We had a great day working with the team at Alexandra Palace and Park.
So lucky to have the chance to be in such an iconic British building, steeped in so much history.
The rain actually stopped!
Crisis don’t come out of nowhere
Most of the crisis we manage are “slow burn”.
– They’re the issue ignored
– The complaint overlooked
– The employee concerns dismissed
So what should you be doing when you hear about an issue?
1. Do the groundwork, gather intel, fact check, craft key messages
2. Get into the detail, define the comms strategy
3. Anticipate it going live, plan for the ‘day in court’, prep those involved
Remember “slow burn” = prep time. Use it wisely.
Photo by Sebastian Pociecha on Unsplash
Media training unfairly gets a bad rep
Media training unfairly gets a bad rep.
Why?
Because of the reputation of trainers who choose intimidation and aggressive tactics leaving leaders scared to speak.
Actually with this approach, everyone loses:
– the public who rightly expect to hear from those responsible when something goes wrong
– the comms team
– the spokespeople themselves
Our media training is supportive and empowering, it’s not always an easy ride but it will give you confidence.
And we do it like this because we know exactly what it’s like to be on both sides of the microphone.
Like Jess Mangold here, interviewing then Prime Minister, Tony Blair.
If speaking to a journalist feels daunting, you’re not prepared. Let’s change that.
A critical friend
A critical friend.
It’s the kind of friend, colleague and advisor I like to be.
It’s a balancing act advising CEOs when their business is under attack. Don’t say enough and you’re not worth the investment, push too hard and you can be seen as well….pushy.
So for me and Mangold Consultancy being a critical friend means being:
● straightforward by giving clear advice
● open and honest, even if it’s hard to hear
● invested in clients and their challenges, until issues are resolved
And when you look at it like that, it mirrors the relationships I have with friends too.
With special thanks to Ayesha Murray for being one of my very special and crucial critical friends.
What we can all learn from tabloid journalists…
When I listen to tabloid journalists talk about their trade, it is clear how well they know their reader. Their instinct first and last is to ask questions and write articles that matter to their audience and are worth taking their precious time to read.
Understanding who you are writing for is rule number one, whether it is a front page splash or an open letter to customers apologising for a product failure.
In a crisis there are so many people you need to communicate with; employees, customers, suppliers, unions, partners, regulators, the media to name just a few.
The key is to keep the essence of the message the same but adapt it depending on the audience.
Let me give you an example:
You’ve had to recall your best selling product because some people say it doesn’t work. Your media statement and social posts will contain the same information but the tone they’re written in will be very different. There should be no hint of “corporate” when posting on social media so you need to work with the social team to get the tone the same as all the usual posts, whilst maintaining the overall message you are communicating to the media and others.
The key, particularly in crisis comms, is to assume everything you write will end up in the hands of the media or others who may want to scrutinise it, so consistency is everything. And you need to treat each stakeholder individually, understanding their needs, expectations and mind set and how you want them to feel before you start to explain to them what’s going on.
As with so much of our work at Mangold Consultancy there is loads of cross over between the skills we developed as journalists and those we now use in communications.
What the **** is crisis communications and does your business need it?
A crisis can strike any business at any time.
Whether it’s a PR mishap, a data breach, or an operational failure, how you
handle the situation can make or break your reputation and have a dramatic
financial impact.
That’s where crisis communications come into play.
It involves preparing for and responding to unexpected events that could harm your organisation’s reputation. It’s about delivering clear, consistent and timely messages to everyone you need to talk to from employees to customers to the public.
But do you really need it?
● Is your business really likely to face a crisis?
● Will it even get media/social attention?
I say, yes. Every business needs to prepare for a crisis.
Here’s how it will help:
● Protect your reputation: a well-managed crisis can defend and even enhance your brand’s reputation.
● Maintain trust: keeping people informed shows transparency and builds trust.
● Minimise impact: quick, strategic responses can mitigate the negative effects of a crisis.
