The Leading in a Crisis Podcast
Interviews, stories and lessons learned from experienced crisis leaders. The podcast explores effective leadership in corporate or public crisis situations, drawing on real-world experiences from those who have lived through major crisis events. Host Tom Mueller, a veteran crisis manager and trainer, and co-host Marc Mullen provide insights into crisis communication, response, and recovery. The show aims to equip listeners with knowledge and skills for handling crises.
Episodes
EP87 Prioritizing video and social media - Orange County incident comms, Part 3
Send us Fan MailWhen tens of thousands of people have to leave home over a chemical incident, the hardest part isn’t just operations, it’s keeping the public confidently informed while the story explodes across the news. We pick up our conversation with Greg Barta, Public Information Officer for Orange County Fire Authority, on what actually works when the phones won’t stop ringing and every word
EP86 Orange County black swan incident with PIO Greg Barta, Part 2
Send us Fan MailWhen a chemical incident triggers the evacuation of tens of thousands of residents, communications stops being a “nice to have” and becomes operational. We’re back with Greg Barta, Public Information Officer for the Orange County Fire Authority, to dig into the nuts and bolts of crisis communication that most people never see: where to stage a press conference, how to set the tone,
EP85 Orange County Fire PIO shares stories from mass evacuation incident, Part 1
Send us Fan MailImagine being PIO for an incident that includes the evacuation of 50,000 local residents and and a real threat of major explosion or chemical release that could cause massive damage to homes and businesses. That' black swan scenario is what PIO Greg Barta was facing with his team at Orange County Fire Authority this past Memorial Day weekend when a runaway chemical reaction th
EP84 Using AI to prepare for crisis, with Clearline Crisis
Send us Fan MailMost companies don’t fail a crisis because they lack smart people. They fail because the “plan” is a dusty document, the spokesperson is untested, and the first real coordination happens at 11:30 on a Sunday night. We sit down with Mitch Cohen, founder of ClearLine Crisis and a 25-year crisis communications veteran, to talk about what it takes to build real readiness before reputat
EP83 Volunteer Turns Chaos Into Clarity With A Community Crisis Website
Send us Fan MailFifty thousand people evacuate, rumors fly, and the search for the latest information becomes frantic. During the Memorial Day weekend chemical incident in Orange County, California, residents in Garden Grove and Anaheim needed more than breaking news; they needed clear, trusted, practical directions they could use immediately. Enter Victor Tran, a 27-year-old web designer and soft
EP82 A Journalist's View - high stakes chemical leak and evacuation in Orange County, CA
Send us Fan MailOn this episode, we continue our review of the high-stakes incident and evacuation in Orange County, CA over the Memorial Day holiday weekend. Some 50,000 residents were forced to flee their homes as a runaway thermal reaction built pressure and risk inside a local manufacturing facility.We're joined by journalist Alexandra Datig, who covers news issues in Southern California,
EP81 Hot take: Orange County chemical incident - crisis communications review
Send us Fan MailA storage tank starts heating up, pressure builds, and suddenly Orange County is staring down a worst-case scenario: a thermal runaway that could end in a catastrophic explosion or a dangerous vapor release. Over Memorial Day weekend, that risk forces rapidly changing evacuation decisions, including a massive evacuation affecting about 50,000 people in Garden Grove and Anaheim. We
EP80 Dude! Where's my stuff? Managing Iran war supply chain disruptions
Send us Fan MailAs impacts from the war with Iran become more evident around the world, and more serious, we dive into how one highly experienced supply chain manager is managing the disruption. Hint, planning is key, but existing relationships (or lack thereof) with suppliers can play a significant role in your response.Jeff Zudock, a veteran of ExxonMobil and an expert in supply chain management
Supply chain disruption: leadership insights from XOM alum Jeff Zudock
Send us Fan MailSupply chain disruptions, like those we're seeing now around energy supplies from the Persian Gulf, can cause long-term business and profitability impacts. Leadership skills in those tense situations can make or break a company's response to these unforeseen events. Jeff Zudock, a 35-year veteran of ExxonMobil and an expert in commercial and supply chain management, joins
EP79 The Great Kitkat Heist - using memes in a crisis, with Natalee Gibson
Send us Fan MailTwelve tons of Kit Kat bars get stolen, and suddenly the internet is doing what it does best: turning a real-world incident into a meme factory. We dig into why that kind of viral corporate humor can be a smart PR play in the right context, and why it can also become reputation roulette when the facts change. I’m joined by Natalie Gibson, founder and CEO of Songue PR, to talk about
