Dealing with doubts

My blog this week is a bit of a sidestep from the usual topics of communications and public relations, but I think there are still some relevant concepts here.

Right now, I’m in the process of developing a new business.

It’s exciting, but also more than a little nerve-wracking. Particularly, telling people about my business idea – which I’m starting to do now – is a vulnerable time. What if they think it’s silly? What if they think I’M silly? What if I’m completely wrong about the whole thing!? Eek!

Suffice to say, I’ve had my share of moments of doubt.

So, partly as a bit of self-therapy, and partly because I hope my experience might benefit others, I’m going to share my advice for dealing with The Dreaded Doubts.

1. Recognise the value of those second thoughts.

I try to think of my self-doubts as part of an internal debate, which helps me explore all the possible options and iron out any wrinkles in my idea. It’s a bit like my own risk identification and management process, which as we know, is an important part of communications practice.

I’m a fairly positive person by nature, but I don’t want to approach any decision or idea with blind optimism and naivety and without thinking about what could go wrong and what I might need to do differently.

So by second-guessing myself just a little, and by asking myself questions like, ‘what evidence do I have to back up my gut feelings on this topic?’, ‘am I making too many assumptions?’ and ‘what are the consequences if it all falls in a heap?’, I’m actually making sure my decisions are more balanced and well considered.

2. Ride it out

The other benefit of recognising your self-doubts as a natural – and even valuable – part of the process, is that you know they’ll eventually pass if you can ride them out.

Approaching any new venture usually means experiencing any number of highs and lows: excitement and nervousness, satisfaction and disappointment, moments of confidence and moments of doubt.

Work isn’t always smooth sailing, even in an established business, and especially in public relations practice. But there’s great strength that comes from knowing this and expecting both the highs and the lows. Remember that great saying, ‘this too shall pass’? In the same way you can’t hope to feel elated with excitement all the time, not should you expect your doubts to last either.

Recognise the feelings, acknowledge them, and know they too will pass.

3. Make a win list

Coincidentally, a friend called me for advice last week. A couple of really bad days at work had left her doubting that she’s as talented and amazing as I know she is, and it was really affecting her overall outlook.

(And yes, you bet, I have indeed recruited her to my new business idea!!)

In the meantime, one of the things I suggested to her is something that’s worked well for me in the past.

We all have a few things we’re really proud of. These might be professional or personal achievements, or aspects of our personality that we’ve cultivated. When we’re feeling good, it’s easy to remember the good stuff we’ve done; unfortunately, it’s not so easy when we feeling low, and that’s usually when we really need the reminder.

So, right now, I suggest you write it all down. It’s what I call a ‘Win List’, and it’s not too dissimilar to the list of successful projects and achievements that a public relations business might keep to include in pitches to new clients.

Put your list down on paper or create a document on your computer. Make a list of everything you are, and everything you’ve done, that make you proud. You know, those things that make you say, hey, you know what, I’m not too shabby after all!

Anyway, whenever you need a boost, you can pull out your list and remind yourself of your strengths, your wins, and that sometimes, you’re actually pretty great!

There you have it – those are my tips for dealing with doubts. As for the exciting new business idea, you’ll have to wait a little longer to hear about that ;)

My Top Ten quotes about public relations

Like many people, gee, I love a good quote. A few meaningful words from someone wise, to help me feel inspired and motivated.

Recently, I compiled a list of my favourite quotes about public relations.

Why? Well, because I’m a bit of a PR nerd. I love my work. But, sadly, the PR industry has historically copped a lot of criticism - some of it deserved, some not so much.

So these wise words help me keep things in perspective, remind me to focus on what’s important, and - on those toughest of days – help me remember that what I do is actually useful and valuable (at least, it is to Bill Gates and Warren Buffett!).

Feel free to add your own!