● Ensure continuity: effective communication helps maintain business operations and morale during turbulent times.
In uncertain times, having a solid crisis communications plan isn’t just an option – it’s a necessity.
Is your business prepared to handle the unexpected?
How to turn a visit from a film crew into a WIN
How to turn a visit from a film crew into a WIN
Your PR team has struck gold
A TV news crew are on their way…..what do you do?
Here are my tips to stop a TV filming opportunity turning into a disaster
What I learned from Anne Robinson…
I worked with Annie Robinson from the late 90s, initially as a researcher at BBC Watchdog.
What you see with Annie, is what you get in real life. She is tough and a class act. She knows what she wants and what she doesn’t want and it’s that approach which brought her success, originally on Fleet Street (at the time a heavily male dominated world) and latterly on BBC TV.
She’s well known for her sharp wit on The Weakest Link, turning every contestant to jelly but that was nothing compared to her legendary performances on BBC Watchdog.
In every interview, she manifested the ‘killer opening question’, and I learned so much from those on camera grillings. Particularly since I sat in the chair opposite her during programme dress rehearsals, assuming the role of the company spokesperson.
During live transmission, I watched as nervous leaders tried, and often failed, to hold the corporate line.
So now I media train people to assume the unexpected from the moment they walk into the studio, or even before – remember the series The Thick of It and Nicola Murray’s faux pas as she left the national newspaper interview?!
It’s true that interview styles and approaches have changed but I wouldn’t be doing my job with clients if I didn’t channel a little of my inner Anne Robinson.
What are your favourite interview moments?
What do we really offer?
What do we actually offer?
That’s a big question that we explore often: what makes us and the business, Mangold Consultancy, different to any other crisis comms and media training consultancy?
We have many USPs but the two main ones are that we’re journalist-led and insight-driven.
Let me explain.
Journalist-led:
– With over 25 years of experience in journalism (BBC, national newspapers and regional media), social media, politics and communications, we provide unique insights into how the media works.
– We can identify and anticipate solutions to potential issues before they arise and bring a cynical journalist’s perspective to our work, always questioning communications to ensure credibility.
Insight-driven:
– Over the last decade, we’ve honed our approach based on client needs and the ever-evolving social and media landscape.
– Senior leaders find peace of mind knowing that we have faced challenging situations as both journalists and communications specialists.
– Our experience and resilience allow us to ask the tough questions necessary for complete crisis preparedness and management.
Why does this matter?
It’s a fact that no organisation is too big to get it wrong. Many of the largest ones miss the most obvious issues. Near misses and tragedies often stem from a weak culture or lack of prep.
That is why we put our all into preparation, covering every scenario to ensure our clients feel fully equipped and ready for any situation.
At Mangold Consultancy, we’re passionate about helping organisations communicate effectively and manage their reputations. Our insight-driven, journalist-led approach ensures our clients are always prepared, credible and resilient.
What David Frost taught me
I’ve honed my craft working with and listening to journalists.
My most valued moments? One of them has to be working with David Frost on Breakfast With Frost.
His mantra was to ‘Make Every Word Count’.
New to BBC TV in 1997 with very little experience, I was fortunate to learn so much by being in the presence of this TV giant.
As a programme runner I got to watch him reviewing every script, red penning superfluous words. It is forever burnt into my memory.
And today preparing communications in a crisis, I remind myself to ‘be more David’ and chuck out every syllable that doesn’t reinforce what needs saying.
Where do you need to “be more David”?
Journalism runs in our blood
Quite an odd statement to make but with all the experience I had during 15 years at the BBC and my time since then working on the other side of the media in crisis comms – I eat, sleep and breathe interviews.
My sister, Jess Mangold, is the same after years as a print journo. We’re both voracious consumers of news, media and social content.
And of course it helps growing up with a Dad in the business, where dinners are filled with ferocious debate about current affairs.
Listening to big interviews constantly, across a range of formats and setups, we digest and analyse content and ask did that work? What went wrong? Why did they approach the interview that way?
