There was a time when the worst that could happen to an organization was a scandal on the nightly news. Picture an attorney alongside a mother claiming the hospital in the background killed their baby; a resident in front of their building accusing the development company of building houses on a toxic landfill; or rejected […]
I’ve spent years helping organizations understand something that might seem counterintuitive: the best way to protect yourself from lawsuits isn’t to build higher walls or hire more lawyers. It’s to recognize that when someone comes to you with a complaint, they’re often already traumatized—and how you respond in those first critical moments can determine whether […]
The road to the whole truth is messy. The only certainty you can count on are competing narratives. I’ve overseen the representation of clients in thousands of cases, and I’ve learned something crucial: when you’re facing conflicting accounts of what happened in situations in the workplace, your response in those first critical moments determines whether […]
I’ve seen firsthand how transparency can transform an organization’s relationship with both employees and clients. When I was navigating my own experience at Harvard, the lack of transparency in their process left me feeling powerless and excluded. That experience taught me something crucial: transparency isn’t just about being nice—it’s about preventing unnecessary damage to everyone […]
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