1. "Journalism is printing what someone else does not want printed: everything else is public relations.” – George Orwell


2. “Promote what you love, instead of bashing what you hate.” – (unattributed)


3. “If I was down to my last dollar, I would spend it on public relations.” – Bill Gates


4. “It takes 20 years to build a reputation and five minutes to ruin it.” – Warren Buffett


5. “If you think it’s expensive to hire a professional, wait until you hire an amateur.” – (unattributed)


6. “Advertising is saying you’re good. PR is getting someone else to say you’re good.” – Jean-Louis Gassee


7. “PR cannot overcome things that shouldn’t have been done.” – Harold Burson


8. “Lose money for the firm, and I will be understanding; lose even a shred of reputation for the firm, and I will be ruthless.” – Warren Buffett


9. “Everything you do or say is public relations.” – (unattributed)


10. “Public relations specialists make flower arrangements of the facts, placing them so the wilted and less-attractive petals are hidden by sturdy blooms.” – Alan Harrington

What does Bonds’ new TV campaign teach us about communication?

I’m loving the new Bonds TV campaign, ‘Protect yourself from yourself’, which is airing at the moment. Have you seen it?

You can check out the ads here and here. If you can’t watch them right now, here’s a quick summary:

Two men are shown in high-pressure situations. One is talking to a women he likes, the other is delivering an important business presentation. Problem is, they’re both let down by their clothing. The man in the park flashes, er, far too much when he bends over to pat his dog; while the businessman’s nervousness has resulted in obvious sweat stains under the arms of his shirt. Of course, Bonds’ solution is to protect yourself with their men’s undergarments.

As a professional communicator (and a bit of a PR nerd at that), I probably pay more attention than most to the advertising and marketing campaigns I see. And this one really caught my attention.

Why?

Whatever business you’re in, communicating effectively is so important. Billionaire investor Warren Buffet, who overcame his own fear of public speaking, was quoted as saying, “You’ve got to be able to communicate in life and it’s enormously important. Schools, to some extent, under emphasize that. If you can’t communicate and talk to other people and get across your ideas, you’re giving up your potential.”

When I teach public speaking and media interview skills, one of the most important messages I try to get across is to avoid anything that distracts from what you’re saying. When it comes to appearance, that might mean avoiding loud patterns, large dangly earrings, revealing clothing or towering hairstyles. In terms of what you say, it means being wary of the tone and pace of your speech as well as avoiding any repetitive verbal ‘tics’.

Ultimately, you want the emphasis to be on what you’re saying – not what you look like. Not your flashy necklace or the way you keep brushing your fringe out of your eyes. It’s hard enough to grab and keep your audience’s attention; don’t give them a(nother) reason not to listen to you!

I think the Bonds TV ads are a really good example of this lesson in action. In both crucial situations, the unwanted flaws in the men’s appearance distract from what they’re saying – so much so, that their audience can’t focus on anything else.

In the end, the businessman’s presentation is a disaster and the girl in the park makes a quick exit.

There are plenty of opportunities in your personal and professional life to express your personality and individuality. Sure, you can argue that people shouldn’t care what you look like (pit stains or not) – but the simple truth is, most of the time, they do.

Do you really want to take the risk that people won’t be able to focus on what you’re saying, and that all your hard work will go to waste?

Save the theatrics for another day. And while you’re at it, pull up your trousers and wear some deodorant.

Making your words work for you

Jane Speechley has spent years teaching people effective communication. She shares her secrets to being ‘heard’.

Why is it so important our words work for us?

Making every word you write or say work for you is perhaps more important now than ever before.

We live in a wonderful age where information is faster-moving and more accessible than at any other time in our history. Written communication particularly has boomed; think about how often you write an email or text message, send an instant message, post a status update or tweet.

We’re all aware of the opportunities that are offered by digital media, but these exciting new channels come with a flipside as well.

Many of us are dealing with information overload; we’re overwhelmed by a constant stream of bite-sized pieces of information. As a result, each of us has learned to actively reach out, select and ‘pull’ the information that interests us. What this means for business is that you have to work much harder to catch and keep your customers attention.

What is the most important part of effective communication?

The critical part of communication is ensuring your listener, or reader, hears (and understands) what you are saying. Don’t assume the intent with which you say something is how the recipient interprets it.

