The issues we have witnessed in recent months around covid-19, social unrest and economic uncertainty have affected all markets and companies around the world and challenged our ways of living and working.

Many companies will already be using a risk management heat map, dashboard or register to identify business issues, determine mitigation measures, assign internal owners and monitor on-going progress. However, to what extent are communication risks included? Company research conducted by Deloitte gives a mixed picture and no doubt many still focus primarily on operational and financial risks.

As we move out of covid-19, and re-adjust to the new way of operating, all companies will need to consider:

– How well they performed as a business and communicated with their employees, customers, suppliers and other stakeholders throughout lockdown?

– What operational, financial and communication goals will need to be delivered in the next 6-12 to months to achieve company prosperity and maintain mutual trust with key stakeholders?

– Any additional measures that are required to bridge the performance gap and mitigate business risk from future pandemics or environmental, political and societal issues?

Risk registers are gaining prominence as an invaluable business tool but must be relevant, kept up-to-date and include communications as a strategic focus area if they are to help provide answers to the above. Managing communication risk underpins strong effective corporate governance, strengthens stakeholder engagement and protects brand reputation. Spoken Word is here to provide an independent assessment on identifying and mitigating any aspect of communications risk.

The time is now for a renewed focus on risk communication!

The post The Continued Rise in Prominence of Risk Registers first appeared on Spoken Word Communications.

“I think the biggest thing corporations will face this fall will be a great test in their abilities to be flexible.  For as long as we can remember, corporations have done an excellent job of instituting policies and procedures to guide their businesses.  As we’ve seen these past few months, those are now having to be rewritten on the fly. This is a huge challenge, which I equate to stopping a train once it’s rolling full speed down the tracks. It’s not an easy premise, but those that can adapt and be flexible in a timely manner will see success at a much greater level than those who can’t react in a timely manner.”

-Dave Scallan, Principal, Spoken Word Communications

“The 2020 Covid-19 pandemic has brought a profound global change in how society works, learns, and lives. I believe part of the reason why the massive protests in response to the recent cases of police brutality have gained such strength, is due to the anxiety and challenging time millions are facing. While companies have been vocal in supporting the Black Lives Matter movement, true change will only happen if actions are set in motion. Will companies incorporate professional development and/or recruitment programs designed to include more minorities? Will we see more members of boards, C-Suite executives, and executive leadership teams who look more like America?

The lock-down brought by the pandemic has also tested technology like never before. Undoubtedly, there will be another pandemic, natural disaster, or social unrest. When it happens, entities may want to question if they have supported their employees enough to perform their duties in a virtual world to deliver their services effectively.”

– Claudia Deschamps, Senior Counselor

“In the next few months, what should be ‘business as usual’ planning for all organizations, is fast becoming ‘business unusual’, with any many leaders questioning what lies on the road ahead with covid-19, social unrest, cyber security, economic and political uncertainty – and the impact on employees and their well-being.

To mitigate risks and identify business opportunities, companies need to focus on those areas they can influence directly such as: reviewing their operating practices to ensure they are ethical and deliver value-for-money; monitoring their markets closely for any changes, and maintaining open dialogue with customers, suppliers and staff to strengthen mutual trust.”

-Clive Hawkins, Senior Associate

The post Spoken Word Experts Weigh In: What’s Next for 2020 first appeared on Spoken Word Communications.

Over the last four months, a series of training articles have been published in Credit Management, the magazine of the Chartered Institute of Credit Management and largest recognized professional body in the world for the credit management community. Its 8,000 members received insights from Spoken Word on key topics including: how to craft a powerful presentation, captivating audience interest from the start, and making presentations memorable.

Spoken Word Associate for UK & Europe, Clive Hawkins, said: “As we move out of the COVID-19 lockdown, all organizations will need to re-engage with their key stakeholders. Credit Management and collections professionals need to be confident public speakers and capable of delivering powerful presentations to influence opinion and help position their organization ahead of others, as this will be fundamental to future business success.”

