Crisis Communications
Media Training
Media Relations
Litigation Communications
Crisis – a situation that has reached a critical phase for which dramatic and extraordinary intervention
is necessary to avoid or repair major damage.
- Harvard Business Review
The research is very clear that organizations can emerge from a crisis with a better reputation than if the crisis never happened,
because people see how you handle it under fire.
- Frank Ovaitt, President & CEO, Institute for Public Relations
Traditional public relations practitioners want to educate and inform over some period of time. We are crisis communications specialists.
It’s our job to make your pain stop or go away – now!
- Bruce Hennes & Barbara Paynter
Hennes Communications
When your business, government or nonprofit agency or reputation is threatened, you need a specialist.
A crisis comm specialist.
Founded in 1989, Hennes Communications LLC is the only crisis communications boutique firm in Ohio.
Hennes Communications offers a wide range of crisis-oriented services, including media training, media relations, litigation communication support, pre-crisis preparation, crisis drills and presentation training.
Today, our firm handles a diverse set of clients from corporations, government agencies, nonprofits, trade associations and professional service firms to hospitals, school systems, colleges and universities who are “on trial” in the Court of Public Opinion. Among the types of clients we have handled: industrial accidents, plant closings and staff reductions, white collar crime, product recalls, food contamination, activist protests and attacks, work stoppages and labor disputes, sudden changes in leadership, medical malpractice, environmental clean-ups…and many others.
The firm's principals are Bruce Hennes and Barbara Paynter, APR. Our professional staff includes former reporters and producers, and professional communicators with extensive corporate, government and education experience. We are based in Cleveland, Ohio.
The firm is a coalition member of ProtectingAmerica.org and National Preparedness Month (US. Dept. of Homeland Security). We are also active with the Business Emergency Planning Association.
How We Approach Crisis Communications
It’s been said that it takes a lifetime to build a reputation -- and only seconds to destroy it. The same is true for a business, nonprofit or government agency, no matter if there’s one or 1,000 employees.
Your business or organization can face a crisis at any time. When you call for help, you need a quick response from experts who can quickly assess your situation and resolve your issues. And because every crisis situation is different, you need someone who can effectively develop a strategy specific to your situation and concerns.
Hennes Communications is staffed exclusively by senior-level consultants with many years of experience in crisis communications. We are flexible, responsive and we’re able to get up to speed quickly, understand your issues, develop the best strategy for your situation and then partner with you to execute that strategy.
We think strategically and can guide you through a wide variety of potential and actual crises. We know how to get you to the “other side” with your reputation and market share preserved – and maybe even enhanced.
Our Services
Crises are show-stopping events; they typically have multiple phases. Hennes Communications can help you prepare for a crisis before it occurs; respond to a crisis when it occurs; and rebuild your reputation after the crisis.
Our core services include:
- Crisis communications and litigation communications support
- Media training
- Crisis plans
- Crisis drills
- Media relations
Hennes Communications also provides seminars, keynotes and breakfast/luncheon talks on a wide variety of subjects.
For more information about our services, please call us at 216-321-7774 or email us at info@crisiscommunications.com
Crisis Communications and Litigation Communications Support
Your firm or agency is in trouble…your CFO has been arrested…you’re the target of a class-action lawsuit…your product is being recalled…the company truck was in an accident…hackers compromised confidential data…the pressure is on…the camera crew is at the door….
When it happens to you, your business or your agency, how will you tell your employees? Your customers and vendors? What will you say to your neighbors and local elected officials?
Hennes Communications has handled scores of crises for organizations of all types, including product recalls; health, safety and environmental concerns; financial and corporate controversies; internet attacks and workplace issues.
We can help you develop the appropriate strategy for responding to any crisis, large or small. We’ll work with you to develop appropriate messages and then help you put a strategy in place. We’ll help you identify the best methods to get the word out – web postings, text messages, emails, letters, phone calls, traditional media. And we’ll help you monitor reaction and respond appropriately.
