CRISIS-COMMUNICATION5 MIN READ
Tell The COO The Draft Is Too Reassuring
Coach an executive to replace over-reassurance with empathy, uncertainty, and action.
Marta M COO 1 Name risk 2 Offer line 3 Hold boundary Marta wants to send a calm customer email before Security has finished the log review. The draft could create a trust breach if facts change. 12 minutes before send overpromise risk Empathy -> bounded uncertainty -> action Use CERC to replace false calm with credible calm. Do not attack the leader's intent; upgrade the sentence. Say no
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