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  • feedwordpress 06:35:29 on 2017/09/25 Permalink
    Tags: , Karen Friedman,   

    Quick Tip #70: How to Interrupt Politely 

    How do you interrupt a conversation when it seems no one wants to hear what you have to say? This video will show you how to cut someone off politely.

     

     

     
  • feedwordpress 19:32:34 on 2017/08/29 Permalink
    Tags: fake news, Karen Friedman, , news, ,   

    Fake news is nothing new 

    If you’re like me, you probably hate political ads. There are the people who claim, if elected, they will solve all your problems. Others blame their opponents for the world’s ills. Then there are the special interest groups that raise tons of money to tell you why their message is the right one. Are these messages real or is fake?


    Many years ago, I ran for political office and had a front row seat to the process. I was fresh off a career as a television news reporter when a political party asked me to throw my hat in the ring. I had two things going for me:

    1. I had name recognition.
    2.The man who held the seat they wanted me to run for was in trouble for allegedly publicly pummeling his girlfriend.

    What I didn’t know is what I didn’t know. Elected officials would call me in the middle of the night to vent about their personal life. High ranking politicians said they couldn’t support me and urged me to change my position if it didn’t agree with the party. Then came my opponent.

    As the race neared an end, things were tight. So tight, that in a district favoring her party by 5 to 1 odds, pollsters thought I might win. So, days before the big vote, her campaign sent out a mailer to voters stating that unlike her, I had moved out of the district, was not really a long-time resident and didn’t fully understand the issues. Only, it was a lie or what today’s environment would label “fake news”. I did attend college a few hours away and then earned my stripes as a journalist in a couple of cities before coming home. I never moved out of the district. I never changed my residence and I continued to vote in the district.

    Ultimately, on election day, I lost by less than three percent in absentee ballots. While disappointed at the time, looking back, I’m glad I lost. While it was a great experience and I met a lot of fabulous people from both parties, I became better at what I do today because of the people I met and the skills I developed back then.

    Fake news isn’t new. When I was a television news reporter, campaigns used to plant spokespeople and naysayers at opponent’s events to get their point across. They would put out news releases that contained quotes without attribution. And then, like now, they would pay for air time to say what they wanted to say regardless of truth or fact.
    It’s not just politicians who spout fake news. According to recently released reports, in the 1960’s the sugar industry paid scientists to downplay the link between sugar and heart disease to promote saturated fat as the real culprit. Credible sources now suggest that five decades of research into nutrition and heart disease as well as many of today’s dietary recommendations, may have been shaped by the sugar industry to derail the real truth that sugar was the culprit.

    Like the childhood game, whisper down the lane, people would see something on the news and tell their friend who would tell their friend and so on. After it was repeated multiple times, some of the facts would be missing while others were exaggerated or flat out wrong. I recall spending days interviewing people at breaking news stories, only to hear some of my own neighbors share incorrect information about the story I covered. When I would correct them, explaining I had received information directly from the source, they would argue, insisting that what they heard was true.

    Campaigns to manipulate public opinion and advance personal agendas have always been commonplace, but today’s execution is unprecedented. Researchers from Oxford University’s Computational Propaganda Research Project reported a “global inventory of organized social media manipulation”. The report found that social media propaganda was used in 29 countries to issue false news reports, attack journalists or support a government or political viewpoint. It goes on to say that in some cases, these efforts involved full-blown government bureaucracies of employees on fixed payrolls.

    Mainstream media has always had a soft spot for sensationalism and some might suggest that even respected journalists manipulate information. However, in years gone by, most people got information from newspapers, radio or the evening newscast and they were typically loyal to that news source.

    The difference between now and then is the reach of social media. Fake news is fast news. Social media platforms allow anyone with a phone to spread a lie around the world in seconds. In fact, research conducted by the Media Insight Project, a collaboration between the American Press Institute and The Associated Press-NORC Center for Public Affairs Research, says that people who see an article from a trusted sharer, even if it’s written by an unknown media source, have much more trust in the information than people who see the same article that appears to come from a reputable media source.

