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Archive for the ‘Strategic Communication’ Category

Lesson 386 Terrorism on Television

Posted in International, Lessons Learned, Media Literacy, Public Affairs, Strategic Communication on June 4, 2017| 1 Comment »

Three people with three knives and a van are able to able to achieve 24/7 nonstop visibility. Are cable channels just handing terrorist organizations the publicity they seek, or is all this coverage essential information that the public needs to have? This is one of the dilemmas of the “reality television” world we now inhabit.

Cable news has the technology to provide immediate and ongoing coverage, and along with that comes a business model that requires them to use it. So here is the way such coverage unfolds:

Getting there first with the most technical and human resources is an important competitive advantage. Keeping the audience engaged becomes critical. Losing viewers is counterproductive to their purpose. Witnesses in the street are the first available interviews. So early death and causality numbers will come from their speculation and hearsay. These numbers are always wrong, but are reported anyway. Ongoing casualty reports now become an unmentioned “keeping the audience engaged” factor. It will take a while for investigating and political officials to make more accurate statements.

Soon retired FBI and other experts are brought in to review once again the steps that investigators follow to identify potential accomplices. They tell us that investigators go to where the terrorists live, find their family members, locate their friends, identify previous travel and possible training, etc. The audience will likely hear this process described over again by several different retired experts.

Reporters also will describe once again where victims are taken, explaining that several hospitals are always used. As witnesses who were inside the event (or are now in the hospital) can be found, they are also asked to tell their stories in as much emotional detail as they are willing. These tragic human interest stories become the final step in continuous coverage, and potential followup stories later.

Both recent London bridge events are examples of how these events unfold for long periods of time with very little new information reported along the way. Cable channels cover it because they can, and it simply is what they do. It is good reality television. But how much of it is news? And how damaging is it to be giving terrorists the publicity they so desperately crave?

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Lesson 385 Meanness in the Air. Meanness Everywhere.

Posted in Leadership, Lessons Learned, Public Affairs, Strategic Communication on May 30, 2017| Leave a Comment »

We are all accustomed to the term “copycat.”  Each time there is a terrorist attack we share a concern that others will be motivated to follow. We accept the psychological reality that when someone commits violence others might be emboldened to act out their own grievances.

So when leaders establish a consistently aggressive tone and refer to people they don’t like as “the enemy” might they also be inciting others to talk and even act in the same way?  Make no mistake, my long experience working with communication issues confirms that they are doing just that. Leadership words and deeds clearly establish the climate and often the acceptable ground-rules for community discourse and problem-solving.

Here are some examples: President Erdogan of Turkey recently was invited to the White House. As he returned to his embassy he found his bodyguards beating up peaceful protesters. Erdogan just stood there watching. Some call him an autocrat, others a dictator, and he was happily welcomed into the White House. What tone does this establish? What values? What behavior cues might some like-minded citizens take from this?

The military dictator of Egypt was also welcomed to the White House. And what about the cheerful Oval Office meeting with Russian adversaries? And Mr. Trump’s congratulatory phone call to the dictator of the Philippines? This guy openly condones murder as his tool for ending drug addiction. Is this not paving the way for many to behave very badly?

And what’s more, as the governor of Texas was announcing a reduction in the state’s gun licensing fee he displayed a bullet pelted target and handgun to the crowd, and then quipped that he would hold on to them in case he saw a reporter! Who can argue this was not copycat motivated?

Heightened aggression in the U.S. is now ranging from the consistently nasty “mean-spirited” language of ultra-conservative politics to actual outbursts of physical violence. Hate speech, violence, and random attacks on police are appearing everywhere. And fearful of what is happening, a growing number of angry protesters also are appearing in conservative town hall meetings and on the streets. Meanness “in the air” encourages meanness everywhere.

Bottom line: Mr Trump’s constant outrageous tweets, attacks on the media, anger toward illegal immigrants, heavy-handed deportations, bully posturing, and admiration of autocrats and dictators, all have combined to establish a constant tone of meanness. Just look around. Many of us already are waking up every morning afraid of what might happen next.

 

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Lesson 383 Communication and Credibility

Posted in International, Leadership, Lessons Learned, Public Affairs, Strategic Communication on May 22, 2017| Leave a Comment »

Consistent behavior patterns either establish credibility or eliminate it entirely. Without credibility there is no reliability or trust.

Not too long ago I found myself explaining to a colleague how “credibility” functioned in foreign policy, and why it is so important. When expectations are for advancing individual freedom, democracy and justice, but the behavior is collaboration with dictators and autocrats, credibility suffers… to say the least.

Expectations in the Middle East are for the U.S. to champion human rights, gender equality, and peace. But when that is exchanged for imagined security established with a $110 billion arms deal, the confusion inevitably will lead to a significant loss of U.S. credibility.

