Summary on Leadership Communication

CHAPTER 2


Document coherence can be achieved by using logical structure and effective organization and ensure document conform in content and format to expectations in the typical professional setting, through the following

1. Selecting the most Effective Communicating Medium

- Text Messages

- E-mail

- Memo

- Letter

- Discussion Outline

2. Creating Individual and Team Documents

A) Creating Individual Documents

-Analyzing and Planning

1) Clarify your purpose

2) Develop your strategy

3) Analyze your audience

4) Select your medium

5) Determine your key messages

- Creating and Developing

1) Decide on the best organization

2) Generate ideas

3) Gather data

4) Check for completeness

5) Double check your logic

6) Write a complete draft with headings

- Refining and Proofing

1) Reorganize if necessary

2) Revise, cutting excess

3) Read the document aloud to check tone and flow

4) Print out and proofread the final version.

B) Creating Team Documents

-The Single-Scribe Approach

- The Multi-Writer Approach

3. Organizing the Content Coherently

-Organization and Content

a) Chronological Structure (process description)

b) Logical Structure (In a proposal)

-Opening with Power

- Develop with Reason

-Closing with Grace

4. Conforming Content and Formatting Expectations in Correspondence

Examples

Letter- (block format preferred today)

Memo- (Include preliminary element of date, to, from and subject, avoid “re” unless used in

Your organization)

E-Mail – (Formatting similar to memo)

Text Messages



5 Include Expected Content in Report

- A Formal Full-Length Report (to have table of content)

- Including Exhibits in Report (exhibit like graph should not be inserted without discussion)

- Handling Research information in Reports(handle information obtained from Primary and Secondary research carefully)

- Proposal and Progress Report

a) A proposal ( include)

1) Introduction

2) Needs and Benefits

3 Scope

4 Method and Working relationship

5. Task time break down

6. Costs

7 .Qualification

8. Acceptance Clause

b) Progess Report (include)

1) Introduction

2) Project description

3) Work in completed

4) Work in progress

5) Work remaining

6) Overall appraisal of progress


7) Formatting Business Document Effectively

Document to conform to the following business writing standard

-Layout

-Spacing Alignment (single spaced with double space within paragraph)

-Font and Size (use traditional serif, font size of 11to 12 to be used)

- Using Headings

- Formatting lists (using bullets or numbers)



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CHAPTER 3

Using Languages to Achieve a Leadership Purpose

Correct use of Language expected in Leadership communication can be achieve using the following techniques

1) Achieving a Positive Ethos through Tone and Style

-Guidelines for creating positive Ethos

a) Do not try to imitate someone else

b) Read what you have written aloud to see how you sound

c) Be careful in use of complex language

d) Use strong verbs and avoid passive voice

e) Select positive over a negative construction when possible

f) Avoiding using too many modifier or empty words

g) Be careful in the use of qualifier

h) Eliminate fillers (such as “you know”)

i) Avoid use of jargons if use ensure audience understands.

2) Communicating Concisely

a) Avoid the use of the Passive Voice-The actor should come first in the sentence

b) Avoid Expletives Such as “There is or “It is”

c) Avoid the use of Prepositional Idioms

d) Avoids the over use of Relative Pronouns “Who”,” Which” and “That”

e) Avoid the Repetition of Words and Ideas

f) Do not Overuse Descriptive words particularly Adverbs (-ly Words)

g) Avoid Weasel words, Ambiguous Noncommittal Words such as almost, as much as

h)Be Aware of Jargon(Languagee used in Particular Disciplines) and Other Kinds of Gobbledygook

i) Avoid Normalization (Turns Verbs into Noun by adding-tion)

j) Finally, Avoid Redundancies


3) Using Business Language Correctly

-The Language Rule That Matter

a) The power of Punctuation (e.g)

-Colons

-Semicolons

- Dashes and Commas

- Apostrophes

- Parentheses

- Quotation marks

- Ellipses

b) Correct Use of Pronoun

- Personal Pronouns

-Indefinite Pronouns

-Collective Nouns


c) Effective Sentence Structure

- Parallelism

- Dangling Modifier


4) Employing Efficient and Effective Editing Techniques

Edit

-Document

- Sentence

-Mechanics


5) Making Computer Tools Work for You


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LEADERSHIP COMMUNICATION: CHAPTER 4

Chapter Objective

(1) Plan your presentation which includes developing a communication strategy

(2) Prepare a presentation to achieve the greatest impact

(3) Present effectively and with greatest confidence.