EP78 Crisis Comms at NASA, part 4: Crisis Exercises, the media landscape and deepfakes
Send us Fan MailA deepfake can hit your audience before your first internal briefing ends and the most “engaging” version of events is often the least true. That’s the reality we dig into with James Hartsfield, former director of communications at NASA’s Johnson Space Center, as we unpack what it takes to lead crisis communications in a changing media environment.We start with the foundation: prac
EP77 Crisis Comms at NASA, part 3: The Columbia response and investigation
Send us Fan MailA shuttle breaks apart on re-entry, the world demands answers, and the people closest to the story have to decide what transparency actually looks like when an investigation is just getting started. We pick back up with James Hartsfield, former director of communications for NASA’s Johnson Space Center, to talk through what happened after Columbia’s first, intense week of press bri
EP76 Crisis comms at NASA, part 2: Challenger vs. Columbia crisis responses
Send us Fan MailColumbia didn’t arrive when it was supposed to, and the whole world felt the silence. We sit down again with James Hartsfield, recently retired as director of communications at NASA’s Johnson Space Center, to walk through the most difficult minutes and hours after the Space Shuttle Columbia disaster and what crisis leadership looks like when every word carries consequence.He also l
EP75 When things go wrong in space - crisis comms at NASA, part 1
Send us Fan MailThe most frightening part of a space flight crisis is how fast it rewrites reality. One minute the plan is a routine landing and a little live education for viewers. The next, you’re choosing words that millions will remember forever.We sit down with James Hartsfield, a veteran NASA communications leader from Johnson Space Center, to talk about what it really means to be the voice
From the archive: Bombing at the Ariana Grande concert in England - lessons learned from the police response
Send us Fan MailOn today's episode we're revisiting the story of the terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and injuring hundreds more. The Islamic State claimed responsibility for the attack.Our guest today, Amanda Coleman, served as
EP74 Managing social media in a crisis and building a capable team, with Lee Caraher
Send us Fan MailOne rushed reply can turn a small complaint into a full-blown brand reputation crisis, and social media makes that mistake painfully easy. We sit down with Lee Caraher, president of DoubleForte PR and author of two management books, to talk about what crisis communication really demands from leaders and teams when the pressure hits.We dig into social media crisis management, includ
EP73 Hot take on Air Canada plane crash communications, with Lee Caraher
Send us Fan MailA late-night plane crash is tragic on its own, but it also triggers a second crisis that unfolds at the speed of phones, headlines, and social feeds. We step through the early communications around the Air Canada Express crash at LaGuardia Airport involving a Jazz Aviation-operated flight, looking at what the public saw, what stakeholders needed, and where the response gained or lo
EP72 The Stryker cyber attack and executive readiness, with Susan D. Nelson
Send us Fan MailYour crisis plan looks great on paper until the day you can’t use email, chat, or even your own devices. That’s where this conversation goes: into the messy, human reality of executive communication when the normal playbook disappears. I’m joined by Texas-based executive coach Susan D. Nelson to unpack what leaders actually need to stay credible and calm, and why the biggest threat
EP71 Reporter turned public affairs pro - stories over a career in oil and gas, with Ruth Rendon
Send us Fan MailAlarms don’t announce themselves politely. They scream into your day and force you to decide who speaks, what’s true, and how to steady a room full of worried people. That’s where Ruth Rendon has spent her career—first as a Houston Chronicle reporter, then as a corporate communications leader at bp, Marathon Petroleum, and SABIC—bringing order to messy moments with clear words and
EP70 How Crisis Leadership Shaped A Black Swan Sci-Fi Trilogy
Send us Fan MailSirens fade, but the lessons shouldn’t. On this episode, we sit down with Helen Hynson Vettori—former paramedic, federal emergency planner, and now the mind behind the Black Swan thriller series—to explore how real-world crises become page-turning stories that sharpen leadership and preparedness. From street-side triage to cross-agency strategy, Helen shows why decisive action at t
EP69 Dealing with rage farming and manufactured outrage, with Phil Borremans
Send us Fan MailOutrage online isn’t always organic—and when it’s engineered, it can hit hard. We sit down with crisis and risk consultant Phil Borremans to expose the mechanics of rage farming: coordinated attacks that use psychology, algorithms, and incentives to inflame audiences, distort brand updates, and turn a minor moment into a market-moving storm. From bots and fake accounts to “coordina
