The Leading in a Crisis Podcast

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Supply chain disruptions, like those we're seeing now around energy supplies from the Persian Gulf, can cause long-term business and profitability impacts. Leadership skills in those tense situations can make or break a company's response to these unforeseen events. Jeff Zudock, a 35-year veteran of ExxonMobil and an expert in commercial and supply chain management, joins us to share his insights around managing a major supply disruption. Jeff shares with us details of a major incident that he worked at Exxon and the cascading series of challenges that leadership faced navigating the unexpected...

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Twelve tons of Kit Kat bars get stolen, and suddenly the internet is doing what it does best: turning a real-world incident into a meme factory. We dig into why that kind of viral corporate humor can be a smart PR play in the right context, and why it can also become reputation roulette when the facts change. I’m joined by Natalie Gibson, founder and CEO of Songue PR, to talk about where the “fun” ends, how to think about risk, and what crisis communication looks like when everyone online is a commen...

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A deepfake can hit your audience before your first internal briefing ends and the most “engaging” version of events is often the least true. That’s the reality we dig into with James Hartsfield, former director of communications at NASA’s Johnson Space Center, as we unpack what it takes to lead crisis communications in a changing media environment.

We start with the foundation: practice. James explains why crisis exercises work best when communicators learn the system itself, not just the talking points, and why leadership has to show up side by side...

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A shuttle breaks apart on re-entry, the world demands answers, and the people closest to the story have to decide what transparency actually looks like when an investigation is just getting started. We pick back up with James Hartsfield, former director of communications for NASA’s Johnson Space Center, to talk through what happened after Columbia’s first, intense week of press briefings and why it was essential for the Columbia Accident Investigation Board to take the communications lead. That handoff isn’t just process, it’s credibility, and it’s a reminder that you c...

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Columbia didn’t arrive when it was supposed to, and the whole world felt the silence. We sit down again with James Hartsfield, recently retired as director of communications at NASA’s Johnson Space Center, to walk through the most difficult minutes and hours after the Space Shuttle Columbia disaster and what crisis leadership looks like when every word carries consequence.

He also looked back at the space shuttle Challenger response, and shares his thoughts on how differently the two incidents were handled by NASA leaders. 

We talk about confi...

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The most frightening part of a space flight crisis is how fast it rewrites reality. One minute the plan is a routine landing and a little live education for viewers. The next, you’re choosing words that millions will remember forever.

We sit down with James Hartsfield, a veteran NASA communications leader from Johnson Space Center, to talk about what it really means to be the voice of Mission Control during space flights. With Artemis II fresh in everyone’s mind, James explains how NASA crisis communications is built on preparation: simu...

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On today's episode we're revisiting the story of the terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and  injuring hundreds more. The Islamic State claimed responsibility for the attack.

Our guest today, Amanda Coleman, served as the lead press officer for the Greater Manchester Police during that incident.  That agency managed the initial response, which quickly escalated to a national incident with Cobra activation at 10 Downing Street. (Cobra is the UK go...

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One rushed reply can turn a small complaint into a full-blown brand reputation crisis, and social media makes that mistake painfully easy. We sit down with Lee Caraher, president of DoubleForte PR and author of two management books, to talk about what crisis communication really demands from leaders and teams when the pressure hits.

We dig into social media crisis management, including how to map likely scenarios, create response protocols, and decide your tip-over point before you jump into the comments. Lee breaks down why feeding trolls backfires, how algorithms amplify...

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A late-night plane crash is tragic on its own, but it also triggers a second crisis that unfolds at the speed of phones, headlines, and social feeds. We step through the early communications around the Air Canada Express crash at LaGuardia Airport involving a Jazz Aviation-operated flight, looking at what the public saw, what stakeholders needed, and where the response gained or lost precious time.

Tom Mueller is joined by PR leader Lee Caraher, president of Double Forte PR, for a “hot take” on the first statements, the lag between brands, a CE...

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Your crisis plan looks great on paper until the day you can’t use email, chat, or even your own devices. That’s where this conversation goes: into the messy, human reality of executive communication when the normal playbook disappears. I’m joined by Texas-based executive coach Susan D. Nelson to unpack what leaders actually need to stay credible and calm, and why the biggest threat to preparedness is often a simple one: time.

We dig into a timely cyberattack scenario that is playing out in real time against the medical device...

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Alarms don’t announce themselves politely. They scream into your day and force you to decide who speaks, what’s true, and how to steady a room full of worried people. That’s where Ruth Rendon has spent her career—first as a Houston Chronicle reporter, then as a corporate communications leader at bp, Marathon Petroleum, and SABIC—bringing order to messy moments with clear words and tight networks.

