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Crisis Management: Navigating Corporate and Consumer Mindsets

Learn effective strategies for managing crises in both corporate and consumer contexts. Understand how to control the narrative, convey positive messages, and avoid common mistakes. Take charge of the story and steer it towards a successful outcome.

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Crisis Management: Navigating Corporate and Consumer Mindsets

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  1. Corporate Mind in a Crisis • Our stock is tanking! • The board of directors is angry! • I’m going to be late getting home tonight! • I’ll lose my job! • I don’t know what I’m doing! • I want my life back!

  2. Consumer Mind in a Crisis

  3. First Questions • What’s the issue? • Who is the audience? • What are their questions? • What’s our goal? • What is our message? • What is our picture?

  4. Controlling the Story POSITIVETHEME FACTS What you say How you say it NEGATIVETHEME

  5. Effective Messages • Positive Never defensive • Concrete Supported by strong evidence • Empathetic Responsive to audience concerns

  6. Five Common Mistakes • Weak messages • Wrong messenger • Wrong picture • Failure to think like a consumer • Covering up

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