There are some vital keys to ensure you get your message across:

Don’t be tempted to use longer or more complex words when a simple one will do. You might think you sound more impressive, but if your audience doesn’t ‘get’ the message you’re trying to send, your communication hasn’t succeeded.

Focus on providing only a couple of clear messages that you want your audience to remember. Waffle on, or share too much and you risk creating ‘noise’ in which your intended message will get lost.

Effective communication is about more that the content of your message. The style of language, the design of your document, your tone of voice, body language and even the medium you choose to communicate through all send a message about you and what you’re trying to say.

Poor communication often results when these don’t align, for example, being overly formal on social media.

What are the most common mistakes people make?

As a professional communicator and teacher, the most common mistake I see is poor spelling and grammar; just think about the impression you have after reading something that’s poorly written with lots of errors. 

Communication consists of a number of factors that send a message about you, beyond just the content. What do your mistakes say about you? Unless the message you’re trying to send is that you’re careless and lazy with little attention to detail, spelling and grammar mistakes aren’t a good idea.

What role does emotion play in communication?

Emotion is an important factor in communication, both in terms of the actual content of your message and also what you or your audience are feeling at any given time.

Some words send a stronger message than others and seem to positively jump off the page. For example, newspapers use the terms ‘passed away’ or ‘did not survive’, rather than ‘was killed’ or ‘murdered’. You need to think about emotive words, or what I call ‘red flag words’ in your communication and use them or avoid them as the circumstances necessitate.

Even the most innocuous of words has, at some time, been taken the wrong way by a listener who’s tired, angry, defensive or frustrated. Understand that how your audience member is feeling – both before and after your interaction with them – will affect how they remember and reflect upon their experience with you.

What role does Visual/Auditory/Kinesthetic tendancies play in communicating?

The theory is that human expression takes place on a number of levels – visual, auditory, kinaesthetic – and that we each have an innate preference for any (combination) of these, which affects the way we learn and communicate.

The problem arises when communicating with people who have a different style to our own. You won’t necessarily know what suits your audience and if you’re communicating with a number of people at once, chances are they have different preferences.

The solution? Present information in a way that touches on all styles. For example, deliver a verbal presentation that includes a visual presentation and practical activities as well. Also, try to stay closely attuned to your audience. Look for signs of interest, energy and comprehension – or lack thereof – and again, be willing to adjust your approach accordingly.

How do you feel about email v phone v face-to-face communication?

Certainly, each communication channel has its strengths and limitations but we should also remember language tends to be dynamic and evolving. So, as we’ve begun to communicate more in writing, we’ve developed ways to express tone and emotion (for example, using emoticons and acronyms like ‘LOL’).

From a business perspective, etiquette usually stipulates that you respond to enquiries in the same format they were received – return a phone call with a phone call, and so on.

The greatest risk technology presents for communication may be the speed in which we can act and react. This level of accessibility and convenience offers extraordinary opportunities for business, but should be considered with some measure of caution. The old rule still applies – act in haste, repent at leisure!

What are your best tips for effective communication?

I think the most important thing is to understand the value and importance of communication. It’s not just something you pay a professional to do; it’s the way you interact everyday with your family and friends, your suppliers, colleagues and employees, current and potential customers.

If you’re aware of this, and you’re actually conscious of the way you come across to people and how they receive you, that’s a great step toward more effective communication.


This article was originally published in emPOWER magazine in July 2013 at http://www.empowermagazine.com.au/make-your-words-work/

Seven common PR mistakes charities and non-profit organisations make

The doom and gloom financial news of the last 12 months has even the most established non-profit and charity organisations shaking in their boots, tightening their belts and keeping their hands in their pockets.
In an uncertain environment, the public relations budget is often the first to be cut – even though it is, of course, during these challenging times that you most need to promote your work.

The key is learning to be even more clever about your communication. To begin with, Jane Speechley – Director of Canberra-based consultancy Charismatic Communications – has prepared the following list of the seven most common PR mistakes charities and non-profit organisations make.

