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In this episode, host Jeff Hahn explores one of the most overused things that leaders communicate in a crisis, the apology. Jeff wraps up his series on crisis messaging with guest co-host Russ Rhea with an in-depth look at the “mortification strategy” in image restoration. You’ll hear both good and bad examples of apologies in crisis situations including Chef Mario Batali, McDonalds and KFC. Jeff will also reveal the eight characteristics of a good apology and the best timing to make an apology.

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