BGN Entrepreneur

Never Try to Bluff Out a Crisis as the Reputation is a very fickle friend of a business. The Japanese say that the work of a thousand years can be undone in one unwise hour, and it is true.
Business people are often worried about being perceived to have made a mistake, or not be right all the time. It can be seen in business all the time that a boss receives a complaint, or asked a question about what they’ve done, and their first instinct is to bluff, be defensive, deny knowledge, and face it down. That is always a mistake. If someone has a grievance, or think you are not being straight, denials will only make them more determined, and you’ll find yourself three months down the line caught out on both counts, the original mistake, plus dishonesty, which is far more damaging. It is just not worth doing.
Here is an easy guide for crisis management:
1. You can’t make something go away by denying it. Be honest, even if honest means “I don’t know, let me find out.”
2. Treat staff as the core disseminators of your values. Your first PR task is with them.
3. Make decisions, and then back them up.
Lead, be honest and take care of people and you might never need a crisis manager.

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