In this article reported in my online newsletter, Crisis Manager: The Internet Newsletter About Crisis Management, Jim Lukaszewski has given us a clear view of what we all know: sometimes what is said is not what is meant. Unfortunately, the meaning is usually very clear to the listener.
When responding to a crisis too often the curt, short answer convey a message that is unresponsive and damaging to the company. Be sure to read the full article, He Said, He Meant, He Should Have Said in the January 15, 2009 issue of my newsletter.
Oh, and by the way, the ezine is free!
JB
Jonathan Bernstein
www.bernsteincrisismanagement.com