EP 60 The Hidden Patterns Behind Effective Crisis Communications with Jeff Hahn

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Behind 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 everything from hazardous material spills to workplace violence, Hahn reveals how his fascination with crisis communications evolved into a seven-year journey to decode the science behind breaking bad news effectively. His research is remarkably precise – analyzing 505 NPR interviews to identify exactly six question types journalists ask in a predictable sequence, and categorizing precisely 16 message types organizations can deploy during a crisis.

At the heart of Hahn's approach is his "3M Model" – Message, Messenger, and Method. This framework challenges conventional wisdom, particularly around who should speak during a crisis. While many organizations instinctively push their CEO forward, Hahn argues this often backfires, citing BP's Tony Hayward's infamous "I'd like my life back" comment as a cautionary tale. Instead, he advocates for strategic messenger selection and careful war room composition, where lawyers provide counsel but don't dominate the response strategy.

You can reach Jeff Hahn at [email protected].

Reach Marc Mullen at [email protected]

Reach Tom Mueller at [email protected].

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