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What do you do if your strategic communications plan fails and trust is lost?

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When your strategic communications plan falls apart and the trust of your audience is shattered, it can feel like a critical blow to your organization. This is a pivotal moment where your response can either begin the process of rebuilding or further damage your credibility. The key is to approach the situation with a clear understanding that trust is the foundation of effective communication. You must be ready to act swiftly, take responsibility, and engage in transparent dialogue to restore confidence in your message and your organization's integrity.

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Gail Hackston

Leadership Communications | Strategic Change | Action Accelerators | I help leaders diagnose and fix workplace…

1 Acknowledge Failure

When a strategic communications plan fails, the first step is to openly acknowledge the failure. It's crucial to communicate with your stakeholders with honesty and humility, expressing your awareness of the issue and its impact. By doing so, you set the stage for rebuilding trust. Avoiding denial or deflection shows that you respect your audience's intelligence and are committed to addressing the problem head-on. This initial acknowledgment is a powerful step in demonstrating accountability and setting the tone for the recovery process.

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Gail Hackston

Leadership Communications | Strategic Change | Action Accelerators | I help leaders diagnose and fix workplace communication problems and move stalled projects to action - fast!
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Accept and address the failure. Own it. But move quickly to analyse why. Get the stakeholders involved to co-understand the causes and move on to solutions and replans quickly.

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Shubham Uike

LinkedIn Top Voice 43x | Strategic HR Professional | Campus/University Recruiting | People Analytics & Talent Acquisition | Project Management | Workday Human Capital All opinions shared here are personal.
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The Humble Pivot “Embrace, Learn, Overcome” Admitting failure is not defeat; it’s the first step towards rebuilding. It’s about showing stakeholders that you’re aware of the issues and committed to addressing them. This humility can be a powerful tool for reconnecting with your audience.

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Evren Do?an? ?oker

Corporate Communications and Digital Marketing Consultant | Content Marketer | Event Designer | Trainer
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If a strategic communications plan fails and trust is lost, it's essential to take swift action to address the situation. Begin by conducting a thorough analysis to understand the root causes of the failure and the extent of the damage to trust. Transparently communicate with stakeholders, acknowledging the failure, taking responsibility, and outlining steps to rectify the situation and rebuild trust. Implement corrective measures, revise the communications strategy as needed, and consistently demonstrate integrity and competence in future endeavors to regain trust and credibility.

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2 Analyze Causes

Once you've acknowledged the failure, it's important to conduct a thorough analysis to understand what went wrong. This involves a critical review of your communications plan and its implementation. Look for gaps in planning, execution, or unforeseen external factors that may have contributed to the failure. Understanding these causes is essential for preventing similar issues in the future and is a vital part of communicating to your audience that you are taking steps to ensure it doesn't happen again.

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Shubham Uike

LinkedIn Top Voice 43x | Strategic HR Professional | Campus/University Recruiting | People Analytics & Talent Acquisition | Project Management | Workday Human Capital All opinions shared here are personal.
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The Diagnostic Dive “Dissecting the Missteps” Conduct a thorough analysis to understand what went wrong. Was it a misalignment of goals, poor execution, or external factors? Engage with all levels of your team to gather insights and create a comprehensive picture of the causes

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3 Revise Strategies

With a clear understanding of the causes behind the failure, it's time to revise your strategic communications strategies. This means making tangible changes to your plan that address the identified issues. It's not enough to simply recognize what went wrong; you must also adapt and evolve your approach. This could involve altering your messaging, reevaluating your target audience, or employing new channels for communication. Your willingness to change demonstrates a commitment to improvement and can help regain lost trust.

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Shubham Uike

LinkedIn Top Voice 43x | Strategic HR Professional | Campus/University Recruiting | People Analytics & Talent Acquisition | Project Management | Workday Human Capital All opinions shared here are personal.
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The Strategic Shift “Strategy Refined” Use the insights gained from your analysis to revise your strategies. This might involve redefining objectives, adjusting tactics, or even changing the communication channels you use to better align with your audience’s preferences

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4 Engage Authentically

Engaging authentically with your audience is crucial in the wake of a communications failure. This means fostering a two-way dialogue where you listen to feedback and concerns as much as you convey your own messages. Authentic engagement involves being present, responsive, and empathetic across all communication channels. By showing that you value your audience's input and are genuinely interested in their perspectives, you can rebuild trust through meaningful interaction.

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5 Rebuild Trust

Rebuilding trust is a gradual process that requires consistency and patience. After adjusting your communications strategies, it's important to follow through on the promises and commitments you've made. Consistency in your messaging and actions will slowly restore confidence in your organization. Additionally, you should highlight any positive outcomes or improvements that result from the changes you've implemented. Demonstrating progress is key to proving that your efforts are sincere and effective.

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6 Maintain Transparency

Finally, maintaining transparency is vital for long-term trust in your strategic communications. This means being open about your processes, decisions, and the status of your recovery efforts. Transparency fosters an environment of trust and can prevent skepticism from taking root. By ensuring that your stakeholders always have access to accurate information about your organization, you create a culture of openness that can withstand future challenges.

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Shubham Uike

LinkedIn Top Voice 43x | Strategic HR Professional | Campus/University Recruiting | People Analytics & Talent Acquisition | Project Management | Workday Human Capital All opinions shared here are personal.
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The Clear Lens “Clarity Cultivates Confidence” Transparency is crucial in maintaining the trust you rebuild. Keep communication channels open, share both successes and setbacks and involve your audience in the journey. This openness can reinforce the trust that has been restored.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your strategic communications plan fails and trust is lost?

1

2

3

4

5

6

7

1 Acknowledge Failure

2 Analyze Causes

3 Revise Strategies

4 Engage Authentically

5 Rebuild Trust

6 Maintain Transparency

7 Here’s what else to consider

Strategic Communications

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What do you do if your strategic communications plan fails and trust is lost?

1

2

3

4

5

6

7

1 Acknowledge Failure

2 Analyze Causes

3 Revise Strategies

4 Engage Authentically

5 Rebuild Trust

6 Maintain Transparency

7 Here’s what else to consider

Strategic Communications

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