The editor of Credit Management, Sean Feast, commented: “The insight from Spoken Word has been particularly well received at every level. Whether you are new to credit management, or an experienced professional, being able to capture and retain an audience’s attention is essential to relaying important information about yourself or your business. The advice provided will help our members learn new skills, or benchmark existing talents against best-practice.”

For more information on how your organization can benefit from Spoken Word’s training programs, contact:dave@spokenwordgroup.com.

The post Public Speaking – love it or loathe it? first appeared on Spoken Word Communications.

The post Midstream company trusts Spoken Word to help prepare for an angry public first appeared on Spoken Word Communications.

Next up, for the more “adventurous” ones, is a climb to the top of the world-famous Sydney Harbor Bridge. After suiting up in their special suit (which assures nothing falls from the bridge), it’s time to make the one-hour climb atop the massive steel structure for what can only be termed as one of the best views in the world. I treated my sister to a trip to Sydney for her 21^st birthday, so she was more than happy to flash a 21 once we got to the top. And yes, cameras are allowed on the climb but that’s about it for what they will allow you to take up with you.

The Opera House and Harbor Bridge both overlook Sydney Harbor, but there’s also Darling Harbor, which is lined with restaurants and shops and is a must visit as well. Like most major cities, Sydney has a Red Bus tour available for tourists, which I typically frown upon (I like to navigate a city myself), but for Sydney I recommend due to its massive size and lack of good public transportation.

One stop the Red Bus will take you is perhaps the most famous beach in the world, Bondi beach. Packed with people on any sunny day, the beach is “shark proof” out to about 50 yards into the sea. Outside of the shark barriers, swimmer and surfers take the risk of an encounter with Sydney’s most famous underwater predator, and there is certainly no shortage of news stories every year from those who ventured further out than they should have and paid the price.

The only slight negative about Sydney is the prices. It’s one of the most expensive cities in the world, especially when it comes to food and drink. While Australia is a massive country, they unfortunately still must import a lot of their food items, thus driving up the price. However, there are deals if you look hard enough and don’t mind eating somewhere without a view. One thing that was worth paying for when we were there was watching the world’s largest fireworks display from underneath the Sydney Harbor Bridge. It was a once in a lifetime opportunity that we will remember forever and was well worth the cost.

You won’t have any trouble finding things to do or places to see when you go to Sydney. It’s an unbelievable city with a culture all its own. I’m sure you will enjoy it just as much as I did. Until next time, safe travels!

The post Destinations with Dave Sydney, Australia: Take a Virtual Tour of the Land Down Under first appeared on Spoken Word Communications.

Each of us have been inundated with emails from brands with their action plans to combat COVID-19. It’s great to communicate, but what happens when everyone is saying the same thing?

At a recent media training, we were diving into the true meaning of the term “thoughts and prayers.” Like a lot of kneejerk phrases, it’s lost its meaning.

A training participant raised her hand and offered, “I’d say the same is true for top priority.” The group groaned in resigned agreement.

I hadn’t thought of it before she raised the issue, but in a crisis, especially if you are caught unprepared, so often we resort to the first words that pop into our brain. We don’t have the time and space for creativity or second thoughts, so we stick with the first ones that come into our mind.

“Safety is our top priority…” or “The safety and security of our employees is our top priority…” pepper crisis statements and the dozens of emails we’ve received over the course of the past week of COVID-19 news.

Spoken Word is here to help. As soon as you finish reading this post, open your crisis plan documents and search for “top priority” or “highest priority.” Wherever you see this overused phrase, replace it with one the following phrases. Now, your audiences will know you took the time to truly make your communications a top priority.

• Our commitment to (priority) is unmatched.
• We focus every day on (priority).
• Our daily operations center around (priority).
• We do everything we can to (priority).
• (Priority) is at the top of our list.
• We are putting (priority) first.

In our age of transparency, we must be authentic in our communications in order to cut through the clutter.

The post Six Ways to Say Top Priority first appeared on Spoken Word Communications.

