THE CRISIS READY INSTITUTE BLOG

Empowering Leadership in a Crisis

More than a few decisions by US leaders have raised eyebrows during the COVID-19 pandemic. One of the most revealing of the widening leadership gap in Washington, is the fate of Navy Captain Brett Crozier.

Captain Crozier is the former commanding officer of the aircraft carrier, Theodore Roosevelt, who was recently relieved of his duties by Navy brass for going outside the chain of command to ensure the well-being of his crew when COVID-19 started spreading onboard his ship. While his actions caused his removal by a top Pentagon political appointee, the sailors who served under him showed their appreciation:

The crew salutes its departing captain

Those who know a little about military protocols understand how big a deal it was for Captain Crozier to raise the alarm about the growing coronavirus threat aboard his ship—we’re talking about someone who reached the pinnacle of command in the mighty US Navy by getting to be CO of one of the most powerful warships ever built, risking it all for the sake of his people.

To me, that’s what true leadership is: realizing when something drastic may need to be done and having the courage to do it for the sake of those you lead and serve.

In contrast, we can look at the actions taken by Scotland’s Chief Medical Officer who broke her own rules about physical distancing:

Empowering leaders at every level

The Crozier episode brought to light a key requirement for an organization’s readiness to face any crisis: empowering its leaders at all levels.

Trying to control absolutely everything from the top during a crisis can result in paralysis. So, I thought it’d be interesting to use the Crozier example to highlight a few elements of the kind of crisis ready leadership that can help give all organizations a chance to shine through challenging circumstances.

Hats off to USN Capt. Brett Crozier. In honor of his exemplary leadership, let’s borrow his name to structure these key aspects of a crisis ready leader: 

C is for courage:

After gauging the situation, leaders across crisis ready organizations are not afraid to act. They follow their training, their plans and their intuition to do the best with the tools they have.

R is for responsibility:

A successful organization has a clear accountability framework that trains and then encourages leaders to be proactive during a crisis in their areas of responsibility. They know when to seize the initiative and when to bring issues of concern up their chain of command.

O is for openness:

Leaders across an organization poised to come through a crisis successfully, are transparent about their intentions, goals and the rationale behind the decisions they take.

Z is for zeal:

Strong leaders are unrelenting in their pursuit of doing the “right thing”. They constantly assess their course of action and adjust to meet the reality on the ground at all levels.

I is for Integrity:

Strong leaders conduct themselves and shape their actions during a crisis by following their organization’s values and with the “greater good” in mind. They think beyond immediate corporate benefits. Instead, they adopt the longer term vision about how their people, their stakeholders and their clients—and eventually their reputation—will come out stronger on the other side.

E is for empathy:

Strong leaders keep demonstrating they care for their people. They see to their well-being so the mission can be carried on. They lead by example, and they lead with emotional intelligence.

R is for readiness:

The CEO of a crisis ready enterprise knows that the ability to be nimble, to do the right thing and to empower its leaders at all levels are all based on good planning, clear and simple procedures, and a sound exercise program. All the elements of a culture of readiness.

Needless to say, I think Captain Crozier will do very well in the private sector.

Are your leaders empowered?

How does your organization empower its leaders—and what have the results proven to be for your teams, your brand, your reputation and your management of the current COVID-19 impacts?

Right now is a perfect time to assess this aspect of your company’s culture, take notes, learn from mistakes, observe and learn from others, and put a plan together to strengthen any areas that will help solidify your crisis readiness moving forward.

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    Paul Damaren

    Paul Damaren is the Global Director of Strategic Accounts for LRQA, a global Assurance Provider. Paul also holds the position of Chief Commercial Officer and Partner at StepUp Solution Services. Paul has worked as a Senior Executive in the Certification space for 10 years and has over 39 years’ experience in the Hospitality, Certification, Service, Retail agri-food and Technology sectors. Damaren is skilled in sales, marketing, certification, operations and software applications and he possesses an MBA from McGill University.