Consistently telling the truth, collaborating with allies, demonstrating informed expertise, and honestly consulting with experts, all contribute to credibility. A long history of lies, bullying, attacking critics, a string of broken promises, and off-the-wall tweets, all raise real questions about motives and credibility.

As I listened to the new secretary of state describe how he was going about discussing issues such as Syria with Putin and why this is important, I was beginning to think this man is making some sense. But the Russian behavior of the president, coupled with his otherwise lack of communication credibility, raises serious questions about likely outcomes.

When it was reported that Trump gave away classified secrets to the Russians in a private meeting in the Oval Office I actually found myself  thinking, “Yep, that sounds like him.” Boasting about knowing inside secrets with people he wants to impress seems consistent with the Trump I have come to know. It’s not scientific, I know. But this is how communication works.

Former defense secretary Gates recently said he thought the firm responses to North Korea and China were appropriate. He also added, “But it’s absolutely essential to know when not to go too far.” Can we trust this president’s judgement in such a crisis?

Washington Post columnist David Ignatius recently reported on Face the Nation that a number of longtime members of Congress who have not yet spoken out told him that “this man scares me.”  An increasing number of everyday Americans are also feeling this way… all based on past and ongoing erratic communication behavior.

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Lesson 382 The Military vs Diplomacy… plus Education

Posted in International, Leadership, Lessons Learned, Public Affairs, Strategic Communication on May 15, 2017| 2 Comments »

Can a large increase in the defense department budget compensate for a large decrease in the state department budget? Or to put it another way, are strong military threats more effective than strong diplomacy and soft power public diplomacy programs? And what does this have to do with education?

Experience suggests that the effectiveness of military threats depends on the country, its leader, and the circumstances of the moment. And a miscalculation can be devastating. Failure in diplomacy, however, is less risky. And while it takes more time, it certainly is preferable. And here education, especially higher education, can be helpful.

For the most part, “diplomacy” is government-to-government communication. Embassies basically function as strategic communication agencies. Foreign service officers collect vital intelligence, conduct volumes of important research, collaborate with foreign officials, champion democratic values, develop many other in-country contacts, and also can be very helpful to universities going global.

“Public diplomacy,” is people-to people communication. Its primary purpose is to facilitate private citizens in different countries getting to know each other and finding common interests… in business, the arts, education, social services, and everyday life. And they usually find they want the same basic things… food on the table, opportunities for their children, individual freedom, honest elections, a safe place to live, justice for all, and colleagues with common interests. Public diplomacy is very effective soft power, especially when funded properly and sustained.

International higher education can become an extremely effective partner in soft power public diplomacy. It is people-to-people communication. It achieves many of the same outcomes. For example, international leadership development is all about cross-cultural understanding. Many universities have researchers and experts who can help rebuild devastated nations and institutions. And there are numerous other scientists and experts who can focus their work to help solve other world problems… i.e. poverty, food, public health, water, climate change, energy, and more.

So now we return to the impact of Trump budget cuts: This administration’s plan to significantly cut the state department’s budget inevitably will have terrible consequences for vital intelligence gathering, in-country economic and other trend research, diplomacy effectiveness, soft power public diplomacy programs, and the enormous help embassies can give to universities as they seek to become productive global citizens.

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Lesson 381 Unpredictable Tactics Without Strategy

Posted in International, Leadership, Lessons Learned, Public Affairs, Strategic Communication on May 8, 2017| Leave a Comment »

Strategy is defined as “a plan or set of maneuvers for obtaining a specific goal or result.” Tactics without strategy leaves people confused and feeling vulnerable. For some this may seem desirable. Keep them guessing, or as a colleague of mine once put it, “Don’t show your hand before you are ready to play it!”

This might work for a card game or short-term real estate games.  But in the game of world politics it can become very dangerous. Bold initiatives or tactics require context in order to be understood and trusted. Clear strategy provides context. Endless surprise initiatives do not. This is communication 101.

Allies and potential allies require knowing and sharing a set of governing strategies, having similar ideas about handling the big issues, and being able to trust commitments when the going gets rough. Playing the foreign policy game solely from the keep-them-guessing perspective eventually doesn’t work. Allies not only begin to feel uneasy, they may even soon begin to talk about erratic mental stability. Then, there is no rational basis for making crisis decisions.

And by the way, no lies please. This is also communication 101. Lies cannot remain hidden for long. And they inevitably signal someone with an insatiable ego, no consistent set of governing values, and eventually even the possibility of mental problems. One thing is for sure, constant lying never conveys superior intelligence and competitive cleverness, as every perpetrator wants you to believe. Rather it conveys a significant lack of knowledge and experience.