COVID-19 is all we are talking, reading and hearing about. Here’s our first hot take on how leaders around the world are handling this crisis, which is sure to be studied for years to come.

“I think the biggest question our clients have been asking me is how much they should communicate.  My advice thus far to them has been I would much rather them lean on the side of over-communicating versus under-communicating.” – Dave Scallan, Founder and Principal

“The cloud of initial medical misinformation surrounding COVID-19 demonstrates the void that occurs when there is no one credible subject matter expert speaking during a complicated crisis.” – Beth Archer, Managing Director, Crisis Practice

“Here is my equation for organizations and leaders to follow during periods of crisis:

Compassion + Competence = Credibility

Transparency + Truthfulness = Trust.

Conversely a lack of compassion and competence equals a lack of credibility and a lack of transparency and truth equals a lack of trust. Organizations and leaders who understand this will distinguish themselves.” – Ralph DeSantis, MPA, APA, Senior Counselor

“So many lessons to be learned about how society has responded to COVID-19! In terms of information, I believe this crisis will make many businesses and organizations re-evaluate their technical infrastructure, systems, chain of command, and tone. Every day provides an increasing number of examples of agencies communicating differently. At the end of the day, one can only hope that the decision-makers at corporations that did not communicate proactively, learn from their mistakes.” – Claudia Deschamps, Senior Counselor

“Transparency is everything in a crisis. The need for open and timely communications to deliver key messages effectively, provide factual updates and keep audiences on side in the fight against coronavirus were major factors in the UK Government’s decision to change their stance and start holding daily televised briefings.” – Clive Hawkins, Senior Associate

The post Hot take: Spoken Word Experts Observe COVID-19 Communications Efforts first appeared on Spoken Word Communications.

This was the situation a private bank found itself in when, at the center of a highly charged political environment in Malta, it became embroiled in government money-laundering allegations and had its banking operations called into question. 

Background 

Malta assumed the EU Presidency in early 2017 and had a high international profile. However, allegations of financial wrong-doings involving one of its newly established private banks, led many to question the country’s due diligence approach and appropriateness as a banking global hub; ultimately contributing to a hastily called government election later that year.

As a financial institution and regulated entity in Malta, the bank operated to strict financial and regulatory disclosure rules which prohibited them by law from commenting on any clients, transactions or regulatory interactions. The banking allegations led to the bank coming under huge public scrutiny, receiving unsubstantiated accusations and a crisis of credibility.

Media Spotlight

This proved a testing time for the bank’s executive team. Despite voluntarily participating in a magisterial inquiry as a witness to provide regulatory and independent auditor reports and confirm compliance with all financial laws and regulations, the bank was constrained with what it could say in public.

It also had to re-assure correspondent banks and investors, address employee concerns and continue to operate in line with regulatory requirements while trying to stem the flow of negative headline news. 

Spoken Word Communications was engaged to develop a communications strategy to help restore the bank’s reputation and position it positively with key stakeholders in Malta and abroad by:

– creating a new company narrative

– producing position statements and QAs

– establishing social media channels

– filming executives to provide a ‘human face’ for the bank

– implementing a proactive media relations program

– undertaking media refresher training for executives

– strengthening the bank’s internal communications 

– monitoring media coverage and addressing inaccurate reporting

Communications Step-Change

Over the next few months, the bank saw a positive change in its communications delivery with more balanced media reporting, greater positive interaction with key stakeholders, and stronger employee engagement – all contributed to help restore trust with key stakeholders, rebuild its image and sense of pride in the bank.

The Bank’s Chief Operating Officer summed up: 

“The crisis management and communications training provided by Spoken Word proved invaluable to ensuring our team was prepared to communicate clearly and effectively with various stakeholders and media outlets. Their expertise was instrumental in bringing structured methods and strategies to what otherwise were unstructured and unpredictable events. I highly recommend them for proactive communications training.”

Next Step

To learn more about how Spoken Word Communications can help you in a crisis situation, contact us at Dave@SpokenWordGroup.com

The post Digging Out from Political Turmoil: A Case Study first appeared on Spoken Word Communications.

