The Leading in a Crisis Podcast – Details, episodes & analysis

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How do you keep your team going when every second counts and the stakes couldn't be higher? Join us as Amanda Coleman, a press officer with the Greater Manchester Police at the time the incident occurred, shares her gripping experience managing the aftermath of the Manchester Arena terrorist attack. Amanda opens up about the initial misjudgment of staffing needs, the rapid burnout of her team, and the critical lessons learned from the delay in requesting help. She provides a vivid recount of the logistical challenges and the emotional challenges of coordinating political visits, family support, and public unrest.

Amanda doesn't hold back on discussing the emotional and logistical hurdles faced by senior leaders during such traumatic events. Discover the human touch she maintained even while delivering press briefings under immense pressure, and the surprising significance of a simple prop that provided emotional stability. Learn about the rare unity within the organization immediately following the attack, and the intricate balance needed to manage community relations alongside high-profile visits like that of Prime Minister Theresa May without disrupting critical operations.

The mental health toll on crisis responders and affected communities is a focal point in this episode. Amanda sheds light on the often-overlooked issue of PTSD among responders, sharing valuable lessons on recognizing the signs and encouraging individuals to seek help. Hear her insights on keeping affected individuals at the center of the response, the need for flexibility in crisis plans, and the importance of long-term support. This episode is a must-listen for anyone looking to understand the complexities of crisis management and the critical importance of mental health support.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On today's episode we take you back to a terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and  injuring hundreds more. The Islamic State claimed responsibility for the attack.

Our guest today, Amanda Coleman, served as the lead press officer for the Greater Manchester Police during that incident.  That agency managed the initial response, which quickly escalated to a national incident with Cobra activation at 10 Downing Street. (Cobra is the UK government's highest level of government response to an incident, and includes the Prime Minister and key cabinet secretaries.) Amanda shares with us her experiences managing the communications team and facing the many unexpected challenges associated with a terrorist attack in her community.

ow do you effectively manage communication during a catastrophic event? Tune in as we uncover the strategies and experiences of Amanda Coleman, a veteran crisis communication specialist. Amanda shares her extraordinary journey navigating the immediate aftermath of the 2017 Manchester Arena bombing. She details the critical steps she took to ensure accurate and timely information was disseminated, the importance of preparation and collaboration among emergency responders, and the unique hurdles posed by the incident and the city's geography.

Amanda offers invaluable insights into balancing the emotional needs of grieving families with the demands of an ongoing police investigation. Discover her improvisations when an emergency hotline failed and the significance of providing emotional support to both the bereaved and responders. This episode provides a compelling look at the multifaceted, human-centered approach to crisis communication during one of Manchester's most challenging times.

Amanda has published two books on crisis communication strategies and more routine communication strategies. You can purchase those books at Amazon here.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, Tom and Marc review the communications coming out from the various parties involved in the Francis Scott Key Bridge collapse in Baltimore.

This is a complex response involving numerous federal, state, and local agencies, with communications coming from several different groups. Tom and Marc parse through the communications and offer insights for crisis communicators monitoring this large scale response that has more than 20 persons staffing the joint information center. We have also seen communications from the US Army Corps of Engineers, the State of Maryland, local entities, and the ship management company. How does it all blend together in this high-profile incident response? Which crisis website technology platform is being used to run the online communications? Tom and Marc offer their observations and insights.

For more information about the podcast, reach out to Tom and Marc:
tom@leadinginacrisis.com
marcmullenccc@gmail.cocm

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Steer clear of the political quagmire and keep your brand afloat during election season! Join host Tom Mueller and guest Kathy Leach from Brand Insights as we traverse the complex terrain of brand risk management amidst the uproar of political campaigns. Discover essential strategies for maintaining your company's integrity without becoming collateral damage in political warfare. We're getting down to brass tacks on staying informed and strategic with your brand's messaging, the art of monitoring social chatter, and the finesse of working with legal and PR mavens to sidestep potential pitfalls. 

The conversation doesn't end there; we're tackling the tightrope walk of brand communication when the winds of controversy blow. Learn how to articulate principled stands on hot-button issues, anticipate the public reaction, and construct responses that strike a chord with your audience. Kathy and I lay out the blueprint for an effective crisis team and the creation of a 'war room' to manage crises with precision and speed. 

You can reach Kathy Leech via email at: Kathy@brand-insights.net

Reach Tom Mueller at: tom@leadingingacrisis.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Join us for an engaging conversation around risk communication - not the same as crisis communication - with Ann Hayward Walker, a seasoned scientific advisor who has worked major incidents including Deepwater Horizon and Exxon Valdez. Ann has spent many years exploring how people process perceived risk and how an incident management team can effectively communicate around risk issues.  How does she recommend managing the difficult issue of risk communication? Hint: It isn't through the PIO or Liaison teams. Emotion plays a part in connecting with a community that has suffered a major incident, yet it can get in the way of information flow. Ann also tells us why she prefers information to facts in an emergency response context. There's a lot to unpack here. Please join us!

