In today’s complex world, assigning blame before the facts are in can result in dangerously inaccurate conclusions. Many accidents that occur have numerous levels of complexity which include human error, technology, timing, weather, communications, and endless permutations of each of these dimensions.
Before having a handle on the facts regarding last week’s catastrophic airplane crash, President Trump blamed Diversity, Equity, and Inclusion. He then blamed Obama, Biden, the Democrats in general, and former Secretary of Transportation Pete Buttigieg.
Trump said, “I put safety first. Obama, Biden, and the Democrats put policy first, and they put politics at a level that nobody has seen because this was the lowest level. Their policy was horrible, and their politics were even worse.”
Then Trump recommended that the most brilliant people with the most supreme mental superiority and fitness must be in these life-or-death positions. How do you know if you have the best people? Get rid of the diverse, the women, the disabled, the mentally challenged and stock up with capable white males.
Here’s what Maryland Democratic Senator Chris Van Hollen, said: “We’ve just experienced a great tragedy, and the President of the United States has already rushed to politicize it—jumping to outrageous conclusions and undermining ongoing investigations.”
Former Secretary of State Pete Buttigieg suggested that Trump should look at some of his own actions before condemning others. Buttigieg noted that shortly after Trump took office one of his “first acts was to fire and suspend some of the key personnel who helped keep our skies safe.” He continued, “As families grieve, Trump should be leading, not lying. We put safety first, drove down close calls, grew Air Traffic Control, and had zero-commercial airline crash fatalities out of millions of flights on our watch.”
Trump tends to lash out in fear when he isn’t in control of a situation. When Covid was rampant, at one of his press conferences he suggested harebrain cures off the top of his head. After last week’s tragedy, his answer was to get rid of diverse people and replace them with superior white males.
So, what is the right way to communicate in a crisis situation? I have helped many clients with these issues. Here are just a few suggestions.
Focus on what you know for sure.
Communicate honestly, openly, and consistently.
Listen to the experts and let the experts speak on complex issues.
Whatever you do, don’t jump to conclusions before all the facts are in. and don’t pretend that you have all the answers.
Monitor and engage with public feedback.
Designate a key spokesperson (in this case, the administrator of the FAA might make sense).
Use multi-channel communication systems.
Ensure that you have an empathetic and trustful set of communications for those primarily affected by the crisis. Identify all target audiences and develop communication plans and appropriate vehicles for each of them. Repeat and reinforce key information.
Stress that the goal will be to ensure that after the facts are in, a team will be put in place to develop protocols and processes to ensure that this tragedy never happens again.
Conduct post-crisis evaluations and develop follow-up communication plans.
John F. Kennedy once said, “Let us not seek the Republican answer or the Democratic answer, but the right answer. Let us not seek to fix the blame on the past. Let us accept our own responsibility for the future.” Sounds like a good idea.
Maria Grant was principal-in-charge of the federal human capital practice of an international consulting firm. While on the Eastern Shore, she focuses on writing, reading, music, and nature.
Ed Plaisance says
Excellent comments.
I have a narcissist in my family, so I know all too well that these points will never be taken on board by Trump. The blame is always elsewhere.