Contributed by Eden Gillott, the president of Gillott Communications, a crisis PR and bankruptcy communications firm. Flooded with emails from companies you forgot even existed or don’t remember opting-in for? Hearing lots of gossip about what’s happening? You’re not alone. In the past few weeks, our inboxes have been overwhelmed with crisis communications that are entirely off the mark. They’re often boilerplate and seem cold, overloaded with information that leaves you with more questions than answers, and, sadly, sometimes in bad taste. During uncertain times, even the most well-intentioned spread speculation as they try to make sense of a situation that is confusing and overwhelming—a black swan that emerges rarely, maybe once in a generation or a century. Here are some pointers I’ve shared with clients, which will turn these boilerplate emails on their heads and slow (and hopefully stop) the rumor mill: Remember that gossip travels faster than fact.As the saying goes, lies can race around the globe while the truth is still putting on its pants. How you handle it makes the difference between the gossip controlling you—or you controlling it. We are currently in a time of incredible uncertainty, which is not only unsettling but a breeding ground for gossip. According to a Harvard Business Review article entitled “Dismantle Office Politics by Being Transparent,” forcing people to read between the lines can result in “misinterpretation and gossip.” Don’t feed the rumor mill with a void of information. The article recommends being “open about your motives.” The rationale? “You can’t expect an organization to operate at a higher moral level than the one you hold yourself to.”
Be consistent and on-point with your internal and external crisis communications.When you’re considering rolling out changes within your company, you must present yourself in the most favorable light—not just with customers, but with your employees. Your employees take cues from you, so make sure your written and verbal communications are calm and reassuring. Your employees are the front line of your business. They represent your brand. During uncertain times (i.e., coronavirus, economic downturn, rumors of mass layoffs), have your employees focus on doing their jobs well. It won’t end the uncertainty, but it will give them a sense of purpose and take their minds off their anxiety. Look at the situation from your customer’s perspective (not your own).When crafting your messaging, frame it through the lens of the recipients. Their question is always the same: “How does this affect me?” Anticipate their concerns, and the framework of your message becomes clear. What remains is finding the right tone, the right words and the right imagery. Use subject lines that tell the story at a glance.People scan their inboxes like they scan the news. They see a headline and decide in a split second whether to read the article or move on. Need more space? Leverage the first few words that show up in email previews to drive the rest of your message home. Pick up the phone and call your most important people (clients, vendors, investors, etc.)We often forget the impact a phone call can have. It cuts through the noise and creates a deep personal connection. Even if you don’t get them on the phone, leave a voicemail to let them know you’re thinking of them. Take a coffee break.If you’re feeling overwhelmed, emotional or distracted, don’t feel pressured to send something out immediately. Stop and think: Will my actions harm or offend others? Put the material down and let it marinate while you take a break to work on or enjoy something else. When you come back, you’ll be refreshed and able to tackle it with a fresh perspective. It could be the pause that saves your reputation. Eden Gillott is president of Gillott Communications, a crisis PR and bankruptcy communications firm. She’s the author of A Business Owner’s Guide to Crisis PR: Protecting You & Your Business’ Reputation. She participates in EO’s Accelerator program in Los Angeles, California and also sits on the EO Accelator Board there. The post How to Fix Broken Communications During a Crisis appeared first on Octane Blog – The official blog of the Entrepreneurs' Organization. via Octane Blog – The official blog of the Entrepreneurs' Organization https://ift.tt/3aKHZPj
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Is COVID-19 the catapult that will vault us into a new era of Capitalism With Care? Kent Gregoire is an Entrepreneurs’ Organization (EO) member in Boston and CEO of Symphony Advantage, which helps CEOs achieve ongoing personal and professional success through strategic thinking, advice and planning. During the Great Recession of 2008-10, Kent guided dozens of CEOs and their companies successfully through the crisis and positioned them to capitalize on the economic expansion that followed. We asked Kent how embracing conscious capitalism during the COVID-19 crisis can benefit companies both in the short- and long-term. Here’s what he shared: I invite you―CEOs, entrepreneurs, business leaders―to learn how our collective behavior toward planet Earth played a role in the COVID-19 pandemic. It doesn’t need to be that way, and Capitalism