EP68 What the pros are saying about deepfakes, AI integration, and the trust deficit, with Phil Borremans
Send us Fan MailIn this episode, Philippe Borremans joins the podcast to explore key crisis preparedness and response strategies, including the growing challenges of deepfake videos, the widening trust deficit, and persistent capability gaps in the crisis comms field. Phil shares key findings from his latest annual survey of over 100 crisis communications professionals — revealing results that are
EP67 Adding AI to your crisis strategy with Albie.ai
Send us Fan MailImagine walking into a crisis room with a complete first-draft playbook—roles, spans of control, holding lines, and a 48-hour plan—ready in minutes. That’s the promise we explore with Chris Hamilton and Peter Heneghan, veterans of 10 Downing Street, BP, and AstraZeneca, and now the co-founders of Albie.ai. Their take isn’t hype: it’s a grounded, human-first approach to using AI as
EP66 Tools for preparing and leading in a crisis, with author Michele Ehrhart
Send us Fan MailCrises don’t wait for perfect plans, which is why Michelle Ehrhart’s mantra—practice makes permanent—hits so hard. Michelle, former VP of global communications at FedEx and now CMO at the University of Memphis, joins us to share the field‑tested playbook behind her new book, Crisis Compass. Tom and Michele share stories from their experiences and dig into the habits that turn panic
EP65 Quick take - UPS plane crash in Louisville, KY, with guest Michele Ehrhart
Send us Fan MailA deadly crash at UPS’s Louisville hub put crisis leadership under a microscope—and the first 24 hours told a powerful story about timing, empathy, and restraint. We invited Michele Ehrhart, former VP of Global Communications at FedEx and author of Crisis Compass, to unpack how the early communications played out in this heartbreaking incident. We walk through the initial statement
EP 64 The Mormon church attack - using press conferences to build trust, reassure communities
Send us Fan MailThe first words after a mass casualty event can steady a community—or shake it further. We break down the opening press conferences following the Grand Blanc, Michigan church attack to show how leaders earn trust when stakes are highest: the county supervisor’s grounded empathy, a police chief balancing hard facts with community care, a seasoned Michigan State Police PIO orchestrat
EP 63 Erica Kirk's Grace Under Fire
Send us Fan MailCharlie Kirk built his reputation through campus debates, setting up tents where he'd engage students with his signature challenge: "prove me wrong." When a sniper's bullet ended his life at a Utah university, it threatened to become another flashpoint in America's increasingly volatile political landscape. Instead, something remarkable happened.Just days a
EP 62 Tracy Nolan VP at Humana shares her experience with crisis and developing new leaders
Send us Fan MailWhat does it take to lead through chaos? Tracy Nolan knows firsthand. This remarkable Fortune 100 executive has repeatedly stepped into roles most would consider overwhelming - from transforming struggling retail operations to merging telecom giants during a global pandemic. She also likes to solve puzzles.Tracy's journey from retail buyer to telecom executive to healthcare le
EP 61 Building Brand Resilience Before Crisis Hits, with Tiffany Muehlbauer
Send us Fan MailWhat happens when crisis hits your business and the only information people can find about you online is that negative event? In our conversation with communications expert Tiffany Muehlbauer, we dive deep into her innovative "Pool Theory" concept that's changing how organizations approach crisis preparation.The Pool Theory isn't about shouting louder when troub
EP 60 The Hidden Patterns Behind Effective Crisis Communications with Jeff Hahn
Send us Fan MailBehind every crisis response lies hidden patterns that determine success or failure. In this illuminating conversation, crisis communications expert Jeff Hahn pulls back the curtain on these patterns, sharing insights from his book "Breaking Bad News" and his decades of experience in the trenches of corporate crises.Drawing from his 15 years at Motorola handling everythin
EP 59 Which CEO did it better, Round 2 - the Air India plagiarizing scandal
Send us Fan MailWhen does crisis preparation cross the line into inauthentic communication? The recent Air India crash that claimed 270 lives sparked a fascinating controversy when their CEO's statement appeared virtually identical to American Airlines' earlier crisis statement.Crisis communications experts Tom Mueller, Mark Mullen, and guest Destin Singleton dive into this nuanced debat
EP 58 Kerrville, Texas July 4 flood - crisis communications review
Send us Fan MailA wall of water 40 feet high. Spotty cell service. A holiday weekend. These factors converged to create one of the deadliest flooding disasters in Texas history this July 4th weekend, claiming over 100 lives along the Guadalupe River, many of them young campers at Christian summer camps with century-old traditions.We take you inside the communications response, examining how commun
EP 57 Which CEO did it better - American Air or India Air?
