1. www.arch-comms.co.uk

2. Matt Youdale Who Am I?

3. www.arch-comms.co.uk “We are masters of the unsaid words, but slaves of those we let slip out.” “If thought corrupts language, language can also corrupt thought.” “Words without thoughts never to heaven go.” Words of Wisdom Anon

4. www.arch-comms.co.uk Today Relationships Media Change Crisis Staff comms Good practice: theory and tools

5. www.arch-comms.co.uk CONTENT saying what needs to be said CONFIDENCE saying it well CONTEXT saying it appropriately CONSISTENCY saying it so there is no doubt CONNECTION saying it as part of a conversation = CONTROL saying it to maximum effect C is for Communication

6. www.arch-comms.co.uk AudienceMessage Communicator Context Language Tone Channel Counter messages It’s not just the words…

7. www.arch-comms.co.uk The Prism in the Workplace Communicator Who’s good, who isn’t? Context Where’s the baggage? Language Human not corporate, ‘we’ Tone No negative emotion Channel Not one size fits all Counter messages Do your words resonate?

8. www.arch-comms.co.uk Communicating to Engage CEO Shop floor Where is the communicator on this line? ??

9. www.arch-comms.co.uk Difficult Situations Consistent messagingShape up front Segment audiencesTailor messages Little and oftenKeep lines open DialogueMust be 2-way No emotionStay cool Moral high groundBe reasonable No confrontationCounter subtly

10. www.arch-comms.co.uk Dealing with the Media Stay in Control Buy time, use your experts Prepare Anticipate tricky questions Use key messages What really matters? Understand Assume zero knowledge Language Be human, use sound bites

11. www.arch-comms.co.uk Message The point you want to make Fact(s) …to back it up Keep it real What does it mean for people? Key Message Formula

12. www.arch-comms.co.uk Making it Easy Short sentences No more than 25 words No dense text Can it be scan read? Use key messages They are your anchor Does it feel right? Flow, language, tone Consistency Style, format, brand

13. www.arch-comms.co.uk It’s not just the words….

14. www.arch-comms.co.uk Good Practice Checklist 1.Apply key messages consistently 2.Know your audience(s) 3.Be human above all else 4.Always explain 5.Use your good communicators 6.Little and often 7.Get the language and tone right 8.If it’s difficult, keep the emotion out of it 9.Promote dialogue 10.Counter but do not confront