Hennes Communications' Crisis Comm SWAT Team is also adept at media relations. We can help you manage your interactions with the media both proactively and reactively.
Barb Paynter was a voice of reason, helping hone in on key issues, messages and processes for our client.
It has been a pleasure to have your professional resources for (COMPANY NAME REDACTED).
Val Hoover, Esq.
Kohrman, Jackson & Krantz
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Hennes Communications has guided our organization through some highly complicated and potentially volatile matters. The company has been calm, thoughtful, and strategic in their approach to every challenge, and not a single misstep has ever been taken. Working with Hennes Communications means having peace of mind and, for us, that is invaluable.
Marcie Goodman, Executive Director
Cleveland Film Society
Media Training and Presentation Training/Coaching
Do you know how to handle a high-pressure TV interview? Do you know where to look? What to wear? Where to put your hands? Does your staff know what to do if a reporter calls? What if a camera crew shows up unannounced in your lobby – or ambushes you in the parking lot?
More important – will you have appropriate responses to the toughest questions? Will you “manage the message” and advance the cause of your business, agency or nonprofit?
You can be certain the senior executives at virtually all of the Fortune 500 companies have been through media training where they’ve learned to deal with adversarial situations with journalists. Perhaps it’s time for you to learn this specialized set of media survival skills?
No one trains clients for high-stakes situations better than Hennes Communications. We can prepare your staff and media spokesperson before the media shows up and show you how to communicate with power, mastering even the toughest interview, speech or presentation.
We also offer spokesperson & presentation training and coaching, teaching spokespersons to improve their skills and daily interactions with peers, subordinates, investors, journalists and other outside parties.
Call Bruce Hennes or Barbara Paynter at Hennes Communications today at 216-321-7774 or by email at info@crisiscommunications.com and talk to us about media, spokesperson and presentation training/coaching for you, your top execs -- or anyone who might have to hold the fort down with a reporter until the appropriate spokesperson can be located.
Remember - you’ll be judged not just by how you handle a crisis -- but by how you communicate in a crisis. Never again go into a media interview unprepared.
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Bruce Hennes conducts a nuts and bolts no-nonsense seminar full of great advice laced with enthusiasm and humor.
The time flies as he delivers great, actionable advice.
Norman Wain
Adjunct Professor, Mass Media
Case Western Reserve University
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You were definitely a hit with our members. They loved your presentation and we had many requests to bring you back again. From the 96 members in attendance, we received such comments as: wnderful speaker; very informative and energetic; best one yet; very knowledgeable; really enjoyable speaker; super, super, super; useful information; would love to hear more; great speaker; bring him back; excellent, excellent; great understanding of crisis communication with great points and real life examples; one of the best.
Thank you so much for making our meeting so successful.
Vivian Montgomery
Geauga Safety Council
Crisis Planning
Crises are very stressful. They can be emotional, sometimes devastating events. And they can happen at any time with little, if any, notice.
In these days of instant news and “citizen” journalists, every minute counts. Yet, unless you’re an expert in crisis communications, you will likely find it difficult to think strategically when your heart is racing and the TV camera is focused on your face. Far better to think through the strategy in advance and be prepared to communicate proactively.
An Integrated Crisis Communication Plan is the best way to ensure your organization will respond quickly and effectively, preserving its good name when a crisis hits.
Do you know the difference between a Crisis Communication Plan and a Business Continuity Plan? Many companies have thought through the operational and logistics issues related to any number of crises, from fires and natural disasters to catastrophic tech failures and sabotage.
But how you will communicate if one of those crises occurs? How you will handle the ensuing media attention? Will you be able to reach employees, customers and other “key influentials” quickly?
You are more likely to be credible and in control during a crisis if you have spent time preparing before the crisis occurs. Your company’s reputation is too important to leave to chance.
Performance excellence is a reflection of a professional sharing and coaching commitment. Every time you and your team come to Westfield, we are the beneficiaries
of the skills and knowledge delivered by the pros in the crisis comm and media relations business.