    Mr. Damaren has worked with many companies across multiple sectors in supporting their food safety, supply chain, health & wellness, front & back of house operations, brand protection, quality, environmental, health & safety, GMP/GDP compliance, automotive, aerospace, medical, information security and technology requirements.

    Paul was formerly a board member and Treasurer for the Ontario Food Protection Association (OFPA) and is a currently an Advisor & Council Member with The GW University School of Business and the Crisis Ready Institute.

    Before working in the Certification industry, Damaren was a professional Chef/consultant for 20+ years working in major hotel chains, restaurants, private golf courses and food service organizations. Further, Damaren was a member of the National Canadian Federation of Chefs and Cooks (C.F.C.C.) for 14 years, member of the Region of Waterloo Culinary Association (R.W.C.A.) for 14 years, President of R.W.C.A. (Region of Waterloo Culinary Association) for 3 years, special Events chairman - R.W.C.A. – 1998 – 2000 and National Culinary Ambassador to Russia for 5 years.

    Paul’s wealth of knowledge and experience across the span of our services supports his commitment to the ongoing success of our customers.

    As Executive Vice President and Managing Director in the BCW Public Affairs and Crisis practice, Licy drives healthcare and social impact policy and strategy, and helps shape strategic direction on diversity, inclusion and belonging for the firm and its clients across North America, in public and corporate affairs, government relations, communications, crisis and reputation management. Licy also leads the BCW Healthcare Team in Washington, D.C.

    An expert in public affairs, policy and diversity and inclusion, with over twenty five years of experience at the international, national, state and local levels across the nonprofit, philanthropic, corporate and government sectors, Licy is an accomplished, values-driven leader with unparalleled experience in developing and leading integrated public affairs campaigns combining strategic communications, public relations, political/legislative initiatives, policy, coalition building, grassroots efforts and advocacy.

    Before joining BCW, Licy built and lead a nationally recognized minority owned strategic public affairs and communications firm, served as Health Practice Chair and Principal at The Raben Group, was the Chief Executive Officer of The AIDS Alliance for Children, Youth and Families, and managed and helped set the leadership direction for strategic policy, communications, and advocacy investments in executive and senior government affairs roles for the American Cancer Society and the nation’s Community Health Centers.

    Before joining the private sector, Licy was domestic policy advisor to U.S. Congressman Barney Frank and served in several capacities in the Office of Senator Edward M. Kennedy. During his extensive tenure in Washington, D.C., Licy has played a leading role in efforts to draft, shape and enact legislation and policy to improve the public health, health care safety net and the lives, livelihoods and well-being of the nation’s disadvantaged and underserved communities. 

    Licy also has worked with Moet Hennessey to drive diversity and inclusion on Wall Street and corporate America. He has partnered with Vice President Al Gore, senior government officials, scientists, NGOs and activists, on global climate change impact and sustainability across Africa. And he was appointed by Republican and Democrat governors to oversee the conservation, preservation and management of a prominent U.S. national historic landmark.

    Licy is a graduate of Duke University and holds a certificate in public health leadership in epidemic preparedness and management from the University of North Chapel Hill—School of Public Health and Kenan Flagler Business School, and is the recipient of multiple industry awards and citations for his leadership, policy and public affairs acumen, including being named to The Hill Newspaper list of most influential  leaders in Washington, D.C. consecutively over the last ten years. As a global citizen, Licy has lived in Turkey and Spain, and is fluent in Spanish and Cape Verdean Portuguese.

