Like many American’s I am pretty much obsessed with the confident television phenomenon that is Scandal’s Olivia Pope. As a communication’s professional, it’s hard for me to not want to be her. She’s confident, she’s smart, and she’s basically everything that you would want in a crisis management professional. So instead of ranting about how great the show is, I’ve opted for informing you on some of the things that I’ve learned from Scandal that directly translate to real-life communications situations.
- Never Tell a Lie
This is probably the most important one, especially for government employees. In government as well as the business world, it is vital that you maintain transparency with your public. The days where “no comment” would suffice are no longer here. “No comment” has warped from a way to avoid responding to a topic to a term that evokes wrongdoing and gives your public the impression that you are hiding something. So, don’t ever use that. Instead, stick with the truth. Don’t make anything up, don’t stretch the truth, simply state the facts that you do know. And if you don’t know how to answer a question, it’s perfectly OK to respond to someone by telling them that you will get back to them. But, let me emphasize that you MUST get back to them. You can’t leave them hanging.
- Always Have A Backup Plan
Another important thing that Olivia Pope does is that she develops multiple plans. It is vital for organizations to formulate crisis plans so that they are prepared to respond to just about any scenario that they may come across. If your organization does not already have a crisis plan in place, say something. Lead your organization in the development of a plan, the creation of a crisis team, and acquire or reach out to obtain the necessary resources that are necessary in implementing something of this magnitude. It is far easier to respond to a crisis when there are already steps outlined on how to respond. If you have no plan in place, you are relying on your reactions and emotions to formulate a plan at the last-minute, and this has the potential to add to the crisis rather than help to solve it.
- Confidence is Key
I feel like that phrase is strong enough to use on its own, however I will elaborate a bit so you see where I’m coming from. In a crisis scenario it is vital that you choose a confident spokesperson to respond to the community about what is not only happening, but also what is being done to solve the problem at hand. The spokesperson needs to not only believe what they are saying, but they need to be empathetic with their audience, letting them know that the situation is being handled and that there is nothing to worry about. Sometimes all it takes is a little confidence to reassure the public that they are in good hands. There’s nothing worse than having an unconfident spokesperson, as their lack in confidence in themselves translates to the community as untrustworthy and creates panic and worry in a crisis scenario. Both things that you do not want proliferate.
- No One Is Perfect
Always remember, no one is perfect. Not even Olivia Pope or Mary Poppins (who was only practically perfect). We all have our faults and we all make bad decisions every once in a while. It’s how you respond to these bad choices that makes you a good leader.
- Be a Gladiator
Finally, this is my favorite take-away from Scandal, “be a gladiator.” Get out there and be a leader. If you see something wrong within your organization or if you have an idea on how to improve something, be a gladiator and take the necessary steps to lead your organization down the right path.