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Unlock the secrets to building unshakeable trust between companies and communities with our expert guest, Mary Sue Knowles. With over two decades of expertise, Mary Sue unravels the significance of community advisory panels (CAPs) for effective crisis management and the cultivation of long-term relationships. This episode is a goldmine for anyone looking to understand the sheer power of open dialogue and genuine engagement in forging community partnerships that withstand the test of time and turbulence.

Join us as we navigate the intricate process of forming CAPs, selecting the right members, and establishing a dialogue that outlasts the immediacy of regulatory approvals. Mary Sue walks us through the stark differences between a community with a CAP in place and one caught unprepared in the face of crises, with vivid examples drawn from recent headlines. By the end of our conversation, you'll grasp why CAPs aren't just good practice—they're the proactive bridge that connects industry to community, ensuring that even in the midst of storms, communication remains clear and conflicts are skillfully mitigated.

For more information about CAPs, contact Marysue Knowles at: mknowles@knowlescommstrategies.com

To share feedback or submit a guest recommendation, contact Tom Mueller via email at tom@leadinginacrisis.com.

To reach Marc Mullen for help with your crisis communications plan development or review, email him at mmullenccc@gmail.com.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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On this episode, we discuss the value of using live, interactive social media simulation for a realistic experience during crisis training exercises.  We're joined by Geoff Paddock, a journalist-turned-communications expert based in the UK, who brings a wealth of experience in the nuclear and chemical sectors. With Geoff we dissect how digital crisis simulations provide an unparalleled level of realism and urgency that paper-based methods can't match. Our discussion takes you behind the scenes of tailoring high-stakes simulations to an organization's specific nightmare scenarios, helping teams plan their communication strategies in a safe training environment.

We discuss the STORM simulation platform, which Geoff pioneered and operates for crisis training exercises with clients around the world.

For more information on the STORM platform and crisis simulations, you can reach Geoff Paddock via email at: geoff@gpmedia.co.uk.

Other contacts for podcast information:
Tom Mueller - tom@leadinginacrisis.com
Marc Mullen - marcmullenccc@gmail.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Crisis strikes without warning, and the mettle of non-profits is tested in the heat of the moment. This is part 2 of our sit down with Randy Sumner, the seasoned crisis management expert with a wealth of experience from his days as a television news journalist to his current role as an executive coach and crisis trainer at WPNT Communications. We dissect the critical strategies that non-profits and NGOs must employ to weather the storm, using the harrowing Lakewood Church shooting as our touchstone. Randy's insights into the necessity of a robust operational response, regardless of the size of your organization, are not just enlightening—they're essential listening for anyone at the helm of a non-profit.

To contact us here at the podcast, please reach out to:

Tom Mueller - tom@leadinginacrisis.com
Marc Mullen - Marcmullenccc@gmail.com
Randy Sumner - rsumner@wpnt.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Discover the crucial elements of crisis management for nonprofits as Randy Sumner of WPNT Communications joins us to unravel the complexities these organizations encounter during turbulent times. Our enlightening discussion ventures into the necessity of meticulous preparation and the adoption of transparent practices to safeguard public trust and ensure financial vitality. Randy, drawing from a wealth of expertise in media and crisis training, warns against the peril of over-reliance on the inherent virtue of a nonprofit's mission when facing scrutiny. Listen to how the interplay between timely response and sustained public confidence can drastically shape an organization's future.

Use the following addresses to contact Tom, Marc, or our guest today Randy Sumner.

Tom Mueller - Tom@leadinginacrrisis.com
Marc Mullen - Marcmullenccc@gmail.com
Randy Sumner - rsumner@wpnt.com

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

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Join the conversation with Tom Mueller and Mark Mullen as we dissect the high-stakes world of crisis management, offering a rare glimpse into Boeing's strategic playbook during the Alaska Airlines incident. Through the lens of crisis communication experts, we unravel the complexities of swift, competing responses amidst public scrutiny and the 'fog of war' that often clouds crisis situations.

Our latest podcast episode takes you behind the scenes of Boeing's handling of the Alaska Airlines incident. We debate the  timeliness and appropriateness of their response to this near-catastrophic incident. We critically analyze their decision to implement a safety stand down and the CEO's strategy of engaging with the crisis head-on. And we also discuss the tactic of leaking internal meeting content to key reporters in order to gain positive media coverage.

We also discuss Southwest Airlines' approach to crisis communication following an in-flight incident and fatality two years ago. Join us as we dissect these case studies and offer invaluable insights into the complex world of crisis communication in the aviation industry.

We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.