1. Overlooking the importance of strategy.

This element sits rightly in first position and is probably the most common mistake I see in my work with non-profit and charity organisations.

I can’t impress enough the importance of a sound strategy, yet it is so often written off as ‘something only PR people are concerned with’, or pushed aside for the excitement and appeal of the actual tactics.

Many organisations spend countless hours crafting the perfectly-worded mission, vision or charter – yet without a strategy to guide how these values are integrated and communicated through your everyday work, they’re just words on a page.

A strategy cements your organisation’s purpose and priorities: it provides a roadmap for your future activities, time and resources; and a benchmark against which you can measure ideas and proposals before deciding whether or not to proceed.

Even if you can’t afford to engage a full-time PR professional or agency, find someone to learn about your organisation and develop a strategy that you can implement yourself.

2. Forgetting your non-profit status.

This sounds like a blinding glimpse of the obvious, but many charity and non-profit organisations don’t take advantage of the full range of benefits available to them, to support their communication activities.

These can range from the well-known community service broadcasting to discount rates on advertisements, exhibition stalls and other services, and even access to free online advertising and website analytics. Remember your volunteers can provide vital assistance and fresh ideas throughout the year – not just during peak event and campaign periods.

While not exclusive to non-profit organisations, the internet offers a wealth of useful resources if you know where to look. These might include libraries of free or low-cost images, basic photo and movie editing software, and simple programs to make your own animated web banners.

Share the tricks and tools you find, and ask around for pointers to others!

3. Being afraid to say no.

When a fast-talking, professional and well-intentioned advertising agency rep is on the phone telling you about their big idea for your cause, it can be all too easy to get caught up in the promise and potential without stopping to consider whether this idea will really work for you.

Consumer awareness groups often say, ‘it’s not a bargain if you don’t need it’, and that’s the golden rule here as well.

Hopefully, if you’ve followed step one of this list, you should have a strategy against which you can check your priorities and resources! Regardless, it’s useful to remember there are very few truly free tactics in the world: sometimes the expenses are hidden in the background, and sometimes the greatest cost is to your time and energy.

Responsible management of your resources means sometimes having to say no to those who want to help you.

4. Being unwilling to say yes.

Just in case the previous point leads you down a path of cynicism and defensiveness, it’s important to also acknowledge the value of remaining open to new ideas and being willing to embrace innovation in your communication activities.

Well-established non-profits, especially the larger ones, can be surprisingly bureaucratic in their approaches. However, the way people access information continues to change at a rapid pace and your tactics must keep up if you wish to remain at the forefront.

Some of the most effective and cost-efficient strategies require you to take a small risk and try something that’s new or even a little ‘scary’. In this category you might find social networking, mobile communication, new fundraising ideas and less-common forms of advertising.

It’s unlikely you’ll be able to rely on the same old methods, no matter how well they’ve worked in the past - sure, you might get by, but you’ll never really thrive.

5. Not accounting for human hours.
Often, communication tactics that are low in cost are heavy on the time required to implement and maintain them. Many a cost-effective strategy has stumbled because an organisation hasn’t allowed for the human hours needed for these ideas to reach their full potential.

I’ve prepared numerous strategies for organisations where the available financial resources are minimal or non-existent. When this is the case (and even when it’s not), I ask the client to give me a ‘human hours budget’ – to tell me up front how many hours per week, per person, they’re able to dedicate to implementing the strategy.

I then manage this budget, prioritising and apportioning hours against each tactic, in exactly the same way as I would handle a dollar allocation.

If you wish to take this approach a step further, you might even consider placing a dollar value on your time so your final evaluation more closely reflects the real cost of each strategy?

6. Skipping the evaluation.

Even the most skilled and experienced public relations professionals are guilty of occasionally skimming over the monitoring and evaluation section of their communication plan – and it’s a mistake you make to your detriment, especially when resources are tight.

Put simply, evaluation is how you know what’s worked and what hasn’t, which allows you to best determine where to direct your time and energy in future.

In a pinch, evaluation methods don’t need to be particularly sophisticated but should always focus on outcomes (that is, indications of behaviour or attitudinal change) rather than outputs, such as the number of posters produced or hits on a website.