PLANNING YOUR PRESENTATION

In planning your presentation you need to consider the following

• Clearly define the aim and objective of your presentation

• Develop a communication strategy using communication framework

• Select the Topic of your presentation

• Consider the context of your presentation. Your context need to establish the background of your presentation and your audience should be able to understanding the purpose of your presentation.

• Decide a comfortable date for your presentation

• Decide the venue for the presentation. (i.e. within or outside the organisational environment).

• How long will the presentation last

• Start gathering materials and information needed for your presentation.

• Choose how to send out invitations (through email, text message, Telephone calls or letters)

• Choose and make reservation for venue of presentation

• Request for items that will motivate your audience (e.g. Tea break, Small chops, Lunch, Drinks and water). Your audience being aware of these will be motivated and will stay to the end of your presentation.

• Request for transport to convey your invitees to venue of presentation. (i.e. if the presentation is outside the organisational environment.

• Required tools: Ensure Laptops, Projector, Flip Chart/Board and Extension box are readily available

• Arrange for Name tags, writing materials (pen, jotters etc.)

• Arrange for souvenirs if necessary

• Prepare certificate of attendance if required.
MEDIUM AND DELIVERY METHOD

In developing a strategy for a presentation, you will be able to decide and choose from several options for the medium and delivery method of presentation taking into consideration the advantages and disadvantages of each medium and delivery method. Some of the medium and delivery methods are as follows:

• Stand up without Visuals

• Round-Table

• Stand-up with Computer and Projector

• Stand-up with Overheads

• Stand-up with Flip/White Boards

• Video Conferencing

• Phone Conference

ESTABLISHING A LOGICAL AND EFFECTIVE STRUCTURE AND FORMAT

• Analysis your audience and determine the most effective structure/format that best suits your audience.

• Decide whether to use direct approach (i.e. to present the and recommendation the present data to support it) or

• Indirect approach (i.e. present the facts and lead to conclusion

• Never ignore any opposition

• Ensure that each point is logically related to the ideas that provides it and information that follows.

• Ensure you carry your audience along as you progress by using adequate, obvious, translations from point to point.

• Use repetition more than you would in writing, especially in the body and conclusion

PREPARING A PRESENTATION TO ACHIEVE THE GREATEST IMPACT

• Develop the introduction, Body and Conclusion of the presentation

• Follow the Traditional Rules (Tell them what you are going to tell them, Tell them, Then tell them what you have told them

• Use some examples, illustrations, pictures and video clips to capture the attention of your audience.

• Test the flow by telling the story of your presentation aloud to yourself

• Practice with your slides to ensure you do not take too much of your allotted time.

• Test run all required tools for the presentation before the D-day

• Edit and proof read.

• Ensure your presentation is well organized.

• Check the room and setup and ensure you know how to use the equipments and that all are in good working condition.

PRESENTATING YOUR PRESENTATION EFFECTIVELY

• Introduce your presentation as soon as you stand up and start walking to the podium or front of the room.

• Get your nerves under control

• Eliminate stage freight

• Be conscious of time allotted for the presentation.

• Analysis your primary and secondary audience

• Consider the class of your audience

• Be bold and have full control of your audience

• Look directly into the eyes of the audience.

• Start your presentation with jokes, interesting short story etc.

• Create a positive relationship with your audience

• Watch the reaction of your audience as you progress.

• Read their facial expression at intervals as your presentation progresses.

• Be careful not to overwhelm the audience with too much detail.

• Use body illustrations as you would in conversation

• Be audible enough so that the last row in the audience will hear you.

• Pronounce your words clearly.

• Expect feedback and questions

• Expect relevant and irrelevant questions

• Expect negative and positive response

• Be ready to answer their questions effectively.

• Summarize what your have said by showing your audience summary slides that highlights your main points.

• Conclude, and close

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CHAPTER 6

Leaders need strong interpersonal skill and an understanding of and appreciation of cultural diversity to be able to operate effectively. The following skills will be discussed in this chapter.