We mine stories from Ruth’s career - from daily deadlines to refinery life - where you learn why every day in oil and gas...

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Sirens fade, but the lessons shouldn’t. On this episode, we sit down with Helen Hynson Vettori—former paramedic, federal emergency planner, and now the mind behind the Black Swan thriller series—to explore how real-world crises become page-turning stories that sharpen leadership and preparedness. From street-side triage to cross-agency strategy, Helen shows why decisive action at the edge must pair with deep collaboration at the center if you want a response that actually works.

We trace the arc from 9/11 urgency to the drift that follows when memories dim and budgets tighte...

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Outrage online isn’t always organic—and when it’s engineered, it can hit hard. We sit down with crisis and risk consultant Phil Borremans to expose the mechanics of rage farming: coordinated attacks that use psychology, algorithms, and incentives to inflame audiences, distort brand updates, and turn a minor moment into a market-moving storm. From bots and fake accounts to “coordinated amplification,” Phil maps how bad actors build momentum, trigger engagement spikes, and push fringe narratives into mainstream feeds.

We reference high-profile cases like Bud Light and Cracker Barrel to illustrate...

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In this episode, Philippe Borremans joins the podcast to explore key crisis preparedness and response strategies, including the growing challenges of deepfake videos, the widening trust deficit, and persistent capability gaps in the crisis comms field. 

Phil shares key findings from his latest annual survey of over 100 crisis communications professionals — revealing results that are both surprising and, in some cases, annoyingly familiar. We discuss the future challenges of  AI and approaches to applying this new and rapidly evolving tool...

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Imagine walking into a crisis room with a complete first-draft playbook—roles, spans of control, holding lines, and a 48-hour plan—ready in minutes. That’s the promise we explore with Chris Hamilton and Peter Heneghan, veterans of 10 Downing Street, BP, and AstraZeneca, and now the co-founders of Albie.ai. Their take isn’t hype: it’s a grounded, human-first approach to using AI as a co-pilot that speeds up the work without sacrificing judgment, empathy, and trust. If you're a comms professional, you won't want to miss this very grounded discussion around incorporat...

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Crises don’t wait for perfect plans, which is why Michelle Ehrhart’s mantra—practice makes permanent—hits so hard. Michelle, former VP of global communications at FedEx and now CMO at the University of Memphis, joins us to share the field‑tested playbook behind her new book, Crisis Compass. Tom and Michele share stories from their experiences and dig into the habits that turn panic into poise: understanding operations, running rigorous tabletop drills, and being ready to respond when crisis strikes. 

Michelle considers crisis comms a “muscle memory” skill that needs to be pra...

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A deadly crash at UPS’s Louisville hub put crisis leadership under a microscope—and the first 24 hours told a powerful story about timing, empathy, and restraint. We invited Michele Ehrhart, former VP of Global Communications at FedEx and author of Crisis Compass, to unpack how the early communications played out in this heartbreaking incident. 

We walk through the initial statements that landed within hours: awareness first, compassion next, and a clear handoff to the NTSB as the authority on cause and timeline. From there, we explore why “do no harm” is more t...

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The first words after a mass casualty event can steady a community—or shake it further. We break down the opening press conferences following the Grand Blanc, Michigan church attack to show how leaders earn trust when stakes are highest: the county supervisor’s grounded empathy, a police chief balancing hard facts with community care, a seasoned Michigan State Police PIO orchestrating structure and boundaries, and the FBI’s clear, confident roadmap for the investigation.

We walk through the moments that mattered—why missing a PIO in the first briefing made the flow...

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Charlie Kirk built his reputation through campus debates, setting up tents where he'd engage students with his signature challenge: "prove me wrong." When a sniper's bullet ended his life at a Utah university, it threatened to become another flashpoint in America's increasingly volatile political landscape. Instead, something remarkable happened.

Just days after her husband's murder, Erica Kirk stepped forward with composure, grace and forgiveness. And she demonstrated a level of inspiration and leadership that will help calm many souls, and lead many to Christ as well.

The true revelation...

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What does it take to lead through chaos? Tracy Nolan knows firsthand. This remarkable Fortune 100 executive has repeatedly stepped into roles most would consider overwhelming - from transforming struggling retail operations to merging telecom giants during a global pandemic. She also likes to solve puzzles.

Tracy's journey from retail buyer to telecom executive to healthcare leader reveals a unique talent: she thrives in crisis. "Give me a job that needs transformation," she explains, likening crisis management to solving a complex puzzle. Her approach centers on genuine human connection - creating space...

