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Carol Kinsey Goman
Leadership consultant

Carol Kinsey Goman

Carol Kinsey Goman is an executive coach, author and keynote speaker. Her latest book is The Nonverbal Advantage: Secrets and Science of Body Language at Work.

Avoid backlash in the first place

Question: It's now obvious that Homeland Security officials misjudged the public reaction to new airport security measures. What should leaders do when confronted with widespread backlash against a decision they still believe to be sound and in which they have invested considerable money and reputation? Should the TSA try to weather the storm or plot a strategic retreat?

The best way for any leader to deal with widespread backlash to change is to avoid it in the first place. Bring those who will be most affected by the change--unions, front-line workers, customers--into the planning process. Remember, no one likes change done to them; while most people willingly support change that they are involved in creating.

By Carol Kinsey Goman

 |  November 22, 2010; 2:10 PM ET
Category:  Accomplishing Goals , Corporate leadership , Crisis leadership , Failures , Government leadership , Leadership weaknesses , Making mistakes Save & Share:  Send E-mail   Facebook   Twitter   Digg   Yahoo Buzz   Del.icio.us   StumbleUpon   Technorati  
Previous: Get the messaging right | Next: A problem of political correctness


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This "change" requires the repeal of the Fourth Amendment to the Constitution, which is and should be a very difficult thing to do. We are talking about one of our most cherished freedoms, the right to be secure in our persons, houses, papers, and effects, against unreasonable searches and seizures. The Amendment states specifically that this right may not be violated, and that a warrant must be predicated on probable cause.

Bringing those most affected by the change into the process is not an option when the change is in violation of the fundamental law of the land.

Posted by: ancient_mariner | November 29, 2010 11:42 AM
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Yes, consult the American Public and provide them with options? Perhaps even experimentally attempt things before rolling them out en-masse? Why such ideas are novel, even revolutionary... no wait, they are just good practice.

The failure here is on so many levels.

Posted by: theartistpoet | November 24, 2010 1:22 AM
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