Take the infamous example of BBC Newsnight, Emily Maitlis and Prince Andrew. The work put into that – the preparation by the team including the fabulous Sam McAlister, meticulously researching and investigating – made for a jaw dropping interview. It’s not about attacking the interviewee as some have done in the past, it’s all about the preparation.
I approach every challenge from the perspective of a journalist and that’s how I deliver for my clients.
Mangold is 10 years old
I can hardly believe Mangold Consultancy is turning 10!
– It’s gone so quickly, yet it feels like “Mangold” has been a part of my life forever because so much has been achieved.
– Over the past decade, we’ve had the privilege of working with some truly incredible brands, helping them transform how they communicate and manage their reputations. From navigating challenging media landscapes to global crisis simulations, our journey has been extraordinary.
– To celebrate this milestone, we’ve put together a video that sums up the last 10 years – our achievements, challenges and the wonderful clients we’ve partnered with. I’d love you to watch and share your thoughts.
Here’s to many more years of Mangold Consultancy.
And thank you to everyone who has been a part of our story so far.
My Anne Robinson x Ronnie Wood Sandwich…
Picture the scene – the original BBC TV Centre, we’re hours away from the latest episode of BBC Watchdog being broadcast.
Anne Robinson and I are on the hunt for a Diet Coke as we talk strategy for the imminent live interview with a nervous company spokesperson. And then we see the ACTUAL Ronnie Wood from the Rolling Stones…
It was a real joy to reminisce on the Godolphin and Latymer podcast – The Pod.
Hear this and other less name-dropping stories on The Pod, Old Dolphin Network.
A Reintroduction to Mangold Consultancy
I’m told it’s time for a (re)introduction.
Press play and let me begin!
How to make someone really stop and listen
How do you make people stop and listen?
After years spent preparing for interviews, both asking and answering questions. And even more following the big news interviews, I wanted to summarise what makes me really listen:
1. Paint me a picture – literally. Use language with colour, imagery and stories to help me make an emotional connection with what you are talking about.
2. Vocal power. Use your tone of voice, pauses and stress on critical words, to make it feel like you’re talking directly to me.
3. Hold my hand. Lead me through what you’re saying by keeping it simple, impactful and ultimately memorable.
Image credit: Magda Ehlers
I hate doing video…
- I hate listening to my own voice.
- I hate having to watch it back.
And I know lots of people feel exactly the same way.
Given that I train others how to speak on camera I’ve forced myself to take my own medicine and now – I’m actually starting to enjoy it, a little!
Here’s what I’ve learnt and what you need to know…
Get comfortable with your sound bites
When it comes to media training, we often see our clients fighting to convert wordy corporate messages into convincing sound bites.
So how do you get comfortable with what you’re saying?
Practice with the corporate message, a bit, and then abandon it and practice saying it like you’re talking to a friend.
Remember why you’re doing the interview – to promote, rebut or disrupt – keep a laser focus on your why, through every twist and turn of the interview.
Finally don’t be afraid to repeat yourself. Not like a parrot, but by using examples to explain your points in different ways.
Media training tips
Check out our shrink-wrapped media training tips.
Get in touch with us for the full-fat version of our media training tips or to discuss your requirements via our contact form.
Communicate well in a crisis
Watch this for a simple and effective way to communicate in a crisis.
We train award winners!
🤗 Huge congratulations to our 4 fabulous clients recognised as inspiring industry leaders. Well-earned, richly deserved.
👀 Discretion prevents a public shout-out, but you know who you are!
For clients on the journey to awards, our media training is still a win – why?
💭 Reconciling opposing views in the office
👊 Confidence to answer difficult questions in front of an audience
⚖ Diplomacy to find centre ground in a professional stand-off
🏋♂️ Clarity to sell strengths in a VIP meeting
👉 Media training is a recipe for success in these situations and more.
🐶 Thanks to Betsy for wearing her award with such good grace.