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    Melissa Agnes

    FOUNDER AND CEO, CRISIS READY INSTITUTE

    • Recognized globally as an expert, thought-leader and visionary in the field of crisis communication.
    • Has worked with global players, including NATO, the Pentagon (DoD), Ministries of Foreign Affairs and Defense, financial firms, technology companies, healthcare organizations, cities and municipalities, law enforcement agencies, aviation organizations, global non-profits, etc.
    • Author of “Crisis Ready: Building an Invincible Brand in an Uncertain World”—ranked amongst the leading crisis management books of all time and named as one of the top ten
      business books of 2018 by Forbes.
    • Creator of the Crisis Ready® Model–which is recognized and being taught as leading industry best practice in universities and higher education curriculums around the world,
      including at Harvard University.
    • Leading international keynote speaker on the subject and TEDx alumna.
    • Sat on the panel tasked with developing the International Standard for Crisis Management— ISO 22361, Guidelines for developing a strategic capability.
    • Sits on the Board of Directors for ZeroNow, a non-profit on a mission to bring school violence down to ZERO.
    • Sat on Police Professional Standards, Ethics and Image Committee for the International Association of Chiefs of Police.
    • Founder of the Crisis Ready® Community.

    Build for a stronger tomorrow by strengthening your team’s skills in issue management, crisis management, and crisis communication.

    Between the demands of our social impact economy, the divisiveness of society and the many other challenges in front of us, embedding a crisis ready culture is more important than ever before. Having a team that is trained, poised, and empowered to effectively respond to risk, controversy and other threats, will strengthen stakeholder relationships and increase the brand equity of your organization. This is a powerful opportunity. The Crisis Ready® Coaching Program is specifically designed to equip your team with the tools needed today for launching into a stronger tomorrow.

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    Licy Do Canto

    Licy Do Canto, is a veteran of public policy, corporate strategy, health care communications and diversity and inclusion, is managing director of APCO Worldwide’s Washington D.C. office headquarters and mid-Atlantic region lead. Licy is also a Global Advisory Council (GAC) member here at the Crisis Ready Institute and a highly recognized African-American public affairs, lobbyist and communications strategist— recognized by TheHill newspaper for the 11th consecutive year as one of the most influential leaders in Washington, DC.

    As Executive Vice President and Managing Director in the BCW Public Affairs and Crisis practice, Licy drives healthcare and social impact policy and strategy, and helps shape strategic direction on diversity, inclusion and belonging for the firm and its clients across North America, in public and corporate affairs, government relations, communications, crisis and reputation management. Licy also leads the BCW Healthcare Team in Washington, D.C.

    An expert in public affairs, policy and diversity and inclusion, with over twenty five years of experience at the international, national, state and local levels across the nonprofit, philanthropic, corporate and government sectors, Licy is an accomplished, values-driven leader with unparalleled experience in developing and leading integrated public affairs campaigns combining strategic communications, public relations, political/legislative initiatives, policy, coalition building, grassroots efforts and advocacy.

    Before joining BCW, Licy built and lead a nationally recognized minority owned strategic public affairs and communications firm, served as Health Practice Chair and Principal at The Raben Group, was the Chief Executive Officer of The AIDS Alliance for Children, Youth and Families, and managed and helped set the leadership direction for strategic policy, communications, and advocacy investments in executive and senior government affairs roles for the American Cancer Society and the nation’s Community Health Centers.

    Before joining the private sector, Licy was domestic policy advisor to U.S. Congressman Barney Frank and served in several capacities in the Office of Senator Edward M. Kennedy. During his extensive tenure in Washington, D.C., Licy has played a leading role in efforts to draft, shape and enact legislation and policy to improve the public health, health care safety net and the lives, livelihoods and well-being of the nation’s disadvantaged and underserved communities. 

    Licy also has worked with Moet Hennessey to drive diversity and inclusion on Wall Street and corporate America. He has partnered with Vice President Al Gore, senior government officials, scientists, NGOs and activists, on global climate change impact and sustainability across Africa. And he was appointed by Republican and Democrat governors to oversee the conservation, preservation and management of a prominent U.S. national historic landmark.

