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GettingtheMessageRight TimCullen
Director,OxfordProgrammeonNegotiation SadBusinessSchool,UniversityofOxford
AsiaWaterWeek2013 ADB
15March2013
Aristotle Rhetoric
Logos Ethos Pathos
15Secondstoconveyacomplexmessage
ADBsponsoredTVspot2006
Shouldwaterbefree? Yes.Itmustbefreefrompollutionand bacteriathatcausedisease.Freetoenjoy withoutwalkingsofar Imwillingtopayafairpriceforagood waterservice. CLEAN WATER HAS A COST
HoneYourMessages
TheRuleofThree
Recall
Threethoughtprovokingpoints
TooMuchWater TooLittleWater TooDirtyWater
Logos
Simplicity KISS Ruleof3 TipoftheIceburg Relevance
Ethos
Authority Liking WYSIWYG Listening
Pathos
Knowtheaudience Knowthecontext Frametheargument Anticipatequestions Sharedvalues
Ethos 1
Choosemessengersaccordingto:
Knowledge Abilitytoconnectandarticulate Charismaandabilitytoinspire Position(butdontletstatustrump everythingelse)
Ethos 2
Retaincommunicationsprofessionals (internalorconsultants)tohelpwith strategiesandformsofdelivery,butAvoid slickPRcampaignswhichlackcredibility Useyourownbestpeopletodeliver messages Userespectedthirdpartyvalidators to reinforceyourcredibility
Pathos
Knowyouraudiencesandputyourselvesin theirshoes Mapinteractionsamongstakeholdersand recognisehowtheyinfluenceeachother Thisshouldguidestrategiestobuildpolitical support
Keepmessagesconsistentbutadjustemphasisforaudiences
UnderPromise OverDeliver
KeepthethreeRsaligned
Reality
Rhetoric
Reputation
Slogans&Themes
..andwhenthingsgowrong
GetoutaheadwithfullandpublicdisclosureASAP (withinlegalliabilityconstraints,butdontletyour lawyerbullyyou). Tellthetruth Beseentobetakingtheproblemseriouslythrough actions Choosebestseniorcrediblespokesperson Moveonassoonaspossiblewithpositive announcements
Avaluableguidancenote
Thankyou!
tim.cullen@sbs.ox.ac.uk