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www.arch-comms.co.uk. Who Am I?. Matt Youdale. www.arch-comms.co.uk. Words of Wisdom. “We are masters of the unsaid words, but slaves of those we let slip out.” “If thought corrupts language, language can also corrupt thought.” - PowerPoint PPT PresentationTRANSCRIPT
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www.arch-comms.co.uk
Matt Youdale
Who Am I?
www.arch-comms.co.uk
“We are masters of the unsaid words, but slaves of those we let slip out.”
“If thought corrupts language, language can also corrupt thought.”
“Words without thoughts never to heaven go.”
Words of Wisdom
Anon
www.arch-comms.co.uk
Today
Relationships
Media ChangeCrisisStaff comms
Good practice: theory and tools
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CONTENT saying what needs to be said
CONFIDENCE saying it well
CONTEXT saying it appropriately
CONSISTENCY saying it so there is no doubt
CONNECTION saying it as part of a conversation
= CONTROL saying it to maximum effect
C is for Communication
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AudienceMessage
CommunicatorContextLanguageToneChannelCounter messages
It’s not just the words…
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The Prism in the Workplace
Communicator Who’s good, who isn’t?
Context Where’s the baggage?
Language Human not corporate, ‘we’
Tone No negative emotion
Channel Not one size fits all
Counter messages Do your words resonate?
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Communicating to Engage
CEO Shop floor
Where is the communicator on this line?
?? ?? ??
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Difficult Situations
Consistent messaging Shape up frontSegment audiences Tailor messagesLittle and often Keep lines openDialogue Must be 2-wayNo emotion Stay coolMoral high ground Be reasonableNo confrontation Counter subtly
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Dealing with the Media
Stay in Control Buy time, use your experts
Prepare Anticipate tricky questions
Use key messages What really matters?
Understand Assume zero knowledge
Language Be human, use sound bites
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Message The point you want to make
Fact(s) …to back it up
Keep it real What does it mean for people?
Key Message Formula
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Making it EasyShort sentences No more than 25 words
No dense text Can it be scan read?
Use key messages They are your anchor
Does it feel right? Flow, language, tone
Consistency Style, format, brand
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It’s not just the words….
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Good Practice Checklist1. Apply key messages consistently2. Know your audience(s)3. Be human above all else4. Always explain5. Use your good communicators6. Little and often7. Get the language and tone right8. If it’s difficult, keep the emotion out of it9. Promote dialogue10. Counter but do not confront