With Care is the most effective business model to both elevate humanity and simultaneously protect our planet. And, did you know that Capitalism With Care can also be quite a profitable proposition? A few years ago, when I began to understand the impact that humans―especially greedy “crony” capitalists―are having on our planet, I turned to Conscious Capitalism, a movement devoted to elevating humanity though business. Finding My Tribe in EOLittle did I realize that there was a growing number of entrepreneurs who were already on a journey to elevate humanity, to protect the planet. For years I had been leading companies as a caring capitalist, and I was seeking others who were leading small to mid-sized organizations and following similar tenets. I found my tribe in EO. And, I found additions to my tribe when I attended my first Conscious Capitalism CEO Summit. Last year, I had the opportunity to work with 180 other EO members on the floor of the United Nations during EO’s International Entrepreneurial Summit to sign a formal Outcomes Declaration that detailed how we committed to “… make the world a better place, through delineating 12 special actions that business leaders can implement to support the achievement of the UN Sustainable Development Goals.” In the summer of 2020, we will reconvene and continue that critical work. Intersecting Crises: COVID-19 and ClimateA growing number of people worldwide understand that the biggest threat to humanity is climate change. As we witness what’s happening across the globe with the COVID-19 crisis, in just a matter of weeks after factories with smoke stacks were shut down and cities on mandatory lockdown grew quiet, we’ve seen the smog lift over China and the dolphins gleefully return to the canals of Venice. Today, we are dealing with a global crisis that is genuinely frightening. It’s killing thousands of people at an alarming rate, and we’ve yet to establish an effective treatment protocol. We’re told it may be 12 to 18 months before an approved vaccine will be available. Even when it’s approved, will it be safe? The scariest part to me is that if we don’t take drastic measures to protect our planet, the emergence of complex, never-before-seen viruses and bacteria will continue to plague us. COVID-19 is a warning we must take to heart and learn from. We must act now to take drastic measures to restore and protect our planet for those living now and those yet to come after us. In an article in The Guardian, UN environment chief, Inger Andersen, said that humanity was placing too many pressures on the natural world with damaging consequences―and warned that failing to take care of the planet meant not taking care of ourselves. The article continues: “Leading scientists also said the Covid-19 outbreak was a ‘clear warning shot’, given that far more deadly diseases existed in wildlife, and that today’s civilisation was ‘playing with fire’. They said it was almost always human behaviour that caused diseases to spill over into humans.” The article goes on to illuminate how Coronavirus and other viruses jump from animals to humans—because humans are placing a burden on the planet, destructing natural habitats and driving wildlife into closer contact with people. The time to act isn’t tomorrow, it’s today. So I ask you: What are you doing to take action to help restore planet Earth? If you’re an entrepreneur or a business leader, what is your company doing to elevate humanity through business? Why I Practice Capitalism With CareI believe that Capitalism With Care is the most effective way to elevate humanity. Everyone wins when we practice caring capitalism. Ironically, companies that practice the four tenets of Conscious Capitalism―Higher Purpose, Stakeholder Orientation, Conscious Leadership and Conscious Culture―financially outperform their peers, and not just by a few percentage points; often by significantly more. The Conscious Capitalism website explains it best: There is a better way to be a capitalist. A way that will create a better world for everyone. A way forward for humankind to liberate the heroic spirit of business and our collective entrepreneurial creativity so we can be free to solve the many challenges we face. Conscious Capitalism provides that path. Conscious businesses will help evolve our world so that billions of people can flourish, leading lives infused with passion, purpose, love and creativity; a world of freedom, harmony, prosperity, and compassion. I urge you to use this unexpected downtime in the business environment to explore, query and consider adopting the tenets of conscious capitalism in your business. I’m happy to share my personal experience around Capitalism With Care so we can learn together and support each other. Won’t you join me? #ConsciousCapitalism #capitalismwithcare #EOimpact EO is the only global network exclusively for entrepreneurs. EO helps leading entrepreneurs learn and grow through peer-to-peer learning, once-in-a-lifetime experiences, and connections to experts. The post An Invitation to Explore and Adopt “Capitalism With Care” appeared first on Octane Blog – The official blog of the Entrepreneurs' Organization. via Octane Blog – The official blog of the Entrepreneurs' Organization https://ift.tt/2UFPRMw Remember when owning a small business was risky but rewarding? Stressful but satisfying? And then COVID-19 hit. In the midst of a global pandemic, being responsible for your own business—as well as the livelihoods of your employees—very likely seems overwhelming if not completely debilitating. Nobody said entrepreneurship was easy, but certainly nobody predicted this devastating turn of events. Every day—perhaps every hour—you feel forced to reset your expectations, your goals and your strategy. Will you survive? How long can you support your team? What does your small business look like six months from now, one year from now? Here are the top four survival tips for small business owners during the COVID-19 pandemic. 