Chapter Objective

(1) Appreciate the Value of Emotional Intelligence

(2) Increase your own Self-Awareness

(3) Improve your Non-Verbal Skills

(4) Improve your Listening Skills

(5) Mentor others and provide feedback

(6) Realise the Value of Cultural Literacy

(7) Use a Cultural Framework to understand Cultural differences

APPRECIATE THE VALUE OF EMOTIONAL INTELLIGENCE

An organisation’s culture reflects the emotional intelligence of its leaders and the leaders reveal that emotional intelligence through their communication ability and style.

A leader should be able to:

Understand Emotional intelligence by:

• Being aware of, understand and expressing himself.

• Understanding and relating to others

• Dealing with strong emotions and control his impulse

• Adapting to change and to solve problems of a personal and social nature.

Connecting Emotional Intelligence to Leadership Styles

This falls into six (6) categories: (by Goleman, Boyatzis, and Mckee)

(1) Visionary: Visionary moves people towards their dreams. Leaders need be visible in the organisation. They need to speak frequently in public internal forums, holding frequent meetings, and sending out statements that motivates and provide guidance to all the employees

(2) Coaching: Provide a strong, mentoring culture and place importance on training and development.

(3) Affiliative: Creates harmony by connect people to each other

(4) Democratic: Soothes fears by giving clear direction in an emergency’

(5) Pacesetting: Meets challenges and exciting foals

(6) Commanding: Commanding leadership seems not effective in motivating employees.

Other Qualities

• Personal Competence : This quality determines how we manage ourselves

• Self Awareness: Reading one’s own emotions and recognising their impact. Accurate self assessment by knowing one’s strengths and limits. Self-Confidence: knowing your self-worth and capabilities.

• Self Management: Ability to have self emotional control. Keeping disruptive emotions and impulses under control. Must be transparency, displaying honesty and integrity. Must possess initiative ability and must be optimism.

• Social Awareness: Ability to sense and understand other people’s emotions. Ability to demonstrate interest in other peoples emotion.

• Relationship Management: Ability to inspire, influence, develops, manage conflict, and change catalyst.

INCREASE YOUR OWN SELF-AWARENESS

Hendrie Weisinger calls self-awareness ‘The foundation on which all other emotional intelligence skills are built. He suggests that everyone exercise self-awareness at work by asking the following questions:

• What am I feeling right now?

• What do I want? How am I acting?

• What appraisal am I making?

• What does my sense tell me?

Using Popular Psychological Profiles to Understand yourself better.

This can help you gain insight into your behaviour and how you interact with others and how others interact with you. It will also help you to know yourself better and those characteristics that may hinder your ability to interact effectively.

Using The MBTI

MBTI consist of four dichotomies. The dichotomies are:

(1) Introvert Versus Extravert (indicates how you are energized),

(2) Sensing Vs Intuitive (suggests how you interpret or understand the world)

(3) Thinking Vs Feeling (shows how you make decisions)

(4) Judging Vs Perceiving (suggest your approach to life and work)

The Value of knowing the MBTI

• For then Team:

Awareness of personality types can be an advantage in team settings.
• Leaders and Thinking Vs Feeling

No type profile or set of personality characteristics makes one person better than another. Rather it makes them different in important ways.

• For individuals

Using a personality profile can help in developing your own self awareness and understanding how best to interact with and manage others.



• Legal Questions

Leaders must understand the legal ramification of psychological testing and the potential misuse of the information.

• Taking the MBTI

Before taking the MBTI you must understand the tests and their intentions. You may need to consider taking the results to someone licensed to the test.

DEVELOPING AN APPROACH TO IMPROVING EMOTIONAL INTELLIGENCE

Steps to achieving emotional Intelligence

• What do you want to be?

• Who are you now

• How do you get from her to there

• How do you make changes stick

• Who can help you.

IMPROVING YOUR NON-VERBAL SKILLS

Categories of Non-Verbal Communication

• Appearance: the way you look, dress and grooming

• Paralanguage: Vocal cues that accompany speech, such as volume, pitch and rate

• Kinesics: Body movements, such as gestures, postures and head movement

• Occulesics: Such as eye movement, such as eye contact or sit in relationship to others.

• Proxemics: Where you stand or sit in relationship to others.

• Olfactics: smells

• Chronomics: the way time is used.

The following may be helpful to improve nonverbal communication skills:

• Learn cultures in which you be interacting. Know about the culture of individuals before you can fully understand their non-verbal behaviour.

• Do not judge someone’s action out of context.

• Develop your understanding or sensitivity to nonverbal cues.

• Access your own use of nonverbal communication. Video tape and watch yourself.