Simple tricks such as ‘keying’ your communication – that is, using slightly different contact details on each tactic so you can clearly and immediately identify the source of any enquiry – can provide very accurate results at no extra cost.

7. Underestimating the appeal of a good story.

Don’t worry too much if you can’t afford hi-tech gadgets, special effects and flashy campaigns. Research consistently shows potential supporters are most affected by real-life stories and testimonials. Don’t just tell people that you’re doing good work – show them the difference you’re making.

Work out what is unique and compelling about your cause and use it. Can you illustrate your work with images of cute animals? Can you show the improvement you’ve made to one child’s life? Can you provide useful information to benefit a large portion of the community, for example, in preventing bushfires or lowering the risk of cancer?

A well-written, relatable story or example of your work is likely to be your most powerful tool. Include the whizz-bang gimmicks if you must, but not at the expense of your story.

This article was originally published by the Public Relations Institute of Australia (PRIA) in December 2009 (and can be viewed online here).

How to be a good writer

I love to write. If you were to ask me which part of my job I’d be happy to do for the rest of my life – which part of my work feels the least like ‘work’ – writing would be it. 

I’ve always loved a good story, and when I went into business for myself in 2007, the opportunity to do more writing was one of the main reasons. Even more than avoiding the morning peak-hour traffic and working from home in my pyjamas, believe it or not.

Not creative writing, mind you. I don’t have ‘the great Australian novel’ inside my head, just waiting to be poured onto paper. No, short-form, non-fiction writing is what interests me. Feature articles in magazine and the like. While I’d never call myself a journalist (I don’t have the qualifications), I love to learn more about a subject – delve into the research, interview people, find the angle – and then tell the story in a way that really interests and engages people. It’s like getting a little snapshot of another life.

Fortunately for me and my fellow write-o-philes (?), and now that I’m established as a freelancer, one of the skills for which I’ve found the greatest need is writing. Whether producing content for a report, putting together a speech or writing for the web, it seems there is no shortage of demand for concise, reader-friendly writing.

Writing is also an area in which I know many of my colleagues – yes, even the professional communicators – often struggle and lack confidence. We all understand the frustration of knowing what you want to say, but not being able to find the right words to convey your message. Being a good writer is sometimes seen as a God-given talent; you either have it, or you don’t.

But I disagree. I think good writers are made as much as they are born, and I’ve seen the proof, as students, colleagues and friends have developed into excellent writers, over time.

Recently, as I prepared my notes for a writing class I teach, I started to think about what – in my humble opinion – makes a good writer.

Just in case they’re useful – and because it’s a(nother) excuse to write! – I‘ll share my thoughts with you here …

1. Be a good reader

If I could offer any budding writer just one piece of advice, it would be to read. Read voraciously. Consume every bit of information you can find, in as many different formats as you can. Read about subjects that interest you, but read information in formats that you want to write in, too.

This will help you to develop that crucially important instinct for how a piece of writing should read. What I mean by this is, how the lead paragraph of a magazine feature article should sound, versus the opening line of a speech, or a snappy post for social media. You’ll get a feel for what sounds right and what doesn’t – and that skill is priceless. You can learn all the rules in the book, but becoming familiar with good (and bad) examples of writing, in a range of different styles, will make a huge difference to your ability to write with flair.

When you develop that instinctive knowledge, of how to shape information to suit a particular channel or purpose, you’ll be well on your way to becoming a fantastic writer.

2. Be a good listener

This is particularly important if you’re writing in a professional context, in which case, you may be writing for someone else. In my career, I’ve found that most people have a pretty good idea of what they want in a piece of writing – even if they claim they don’t. So when you’re being briefed by your boss or a client, listen carefully to what they say they want from your work. Pay attention when they explain what’s ‘not quite right’, or what’s lacking, at the moment. Listen to the sorts of words they use, as these will give you an idea of the style and tone they’re after.

