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The Inside Story.  What Internal Communicators in every organization need to know:  tools, resources, how-to's, issues, strategies, and plans.  Find me on Twitter @kzinke
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Scooped by Kim Zinke (aka Gimli Goose)
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Correcting Leadership Communication Mishaps | Entrepreneur

Correcting Leadership Communication Mishaps | Entrepreneur | Internal Communications Tools | Scoop.it
From www.entrepreneur.com - June 30, 2014 3:07 AM

"The right intention, but the wrong words. Virtually every leader has messed up at some point by saying the wrong thing, even with the best of intentions.


But the higher up someone is on the organizational chart, the more damage can be done by misspeaking.  Which means that if leaders slip up and say the wrong thing by mistake, they should prepare themselves for multiple meetings, memos and public apologies."


Read the full article to find out more about these strategies when facing the predicament of having to backtrack and explain ill-advised comments:

  • Be absolutely clear
  • Explain the underlying intention
  • Repeat, repeat, repeat
Kim Zinke (aka Gimli Goose)'s insight:

These tips are also helpful in handling any communication mishap. Keep them in your back pocket as the communications team may be called up on to help in these situations. 

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Scooped by Kim Zinke (aka Gimli Goose)
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Four conditions for an effective apology | Holtz Communication + Technology

Four conditions for an effective apology | Holtz Communication + Technology | Internal Communications Tools | Scoop.it
From holtz.com - January 13, 2014 1:09 AM

"An apology can still send a powerful message and produce hugely beneficial outcomes, given four conditions:

  1. The organization and its leaders truly have something to apologize for
  2. The senior-most leader genuinely and sincerely is sorry
  3. He or she apologizes from the heart, not from a script
  4. The apology is conveyed through more than one channel


For proof that apologies can be the right business move, look to MSNBC host Melissa Harris-Parry, whose recent apology for inappropriate remarks about former U.S. presidential candidate Mitt Romney’s family has produced at least as much attention as the original transgression—if not more."


Read the full article to view Melissa's apology.

Kim Zinke (aka Gimli Goose)'s insight:

This kind of apology is what we should see when someone makes a mistake.  From the heart and no excuses.


"If you have to apologize, and you mean it, go big. That’s the teachable moment for business leaders and crisis managers."

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The Essence of an Apology. When Does an Apology Mean Something? | CommPRO.biz

The Essence of an Apology. When Does an Apology Mean Something? | CommPRO.biz | Internal Communications Tools | Scoop.it
From www.commpro.biz - January 27, 2014 12:24 AM

"The true test of any apology is whether it restores trust and credibility. Apologies that are insincere, incomplete, poorly delivered, and not backed up with a change in behavior—or better yet, a change of heart—can damage trust and credibility far more than no apology at all.


In the corporate world, where achieving organizational goals hinges on trust and teamwork, effective apologies are a necessity, not a luxury."


Read the full article to find out more about these 5 tips for offering an effective apology:

  1. When you mess up, fess up.
  2. Acknowledge your impact, not just your intent.
  3. Let the offended party know how things will be different, going forward.
  4. Stay focused on your goal.
  5. Never think that saying, “I’m sorry” makes you weak.
Kim Zinke (aka Gimli Goose)'s insight:

These tips may come naturally to some.  For others, the may need the guidance of the communications shop to help them through the process, but not to put the words in their mouths.  That will never come across as authentic.


For examples of good & bad apologies see my recent scoop on Four conditions for an effective apology by Holtz Communication.

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