• Listen to yourself giving to yourself giving presentation

• Should pay attention on how you dress, and use space around you.

IMPROVE YOUR LISTENING SKILLS

Listening skills is very important and the lack of them hinders many people’s careers.

Levels of Listening

• Empathetic Listening: this is where you refrain from judgement and listen with close attention.

• Hearing Words but not really listening: Receiver pretend to hear and even respond

• Listening in spurs: Receiver tune in and out, hearing only part of what is said. Pretending to listen when they are thinking about something else entirely.

Common Barriers to Effective Listening

• Speaker talking about a subject of no interest or boring

• Disagreeing with the speaker

• Being more interested in what you have to say than in other person

• Being distracted by other thoughts or activities around you

• Have preconception about the speaker or the subject.

• Responding emotionally to the words or ideas of the presenter

• Distracted by the speaker’s appearance or personality

• You only hear what you want to hear and fail to listen to anything else.

Ten Ways to improve Listening Habits

• Stop talking

• Stop thinking

• Avoid multitasking

• Try to empathize with the speaker

• Don’t interrupt

• Focus on the speaker closely

• Do not let delivery or appearance distract you

• Listen for ideas, not just facts

• Listen with open mind, not for what you want to hear.

• Pay attention to nonverbal cues and what is not said.

• Summarize what the speaker said immediately

• Record the main ideas when listening to speaker

• Practice paraphrasing others as they speak

• Listen to news story or something primarily factual and summarize.

MENTORING OTHERS AND PROVIDING FEEDBACK

Responsibilities of Mentor

• Provide guidance

• Be a Positive Counsellor

• Help protégé to identify and solve problems

• Lead protégé to solving problems

• Offer constructive criticisms

• Share experience

• Assign homework

• Refer protégé to others

• Be honest

• Solicit feedback from protégé

• Attend meetings

Responsibilities of the Protégé

• Shape overall agenda for the relationship, know what you want

• Establish realistic and attainable expectation

• Be open in communication with you mentor

• Establish priority issues for action or support

• Don’t expect your mentor to be an expert in everything

• Solicit feedback from your mentor

• Come prepared to each meeting to discuss issues.

Delivering Feedback

The following steps should work effectively when providing feedback in most business situations:

• Be well prepared for the feedback session

• Create a receptive environment

• Create a receptive environment

• Assume a comfortable demeanour

• Start by setting the context for the meeting

• Move quickly into your main objective

• Ensure throughout that the receiver understands your points

• Be specific about the actions you expect the receiver to undertake as a result of feedback session.

REALIZING THE VALUE OF CULTURAL LITERACY

• Realize the importance of Cultural Literacy. Realizing the importance of cultural differences is the key component for emotional intelligence. Understanding and appreciating cultural diversity can help you know how best to communicate with different audience.

WHAT IS CULTURE

Culture is the way of life of people, their behaviour patterns and attitude. It includes social characteristics, gender, age, profession, organizational function, company structure and style.
USING CULTURALL FRAMEWORK TO UNDERSTAND DIFFERENCE

• Understand cultural differences

• Agreement and Contracts

• Social Customs

• Understand Context: high context and low context

• Information Flow: How fast does messages travel, does it travel directly, How does information link, does the culture prefer words, graphics, what are the most effective means etc.

• Time: Are they involve in several activities at a time, Do they take time commitment serious, What are their usual working hours etc

• Language: All cultural levels have cultural differences.

• Power: What is attitude towards title and authority, Do individual openly challenge authority, How are decisions made etc).

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CHAPTER 9
ESTABLISHING LEADERSHIP THROUGH STRATEGIC INTERNAL COMMUNICATION

Effective internal communication provides organizational direction and employee motivation. If employees believe in their leaders, if they trust and respect them, they become change agent. The purpose of Chapter 9 was to recognize the role of communication by employees; assess internal communication effectiveness; establish effective internal communication; use mission and vision to strengthen internal communication as well as designing and implementing effective change communication.

Establishing leadership through strategic internal communication was discussed under six different scope as follows; recognizing the strategic role of employee communication; assessing employee communication effectiveness; establishing effective internal communication; using missions and visions to strengthen internal communication; ensuring effective mission and vision; and designing and implementing effective change communication


1. RECOGNIZING THE STRATEGIC ROLE OF EMPLOYEE COMMUNICATION

The strategic role of employee communication were identified in the chapter to include; educating employees on company vision and strategic goals as well as motivating employees to support the company strategy. It was identified that communication is capable of encouraging employees towards higher performance and limits misunderstanding and rumours that may damage productivity in a company.