The golden rules for delivering a powerful presentation are to know your audience, know your material and make your delivery memorable and real. These certainly come into their own when presenting a TED Talk.

TED Talks were developed thirty-five years ago in California by Richard Saul Wurman as a way of delivering an idea or view in a short, enticing and thought-provoking manner.

TED is not a person but a way of presenting. The title gives a clue to the content (Technology, Entertainment, Design) – with an emphasis on entertainment. The presenter will talk, without notes, on a core subject they are passionate about for a total of 18 minutes (considered to be the optimum attention-span) using simple, powerful imagery and visual aids to get across a key point they want to make and leave the audience wanting to know more.

This has become an extremely popular form of address, with TED Talks being delivered across all corners of the world and attracting many millions of views online. A masterclass TED Talk was given by Bill Gates to raise awareness of Malaria and public health in Africa: https://www.ted.com/talks/bill_gates_mosquitos_malaria_and_education.

However, there is also a body of opinion questioning the effectiveness of a TED Talks format and its appropriateness to explain a complex situation, versus the more business-like presentation we are all accustomed to.

So, what is the right approach for business?

We believe there are more similarities than differences between the two styles. This makes the “TED Talks” style a viable option for delivering a business presentation as it adopts many of the same disciplines and techniques required for a business-style format – audience engagement, content structure, presentation delivery and use of strong imagery – in order to deliver an engaging and memorable presentation.

We are seeing increasing interest from organizations wanting specific TED Talks-style training. If you want to learn more on how to develop a powerful TED Talks-style presentation, please contact Dave Scallan.

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The post How TED Talks are influencing the way organizations communicate first appeared on Spoken Word Communications.

In the dreary days of winter, I’m dreaming of where most of Europe goes during the month of August: the Greek Islands. When you marry a Greek, as I did back in 2003, you quickly learn that trips to Greece are part of the package, and no trip to Greece would be complete without a little “island hopping” while you are there. Now while there are dozens of islands that cater to tourists, one stands out as the most iconic and the most beautiful: Santorini.

Santorini is believed by many to be the lost city of Atlantis. Formed around an ancient volcano or caldera as they call it, the island is shaped like a half moon. The main town (for lack of a better word) on the island is Fira. That’s where the cruise ships dock and where you will find the most shopping and restaurants. Fira is built high upon a cliff looking above the Mediterranean with some of the most amazing views in the world. Now if you come by boat you will have two options to get up to Fira; either by cable car, or by donkey. Yes, mule. Adventurers will choose the latter, and what a trip it is. After reaching the top of the island, those who survive (to my knowledge no one has ever been injured) will certainly want to stop into the nearest restaurant or taverna as they are affectionately called, for one of Greece’s many signature dishes. These include gyros, moussaka, souvlaki, dolmades, spanakopita, or my personal favorite, pastitsio.

Once you’ve filled your belly and got some shopping done in Fira, it’s time to go exploring the rest of the island. Your first stop will most definitely be the picturesque city of Oia. Oia (pronounced “Ia”) is legendary for its iconic white buildings with blue roofs. Bring your camera because the next amazing picture is only footsteps away with the Mediterranean bounding endlessly in the background of every shot. Like Fira, Oia too features boundless opportunities to eat and shop. It also claims the most exclusive resorts on the island.

Other spots on the island are easily accessible by car, but the preferred mode of transportation for most tourists is the 4-wheel ATV. They are available for rent at a low cost of 10 euros per day and open up the entire island for adventure. By ATV you can visit the famous black sand beach of Kamari, or the red sand beach of Akrotiri. Another benefit of the ATV is being able to take the back roads for some of the most stunning drives anywhere in the world.

I hope you get to visit Santorini one day. When I’m asked by people where the “prettiest” place is I’ve ever been to, my answer is always Santorini. I hope your adventure there leads you to the same conclusion. Until next time, safe travels!

The post Destinations with Dave: Island Hopping in Greece first appeared on Spoken Word Communications.