Jeff’s Presentation Events for Nov. & Dec. 2011

When Your Publicity is Going South …
is the title of my presentation on December 9th CORRECTION Sunday November 27 at
The Higher Education Summit

As described on their web site: The Higher Education Summit explores ways to ensure post secondary education is more relevant than ever.

I will discusses strategies to effectively handle media during a crisis.

Guest speakers at the event will be, among others;

Robert F. Kennedy Jr.

Former Prime Minister Paul Martin

Margaret Trudeau

If you attend my presentation on Sunday, November 27please say hello.

My segment at the Sheraton Centre begins at  3:30 pm.

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On December 9th, I’m also a guest speaker at a communications
conference sponsored by the Ontario Hospital Association – OHA 

As described on the OHA website: “Communicators play an important role in building trust between Ontario hospitals and the communities they serve. That role will become even more important on January 1, 2012, when Ontario hospitals will become subject to the Freedom of Information and Protection of Privacy Act (FIPPA).

Hospital communicators need to prepare for the impact
FIPPA will have on their roles and their organization
.”

I will address how to handle news media when controversial issues become public.

I’ll break my talk down under the following topics:

• Do you have what it takes to:

Deal comfortably with the media?
Communicate properly in a crisis?
Speak with poise, substance and style in any situation?

• When the Headline Is YOU: An insider’s guide to handling the media

• Reputation Management

You can learn more about the conference here . . .

Hope to see you at the OHA event on Friday December 9th

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Why Does Your Mind Go BLANK When You Need It Most?

BRAIN FREEZE happens to almost everyone.

Why is it that when you need to deliver important information in a concise, articulate manner, your brain shuts down so tightly you can’t even remember your own name.

How does it happen? You’re not a dummy. You know your business, and the supporting information inside out and backwards, but when it comes to relaying your knowledge to others, your heart starts racing and your mouth goes dry as you hem, haw, and stutter.

Nothing comes out. “I’d like to introduce you to my ahhh spouse, ahhhh . . . ahhhh …

It’s embarrassing when it happens in a casual social setting, but brain freeze often has catastrophic consequences for executives and politicians.

A momentary blank mind is interpreted by most people as not being able to think on your feet - a debilitating trait which is the kiss of death for all leaders. You need to make snap decision intelligently, but if you can’t even keep the ABC’s of communication straight how can you make important decisions on behalf of the people who follow and trust you?

A brain shutdown at an inopportune moment can cause
share prices to plummet and an election to be lost.

If you’re armed with the right training and speaking tools you can avoid the devastating situation presidential hopeful Rick Perry recently experienced. During an important televised GOP debate Perry could not remember crucial segments of his own campaign stump speech. He knew he wanted to shut down three government agencies if he were to be elected president, but he could not recall the name of third – the ENERGY agency, which he has talked about shutting down repeatedly in the past.

Mr. Perry is a smart guy right? So why did he hit the wall and fail to deliver?

During my speakers presentation and media training courses I address exactly why your mind suddenly goes blank, and what you can do to prevent it.

Click to learn about the science behind the freeze from two experts at ABC News.

Brain freeze does not have to happen to you.

Learn to prevent it, and show up prepared.

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Leadership & Crisis Communication

I’m doing a Leadership & Crisis Communication presentation for an event on November 24, 2011 hosted by Genesis Executive Management.

My portion of the presentation will address the challenges executives face everyday regarding mainstream and social media communication.

It is even harder today to handle news media effectively when you take all the factors into consideration. Knowing how to create and present your message takes special skills. Fortunately these media skills can be learned.

Join me, and the other guest speaker, Kanina Blanchard, on Thursday November 24 at the London Club for the 7:30 am breakfast where I will address a number of strategies anyone can use to improve their relationship with news media.

Learn more here through the Tech Alliance website.

Space is limited so please register at Genesis Executive Management today.

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RIM FAIL – AGAIN !!

RIM’s co-CEOs, Mike Lazaridis and Jim Balsillie, failed miserably to explain to their customers the four-day drop-out in their Blackberry service. It took them four long days to make a statement, and when they did, it was too little too late.

The RIM failure was one of the subjects I addressed at a recent presentation I delivered to IABC members in Montreal.

The apology from Lazaridis posted on YouTube had all the facts, but it didn’t come across as genuine. Being able to emphatically demonstrate that you feel someone’s pain is critical in getting your message across effectively.