2. ASSESSING EMPLOYEE COMMUNICATION EFFECTIVENESS

It was identified that factors exist which could limit employee communication effectiveness. To resolve the factors, there would be need to identify the communication problem; pinpoint areas for improvement; close all communication gaps; and establish an effective internal communication approach.


3. ESTABLISHING EFFECTIVE INTERNAL COMMUNICATION

To establish an effective internal communication in an organization, a simple analytical model was used which composed of five strategies namely supportive management, targeted message, effective media/forum, well positioned staff and on-going assessment.

a. Supportive Management. This implies that management should model the communication behavior they expect and should support it and encourage others to follow the model. Management should include communication as part of management review and appraisal and be willing to accept good and bad news without penalties.

b. Targeted Message. Management should communicate relevant messages, which must be clear and understandable.

c. Effective Media/Forum. Management should analyze the various media through which employees could be reached which include meetings, text, memo, mail, notice board and newsletters. Communication cost should be computed after which the best media to reach all employees will be chosen.

d. Well Positioned Staff. For effective internal communication, communication professionals should be hired by organizations. Communication professionals should be elevated and recognized. They should be present during deliberations and aware of decision making. They should be given high management positions in the organization for respectability and followership.

e. On-going Assessment. Management should include communication as part of employee evaluation.

4. USING MISSIONS AND VISIONS TO STRENGTHEN INTERNAL COMMUNICATION
The chapter explained the need to understand the importance of mission and vision in strengthening internal communication. The importance were enumerated to include inspiring individual action, determining behavior and fueling motivation; establishing firm foundation of goals and standards for corporate planners. Others include providing direction for everyone; and satisfying company need for efficiency and employee need for group identity.

Missions and Visions were defined in the Chapter and their characteristics were stated. Mission was defined as a statement of the reason why a company exist. It is usually intended for internal use. A mission is the basic business purpose and should establish a simple noble purpose and enduring reality. On the other hand, a vision was seen as establishing the company’s aspiration which is achievable within a reasonable time frame. While mission can be seen to be here and now, vision is entirely in the future.

5. ENSURING EFFECTIVE MISSION AND VISION

The characteristics of mission and vision was highlighted as well as the process of building an effective mission and vision. The characteristics of mission are that it must be clear and makes sense in the market place; it must be inspirational and suggest excellence; it must be stable but flexile for minor changes, and it must empower both employees and customers. A vision on the other hand must have goals and provide direction; it must be prepared for the future and must be applicable to the company. It must also be actionable.

The process of building an effective mission and vision were stated to be three which include CEO Developed. CEO developed is common in hierarchical structured organization; Leader – Senior Team developed which is applicable in team based organization, and Bottom-up Visioning which is prevalent in small organization.

The steps towards building an effective mission and vision most evolve from leaders. They are developed by leaders. Leaders are to ask for inputs from employees before having a final mission and vision statement. The overall procedure will involve creating initial draft; clarifying the meaning of the statements amongst employees; telling the world about what you are and what you want to become in a concise words. Others include developing strategies to make the vision very specific and actionable and continually testing the mission and vision through evaluation in the market place.

6. DESIGNING AND IMPLEMENTING EFFECTIVE CHANGE COMMUNICATION

It was recognize that organization change will be impossible without effective communication. It recognizes human and employees to be the barriers to change. It proposed effective communication with employees before, during after major change program as key to a successful change programme.

The chapter analyzed the procedure and scope for a change communication program. The procedures include determining the effectiveness of existing internal communication practice; taking stock of current communication practices in organizations and making improvement where necessary. The scope were identified by asking probing questions such as: Is the change a major change? Is it company wide or specific to a business unit? How many employees are involved? The response to the questions will unveil the extent of change required and the communication strategy to be adopted.

A three-phased communication plan was adopted in evaluating the structuring of a communication program for major change. They include determining change communication strategy and plan; launching the change communication and ensuring understanding by all; as well as monitoring results through feedbacks and making adjustments.


Group Opinion
We were of the opinion that several lessons were learnt in the Chapter 9 which will assist in internal communication as well as evolving a strategic mission and vision statements in our place of work.