    Licy is a graduate of Duke University and holds a certificate in public health leadership in epidemic preparedness and management from the University of North Chapel Hill—School of Public Health and Kenan Flagler Business School, and is the recipient of multiple industry awards and citations for his leadership, policy and public affairs acumen, including being named to The Hill Newspaper list of most influential  leaders in Washington, D.C. consecutively over the last ten years. As a global citizen, Licy has lived in Turkey and Spain, and is fluent in Spanish and Cape Verdean Portuguese.

    Melissa Agnes

    Recognized globally as an expert, thought leader and visionary in the field of crisis communication, Melissa Agnes has worked with global players, including NATO, the Pentagon (DoD), Ministries of Foreign Affairs and Defense, financial firms, technology companies, healthcare organizations, cities and municipalities, law enforcement agencies, aviation organizations, global non-profits, and many others.

    In 2020, Melissa founded Crisis Ready Institute, a public benefit corporation dedicated to teaching advanced crisis communication skills.

    She's currently passionate about providing dedicated support to crisis communication consultants. Through her programs, she’s focused on helping them strengthen their crisis communication skills and credibility in the market, and supporting them in growing and scaling their business. The work they do is important and she's passionate about helping them amplify the positive impact they have in the world.

    Her book, Crisis Ready: Building an Invincible Brand in an Uncertain World, is taught in dozens of universities around the world, including at Harvard University; is ranked amongst the leading crisis management books of all time, by Book Authority; and was named one of the top ten business books of 2018 by Forbes.

    Melissa is the creator of the Crisis Ready® Model, which is recognized and being taught as leading industry best practice in the fields of crisis management and crisis communication.

    As an in-demand international keynote speaker and a TEDx alumna, Melissa has traveled the world helping organizations and leaders further strengthen their crisis ready mindset, skills and capabilities.

    In 2019, Melissa founded the Crisis Ready® Community, a space for professionals to come together to support one another, collaborate and strengthen their crisis ready skills.

    Melissa sits on the Board of Directors for ZeroNow, a non-profit committed to ending harmful events in schools.

    She also sat on the Board of Trustees for D'Youville University for four years until the end of her term, where she also serves as a visiting scholar for the course she co-created and co-teaches on Crisis Leadership.

    Passionate about serving law enforcement and bridging the trust divide between agencies and the communities they serve, Melissa is a former member of the International Association of Chiefs of Police (IACP). In 2021 she co-chaired a committee tasked with developing a strategy and plan of action to begin resolving the trust crisis in the U.S.

    In 2019 and 2020, Melissa sat on the panel tasked with developing the International Standard for Crisis Management— ISO 22361, Guidelines for developing a strategic capability.

    Born and raised in Montreal, Quebec, Melissa currently lives in New York City and enjoys weight-lifting, sailing, and exploring new cities, countries, and cultures.

    Erick Anez

    Erick Anez is the Global Head of Business Resilience at Finastra. Erick is a proven leader with well over a decade of experience leading change and transformation in the Operational Resilience field.

    His hands-on approach focuses on operational learning, culture, and reputational management. Erick holds a Bachelor of Emergency & Homeland Security, Graduate studies in Security and Disaster Management, is a Certified Business Continuity Professional (CBCP), Certified Risk Management Professional (CRMP), graduate of the FEMA institute in Incident Management and Command, and is a respected member of Public-Private partnerships within the Department of Homeland Security (DHS), Federal Bureau of Investigations (FBI) and  the Federal Emergency Management Agency (FEMA).

    Some of his most notable achievements in the field include leading the private sector response to Hurricane Maria as well as working with the Department of Homeland Security (DHS) in Continuity of Operations (CCOP) projects for mission-critical facilities in the United States. Erick has also trained with the Center for Disease Control (CDC) in Infectious Disease Planning and community response, including Point of Dispensing initiatives.

    From 2016 to 2019, Erick held several roles at Crowley and, most recently, was the company’s Managing Director of Safety & Resilience. During this time, he was responsible for resilience operations supporting all business segments as well as leading the organization’s safety culture improvement journey. At Crowley, he led the Occupational Health & Safety, Business Continuity, and Crisis Management teams.