Some people argue they’re just IT guys, Nerds, Geeks, Coders, and that they don’t have to speak effectively because they do other things extraordinarly well. Well … I gotta tell ya, anyone can learn to communicate properly, even Geeks who control billion dollar companies. If they don’t, they will not serve their shareholders responsibly.

Lazaridis looked like he was reading the apology instead of speaking from his heart. Many people on YouTube picked up on this and posted harsh comments in response.

These are the guys whose company produces a product that only a very short time ago was the Holy Grail of business communication – the once revered Blackberry. Today, because of poor communication performance, loyal customers are confused and seriously considering switching mobile communication formats to one of RIM’s many competitors. Many consumers have already given up and moved to Android or iPhone.

I’ve recommended for years that spokespeople use all avenues available when embroiled in controversy and crisis. I talk about it in my presentations, in my newsletters, and through all my social media tools.

The most important thing you can do when your company finds itself in a crisis situation is to make sure you know how to deliver your message effectively to mainstream news media at the first sign of trouble, and to then follow up using your own communication tools, i.e., your company blog, Twitter, Facebook, etc.

For most people, when I tell them that this is the most effective strategy, they get it and want to know how.

Ironically though, these two powerful businessmen, who are at the forefront of technology that supports social media communication, repeatedly fail to get it, and this mistake could finally cost them their company.

The RIM breakdown was big news the day I was in Montreal. My thanks to the local IABC chapter members for turning out to hear me share some thoughts. Your response the day-of, and through YOUR social media networks was very much appreciated. 

Here are a few pictures from the event:

Photo Credit - Chamsi Dib 2011 www.ChamsiDib.com

IABC/Montreal board Nancy LeBosquain, Alain Legault, Sharon Hunter, Jeff Ansell and Paula Bernardino. photo credit http://www.chamsidib.com/ 2011

Speak from your heart

Speak from your heart

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Politician Claims Reporters are Lobbyists

Richard Kaplan, mayor of the South Florida town of Lauderhill is refusing to speak with media because, based on his interpretation of the new code of ethics in Broward County, he claims reporters are lobbyists.

Consequently, the mayor wants all journalists to register as lobbyists.

Kaplan’s reasoning is creative, but he’s not the first politician to refuse to speak to reporters. He is however, misguided to think, as he says, that “his decision will have a chilling effect.” It’s more likely the only thing that will end up on ice is his political career.

It reminds me of the kid who refused to eat his vegetables. He sat stubbornly until his sister was served dessert, upon which time he reluctantly choked down cold string beans to get to the cake.

Not speaking with media is a huge risk for so little gain when the other option, developing and using media skills effectively, can harvest you so much more.

Trust me Mr. Mayor, you will eventually talk to the media.

UPDATE: It didn’t take long for Mayor Kaplan to answer his detractors. The very next day he claimed his motive for not speaking to media is to force the new ethics code to be fixed because he states it is poorly written and falls into the Law of Unintended Consequences. Ironically, he responded to the reporter who wrote the article and he did so on the newspaper’s blog.

See? I told you. Eat your beans Mr. Mayor before they get cold.

Here’s another head-turner. Steve Spurrier, South Carolina head football coach refused to speak at a press conference while sports columnist Ron Morris of The Columbia State newspaper was present. Instead, Spurrier led reporters from room to room as he tried to shake Morris. Sports spokespeople and athletes are notorious for refusing to speak with media, which is ironic because sports is more aligned with entertainment than it is real news.

Mainstream sports media have historically assumed the role of ramping fans up to a feverish pitch, but it’s obvious by the increasing number of athletes refusing to speak to media, the sports industry no longer feels mainstream media is the hand that feeds them. It’s a dangerous mistake because support from a third party like news media has substantially more influence on people than anything found on a web site, or a social media network owned and controlled by the sports franchise.

It sounds like pro wrestling hi-jinks

The moral here is to learn to handle media effectively, not fight them.

According to The Independent (a UK publication), “Sir Alex Ferguson (Manchester United manager) has launched an astonishing attack on the BBC, saying that the national broadcaster is “arrogant beyond belief”, has an “inability to apologise”, and does not care about being sued “because they are so huge and have insurance.”"

The irony regarding his arrogance boggles the mind. Sports spokespeople are now arguing in public about who needs whom more, instead of improving media skills and working together to ratchet fan fever up a notch.