Send us Fan MailWhen disaster strikes, every word matters. The recent Air India crash that claimed 270 lives has revealed a fascinating behind-the-scenes look at crisis communications - their CEO's statement was virtually identical to one previously delivered by American Airlines following their own tragic incident. This apparent copy-and-paste approach has ignited debate across social media,
EP 56 When The Power Grid Fails - The Art of Municipal Crisis Planning
Send us Fan MailWhat does it take to prepare a community for disaster? In this revealing conversation with municipal crisis planning expert Alicia Johnson, we explore the critical differences between organizational readiness and community resilience—and why both are essential when disaster strikes.Drawing from her 20+ years of experience in emergency management, Alicia shares how her journey began
EP 55 Frontline Decisions: How Wildfire Leaders Navigate Life and Death
Send us Fan MailLeadership under pressure doesn't get much more intense than directing wildland firefighting operations when lives hang in the balance. Kelly Martin, former Chief of Fire and Aviation for Yosemite National Park, brings us into the heart-stopping moments where leadership decisions mean the difference between safety and catastrophe.Drawing from decades on fire lines, Martin reco
EP 54 Earthquake Aftermath: Crisis Leadership in Christchurch
Send us Fan MailWhen a 6.3 magnitude earthquake struck Christchurch in February 2011, crisis manager Brendan Winder faced the ultimate test of leadership. The devastation was immense - 185 lives lost, 8,000 properties abandoned, and a city center that would need to be completely reimagined.Brendan takes us behind the scenes of the emergency response, revealing the split-second decisions that saved
EP 53 CEO risks: from podcasts to crisis response, with Janie Jordan
Send us Fan MailThe rise of long-form interviews has created a new challenge for executives trying to balance authenticity with strategic messaging. Communications expert Janie Jordan joins us to unpack why these seemingly relaxed conversations can actually be the most difficult media format to navigate successfully.We also examine the rapid evolution of crisis communications through recent airlin
EP 52 Are you crisis-ready in an age of influencers? With Janie Jordan
Send us Fan MailThe media landscape is undergoing a seismic shift, and crisis communications must evolve alongside it. Communications expert Janie Jordan joins us from Australia to explore how influencers and alternative media are reshaping political discourse and crisis management strategies.We dive into the Trump administration's controversial addition of influencers to White House press br
EP 51 Battling ISIS and the media when death touches a military team
Send us Fan MailJoin us for an engaging conversation with Katy O'Hara, a seasoned public information officer and firefighter, who shares her formidable experiences in crisis communications. With a background in both wildland firefighting and military service, Katie provides unique insights into the challenges faced in high-pressure situations. From her deployment in Afghanistan to her work on
EP 50 Wildfire Response: The Life of a Wildfire PIO
Send us Fan MailWildfires are not just a devastating force of nature; they are a crisis that tests the limits of communication and collaboration. In this episode, we engage with Katy O’Hara, a fire management specialist with a wealth of experience in crisis communication and public information. Katy sheds light on the challenges faced by public information officers during wildfire emergencies, esp
EP 49 The Role of Family Liaison Officers in Search and Rescue: Insights from Yosemite's Moose Mutlow
Send us Fan MailDiscover the critical role of the Family Liaison Officer in search and rescue operations with our guest, Moose Mutlow, a seasoned expert in the field. Moose sheds light on how this pivotal role serves as the communication lifeline between the incident commander and the families of missing persons, particularly in the challenging landscapes of Yosemite National Park. Through Moose&a
EP 48 Harnessing AI for Crisis Communication: a conversation with Philippe Borremans
Send us Fan MailDiscover how artificial intelligence is revolutionizing crisis communication management alongside our esteemed guest, Philippe Boremans. With his extensive experience in public relations, particularly in crisis and risk communication, Philippe unveils how AI tools like ChatGPT are reshaping the landscape. He shares invaluable insights on leveraging these technologies for efficient