1. Embrace this era of uncertainty as an opportunity.American author John Shedd is known for the phrase, “A ship in harbor is safe, but that is not what ships are built for.” American president Franklin Roosevelt once said, “A smooth sea never made a skilled sailor.” These are the times in which ingenuity thrives—particularly among entrepreneurs. As EO CEO Carrie Santos observes, “Entrepreneurs do not catch up on news and wonder how they will face the COVID-19 crisis. Entrepreneurs jump in to offer solutions.” Before you tackle the problems at hand, take time to reflect on your core purpose. Ask yourself: Are there new ways for you to support your goals? Let go of how you operated last week and consider what might make sense in this new reality. Around the world and across the street, we are seeing examples of entrepreneurs rethinking their process, their product and their way forward: • Distilleries pivot to make hand sanitizer. 2. Focus on your people.When you first launched, you concentrated on attracting your ideal clients and hiring good people. And so it remains. Yes, there may be lay-offs. Your revenue will drop. Now is the time to double down on those valuable star employees and loyal customers. Prioritize your team’s safety and mental health. Implement new, virtual ways to communicate regularly with your team. Clearly outline your benefits and let them know their options. Informed and engaged employees are empowered and dedicated. Lean on industry peers for creative ways to support your staff and stay informed about the latest laws and resources in your area. • How to take care of your restaurant staff during a health crisis. 3. Engage with customers and community.Don’t neglect the clients, customers and community who help your business thrive. They’re weathering this crisis alongside you, so consider their needs as well. Provide longstanding customers with exclusive ways to support and engage with your business. Reach out to them through social media platforms to lift their spirits and discover how they’re surviving this difficult time. Rise above the chaos and build goodwill through your communications. Consider offering gift cards toward future services or investments in upcoming projects. Remember, many people are at home and spending more time online, so be sure your website and social media platforms are ready for primetime. Encourage your clients to post online reviews. If possible, create ways to up your virtual commerce. • Ideas for retaining customers during the coronavirus epidemic. 4. Proactively identify sources for financial support.The greatest challenge to maintaining a small business has always been cash flow. Today is no different—but your sources for relief are changing every day. Whether you’re seeking access to capital or immediate liquidity, it is imperative to understand the options available to you. Now is the time to engage with policy-makers in your area and advocate for your needs. While governments work to pass relief packages, you might also look a little closer for help. Unprecedented times demand unprecedented solutions, and now might be the moment to reconsider borrowing from family members or exploring alternative approaches to lending. • Three ways to protect your small business. Purposeful optimism is a mustWhat we can’t know for certain is how COVID-19 will change the business landscape in the years to come. Here’s what we do know: Entrepreneurs like you were born to weather these storms. You didn’t choose to start a business because it would be simple or easy going. There is something unique in your very DNA that makes you the very best person to navigate the difficult months ahead. And, if these last weeks are any indicator, entrepreneurs will be stronger next month and even next year. Yes, you and your business will emerge from this crisis different—but also with more resilience and strength. EO is the only global network exclusively for entrepreneurs. EO helps leading entrepreneurs learn and grow through peer-to-peer learning, once-in-a-lifetime experiences, and connections to experts. The post Top Four Survival Tips for Small Business Owners appeared first on Octane Blog – The official blog of the Entrepreneurs' Organization. via Octane Blog – The official blog of the Entrepreneurs' Organization https://ift.tt/2URIFMj |
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November 2020
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