Here’s a more mainstream example of media being barred from what they perceive to be rightful access to an event that uses public funds and resources. This example is a little different in that Horseback, an equestrian magazine in Houston, reported that the federal Bureau of Land Management refused reporters access to their new BLM director who was present at a small controversial event gathering, but physically shielded by Land Management officials. The issue is about protecting and rounding up wild horses, but the BLM strategy is straight out of a fantasy football playbook. Since when did executives need blockers in a media scrum? PR pros on the sidelines definitely, but not running plays on the field during the game. It’s asking for trouble because it implies the executive is not capable of speaking independently.

The episode is also caught on camera in this video. The video is quite long, but at the very beginning you can see how the BLM runs interference while the director is, at first, present, but then disappears when more serious questions are asked.

Why are all these people so distrustful of news media?

Here’s one reason – confusion.

People are inherently distrustful of anyone they feel has potential to harm them – whether it is justified or not, and it’s no secret media are sometimes complicit in creating mistrust and confusion. For example, on his blog, New York Times Op-Ed columnist Paul Krugman lends support to Occupy Wall Street, but he refused to address or join protesters at the event because he stated he did not want to cross the line between “advocate” and “activist.” This fine distinction is very hard for most people to understand.

Whose side is he on? Is he even supposed to be on anyone’s side? According to his blog, Krugman supports the protesters, but it appears he doesn’t want to be trapped by colleagues at other news companies who might ask him to speak to them on the record, because after all … they are media.

Another reason average people are scared of reporters is due to a lack of understanding of how journalists do their jobs, plus, unprepared spokespersons also do not know how to get their point across effectively. Quite literally, they are not media literate.

If you know you will eventually become embroiled in controversy (and what company or politician isn’t these days), you should at least know which end of the cow produces the milk. You don’t have to be the aggressor or take the first shot, in fact this strategy is not recommended. It would however be prudent to at least have enough media relations skill so you know enough not to step in a cow pie or get kicked in the head when you sit on the little stool to milk your story for all its worth.

All the examples I’ve used here seem so negative and frightening that you might be thinking, the heck with it, I’m running for cover. But keep this in mind, some spokespeople are fearless and incredibly effective in front of a microphone or TV camera. Why? Well, they know how to handle the media. It’s as simple as that. Know your job.

Bill Clinton was constantly in hot water, but he knew how to engage a reporter head on and tell his story effectively. He didn’t come by this skill naturally. He learned to do it!

Silently sticking your head in the sand is only going to get you one thing – a kicked butt.

If you don’t speak for yourself, someone will do it for you
and you probably won’t like what they say.

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RADIO vs TV – my latest VIDEO

I came from radio and ended up on television at CityTV Toronto.

Learning to be a TV news producer on the fly was very stressful, so much so that I started smoking cigarettes again after quitting for five years.

I knew nothing about TV news production when I arrived at CityTV from radio.

Cameramen and editors taught me on the fly.

Thankfully, I quickly moved to becoming a TV news jounalist when a reporter left and I took over his position.

Relatively speaking, radio is a one man show, while television needs a team. 

CityTV was a valuable education for me.

Watch the video clip here …

 

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News Has Changed

Over the next few months I’m going to release a video each week of a series I recorded earlier in the year of me talking about issues related to news media and public relations.

A few of the videos are already online on my new web site.

Some of the videos are personal anecdotes of how and why I became so interested in the news industry. I even relate stories of my aspirations when I was a kid.

Some of the videos are quite serious, like the one about investigating Nazi war criminals.

I’ve been in the news industry a long time and have been part of its evolution. The changes impact everyone, but not necessarily in a good way as you will see in this most recent short video where I talk about why it has happened, and how it affects all of us, including you.

Charles Darwin wrote, “It’s the not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.” He was referring in a scientific way to how single cell organisms grow and multiply.

In some respects his observation applies to many things that affect our lives, like news.

How we gather and interpret news is changing.

In some cases the changes are exponential and profound.

It is no secret that if you are to lead a happier life and to have a more successful business you have to be open to change. Unfortunately, sometimes we forget this and remain rooted in our old ways of thinking.

I hope you find this video series interesting and thought provoking.

Here’s my latest video offering – News Has Changed …

Please don’t hesitate to comment. I’m always very interested in what you think.