EP 47 Tips for leveraging social media in a crisis: and analogue vs virtual command posts
Send us Fan MailDiscover the secrets of crisis management on social media with our special guest, Destin Singleton, a seasoned corporate communications expert. Recognized as one of the top 20 business management podcasts in Texas, we're thrilled to bring you Destin's insights on effectively navigating localized incidents. From discussing the merits of creating temporary local social medi
EP 46 Risks of hosting a high profile personality, and building challenging crisis exercises
Send us Fan MailDestin Singleton joins us on the Leading in a Crisis podcast to unravel the complex dynamics of hosting high-profile figures at your organization. Imagine receiving a call from the White House with just 72 hours to prepare for a presidential visit to your facility. Destin takes us behind the scenes of her tumultuous experience managing a last-minute presidential visit at an oil ref
EP 45 Spring cleaning your crisis plan - considerations and lessons learned
Send us Fan MailOn this episode Marc and Tom are joined again by Destin Singleton and we discuss the value - and surprises - that can come from a periodic refresh of your crisis plan. We call it spring cleaning. And a spruced up plan smells so much nicer, don't you think?Company reorganizations, personnel changes in your team or in other departments can all impact your crisis plans. New peopl
EP 44 American Airlines plane collision at Reagan National Airport - review of initial communications response
Send us Fan MailOn January 29, an American Airlines commuter plane collided with an Army Blackhawk helicopter near Reagan National Airport. All aboard both aircraft were killed, in what is our nation's worst airline incident in 11 years. How did American Airlines manage early communications around this horrific incident, a worst case scenario for any airline? We walk through the company'
EP 43 PTSD after a major incident response - part 2
Send us Fan MailIn part 2 of our conversation about PTSD in the crisis management realm, we continue our conversation with Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley. Sara shares tips for avoiding PTSD and other mental health issues when living and working in highly stressful situations.Support the showWe'd love to hear from you. Email the show at
EP 42 Dealing with PTSD after a major crisis response, with Sara McKeown White
Send us Fan MailPTSD or post traumatic stress disorder is most often associated with combat veterans returning home after a lengthy, risk-filled deployment in battlefield conditions. But PTSD can also affect team members who deploy out to a major crisis incident response. They are often dealing with situations that threaten people and communities, where emotions are running high and responder stre
EP 41 Why surge capacity matters in a crisis - the Centerpoint Energy Houston story
Send us Fan MailOne of the key tenets of crisis planning is having a surge capacity that allows you to scale up your available resources when a crisis strikes. Most companies struggle with this over time, as it can be costly to keep a PR firm or other resources on retainer. Budget cycles make this expense hard to justify, especially if your firm hasn't suffered a major crisis.In this episode
EP 40 Ariana Grande concert bombing part 2: crisis response at the Manchester Arena with Amanda Coleman
Send us Fan MailHow do you keep your team going when every second counts and the stakes couldn't be higher? Join us as Amanda Coleman, a press officer with the Greater Manchester Police at the time the incident occurred, shares her gripping experience managing the aftermath of the Manchester Arena terrorist attack. Amanda opens up about the initial misjudgment of staffing needs, the rapid bur
EP 39 Bombing at the Ariana Grande concert in England, part 1: navigating the police response and incident communications with Amanda Coleman
Send us Fan MailOn today's episode we take you back to a terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and injuring hundreds more. The Islamic State claimed responsibility for the attack. Our guest today, Amanda Coleman, served as the lead press
EP 38 Lahaina wildfire response - part 2 of our conversation with Michael Brogan
Send us Fan MailEver wondered how coordinated disaster response efforts come together in the face of devastating wildfires? Join us on this week's Leading in a Crisis as we sit down with Michael, who has firsthand experience on the ground during the Lahaina wildfires in Hawaii. Discover the intricate role the US Army Corps of Engineers played in uniting federal, state, and local agencies, and
