In boxing terms, a tough-looking fighter who can't take a punch is
said to have a "glass jaw," and so it is these days with targets of
controversy. Down the rabbit hole of scandal, the weak are strong,
the strong are weak. GLASS JAW is a manifesto for these times,
written by crisis management warhorse Eric Dezenhall who has spent
three decades inside of some of the most intense controversies in
recent memory.
In the digital age of 24/7 news, information is easily acquired
and quickly spread, and this has changed the fundamental nature of
controversy, rendering once mighty organizations and individuals
powerless against scandal. Think Toyota, Susan G. Komen, Paula
Deen, Tiger Woods, Penn State and Joe Paterno, BP, the Duke
Lacrosse players, Lance Armstrong, Manti Te'o, and Anthony Weiner.
Here Dezenhall defines this new reality where information moves at
the speed of light and reputations are tarnished ever faster. In
GLASS JAW, he analyzes controversy and scandal from the perspective
of the truth-telling crisis management veteran to demystify the
paper tiger "spin" industry, offering lessons learned, crucial
corrective measures, and counterintuitive insights, such as:
How there really is no getting ahead of a bad storyThe art of the
public apology Why a crisis is not an opportunity and Hemingway's
The Old man and the Sea is the I Ching of crisis management
(because the old man survived and nothing more) The problem with
"getting it all out there" and The Nixon Fallacy: if only he had
just said "I screwed up," the whole thing would have gone away-not
a chanceWhy you are the enemy: the self sabotage of technology,
cameras, tweets, and emails
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