SHOW HIGHLIGHTS

- The three golden rules of communication are:

1. Everything communicates, even not communicating is communicating
2. Know your audience. Know what motivates them and how they like to get their communication
3. Engage the power of storytelling

- Communication goes wrong when there is a misalignment between the tactics used to communicate the objective of the communication. Avoid going straight to the tactic of communication and think about it more strategically.

- People need to know what you want them to know, feel, and do.

- We can communicate internally to an organization, but we need to be prepared for that information to eventually go public.

- During critical incident communications leaders should:

• Tell the truth
• Be forthcoming
• If they don’t have the answer, it’s okay to say they don’t know but you are working to get the answer
• Ensure they are communicating with their own people so they know what the organization’s response is and that they are being taken care of
• Be prepared beforehand, do drills, have a core crisis communication group that includes the CEO, and have a plan
• Just do the right thing

Prior to his training, coaching, and consulting work, Gary led communications departments at CDW, Hyatt Hotels, and Fortune Brands. Before joining the corporate communications profession, he worked as a reporter and anchor for WCBD-TV in Charleston, SC, where he was nominated for an Emmy Award in investigative journalism, traveled overseas with the U.S. military, and reported from the eye of Category Four Hurricane Hugo.

To learn more about Gary Ross and Inside Comms, please visit https://www.insidecomms.com/ and for the 11 E-learning courses referenced in this episode, visit https://www.plus.insidecomms.com

Connect with Gary on LinkedIn at https://www.linkedin.com/in/garymross/

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