EP 37 Listen to the elders - mass casualties and lessons learned from the Lahaina wildfire with Michael Brogan
Send us Fan MailHow does one navigate the chaos of a natural disaster while ensuring cultural respect and effective communication? Join us as we dive into the compelling and heart-wrenching story of the Lahaina wildfire in Hawaii through the eyes of Michael Brogan, a seasoned public affairs expert. He recounts the sheer devastation he witnessed in Lahaina and the complex, multi-agency recovery eff
EP 36 Artificial Intelligence for crisis planning and support: Entrepreneur Justin Snair and Preppr.ai
Send us Fan MailCan AI really revolutionize crisis management? Today, we're joined by Justin Snair, the brilliant mind behind Preppr.ai, to discuss how artificial intelligence is transforming the landscape of emergency preparedness. From his roots in the Marine Corps to his innovative work with under-resourced organizations, Justin shares his unique journey and insights on making planning and
EP 35 Leading in a crisis - lessons and advice from a first time PIO and Deputy (Part 2)
Send us Fan MailOn this episode, we continue our conversation with Will Fitzgerald and Celina Cardenas from Occidental Petroleum recounting their first time serving in leadership roles for a major crisis exercise. Ever wondered how leaders maintain composure and maneuver through the chaos of a crisis? That's exactly what we uncover with Will and Celina as they recount their experiences at th
EP 34 Inside Occidental Petroleum's Gulf of Mexico Oil Spill Drill with Will Fitzgerald and Celina Cardenas
Send us Fan MailOn this episode, two first time leaders in a major oil spill response drill share their experiences, thoughts, and insights into leading during a major crisis. Occidental Petroleum tapped Will Fitzgerald and Celina Cardenas to serve as public information officer and deputy PIO for a recent drill, giving them their first taste of leading the team in a crisis. They recount for us the
EP 33 John Breed on counseling CEOs and leading in a crisis
Send us Fan MailUnlock the secrets of crisis leadership with the wisdom of corporate communication maestro, John Breed, manager of community and external affairs at ChampionX. We think John wins the award for working with most CEOs in a career, and he shares some of his tips for managing those relationships, particularly in a crisis. Our conversation traverses the essential traits that make or br
EP 32 Mastering Crisis Leadership with Incident Commander Dan Smiley
Send us Fan MailEmergency situations don't come with a playbook, but when they strike, it's leaders like incident commander Dan Smiley who orchestrate the chaos into coherence. In our latest episode, Dan reveals the behind-the-scenes drama when multiple agencies, such as the EPA and Coast Guard, must unite under the banner of Unified Command. He gives a gripping account of a vessel groun
EP 31 Incorporating Artificial Intelligence into a crisis response, with Dan Smiley
Send us Fan MailPrepare to navigate the stormy seas of crisis management as we welcome the unparalleled expertise of Dan Smiley, whose storied career has taken him from the decks of the Coast Guard to the forefront of oil spill response. Now, as a consultant and podcast voice on crisis leadership, Dan steps aboard our show to chart the integration of AI into the realm of incident command. With ane
EP 30 Baltimore Bridge Collapse: Review of the Communications Response
Send us Fan MailOn this episode, Tom and Marc review the communications coming out from the various parties involved in the Francis Scott Key Bridge collapse in Baltimore.This is a complex response involving numerous federal, state, and local agencies, with communications coming from several different groups. Tom and Marc parse through the communications and offer insights for crisis communicators
EP29 Silly season in America: protecting your brand during the presidential election
Send us Fan MailSteer clear of the political quagmire and keep your brand afloat during election season! Join host Tom Mueller and guest Kathy Leach from Brand Insights as we traverse the complex terrain of brand risk management amidst the uproar of political campaigns. Discover essential strategies for maintaining your company's integrity without becoming collateral damage in political warfa
EP 28 Risk Communication vs. crisis communication - say what? With Ann Hayward Walker
Send us Fan MailJoin us for an engaging conversation around risk communication - not the same as crisis communication - with Ann Hayward Walker, a seasoned scientific advisor who has worked major incidents including Deepwater Horizon and Exxon Valdez. Ann has spent many years exploring how people process perceived risk and how an incident management team can effectively communicate around risk iss
