What is said, and what is left unsaid
External communication: consistency of commitments and crisis management
A message that does not stand up to scrutiny is a vulnerability, not communication.
Objectives
- Check the consistency between what the business displays and what it practises
- Phrase a commitment that holds up in front of a client, a job applicant or a journalist who checks
- Recognise environmental and social claims that create legal exposure
- Prepare what you will say on the day something goes wrong
Programme
- Morning: What you display: The inventory of your public claims: website, quotations, social media, brochure · Can each one be verified, and by what? Putting them to the test of facts, during the session · Claims that create exposure: environmental, social, certification
- Afternoon: What you will say when things go wrong: The delay, the mistake, the accident: speaking early, and saying what · Silence, minimisation, over-explanation: three ways to make matters worse · Your crisis message, written in advance, for three plausible scenarios
Prerequisites
None. Bring your brochure or your website address.
What you take away
Your public claims verified, and three crisis messages written in advance.