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.
We’ve all heard the phrase, “it only takes one bad apple to spoil the bunch,” and while much of the time this can ring true in an office environment, it really doesn’t have to.
If you have someone in your office that you feel has a “negative” attitude toward work, this is a huge red flag for you as a leader to look around and make sure that all of your employees are satisfied with their positions and the work environment. Chances are, the negativity or frustration is affecting more than one person. This is where relationship building comes in and the importance of actually getting to know your employees. Not just their names, but actually who they are.
Let me give you an example. Many moons ago I worked as a retail manager. While in this position I was transferred to a new store, a store that already had their own culture and employees who were used to a certain management style. Let’s just say that the change in management did not go over well with employees, because after all, adding someone new into the mix, especially a newly promoted manager, can be a hard thing to adjust to. Instead of letting the defiant attitudes get me down, what did I do? I got to know my employees. I learned about who they were, what they liked to do for fun outside of work, and most importantly what their aspirations were for their careers. I listened.
What I learned from all of that is that, like customers, frustrated employees simply want to be heard. They want to build that rapport with their managers so that they can go to them with any issue they may be facing, because they then know that their manager will look out for them and get things done. So while you must listen, you also must show that you follow through with your promises. Never make promises you can’t keep. This is what makes a good leader.
So here’s a list of some suggestions for how to become a better leader and cut out office negativity:
- Get to know your employees and build a lasting rapport with them.
- Listen to them. This is where that open door policy that everyone talks about comes in.
- Show them that you are a doer not a don’ter, because the minute you promise something to an employee and don’t follow through, you lose their trust.
- Finally, ensure that you are treating your employees as well as you treat your customers.
In my opinion, dedicating yourself to these steps will help to cut out any negativity that may invade the workplace. Treating your employees as well, if not better, than how you treat your customers will give them the motivation to succeed, contributing positively the organization’s goals.
That’s just my two cents. What are your thoughts?