Session Details

In times of crisis, connection becomes the most critical component of an effective communication strategy. This workshop will help participants navigate the range of crisis response strategies, from defensive approaches to accommodative actions, focusing on how each tactic can either strengthen or hinder connections with stakeholders. Participants will discover how to employ strategies like denial, justification, and ingratiation, as well as when and how to move toward corrective action and full apology—tools that, when used effectively, can bridge the gap between organizations and the audiences they serve.  Key Takeaways - Building Trust Through Strategy: Learn when and how to apply defensive strategies (attack the accuser, denial, excuse, and justification) without breaking vital stakeholder connections. - From Defense to Connection: Explore the power of accommodative strategies, such as ingratiation, corrective action, and a full apology, to restore and deepen trust. - Real-Life Case Studies: Analyze case studies that showcase both successful and unsuccessful use of these strategies, illustrating how each approach impacts organizational connection and reputation. - Crisis Response Toolkit: Gain a practical toolkit for assessing crisis situations and choosing the most effective response to maintain and rebuild crucial connections. Learning Outcomes

• Understand Crisis Connection Points: Recognize the full spectrum of crisis response strategies and how each can either support or undermine connection with stakeholders.
• Assess Strategy Impact on Trust: Learn to assess when a defensive strategy can defuse tension or when an accommodative approach can more effectively rebuild bridges.
• Craft Resonant Messaging: Develop skills to craft clear, empathetic, and impactful messages for each response type, from denial to full apology, ensuring that communication efforts foster meaningful connection even in challenging moments.