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President Obama Drives Off a Cliff

George Stephanopoulos of ABC News, speaking with President Obama:

Stephanopoulos: “There are so many people who simply don’t think they’re better off than they were four years ago. How do you convince them that they are?”

President Obama: “Well, I don’t think they’re better off than they were four years ago. They’re not better off than they were before Lehman collapsed, before the financial crisis, before this extraordinary recession that we’re going through.”

SOUND BITE ALERT!I don’t think they’re better off than they were four years ago.

It’s odd for someone of President Obama’s experience to make such a glaring media mistake. Repeating a negative offered up by a journalist is the absolute wrong thing to do.

The sound bite was so powerful it actually became a headline!

When Stephanopoulos asked the President how he would convince voters to find a silver lining in their current economic position, it was an open invitation for Obama to tout his achievements and paint a positive picture of all he has done to fix America.

Instead, the President gave credence to a negative statement and in effect agreed that under his watch Americans were doing worse.

He had a million roads to go down and he chose the one that took him over the cliff.

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Come and visit me in Montreal next week at my IABC talk about 
what to do  When the Headline Is YOU

October 13, 2011 - 4:00pm at the Sofitel Hotel on Sherbrooke St.

Hope to see you there!

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Flip Flop … or a Justifiable Change of Mind?

When you or I learn new information and rethink our personal position it’s called changing our mind, but when an executive or politician does it, we call it flip flopping.

The truth is, we all change our minds.

If we didn’t we’d be accused of living in the past and not growing.

The secret to communication success is how you explain your new view to people.

Reporters are trained to trick naive executives and politicians into flip flopping on issues.

Sometimes though, a flip flop is what it is, intentionally done by a spokesperson in a purely manipulative way, i.e. when a politician takes a strong philosophical stand on an issue and then changes his message after he learns most people polled think differently.

If you’re going to change your mind you better know how to manage your message before a reporter puts words in your mouth and tags you as a flip flop artist.

Journalists are skilled at leading even innocent subjects into a flip flop ambush, and when the interviewee realizes too late that they inadvertently contradicted themselves, they panic and end up making it worse. A flip flop mistake made by an inexperienced spokesperson can turn into an outright lie, and when that happens careers go off the rails.

For example, a reporter might sneak in a question about your stance on raising taxes, and in an unguarded moment you answer based on what you think voters want to hear. The reporter then says, “but last year you voted the opposite way in Congress to have tax increases repealed. Now you’re saying a tax increase is OK? Do you mean it’s OK when you vote for a tax hike, but not when your opponent votes this way?

An executive or politician with proper media training will see the trap a mile away and not get caught in it, or at the very least know how to smoothly get out of it.

When a politician flip flops to gain votes it’s quickly perceived as self-serving by voters. However, when a politician has a fundamental change in philosophy and he can clearly describe why the change of heart, there is a better chance of having it regarded by voters as legitimately changing your mind for the good of the public based on new information.

 A few years ago Mike Huckabee changed his mind about using negative attack ads to bash Mitt Romney regarding of all things, Romney’s “flip flop” record. Huckabee at first agreed to run the negative ads, and then pulled them after already investing heavily to produce the spots. At the end of the day voters respected him for his change of heart and mind.

One of the most famous flip flops that also worked in favor of a politician was when George Wallace, who was at the time a hard-line segregationist, changed his mind in the late 70s and apologized to black voters. He was elected Governor in 1980.

Flip floppers often stubbornly stay on message. Why? Well for one reason it’s a good way to hide your personal beliefs. Spokespeople often mistakenly believe that staying on message is a safe zone, when in fact people really want to know you are engaged and not just a talking head.

Oscar Wilde wrote, “Consistency is the last refuge of the unimaginative.”

Staying on message regardless of the question is usually a mistake. If you stay calm when talking with reporters (you learn to do this in part by understanding through media training how journalists do their jobs) you will be able to think on your feet and answer in a way that supports your agenda, not theirs.

Losing your cool when accused of flip flopping can be career suicide.

2012 Presidential hopeful Herman Cain yelled in frustration at a reporter regarding a question that tried to make it look like Cain was flip flopping.

Turns out there was no basis for the flip flop insinuation, but yelling is not the way to defend yourself when news media ask you a question that makes you feel uncomfortable. It’s often a tactic they use to bait you into making a communication mistake. When they see you are not a skilled communicator and that you easily react, they will repeatedly drop bait in front of you hoping you will snap at it. Cain spends an inordinate amount of time defending statements he never made, let alone flip flopped on.