EP 27 Forging Unshakeable Trust: The Role of Community Advisory Panels in Crisis Management with Marysue Knowles
Send us Fan MailUnlock the secrets to building unshakeable trust between companies and communities with our expert guest, Mary Sue Knowles. With over two decades of expertise, Mary Sue unravels the significance of community advisory panels (CAPs) for effective crisis management and the cultivation of long-term relationships. This episode is a goldmine for anyone looking to understand the sheer pow
EP 26 Driving engagement (and adrenaline) using live social media simulations for crisis training, with Geoff Paddock
Send us Fan MailOn this episode, we discuss the value of using live, interactive social media simulation for a realistic experience during crisis training exercises. We're joined by Geoff Paddock, a journalist-turned-communications expert based in the UK, who brings a wealth of experience in the nuclear and chemical sectors. With Geoff we dissect how digital crisis simulations provide an unp
EP 25 Crisis response for nonprofits - Part 2 with Randy Sumner
Send us Fan MailCrisis strikes without warning, and the mettle of non-profits is tested in the heat of the moment. This is part 2 of our sit down with Randy Sumner, the seasoned crisis management expert with a wealth of experience from his days as a television news journalist to his current role as an executive coach and crisis trainer at WPNT Communications. We dissect the critical strategies tha
EP 24 Crisis response for nonprofits - when trust is on the line, with Randy Sumner
Send us Fan MailDiscover the crucial elements of crisis management for nonprofits as Randy Sumner of WPNT Communications joins us to unravel the complexities these organizations encounter during turbulent times. Our enlightening discussion ventures into the necessity of meticulous preparation and the adoption of transparent practices to safeguard public trust and ensure financial vitality. Randy,
EP 23 Reviewing crisis communications around Alaska Airlines in-flight emergency Part 2
Send us Fan MailJoin the conversation with Tom Mueller and Mark Mullen as we dissect the high-stakes world of crisis management, offering a rare glimpse into Boeing's strategic playbook during the Alaska Airlines incident. Through the lens of crisis communication experts, we unravel the complexities of swift, competing responses amidst public scrutiny and the 'fog of war' that often
EP 22 Case study: Alaska Airlines and Boeing response to the door plug incident
Send us Fan MailThis week Marc and Tom review a case study Tom prepared around the recent Alaska Airlines in-flight emergency involving a suddenly missing door plug on the aircraft.Tom pulled together a case study around early phase crisis communications and he and Marc review and discuss how the three companies involved communicated to their stakeholders and customers in the first hours and days
EP 21 Ambassador Lewis Lucke Part 2: The Challenges of International Disaster Management
Send us Fan MailWe continue our conversation with retired US Ambassador Lewis Lucke around his experiences managing huge crisis responses in Iraq and Haiti. Find the ambassador's entertaining memoir of his career as a foreign service officer, Duck And Cover, Improbable Tales from a Career in Foreign Service, on Amazon here.Support the showWe'd love to hear from you. Email the show at To
EP 20 Behind the Scenes of International Disaster Response with US Ambassador Lewis Lucke
Send us Fan MailWe're privileged to have an engaging conversation with retired US Ambassador Lewis Lucke. Now, he's not just any ambassador. This man is a seasoned crisis leader who has been at the helm of some of the most challenging situations around the world. From the reconstruction of Iraq to the 2010 Haiti earthquake, Ambassador Lucke was right there, making decisions that impacted
EP19 Supply chain disruption during Covid - a case study with XOM alum Jeff Zudock
Send us Fan MailAre you prepared to navigate a supply chain crisis? Will you crack under the pressure, or will you lead like a seasoned captain navigating through a storm? Join us as we share the mic with Jeff Zudock, a supply chain maestro with three decades of experience under his belt at ExxonMobil, now retired. Jeff gives us a riveting account of managing a supply chain crisis when COVID-induc
EP18 Supply chain disruptions: leadership insights from XOM alum Jeff Zudock