For example, words like ‘positive’, ‘active’ and ‘forward-thinking’ will help determine your sentence and paragraph structure. You probably don’t want to lead with a problem or a negative experience, in this example. It will also tell you what kind of language you should be using, in this case, avoiding sharp or jarring words that have negative connotations.

Listening skills are also very important when writing for other purposes too. Fail to listen properly, and you could miss a throwaway comment from an interview subject that would send your story in an entirely new and exciting direction. Don’t listen to a speech or script read out loud first, and you could inadvertently trip up your spokesperson with a word that’s difficult to read or pronounce under pressure.

As they say, you’ve got two ears and only one mouth for a good reason.

3. Recognise that writing is a skill

Because we learn to speak and read and write from such a young age, I think people think writing is something that should come to them ‘naturally’. They forget that writing – like any other skill, such as mastering a new computer program or participating in a sport – is something that can be learned and taught.

So don’t be too hard on yourself if you’re not ‘naturally’ a good writer. Some of the best writers in the world probably weren’t either, until they did enough writing to become quite good at it. Now, you may not be willing or able to dedicate the time and energy required to become a truly brilliant wordsmith, but that’s okay. You just need to be good enough. That is to say, you just need to reach that critical point where you’re able to get whatever is in your head down on paper (or screen), in a way that makes you happy.

Which leads me nicely to my next point: of course, accepting writing is a skill means it’s also something at which you can improve with effort and practise. Find opportunities to write in your current profession. You don’t have to sit down and churn out an article every night. Put a little more effort into crafting your social media posts – and see how your friends respond! Try writing a really succinct and articulate comment beneath an online news article that interested you. Pay more attention to how you come across in emails, and see if you can make any improvements.

Remember, good writing will always be a battle if you view it as something you switch ‘on’ and ‘off’. Bad habits are easy to develop, and hard to change. Work to develop and keep up the good habits instead.

4. Know the rules before you decide to break them.

Yes, I know the rules are a little different now, thanks to modern communication, and that texting and email communication has fundamentally changed the way we speak to each other. And I agree that language should be a dynamic, evolving thing that reflects shifts in our broader society. But I do think you should know all the rules, even if you’re going to (consciously) break them later. Know the basic tenets of grammar, or at least the ones you encounter on a regular basis. Learn to spell correctly so you’re getting it right most of the time, even if you still make the occasional mistake.

When I correct my students on spelling or grammar, I often hear a plaintive, ‘but you KNOW what I meant!’. My answer to this is three-fold.

Firstly, no, you can’t assume I know what you meant – there are many examples where incorrect spelling or grammar can confuse, and even completely change, the meaning of a sentence.

Second, poor writing distracts and detracts from the content you’ve written. Chances are, if you’ve taken the time to write something – however brief it may be – it’s because you want someone to read and understand it. So it’s counter-productive to then force your poor reader to work so hard to ‘get’ what you’re trying to say, that you risk them deciding they can’t be bothered.

Finally, any time someone reads something you’ve written, they’re not only receiving the messages you’ve intended – they’re also forming an opinion about you. In the same way a listener judges your body language while you’re speaking, a reader might be judging your skill as a writer as well as your value as a professional or employee more broadly, and even your individual personality traits. 

Think about what poor spelling and grammar might say about the author. Lazy? Poor attention to detail? Careless? Then think about whether that’s really the impression of you that you want your boss, teacher, colleagues and friends to have. First impressions count.

Careless whispers: Five tips for handling gossip

People who are the subject of gossip – as well as those who perpetrate it – can learn from the ways in which larger organisations handle a reputation crisis.
Gossip relates closely to reputation, because your reputation is determined by three things: what you say, what you do, and what others say about you.

As children, we’re taught that ‘sticks and stones can break your bones but names will never hurt you’. However, you only need to look to the stock market to see the significant influence rumours and gossip can have on well-established companies.

Not surprisingly, the impact on an individual when people in their workplace and social networks turn against them can be devastating.

Gossip can be particularly difficult to address, because by its very nature, it takes place out of sight and out of earshot.