The bottom line is that allies need to know they can count on the leaders with whom they collaborate on serious matters. So far Mr. Trump continues to demonstrate a strong preference for throwing people off guard and tweeting off-the-wall comments. He might win a game of poker this way, but in the world of foreign policy he is on his way to having no set of informed ideas around which to bring allies together to address the world’s most pressing problems.

Be certain that nothing here has anything to do with politics or the Republican party. Everything here, however, has to do with fundamental communication dynamics and lessons learned from experience.

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Lesson 380 Effective Group Process and Governing

Posted in Leadership, Lessons Learned, Planning, Public Affairs, Strategic Communication on April 30, 2017| 1 Comment »

Many years ago I used a film called “Meetings Bloody Meetings” in some management training. It was a hilarious look at why so many people say they hate meetings, and it demonstrated many of the problems associated with making meetings productive.

I was reminded about this film and its lessons when I overheard a reporter talking on television about a meeting he attended in the White House Oval Office. Apparently the president briefed reporters with numerous staff members constantly wandering in and out. The meeting was not well-organized and took place in a confusing and chaotic environment. The reporter came out not sure about why he was there.

VIP’s have been invited to the White House for meetings that obviously were not called to use their experience and expertise to find workable solutions to complex problems. Rather they simply appeared to be awkward gatherings of important people to hear a brief report from the president, give a few informal reactions, and then be photographed.

Effective meetings are complicated and require expertise. My training film showed meetings that were called at times people were not prepared to listen, or were confused about the purpose. The film also depicted the consequences of inadequate preparation, the absence of an agenda, poor group facilitation, missing key people, people present without a role, needed expertise that was not there, distracting noise nearby, and much more.

Successful information giving, problem-solving, planning, and evaluation meetings all have their own planning, facilitation, and follow-up requirements. Meeting management expertise is therefore a requirement for everyone involved in advancing institutions, causes, and yes even cities, states, and countries.

Sadly, after 100 days of governing many observers are still wondering if critical domestic and foreign policy decision-making meetings at the White House are engaging the best experts and incorporating even a few of the most essential planning and process requirements.

Astrophysicist Neil de Grasse Tyson said it best… when he said, “Let’s make America smart again!”

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Lesson 379 News Plus Entertainment Equals Profits

Posted in Leadership, Lessons Learned, Media Literacy, Strategic Communication on April 24, 2017| 2 Comments »

A recent article in the New York Times Magazine added factual clarity to what most us already know. The article is titled, “CNN Had a Problem. Donald Trump Solved It,” and its author Jonathan Mahler describes the drama driven approach to journalism of the President of CNN Worldwide, Jeff Zucker.

Mahler points out that prior to coming to CNN Zucker had a successful entertainment career at NBC, with executive stints in Hollywood and New York. He held several entertainment related positions, including President of NBC Entertainment. In that role he had many successes, including improving the ratings of both the Today Show by adding “stunts” and the Apprentice by encouraging Trump to be Trump. As a result, Trump became a reality show star who gradually attracted a huge following, a following which over time enabled him to think about running for president. What’s revealing is that both Trump and Zucker share a passion for drama and entertainment.

So when Mr. Zucker came to CNN he brought a well-developed talent for bringing entertainment values and drama to news. He accomplished this by orchestrating what Mahler describes as “must see TV,” an “unending loop of dramatic moments, conflicts and Darwinian confrontations” produced entirely in a CNN studio. Mahler describes Zucker standing over program producers during newscasts giving them questions and comments to pass on to the anchors through their ear pieces.

As the sub-title of the article states, there continues to be “a strange symbiosis” between Zucker and President Trump. It began with the Apprentice at NBC, and is continuing in more subtle ways since Zucker moved to CNN. They both want to create drama. They both entertain. And as a result, CNN news ratings and profits have never been higher.

The fact is CNN’s success very likely depends on Trump continuing to be Trump. If Trump suddenly became more predictable, thoughtful and Presidential, CNN’s profits and ratings could suddenly drop. And this could also happen far beyond CNN.

Almost every media organization has benefited from Trump’s off-the-wall tweets and attacks. The more he attacks the media the better the drama. The better the drama the more interest there is in tomorrow’s news stories! The more sustained the interest, the higher the ratings and profits. So what is the incentive for the news media to run him off? Truthfully… other than a belief in truth and character credibility, very little.

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Lesson 378 Is Unpredictability Sustainable?

Posted in Leadership, Lessons Learned, Public Affairs, Strategic Communication on April 18, 2017| Leave a Comment »

A colleague once told me that my problem was I thought every problem was a communication problem. After 50 years of working nonstop to understand the dynamics of communication I must say I eventually did conclude that big problems usually do have a communication dimension significant enough to be the main problem.

