Managing your reputation from the inside out. Keeping your reputation spotless conference, 21 May 2014.

Mini masterclasses:1. Gaining goodwill2. ‘We regret to inform you…’

Good delivery of bad news 3 Leading staff in a crisis

How do you create a culture where staff feel accountable for the reputation of the charity?

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Good ways to deliver bad news

Top tips

1.Set the scene 2.Who is the messenger? 3.Face to face4.Messages - just say it 5.It’s okay to talk!

Leading staff in a crisis

Before a crisis

• What issues might you face?

• How do you prepare?

During a crisis

• Be quick

• Get your message straight

• Put people first

After a crisis

• Keep your promises

• Show you’ve kept them

• Learn from the issue

Wrap-up: putting it all together