Furthermore, the speed and ease of communication in this modern age – thanks to the internet and social networking especially – mean that cruel or thoughtless words can be shared with the world in a matter of minutes.

Based on my work helping businesses to manage their corporate image and risks to their reputation, I’ve put together the following tips.

If you’re the victim of gossip:

1. Have a good reputation to begin with.

A good reputation is like liability insurance. You should think about your reputation as your own personal brand, and protect it in the same way organisations protect their brands. We all realise everyone makes mistakes and anyone is capable of making a bad choice or decision. However, it’s a good idea to be aware that the way you look or behave is going to affect the way people perceive you.

2. Decide upon a strategy.

If you’re unfortunate enough to become the subject of gossip, decide up front how you’ll respond. Will you take the higher ground and refuse to engage? Or will you address the rumours at their source in a firm yet friendly way? If so, how? Think carefully about your response. There’s not a single ‘right’ answer, and you may need to adapt your strategy as time goes by. If nothing else, having a plan of action can make you feel better prepared and stop you from making impulsive decisions.

3. People love a scandal!

If you do decide to respond to the gossip, do so in a very careful, calm and controlled manner, and stay tightly focused on the facts. Remember, a rumour is just a rumour until you react; then you make it real. Gossip is like news and it becomes more interesting when there is human emotion, drama and conflict involved. Responding with arguments and tit-for-tat will only attract more attention and that’s exactly what the gossipers want!

4. Perception is truth in the eyes of the audiences.

While you don’t want to create more drama, I advise the organisations I work with that it’s rarely a good idea to say, ‘no comment’. If people have incomplete information about a topic, they’ll find ways to fill those gaps in the knowledge and this is the environment in which rumours and gossip thrive. Worse still, false allegations can soon become as good as fact to the people who hear them, if they’re not corrected quickly and comprehensively.

5. Keep your crisis in perspective.

Much gossip isn’t actually intended to be malicious. Many people gossip as a way of building connections with their friends and colleagues, because they’re lacking in social skills, or because they’re insecure themselves. The good news is, if dealt with swiftly, gossipers tend to move on quickly. And in the case of big business, research shows it’s actually possible to come back stronger and even more profitable after a crisis. Remind yourself, no matter how bad it seems at the time, ‘this too shall pass.’

If you’ve been caught gossiping:

1. Stop!

It sounds obvious but the first and most important thing you need to do is, stop gossiping! Make a conscious effort to catch yourself when you fall into old patterns, and either walk away, change the subject or state outright you don’t want to continue gossiping. Learn also to recognise the situations in which you’re more likely to gossip – is it when you’re spending time with a certain group of people? Is it when you’re bored? Know these triggers, and then avoid them.

2. How is it bad, and how bad is it?

Many people dismiss gossip as ‘harmless fun’ but don’t kid yourself; it can and does have serious consequences for those affected. Gossip is almost always untrue and can literally ruin someone life, with loss of employment, damage to relationships and even self-harm not uncommon. If you have a tendency to gossip, think about the damage you could cause and how great the cost could be before you continue.

3. Apologise, apologise, apologise!

Taking responsibility for your mistake and offering a sincere apology will get you a long way toward earning forgiveness. Remember, in our media-savvy society, most people are quite familiar with the art of the ‘non-apology’. We’ve all seen the fallen celebrity on television who “regrets that any offence was caused by their actions.” Genuine apologies don’t contain excuses – no ‘if’s or ‘but’s.

4. Time is not your friend.
On the whole, most people are quite forgiving and it is possible to recover your reputation when you’ve been caught doing the wrong thing; but you need to act quickly to make amends. They say time heals all wounds, but old grudges are hard to let go too! The golden rules are act quickly, be open, be honest, and be available (don’t just hide and hope it all blows over).

5. Reflect upon the way you’re going about your business.

Most people have said or done something they regret in their life. However, if you find yourself apologising too often, you may wish to think carefully about your behaviour, what’s it’s saying to people about you, and the impact it’s having on others. Do you want to be known as someone who is honest, trustworthy, productive and credible? How do your goals for yourself fit with your tendency to gossip?