This spring I have been teaching a graduate seminar on the communication dimensions of leadership. When I first planned this seminar I had no idea that a very bizarre presidential election resulting in a very unconventional president would demand that I take a deep dive into trying to understand what was happening… especially from a communication perspective.

Constant outrageous remarks guaranteed daily media visibility. Widespread dissatisfaction with lawmakers in Washington guaranteed an audience willing to listen. Unpredictability appeared to be a strategy that was working. And for a period of time I must admit I began questioning the lesson I thought I had learned…  that a set of basic ideas which enabled some degree of predictability was necessary to establish and maintain leadership credibility.

After several months of reassessment, however, I am once again confident that my lesson-learned was correct: Telling audiences what they want to hear can gain temporary followers. But ultimately, credibility built on proven truthfulness and trust are essential for most followers to continue following. Performers without substance will be cast aside. And autocrats without trust will eventually be overthrown.

With this in mind it has been interesting to watch wishful pundits change their commentaries to “hopeful” after Mr. Trump flipped campaign promises to make several conventional military action decisions. But is it not true that 70 years of past behavior will clearly communicate a person’s mind-set and character? And what does it tell you when that behavior featured endless lying, cruel attacks, bullying, vulgar public remarks, and totally disruptive off-the-wall comments and tweets?

Fifty years of experience as a practitioner, writer, teacher and consultant tells me that this kind of unpredictable, disruptive, contradictory, and often cruel behavior does not produce a set of sustainable governing ideas or a trustworthy leader. We do not have “a failure to communicate” here. Rather, we have an embarrassing failure to recognize what was being communicated all along.

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Lesson 377 What Does Leadership Team Membership Communicate?

Posted in Leadership, Lessons Learned, Public Affairs, Strategic Communication on April 11, 2017| Leave a Comment »

When championing institutions, causes, or countries, who is selected for the leadership team sends a loud and clear message about capabilities and priorities.

A highly respected scholar recently added to my fears about the current White House team. His comment went something like this: Would-be autocrats and dictators bring family members into power with them, surround themselves with oligarchs and devoted political supporters, constantly attack journalists, ignore laws they don’t like, disregard constitutions, and pack courts with sympathizers.

So these questions suddenly seem especially pertinent:

Are highly experienced experts in place for each and every team responsibility? Can private family members really function effectively in a highly complicated tax-supported government? How many team members have been selected more for loyalty and private wealth than professional competence? How many staff members are uncertain about how much responsibility they really have? Is attacking critics and the press getting in the way of effective daily operations?

And more specifically about this White House:

Should expressing admiration for Russian and Egyptian dictators, issuing daily disruptive and convoluted tweets, and making quick reversals on strong campaign promises, give us pause? And should leaks about constant in-fighting among all levels of staff, inexperienced team members pushing extreme political ideologies, and key staff conflicts with members of the president’s powerful family, concern us?

Many informed analysts point out that every new administration has a shakedown period that it usually survives. So you might conclude that everything will eventually work out. But when the most influential team members are family, oligarchs, political ideologues, and well-meaning loyal friends… and the rest of the staff is in some state of turmoil… I say bone-up on the history of Western civilization and get ready for a very bumpy ride!

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Lesson 376 Intellectual Frames of Reference and Mr. Trump

Posted in International, Leadership, Lessons Learned, Public Affairs, Strategic Communication on April 4, 2017| Leave a Comment »

Since the election it has become even more apparent that Mr. Trump’s primary communication talent is as a dramatic performer. He simply never developed an intellectual frame of reference that brings consistency to his rhetoric, and his actions.

Simply put, Mr. Trump appealed to his base by combining entertaining one-liners with promising quick fixes as fast as people brought him problems. His audiences then evolved into a base of supporters who enjoyed his entertaining and outrageous performances, and chose to believe he could help them. And he was certainly helped by the fact that no one else better informed was addressing their problems.

Sometimes it takes a while for audiences to recognize that would-be political leaders are more entertainers than problem-solvers. But eventually the public will begin to see that such people work for applause and will change on a dime. And in time their inconsistencies will be disrupting, and eventually can be frightening.

For example, many of the promises Mr. Trump made during the campaign about healthcare and manufacturing made him sound like a populist Democrat who felt his audiences’ pain. Once in office, however, he instantly switched and sounded more like a conservative Republican who was willing to cut benefits. But then a quick defeat on healthcare had him talking again more like a Democrat.

The bottom line is that Mr. Trump has no basic frame of reference that defines where he is coming from. Repeating the one-liner “Making America Great Again” says nothing about how he will go about improving democratic institutions, or advancing American values, or helping all levels of society share in the American dream.

What’s more, the absence of an intellectual frame of reference, combined with Trump’s daily communication inconsistencies, is already leaving a growing number of people trembling about how he will go about making many of the life and death decisions he inevitably will have to make.

 

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