Send us Fan MailOn today's episode we talk about managing a crisis in the form of a unique supply chain disruption and the leadership skills required to deliver fast and effective solutions. Our guest is Jeff Zudock, a 35-year veteran of ExxonMobil and an expert in commercial and supply chain management. The stakes are high when raw materials go in short supply, and quick action is needed to
EP17 Leading a retail giant through the pandemic crisis, with Polly Flinn
Send us Fan MailImagine steering a colossal retail business, like the family-owned Giant Eagle, through the stormy seas of a global pandemic. Our guest, the remarkable Polly Flinn, takes us on that voyage. With her at the helm, they navigated treacherous waters by staying in tune with their customers, using real-time data from weekly polls. That data helped the team adjust their store and pharmacy
EP16 Business in crisis: when an acquisition goes awry, with Polly Flinn
Send us Fan MailWhen a company buys another firm, the expectation is for profits and revenues to increase. But what if the opposite occurs? This is what happened after energy giant bp acquired Castrol, the global leader in premium lubricants products. This is a story of a business crisis and how a new management team turned it around.Our guest, Polly Flinn is a highly experienced chief marketin
EP 14 What would you do if asked to lie to the media? Also, dealing with disingenuous politicians and feeding the media beast - with Adam Wine
Send us Fan MailIn this episode, we continue our conversation with Adam Wine, a 30-year veteran of the US Coast Guard. Adam discusses the frustration of being on the response team when politics get in the way and politicians seeking the spotlight lie to the public. We talk about our experiences working the Deepwater Horizon oil spill response and our frustrations as PIOs dealing with disingenuo
EP 13 When leadership fails - the consequences and workarounds; community meeting formats and guidance; winning over the local community - with Adam Wine
Send us Fan MailToday we share exploits from the front lines of crisis response with Adam Wine, a seasoned crisis professional with over three decades of experience in the US Coast Guard.Adam has worked with many incident commanders and other leaders, and he shares some stories about leadership failure, the consequences of bad decisions during a response, and lessons we can learn from those situat
EP 15 Teamwork between PIO and Liaison; the perils of releasing info to politicians; coaching writing skills in a JIC; dealing with an underperforming team member; characteristics of a good PIO - with Adam Wine
Send us Fan MailIn this episode, we continue our conversation with Adam Wine, a 30-year veteran of the US Coast Guard. We cover a lot of interesting topics in this discussion, including:the relationship between PIO and Liaison Officer during a response; the downside of releasing information to politicians in advance of a press briefing;how to manage a team member who isn't pulling their weig
EP12 The role of research and third party voices in recovering a brand in crisis; Part 2 of our conversation with Kathy Leech.
Send us Fan MailIn part 2 of our conversation with brand and marketing expert Kathy Leech, we discuss the role research can play in helping reposition a damaged brand. She conducted extensive polling and focus group research during the Deepwater Horizon oil spill in 2010 and discusses the value added from this kind of data. We also probe deeper into the art of managing third-party contractors, the
EP11 Rebuilding a brand after a crisis: navigating the minefield with brand and marketing expert Kathy Leech.
Send us Fan MailHistory is rife with examples of companies that have suffered major crises. But how do you recover your brand in the aftermath of a major incident or reputation issue? Does advertising work? Should you apologize? How do you gain insight into public perception of your brand?We discuss all of these issues with the brilliant Kathy Leech, an accomplished brand and marketing expert. Kat
EP 10 Networking to maintain a deep personnel roster, with Lynne Miller
Send us Fan MailToday we're joined by Lynne Miller, former public information officer and regional communications manager for King County, Washington. Lynn is a seasoned professional with over 35 years of experience in the field of crisis communication and emergency response. In this intriguing conversation, Lynn shares her best practices for developing and maintaining a pool of potential res
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The No BS Spiritual Book Club with Sandie Sedgbeer
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