Crisis Management: CEOs and CHROs can learn from Ellen
Crisis Management: CEOs and CHROs can learn from Ellen
Just like that, American comedian Ellen DeGeneres finds herself in crisis mode and her reputation tarnished after being on top of the daytime talk show world with the “Ellen DeGeneres Show” for nearly 20 years. In recent months, the show has become the target of dozens of former and current employees -- and even a few guests -- who are speaking out about a toxic workplace, one characterized by unethical behind-the-scenes behavior, such as sexual misconduct, harassment and racism.
While the allegations have been lodged against the show’s top executives, specifically the producer and executive producer and not Ellen directly, where does the buck stop?
I can’t help but think that if Ellen addressed these allegations when they first erupted, she might not be in the predicament she finds herself in. After all, there’s no shortage of CEOs to learn from, those who over the years failed to listen, be accountable, really apologize and take quick and decisive action to right the wrongs. Already there’s industry talk that Ellen will be leaving her show. And there’s speculation in the entertainment and business media about who her replacement might be. This is not the type of media coverage Ellen is used to, but here it is.
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently,” is one of Warren Buffet’s quotes to live by. Was Ellen unaware?
Instead of proactively addressing the allegations against her show, Ellen instead stayed silent for weeks on end. And by doing so, lost control of the narrative. When she finally did speak, it was last week in a staff memo in which she did not hold herself accountable. Big mistake! Ellen said in her memo she will “correct” the issues staffers raised but that she “had not been able to stay on top of everything and relies on others to do their jobs as they knew I’d want them done.”
What I believe Ellen should have done when she finally decided to go public amidst the damaging allegations against her show are the same things we counsel our clients, CEOs and CHROs, to do when faced with a workplace crisis where employees believe they have been harmed or wronged:
Take complete responsibility and apologize to the employees first (and their families in some cases) – privately and publicly.
Issue a sincere blanket apology.
Have the CEO issue the apology (in this case, Ellen).
Keep the channels of communication open – listen, listen, listen and restate the apology at every opportunity.
Keep the public posted on the progress to address and solve the problem.
Restate the company or individual’s intent to take responsibility; fix the problem and do what is right.
Perhaps it’s still not too late in the court of public opinion for Ellen to right the ship. Like many of you, I will be watching.