PFIZER’S SECRET WEAPON – A SMILE…

It’s good to see the world’s biggest drug company, Pfizer, using video to support its mega-bid to buy UK pharmaceuticals giant AstraZeneca.  And this morning (Monday May 12) they introduced another element into the equation.  A smilier and more human spokesperson.

Chairman and CEO Ian Read’s videos in favour […]

By |May 12th, 2014|Crisis communication, Keynote speeches, Leadership, News, Presentation, Public speaking, Storytelling, thetonywordsblog, Video|Comments Off on PFIZER’S SECRET WEAPON – A SMILE…

IT PAYS TO PUT YOUR MONEY WHERE YOUR MOUTH IS (How to SAIL through a media crisis #4: ‘Lessons’)

bewigged judges

The crisis was appalling but you managed to salvage your reputation.

You were honest and open about what went wrong. You apologised naturally and sincerely. You took immediate action to help and support victims and prevent the crisis from getting any worse. You promised […]

By |February 6th, 2014|Crisis communication|Comments Off on IT PAYS TO PUT YOUR MONEY WHERE YOUR MOUTH IS (How to SAIL through a media crisis #4: ‘Lessons’)

WHAT TO SAY WHEN THERE’S NOT MUCH YOU CAN SAY (How to SAIL through a media crisis #3: ‘Inquiry’)

This UK media statement by Ursula Lidbetter, new chair of the troubled Co-op, uses the Sympathy, Action, Inquiry formula. It also shows how it’s possible to speak confidently even when there’s not much you can say!

I think Ms Ledbitter did a good job in the circumstances. Possible legal action, several big […]

By |November 22nd, 2013|Crisis communication, Leadership, News, Storytelling|Comments Off on WHAT TO SAY WHEN THERE’S NOT MUCH YOU CAN SAY (How to SAIL through a media crisis #3: ‘Inquiry’)

SHOULD A CEO HAVE TO UNDRESS IN A PHONE BOX? (How to SAIL through a media crisis #2: ‘Action’)

superman big

DC Comics fans have been baffled for years about why Clark Kent, the world’s most diffident reporter, never gets fired.  Imagine the frustration of Daily Planet editor Perry White. He’s running a news outlet in a city where people keep […]

By |November 12th, 2013|Crisis communication, Leadership, News|Comments Off on SHOULD A CEO HAVE TO UNDRESS IN A PHONE BOX? (How to SAIL through a media crisis #2: ‘Action’)

FOR CEOs, WHY IS ‘SORRY’ OFTEN THE HARDEST WORD? (How to SAIL through a media crisis #1: ‘Sympathy’)

I Regret 2

First, I have bad news for those who were expecting a way to remove all the pain from a crisis. You can’t. And I’m not using the word SAIL to imply that any crisis is plain sailing.

Instead, I’m suggesting […]

By |October 30th, 2013|Crisis communication, News, Storytelling|2 Comments

The judge’s son and the broken window

A judge is spending some quiet time at his country retreat. He’s reading through some papers when all of a sudden there’s a tremendous crash from the garden. He runs outside and finds the greenhouse window broken and his young son looking sheepish and holding a bat.

“Father”, says the lad, […]

By |June 18th, 2013|Crisis communication|Comments Off on The judge’s son and the broken window