    Today, because people get their news from other people, and are more likely to believe someone they trust, it’s hard to tell what’s real and what’s fake. If someone prefers FOX over CNN, they will believe FOX and the opposite is also true. As my husband frequently comments, we all live in our own bubbles. That means each of us has our own version of reality. What we believe seems more real. What others believe could be fake.
    When we are quick to label someone else’s opinion or belief as fake, that’s the same as trying to shut them up. After all, if I insist you don’t know what you’re talking about and I am a trusted source, then I must be right, even if I’m not.

    Like a negative demeaning political ad that shouts at you knowing you can’t respond, labeling others as fake will only promote fake conversations instead of trying to understand others and solve real problems.

     
  • feedwordpress 09:05:36 on 2017/05/11 Permalink
    Tags: , Karen Friedman, , , Story telling   

    Quick Tip #68: Story telling 

    Stories motivate, inspire and drive business outcomes. Even if you don’t realize it, you already know how to do it. Watch this video to position yourself for greater storytelling success.

     
  • feedwordpress 02:02:19 on 2017/04/20 Permalink
    Tags: airlines, apology, Business reputation, , Karen Friedman, , , Op-Ed   

    Op-ed: What United Airlines should have done – What everyone is missing 

    A lot has been written about the recent United Airlines public relations disaster and most of the so-called Monday morning quarterbacks are correct in their assessments of what should have been done. After a video of 69-year-old Dr. David Dao being violently dragged from his seat went viral, I agree that United CEO Oscar Munoz waited far too long to apologize to the passenger and take responsibility for what happened.

    When he finally did speak publicly, it was about United when it should have been about passenger safety and making sure something like this doesn’t happen again.

    And even though Munoz stepped up to the plate and announced that all passengers who unfortunately witnessed the upsetting behavior of Chicago security on United Express Flight 3411 will get a refund, his public relations people have completely missed the boat on this one.

    If I was advising Mr. Munoz, I would have told him to get on one of his planes and apologize to Dr. Dao in person. Immediately. It would not have eased the turbulence, but it would have made re-entry a little less bumpy.

    Very public snafus are nothing new.  The speed at which they unfold in the digital age makes early response more critical than ever.

    However, early response alone can’t dig a company out of sinkhole. What you say first is equally important. In United’s first statement, Munoz said: “This is an upsetting event to all of us here at United.”  That makes it about United, not about the passengers.

    Perhaps he should have learned a lesson from former BP CEO Tony Hayward’s terrible handling of the Gulf coast oil spill in 2010. Yes, he apologized, but that was followed by “There’s no one who wants this over more than I do. I would like my life back.”

    Apologies, even when heartfelt, do not make everything okay, especially when the words you use signal that you are sorry for yourself.

    In times of crisis, people want leaders who take time to genuinely understand what it feels like to walk in the shoes of those affected by whatever happened. They want the truth, not some legalese version designed to protect the organization. They want to know how companies will fix things moving forward. Like an experienced pilot, trusted to navigate the stormy skies, people want leaders they can trust to make things right.

    When I was little and tried to apologize my way out of bad behavior, my mother used to tell me that “actions speak louder than words”. In this case, actions speak louder than PR, which stands for public relations. True PR however, is personal relations. A personal visit to Dr. Dao should have been a top priority.

     
  • feedwordpress 01:47:53 on 2017/04/20 Permalink
    Tags: , Karen Friedman, ,   

    Poise & humor count: How to recover from embarrassing moments & other near-calamities 

    The Bacon Brothers band had fans on their feet at a concert in Ocean City, New Jersey when the microphone squealed and speakers started blaring high pitched ear-piercing squeals called feedback.

    The audience grimaced, some holding their ears, while the band instantly stopped and started fiddling with the dials on their amplifiers. Yet, what could have turned negative by turning fans off, actually turned positive thanks to the quick thinking and perhaps experience of lead singer Kevin Bacon.

