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A Small Problem

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In an organization you are always broadcasting on more than one channel at once, whether you intend to or not. Your exec team needs the unvarnished situation. The wider company needs enough to stay oriented without spinning out. Customers need a different message again. The failure mode is not the absence of a calm voice. It is using one voice for everyone: either feeding the cockpit a soothing story or dumping the cockpit’s panic straight into the cabin. Calm is contagious, and so is fear. Whichever one you transmit is the one that spreads.

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