We have also been equipped with the relevant skills to effect meaningful change programs in our organization.

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CHAPTER 10
LEADING THROUGH EFECTIVE EXTERNAL RELATIONS

The objectives of this chapter are;

1. To develop an external relation strategy

2. To build and maintain a positive corporate image

3. To work with the news media.

4. To handle crisis communication

This chapter provides guidelines to help manage external relations in day –to-day encounter and in crisis situations so that the company

Project a positive image.

DEVELOPING AN EXTERNAL RELATION STRATEGY

Effective external relations require a sound communication strategy. The step to developing a strategy includes:

1. Clarify your purpose and strategic objectives

2. Identify your major audiences or stakeholders

3. Create, refine, and test your major message.

4. Select, limit, and coach your spokespersons.

5. Establish the most effective media or forum

6. Determine the best timing.

7. Monitor result.


1.) Clarify your Purpose and Strategic Objectives

A company must have a strategy for all of its external relations activities: managing the press and media, establishing relationships with the financial analysts or investor groups, and creating and distributing all publications that touch stakeholders.

2.) Identify major audiences or stakeholders

A company’s external stakeholders consist of any persons, groups, or organization outside of the company that may be affected by the company’s activities or influence by its message and image. Among the stakeholders are: media, community, customers, investor, analyst, board, partners, distributors, suppliers\Vendors, and trade associations. The list should include anyone even remotely touched by the company’s products and services.


3.) Create, refine and test your major messages

Messages meant for external audiences are far more vulnerable to interference, interruptions, and barriers than messages to internal audiences. Many external audiences will be only weakly motivated to attend to your messages, and they will often be ignorant of much of the knowledge you can assume for your internal audiences. For example, while you may be able to assume that an internal audience will know the jargons of your industry, you cannot assume that outsiders will. You must ensure that all of your external messages conform to the following criteria: honesty, clarity, consistency, meaningful.

4.) Select, limit, and coach your spokesperson

Selecting the right spokesperson(s) to deliver external messages can be almost as critical as the messages themselves. Three major rules apply to selecting spokespersons: (a) they must be at the right level for the problem, (b) they must project a positive ethos, and (c) they should have received media training. The rank of the person delivering the message is as important as the message, if a low ranking office deliver the massage it could signal that the company does not view the issue being discussed as important enough.

5.) Establishing the most effective media or forum

Deciding on the most effective media or forum to ensure reaching the identified stakeholders is yet another critical component of external relations. A company will often use several different media to reach external audiences, depending on the important and magnitude of the communication event. Some of the medium includes: press conferences, press release, fact sheets, press or media kits, hotlines, websites, tombstone or advertising statements, and analyst briefings.

6.) Determining the best thing

Depending on the context, the timing of an external message can be critical, you must ask yourself what is going on around your communication event that will influence how your audience receives your message.

7.) Monitoring the result

Measuring the impact of your message on your constituencies is important, but it can also be difficult, expensive, and time-consuming.

Building and Maintaining a Positive Corporate Image

Reputation affects the bottom line, and even the strongest companies will have difficulty surviving damage to their reputations. Leaders of organizations must give high priority to establishing and maintaining a positive corporate image. Some of the medium that can be used in building corporate image includes: media relations, corporate public relations, government relations, and investors relations.

Working with the Media

The mistakes that tarnish a company’s reputation are most often uncovered and publicized by the news media. To increase chances for favourable treatment, it is important for a company to establish a positive relationship with the media and for every senior manager to know hoe to work effectively with them. The following should be considered before a company decides to talk to them:

 Understanding the media’s role and importance

 Deciding when to talk to the media

 Preparing for and delivering a media interview

Handling Crisis Communication

At one time or another, most companies will face a crisis. A situation requiring crisis communication involves a specific, unexpected and non-routine event or series of events that create high levels of uncertainty and threaten or are perceived to threaten an organization’s high priority goals. The following guidelines will help companies respond appropriately in most situations. They include: develop a general crisis communication plan, respond quickly to crisis once it occurs, the right people ready to respond and they will respond with the same message, put yourself in the shoes of your audience, do not overlook the value of the web, revisit your crisis communication plan frequently, build away to monitor the coverage, and perform a post crisis evaluation.

COMMENTS

Perception is becoming important these days because outsiders (external audience) will relate to an organization based on their perception. This chapter worth studying and it impart more knowledge to me.

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