Blog

LMA's crisis management response is reputational own goal

August 22, 2014 by Jonathan Hemus

Effective crisis management training and planning means that you are prepared to do and say the right thing when an issue breaks. Your crisis communication response will click into gear to reassure stakeholders, calm the situation and reduce potential reputational damage.

Unfortunately the League Managers’ Association’s response to the offensive texts sent by Malky Mackay has done the exact reverse.

Crises thrive on conflict, and football is no stranger to controversy as we saw during the World Cup. The objective of your crisis management plan is to reduce this conflict: that’s why an empathetic tone of voice and saying sorry can be so powerful.  Certainly your words and action should be designed to avoid opening new lines of attack which prolong and sustain the crisis, causing additional reputational damage.

An unpleasant incident has now become a crisis not just for Malky Mackay, but for the LMA as well. Consider your words and actions carefully when dealing with sensitive topics to avoid adding fuel to the fire.

Related content

AWARDS

Insignia Award Icon

Winner of Consultancy of the Year at CIR Business Continuity Awards 2023

Insignia Award Icon

Finalists for Specialist Consultancy of the Year at CIR Business Continuity Awards 2020 & 2023

Insignia Award Icon

Finalists in 2023 Great British Entrepreneur Awards: Service Industries category

Insignia Award Icon

Winner Specialist Business Book of the Year 2021 at The Business Book Awards (Crisis Proof)

Insignia Award Icon

Finalists in the Lloyds Bank British Business Excellence Awards 2021: Purpose Before Profit category

Insignia Award Icon

Finalists in the Business Champion Awards 2021: Champions in a Crisis category

Insignia Award Icon

Finalists for Business Advisor of the Year at the 2021 Growing Business Awards

Insignia Award Icon

Shortlisted for BCI Europe Awards 2023: Continuity and Resilience Consultant category

Enquiry