HearSay
What Would You Have Said?: Boeing
Feb 6, 2024
This podcast episode discusses the challenges and response of Boeing after an incident, exploring conflicting interests among senior executives, analyzing the CEO's communication strategy, addressing the magnitude of the problem, highlighting the importance of language in crisis communication, and emphasizing effective communication in crisis response.
34:56
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Quick takeaways
- In a crisis, companies must navigate internal dynamics, balancing precise communication with liability concerns.
- Boeing should brand its safety fix as comprehensive and proactive, shifting the conversation away from blame and rebuilding trust in their aircraft.
Deep dives
Managing crisis response in a complex organization
When a crisis occurs, companies face the challenge of managing various perspectives and conflicting interests in their response. This includes different departments such as legal, operations, engineering, and communications, each with their own priorities and concerns. The initial reaction may come across as cold or unclear to external audiences because it is primarily shaped by internal dynamics. However, it is important to recognize that everyone involved genuinely wants to address the problem and make it right. Balancing the need for precise communication with the desire to protect the company from liability can be difficult.
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