Mastering Crisis Communication featuring Margie Newman Tsay

Margie Newman Tsay is the Founder & CEO of Intesa Communications Group, a strategic communications firm specializing in reputation management, executive coaching, and crisis response. A seasoned communicator and entrepreneur, Margie draws on her background in media relations, advocacy, and leadership to help high‑profile professionals and organizations build trust, align their message, and navigate change.

Her work is guided by a deep belief in authenticity, clarity, and purpose‑driven communication. Based in San Diego but rooted in Nashville, Margie serves as a champion for leaders who want to elevate their impact and build cultures anchored in connection, integrity, and clarity.

SHOW SUMMARY

In this episode of Selling from the Heart Podcast. Larry Levine and Darrell Amy are joined by Margie Newman Tsay, founder of Intesa Communications Group, who shares her expertise in strategic communications, reputation management, executive coaching, and crisis response. Margie emphasizes the need for clarity, brevity, and effective communication during crises and how these skills are essential for building trust and credibility. She also highlights the role of continuous learning and vulnerability in becoming a successful communicator, regardless of age or gender. The episode underscores the overlooked necessity of crisis communication training in the sales profession and offers actionable insights for sales leaders and professionals.

KEY TAKEAWAYS

• Communication requires repetition - Say things 10-11 times before people truly retain them; don't assume once is enough
  
   
• Make the customer the hero - Focus on their goals and needs, not your product or yourself
  
   
• Reputation is built daily - Trust and authenticity come from how you show up every single day, not just when making a sale
  
   
• Surprises are for birthdays - Over-communicate to avoid catching people off guard in business relationships
  
   
• Crisis communication essentials - Focus on brevity, roles, and goals; reduce oxygen to the flame rather than escalating
  
   
• Diversify your network - Learn from people across different ages, genders, and industries to expand your communication toolkit
  
   
• Humans first in crisis - Remember everyone defaults to fear and ego under pressure; sometimes people just need to be heard

QUOTES

• "Selling from the heart means remembering that it's not about you. Make the customer the hero."
  
   
• "Surprises are for birthdays. You gotta communicate, communicate, communicate in four different ways to make sure people get it."
  
   
• "Leadership is context. When we stop communicating and giving that context, trust erodes."
  
   
• "No one is born a great communicator. This is a learned skill. You can start today being a great communicator."
  
   
• "In a crisis, our brains are ego and overwhelm. We immediately need to know what is going on, how do we solve for it, and what's my job."
  
   
• "What's the closest gator to your boat? You take 'em one gator at a time." (on prioritizing in crisis)
  
   
• "Everyone is a human first. Ego and fear don't bring out the best in any person, and that is what you're dealing with in a crisis."

Learn more about Margie Newman Tsay.

LinkedIn: https://www.linkedin.com/in/margienewmantsay/

Learn more about Darrell and Larry.

Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/

Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/

Website: https://www.sellingfromtheheart.net/

ADDITIONAL RESOURCES

Discover Heart-Centered Leadership:

Explore the Culture from the Heart Podcast and uncover the secrets to thriving workplace cultures. Know a visionary CEO? Nominate them today at 👉 www.culturefromtheheart.com!

Listen to Larry Levine’s Bestselling Book — Selling in a Post-Trust World

Now available on Audible! Transform your sales approach with insights that matter.  https://a.co/d/bOgH6Ig

Get exclusive access to the latest episodes, leadership strategies, and sales tips. Subscribe to Our YouTube Channel! https://www.youtube.com/@SellingFromtheHeart

Your Daily Dose of Inspiration:

Start each day with the motivation you need.

https://daily.sellingfromtheheart.net/

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.