    Instead of making his audience uncomfortable by acting uncomfortable or showing embarrassment over the mishap, Bacon said “typically these things happen during sound check, where only special people are invited. You, my friends, are these special people.”

    The audience roared with laughter. Not only did Bacon turn what could have been an embarrassing moment into a joke, but he made the audience feel important.

    This is an important lesson for speakers of all levels. All of us make mistakes. The slides crash. We forget what we wanted to say. We leave out an important point. Perhaps we trip or stumble in front of a group. However, if we are not embarrassed, our audiences won’t be embarrassed for us. How we react and recover is how we’ll be judged.

    Leading in times of crisis is no different. How an executive or spokesperson reacts under pressure can determine how their company or product will be judged.

    Consider Captain “Sully” Sullenberger, the retired airline pilot who made a successful emergency landing in the Hudson River with 155 passengers on board. A flock of geese flew into the jet during take-off. All passengers survived and no one was hurt.

    In an interview with Parade magazine, he talked about the importance of staying calm when announcing “brace for impact” to passengers just 90 seconds before hitting the water. He said “I wanted to be very direct. I didn’t want to sound agitated or alarmed.”

    Sharp leaders understand that tone and words make a difference if you want to keep others calm during a crisis.

    My father is one of those leaders we can all learn lessons from. Last year, he was diagnosed with a significant health issue. Despite the severity of the disease, endless treatments and infusions, he has stayed calm and upbeat throughout the ordeal and that is what has kept our family calm.

    Those who study stress will tell you it’s natural for people to panic, react emotionally and think about worse case scenarios when something negative occurs. Yet, if you can take a step back and gather the appropriate information before instantly reacting, you will be better positioned to take a more measured and thoughtful approach to the situation. In our own crisis training programs, we encourage people to focus on the opportunity moving forward, not wallow in the crisis.

    For example, if you unexpectedly lose your job, it’s easy to focus on your anger, defeat, or the boss you didn’t like. If it was a job that required a lot of unwanted time away from your family, perhaps there is now an opportunity to re-evaluate your priorities and pursue different avenues.

    The iconic late Steve Jobs is an excellent example of someone who turned crisis into opportunity. When Jobs was fired from Apple, he went to work for an animation company that is now Pixar. When Disney bought Pixar, he became the company’s largest shareholder.

    Whether professional or personal, we will all experience some type of embarrassment or crisis in our lives. The key is to change the conversation you’re having with yourself. When you do that, you will change the conversation you need to have with others.

    My youngest son was 12 years old when he landed a lead role in his camp production of the Greek comedy Lysistrata. Toward the end of a wonderful performance, he forgot his lines. The audience fell silent. For my husband and me, the seconds that followed ticked endlessly as we were nervous for him. Suddenly, a proctor standing off to the side of the stage shouted out the line. He looked off stage and shouted back “what”?

    She yelled it again, this time loud enough for the entire audience to hear. We sunk in our seats as some of the campers in the audience started to snicker. But our boy didn’t let that get to him. He stopped, smiled, looked out into the audience, and then pointing off stage quipped, “Whatever she said!” The crowd laughed loudly and thundered applause as the aspiring actor took an unscripted bow. They were laughing with him, not at him. He changed the conversation.

    I read an article that said “in a crisis, it’s important not to let your emotions hijack you” if you want to manage the fight or flight response. It went on to point out that science has shown the best way to create a cohesive and coherent response is to do so with your head, heart and gut.

    That means balanced breathing to calm down so you can tap into your heart to identify what’s important to you. From there, you can use your head and trust your gut to make solid decisions when you speak and act.

    Whether dealing with something as critical as a life-threatening emergency landing or something far simpler like forgetting your line in a play or having your speakers blare feedback, when it’s happening to you, it feels like a crisis. Yet there is a similarity in all of these situations.

    Like the Bacon Brothers, when we tune ourselves to focus on others, we can often turn something negative into something positive.

     
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