BP Crisis Management: Being a good CEO doesn't make you a good spokesperson

BP Crisis Management: Being a good CEO doesn't make you a good spokesperson

BP: Being a good CEO doesn't make you a good spokesperson

There is no doubt that the sheer severity of the Gulf catastrophe has had a monumental effect on the reputation of BP, justly or not, and the financial cost will be staggering. But with perception being reality, how much has the 'perception' of BP's response contributed to the financial accounts?

BP's engineers, along with countless others from several agencies, have worked tirelessly to stem the oil flow, yet still they are seen as the culprits, while the US government and its loose legislative approach to oil drilling in the area, Haliburton, responsible for the mechanical upkeep of systems that failed, and Transocean, the drilling company hired by BP, largely avoid the ire of the public. BP's response has been massive, practically and financially, yet their efforts are all painted against the blame which is thrown at them.

The fact that public anger is concentrated on BP, and not others, may have something to do with the media response they put forward. It terms of crisis communications they have acted quickly and succinctly, as can be seen from their online work. But their words, coming from their spokesperson of choice, CEO Tony Hayward, have acted as a magnet for anger and distrust, not sympathy and understanding. And the question, albeit unquantifiable, must be raised: how much has the performance of Hayward in the media contributed to the financial hammer blow? 1%, 5%, 10% (even at 1% we're taking lots of zeros)

It is ironic that Tony Hayward, a very capable CEO, has always been known for his aggressive approach to maintaining and raising safety standards. His experience in the field of oil exploration and the industry as a whole is (or should be) beyond reproach. But all that counts for little when dealing with a vengeful media, encouraged by a public baying for blood, feeding a crisis maelstrom.

Hayward - Good CEO, bad spokesperson?

The cleverest, most capable, experienced, sensible, respected, even honest, CEO is never necessarily capable of dealing with a media storm. Such circumstances tend to be way outside their comfort zone, in an environment normally way out of their control. The angel of the boardroom may be adept at managing people, resources, time, finances and the market, but without considerable forethought, experience, and training in dealing with the media these management attributes will count for little, and may cost a lot.

Hayward has been castigated for his performance in the media - from wanting his life back, when 11 were killed in the initial tragedy, to claiming that the ocean is very big, when to locals that's not quite the point. There are many other examples, in which Hayward has added (excuse the pun) fuel to the fire.

Having looked into Hayward's background and career, there is little doubt over the honourable intentions of BP's Chief, but if CEOs, senior managers, subject matter experts and spokespeople are ever going to face the media under such an onslaught, preparation, practice, mentoring and extensive training are utterly vital. Working your message (assuming you know what it is), reconnecting during interview, handing tangential issues, subtle bridging, persuasive techniques, linguistic dexterity - these are all cerebral actions which must be almost second-nature during the sparring of a harsh media interview, manifesting itself in a rapid mental obstacle course. Speaking confidently at the annual AGM, providing lively and humourous dinner party chat amongst other titans of industry, eloquently arguing your case in the boardroom - all good and well, but such attributes, whilst handy, will not enable the dynamics, strategy and tactics required of a crisis media interview (or any media interview, come to that). It is a different ball game, in a different ball park, in a different country.

In defending one's reputation during a crisis, being seen to do the right thing is crucial but as Hayward has shown, words spoken in the media during a crisis can be very, very expensive, immediately and for a long time afterwards.

CB3 Communications are specialists in media training, issue and crisis management and public diplomacy, providing exclusive and bespoke communications services to public and private sector organizations operating in a turbulent geo-political international environment. http://www.cb3communications.co.uk

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