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What happens when crisis hits your business and the only information people can find about you online is that negative event? In our conversation with communications expert Tiffany Muehlbauer, we dive deep into her innovative "Pool Theory" concept that's changing how organizations approach crisis preparation.

The Pool Theory isn't about shouting louder when trouble arrives—it's about creating enough momentum in your brand presence beforehand that disruptions barely make waves. 

For small businesses and entrepreneurs feeling overwhelmed by limited resources, Tiffany offers practical, implementable strategies. One client transformed their vis...

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Behind every crisis response lies hidden patterns that determine success or failure. In this illuminating conversation, crisis communications expert Jeff Hahn pulls back the curtain on these patterns, sharing insights from his book "Breaking Bad News" and his decades of experience in the trenches of corporate crises.

Drawing from his 15 years at Motorola handling everything from hazardous material spills to workplace violence, Hahn reveals how his fascination with crisis communications evolved into a seven-year journey to decode the science behind breaking bad news effectively. His research is remarkably precise – analyzing 505 NPR in...

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When does crisis preparation cross the line into inauthentic communication? The recent Air India crash that claimed 270 lives sparked a fascinating controversy when their CEO's statement appeared virtually identical to American Airlines' earlier crisis statement.

Crisis communications experts Tom Mueller, Mark Mullen, and guest Destin Singleton dive into this nuanced debate with different perspectives. Is this merely a "tempest in a teapot" where effective templates were repurposed appropriately? Or does it represent a troubling lack of authenticity at a moment when grieving stakeholders desperately needed genuine communication?

The conversation...

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A wall of water 40 feet high. Spotty cell service. A holiday weekend. These factors converged to create one of the deadliest flooding disasters in Texas history this July 4th weekend, claiming over 100 lives along the Guadalupe River, many of them young campers at Christian summer camps with century-old traditions.

We take you inside the communications response, examining how communications flowed during this complex, multi-agency effort in a race to save lives and reunite families. 

From press conferences that sometimes seemed choreographed for political visibility to the notable absence of a...

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When disaster strikes, every word matters. The recent Air India crash that claimed 270 lives has revealed a fascinating behind-the-scenes look at crisis communications - their CEO's statement was virtually identical to one previously delivered by American Airlines following their own tragic incident. 

This apparent copy-and-paste approach has ignited debate across social media, with critics creating side-by-side comparisons of both CEOs' delivery styles and questioning the ethics of reusing crisis messaging. But does originality truly matter during a crisis, or is effective communication the ultimate goal regardless of its source? As we a...

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What does it take to prepare a community for disaster? In this revealing conversation with municipal crisis planning expert Alicia Johnson, we explore the critical differences between organizational readiness and community resilience—and why both are essential when disaster strikes.

Drawing from her 20+ years of experience in emergency management, Alicia shares how her journey began with witnessing the Yellowstone fires as a child and evolved into a career dedicated to building community preparedness. She offers a powerful distinction that many emergency planners miss: while organizational readiness is built on procedures and pr...

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Leadership under pressure doesn't get much more intense than directing wildland firefighting operations when lives hang in the balance. Kelly Martin, former Chief of Fire and Aviation for Yosemite National Park, brings us into the heart-stopping moments where leadership decisions mean the difference between safety and catastrophe.

Drawing from decades on fire lines, Martin recounts responding to devastating aircraft accidents that forced her to question whether she was cut out for crisis leadership. "You have to take a deep introspection and ask yourself if you're ready to step up when people...

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When a 6.3 magnitude earthquake struck Christchurch in February 2011, crisis manager Brendan Winder faced the ultimate test of leadership. The devastation was immense - 185 lives lost, 8,000 properties abandoned, and a city center that would need to be completely reimagined.

Brendan takes us behind the scenes of the emergency response, revealing the split-second decisions that saved lives and the fortuitous coincidences that bolstered their efforts. Australian police officers were quickly dispatched to assist, a military exercise was already underway nearby, and a Navy warship happened to be docked with double its normal command...

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The rise of long-form interviews has created a new challenge for executives trying to balance authenticity with strategic messaging. Communications expert Janie Jordan joins us to unpack why these seemingly relaxed conversations can actually be the most difficult media format to navigate successfully.

We also examine the rapid evolution of crisis communications through recent airline incidents, exploring how companies like American Airlines and Southwest Airlines have established new standards with CEO video responses issued within hours of an incident. But how 'out front' should your CEO be in a crisis? 

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The media landscape is undergoing a seismic shift, and crisis communications must evolve alongside it. Communications expert Janie Jordan joins us from Australia to explore how influencers and alternative media are reshaping political discourse and crisis management strategies.

