1. Handling Problems and Crises in Communication

2. What is communication? Not one-sided. Involves more than words.
Different styles and assumptions.

3. Common communication problems:
Not reaching target population
Not understood
Offensive
Organization is disliked
Misrepresented
Error

4. Dealing with problems:
Be honest
Talk with opposition
Be flexible
Take responsibility
Apologize
Restate the message

5. Planning for a crisis: Determine seriousness.
Develop position statements.
Notify everyone.
Appoint media contact.
Oversee process.
Keep interested parties up to date.
Thank assistants.