understanding and more meaningful connections.
I'm excited to share that David Robson will be on the Speak Like a CEO podcast in September to talk about connection, communication, and his book.
On that note...
Have an inspired weekend!
Best,
Oliver
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