We dive into the Trump administration's controversial addition of influencers to White House press briefings and what it means for traditional media gatekeepers. As Janie observes, "We're at a dangerous interesting time with what's going on in the White House." This shift reflects broader trends in audience trust - with legacy media credibility...

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Join us for an engaging conversation with Katy O'Hara, a seasoned public information officer and firefighter, who shares her formidable experiences in crisis communications. With a background in both wildland firefighting and military service, Katie provides unique insights into the challenges faced in high-pressure situations. From her deployment in Afghanistan to her work on the Hermits Peak Fire, Katie opens up about the delicate balance between media demands and ethical responsibilities.

Discover the intense lessons learned while managing public relations in real emergencies, where every word has significance and can impact...

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Wildfires are not just a devastating force of nature; they are a crisis that tests the limits of communication and collaboration. In this episode, we engage with Katy O’Hara, a fire management specialist with a wealth of experience in crisis communication and public information. Katy sheds light on the challenges faced by public information officers during wildfire emergencies, especially in high-stakes situations like those we've witnessed in the Pacific Palisades, where urgent evacuations and tragic losses occurred. 

Listeners will gain insight into how communication strategies evolve in response to the dem...

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Discover the critical role of the Family Liaison Officer in search and rescue operations with our guest, Moose Mutlow, a seasoned expert in the field. Moose sheds light on how this pivotal role serves as the communication lifeline between the incident commander and the families of missing persons, particularly in the challenging landscapes of Yosemite National Park. Through Moose's experience, learn how FLOs help navigate the emotional labyrinth of high-stress missions, ensuring families are kept informed with empathy and precision. We explore the FLO's unique position amidst varied stakeholders, underlining the need for...

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Discover how artificial intelligence is revolutionizing crisis communication management alongside our esteemed guest, Philippe Boremans. With his extensive experience in public relations, particularly in crisis and risk communication, Philippe unveils how AI tools like ChatGPT are reshaping the landscape. He shares invaluable insights on leveraging these technologies for efficient content creation and crisis planning while stressing the importance of ethical considerations. Whether you're a seasoned professional or just starting out in the field, Philippe's practical advice on using accessible AI tools will guide you in enhancing your crisis communication strategies.

You...

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Discover the secrets of crisis management on social media with our special guest, Destin Singleton, a seasoned corporate communications expert. Recognized as one of the top 20 business management podcasts in Texas, we're thrilled to bring you Destin's insights on effectively navigating localized incidents. From discussing the merits of creating temporary local social media channels to sharing strategies for engaging communities, this episode promises to equip you with the knowledge to build trust and maintain strong stakeholder relationships. Destin also recounts a riveting tale of handling a sudden marine crisis in Anchorage, highlighting the...

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Destin Singleton joins us on the Leading in a Crisis podcast to unravel the complex dynamics of hosting high-profile figures at your organization. Imagine receiving a call from the White House with just 72 hours to prepare for a presidential visit to your facility. Destin takes us behind the scenes of her tumultuous experience managing a last-minute presidential visit at an oil refinery in 2017. We weigh the potential benefits against the significant risks of such high-stakes situations and explore how to brace for the unexpected when your company becomes the stage for a national...

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On this episode Marc and Tom are joined again by Destin Singleton and we discuss the value - and surprises - that can come from a periodic refresh of your crisis plan. We call it spring cleaning. And a spruced up plan smells so much nicer, don't you think?

Company reorganizations, personnel changes in your team or in other departments can all impact your crisis plans. New people often need training, or a refresh of training, for roles they may fill in your response plan. 

If you would like a...

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On January 29, an American Airlines commuter plane collided with an Army Blackhawk helicopter near Reagan National Airport. All aboard both aircraft were killed, in what is our nation's worst airline incident in 11 years. 

How did American Airlines manage early communications around this horrific incident, a worst case scenario for any airline? We walk through the company's initial communications response to understand how they chose to speak to families of those who were on the plane, their employees involved in the response, and other stakeholders. We review their initial messaging and approaches t...

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In part 2 of our conversation about PTSD in the crisis management realm, we continue our conversation with Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley.  Sara shares tips for avoiding PTSD and other mental health issues when living and working in highly stressful situations.

We'd love to hear from you.  Email the show at Tom@leadinginacrisis.com.

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PTSD or post traumatic stress disorder is most often associated with combat veterans returning home after a lengthy, risk-filled deployment in battlefield conditions. But PTSD can also affect team members who deploy out to a major crisis incident response. They are often dealing with situations that threaten people and communities, where emotions are running high and responder stress levels are as well.

These conditions can wear us down and create mental health issues - the most serious of which leads to PTSD - that often go unnoticed and untreated. In this...