Maintaining credibility when one’s business or industry is under fire can be difficult.
Here are a few tips:
- Learn what you can about what happened from reliable sources. Stick to the facts.
- Acknowledge to your team what errors you know to be true. Decide upon how to present the facts as you know them.
- Openly acknowledge the causes of errors and develop a plan for addressing them if they are in your area.
- Express concern for how employees and customers must feel.
- Focus on remaining consistent with the values and actions that have generated trust in the past. Be realistic.
- Get feedback from others about how your business and you are perceived.
- Guess or speculate about a situation. It may fuel rumors and fear.
- Wait to address misinformation.
- Ignore how others may be feeling.
- Believe that you don’t need to spend time on a problem because the root cause is beyond your control.
Obviously, routinely building one’s accounts provides more credibility over time than practicing these actions only when there is a crisis. Credibility is a highly valued currency and a particularly important skill for leaders to have in today’s complex business environment. It is a skill that can be learned and honed and can serve organizations through good times and bad. Continue your journey towards a better you!