    Before joining Crowley, Erick held similar roles at Southwest Gas and Third Federal Savings & Loan.

    Aaron Marks

    Founder and Principal, One Thirty Nine Consulting
    Global Advisory Council Member, Crisis Ready® Institute

    Aaron Marks is the founder and principal of One Thirty Nine Consulting, providing services for small and large businesses in Risk, Crisis, and Consequence Management.

    Supporting both domestic and international clients, he provides operational and subject matter expertise in readiness and preparedness, crisis and incident management, and business and operational continuity for complex systems and organizations.

    Aaron has provided in-depth review, assessment, and analysis for technology, policy, and operational programs for clients in healthcare, critical manufacturing, and entertainment and hospitality, as well as for state, local, tribal, territorial, and federal governments in the United States, Europe, and the Middle East. He is a recognized authority on the application of nontraditional techniques and methodologies to meet the unique requirements of training, evaluation, and analytic games and exercise.

    Prior to entering the readiness and preparedness field, Aaron was the Director of Operations for a commercial ambulance and Emergency Medical Services (EMS) provider in western New York State where he participated in the integration of commercial EMS and medical transportation resources into the local Trauma System.

    During his 30-year career, Aaron has worked in almost every aspect of EMS except fleet services. This includes experience in Hazardous Materials and Tactical Medicine, provision of prehospital care in urban, suburban, rural, and frontier environments, and acting as a team leader for both ground and aeromedical Critical Care Transport Teams.

    Aaron is a FEMA Master Exercise Practitioner and received a B.A. in Psychology from Texas Tech University in Lubbock, Texas, and a master’s degree in Public Administration with a focus in Emergency Management from Jacksonville State University in Jacksonville, Alabama. He is also a Nationally Registered Paramedic and currently practices as an Assistant Chief with the Amissville Volunteer Fire and Rescue Department, Amissville Virginia.

    Chris Hsiung

    Chris is the 11th Police Chief of the Mountain View Police Department, located in the heart of Silicon Valley. For more than 25 years, he has served the Mountain View community, and as the department’s leader, is passionate about maintaining MVPD’s role as a progressive law enforcement organization in the 21st century.

    Chris is an internationally recognized speaker and columnist on the areas of crisis communications, critical incident management, leadership, and engagement with stakeholder groups. In his time with Mountain View PD, Chris has held a variety of investigative, tactical, and leadership roles, serving in every division in the organization. He is a graduate of the Harvard Kennedy School of Government Senior Executives in State and Local Government program and has a master’s degree in eBusiness Management from Notre Dame de Namur in Belmont, CA.

    Chris also serves in several leadership positions on multiple boards, including as president on the Government Social Media Leadership Council and committee member on the IACP's Professional Standards, Ethics, and Image Committee. Previously, Chris served as a board member for the Peninsula Conflict Resolution Center and two terms as a commissioner on the City of San Mateo Community Relations Commission.

    You can connect with him on Twitter @Chief_Hsiung or LinkedIn.

    Ashley Davis

    Ashley is a Brand and Marketing Strategist who partners with CEOs, executives and solopreneurs to grow their personal and professional brands. After spending over a decade working in strategic communications for multimillion dollar brands and startups, Ashley knows what truly drives conversations, builds mutually beneficial relationships between organizations and their stakeholder groups and attracts strong strategic partnerships.

    Ashley has helped organizations and leaders increase employee awareness and overall understanding of the company vision. She has strong experience / knowledge of social media tools and techniques for driving awareness, reputation and brand—and is known for advancing a company's messaging in the marketplace by growing the following of now multiple multimillion dollar brands and startups.

    Ashley has served as the Editor of monthly all employee publications by managing the planning, writing and production. She is an integral part of new product launches and is frequently engaged to train entire sales teams along with channel / distribution partners on new product launches. In addition to her extensive experience, Ashley is a trained business coach.

    Ashley holds a BA in Global Business Management from the University of Phoenix.

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