As I wrote above, flip flopping is often simply the act of changing your mind. It’s all in the interpretation. The secret is how well you communicate, whether it involves purposefully flip flopping, or not having the skills to effectively convince people of your new perspective.

Politicians who fail to communicate clearly lose the respect of voters.

According to news reports, British Columbia politician Harry Bloy, Cabinet Minister of Social Development, was shuffled to the back of the herd not because he flip flopped, but because of what is described by media as poor communication skills. Many regard him as a good administrator, but whenever he was questioned by reporters, he failed to deliver.

Here’s an excerpt from an Op-Ed piece by Vaughn Palmer about Minister Bloy;
Bloy had no appetite for talking to the media nor was he any good at it. The B.C. Liberals, after a considerable application of resources and staff time in media training, concluded he was a hopeless case. So they deliberately isolated him, recognizing that the only thing more embarrassing than not making him available to talk to reporters was to make him available and have his weaknesses paraded in print or over the airwaves. On those rare occasions when contact was unavoidable, the minister would usually be restricted to talking over a speaker phone, with ministry staff on hand to correct the record in the event he fumbled his pre-rehearsed lines.”

Flip Flop sound bites are often due to poor media communication skills.

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You’re Only as Good as Your Worst Quote

Sharon Henderson, from Dialogue+, a magazine for retirement residence professionals, focused on a very important media communications topic in a review she did of my book, When the Headline Is YOU.

Sharon began the review with, “Media calls and crisis situations can be fear-evoking moments when you’re the one returning the call on behalf of your retirement residence.”

She went on to reference the following line in my book,

People who talk to the media are only as good as their worst quote.” 

Sharon expanded upon this by writing, “You need to proactively approach every media situation, not only your message but also how to deliver it so that it makes its way into what is reported. Next to having media training with Ansell himself, this book will give you strategies that will help you create meaningful responses and maintain trust with your key stakeholders.”

You can read more of Sharon’s book review here.

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Politicians Are People Too

Mark Ruggiero of Campaigns & Elections recently reviewed my book, When the Headline Is YOU, and wrote, “It is a must-read for anyone who interacts with journalists and reporters, but it is especially relevant for politicians and operatives and for behind-the-scenes staffers who are routinely tasked with developing media messages in challenging, newsworthy situations.”

My book and media training practice appeal in large part to spokespeople and executives in the corporate world. Sometimes people forget though that the skills you need to communicate clearly with anyone at any level, whether you are a CEO, a not-for-profit spokesperson, a politician, or a civil service staffer are all relatively the same. The commonality is clear communication and being able to say it like you mean it, and look like you mean it.

People also just want to know that you understand their perspective, and that you are genuinely paying attention to their concerns. People don’t care how much you know, they need to know how much you care. It’s a common mistake politicians make every day. People want to know what you are going to do to fix the problem, and prevent it from happening again. They don’t care how the issue affects the politician or the party. Voters only care how it affects them, and their families, and their livelihoods.

Every day we see politicians get drawn into arguments with reporters.

The reality is that you cannot win an argument with a news company that is holding such a large megaphone. You can however disarm them, and turn the argument into a debate that gets your message across in the way you intended.

Feed journalists sound bites that don’t bite you back.

Politicians can learn communication strategies that will help them manage their conversation with voters and journalists more effectively.

Politicians sometimes forget that they are always on. There is no downtime. Voters judge politicians whether they are on a podium addressing thousands, in front of a TV camera dealing with a crisis, or talking to a small group of seniors.

The communication process is the same regardless of the venue or agenda.

Politicians are often their own impromptu publicists, which means they have to learn to think on their feet when their team is not there to watch their back or feed them info.

Politicians get nervous just like everyone else.

Alleviating nervousness on the podium or in front of a TV camera is a learned skill. Simple things like learning to breath properly when you speak is critical to effectively managing your message. It’s also important to speak to one person in the crowd or media scrum per thought. Don’t jump all over the place or look over the audience’s heads while you address them. Make it personal and conversational. Focus on one thought at a time. Think about what you say as you say it and don’t jump ahead trying to second guess your audience.

Engage people by making it easy to follow you.

Granted, some politicians seem more naturally inclined in the communication department than others, but you know the old saying, “The harder I work, the luckier I get.”

You can read Mark’s reveiw of my book here – Campaigns & Elections

 

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