Ron Zambetti, Director of Security
Westfield Insurance
Crisis Drills
Testing your crisis plan is a critical part of crisis communication, business continuity preparation – and a major step towards resiliency. Hennes Communications can design and conduct cost-effective drills that simulate actual crises, testing your staff’s readiness and ability to respond.
Tabletop Drills
Tabletop drills simulate crises in a conference room setting. Typically, a tabletop drill can last anywhere from 2-4 hours, followed by a “debriefing” in which all participants note the lessons learned during the drill, capturing these impressions while the drill is fresh in their minds so that strengths and vulnerabilities can be accurately assessed.
After the drill is completed, we prepare a full report, focused in particular on the team’s readiness to respond to the flood of inquiries that would realistically occur during a crisis. Also considered and assessed:
- Did they have the appropriate tools to communicate and did they use them?
- Were they proactive or reactive?
- Did they follow the guidelines established in the Crisis Communication Plan, or in the heat of the moment were they inclined to “wing it” instead?
- Was the tone appropriate?
- Did they keep all critical members of the team informed?
- Did they effectively prioritize inquiries and respond accordingly?
Short of waiting for an actual crisis, this type of drill represents a cost-effective way to evaluate organizational preparedness while there’s still time to address needed improvements.
Functional Drills
Much more elaborate than tabletop drills, functional drills include both participants and actors simulating reporters, government officials, members of the public and others who might be involved in an incident. This type of drill unfolds in real time, with emphasis on realism.
Having a business continuity and/or crisis communications plan in place is good. Testing that plan is better.
For more information about testing your plan with a drill or to find out more about our services, please call us at 216-321-7774 or email us at info@crisiscommunications.com
Keynotes & Seminars
How the Media Manipulate the News is a 30-90 minute talk providing an overview of the media. Appropriate for individual businesses, trade associations, corporate retreats, etc., because it's somewhat entertaining while offering a significant and actionable takeaways for participants.
Managing the Media can be as brief as three hours, or run as long as eight hours when it includes full-scale media training. Media training puts executives and other potential spokespersons through taped mock interviews using scenarios specific to your industry or business. Some versions of this seminar are certified for Continuing Legal Education credits by the Ohio Supreme Court's Commission on CLE and the Ohio Attorney General's Office for continuing education credits for police officers.
Managing the Message: Presentation Training is fully-customizable and can be done as one-on-one executive coaching situations or as group presentations. These customized training sessions include such topics as using PowerPoint more effectively, assertiveness training, handling tough communications challenges and making meetings work. All of these seminars are designed to help you, your executives and team communicate with power and poise.
Essential Elements of a Crisis Plan is a one-hour seminar designed to introduce your organization to crisis planning. This is a practical seminar for any organization that is just beginning the crisis planning process, or for those who have prepared a business continuity plan and recognize the need for a crisis communication plan.
Media Relations: Tools, Tips & Tactics is a 45-minute presentation, perfect for breakfast or luncheon talks, offering a wide variety of actionable steps small businesses and nonprofits can take to increase their visibility.
Extreme Crisis Communications, generally a 2-hour seminar, includes all of the content of How the Media Manipulate the News above plus a deep dive into the details of what to say and how to say it during times of mass casualty and other high-risk threats to life and limb. This seminar is primarily designed for mayors, police, fire, health, education and other first responders, but is appropriate for all organizations that face the potential for serious accidents that could involve mass casualties. This seminar is certified by the Ohio Attorney General for continuing education credits for police officers.
Extreme Crisis Communications Seminars
3/11/08
Sponsored by the University of Akron – Medina County University Center
Co-Sponsored by the University of Akron - Medina County University Center, University of Akron - Emergency Management and Homeland Security Policy Research Center and
The American Red Cross-Greater Cleveland Chapter's Business Emergency Planning Association
3/24/08
Sponsored by the American Red Cross, Greater Cleveland Chapter
Co-Sponsored by The Press Club of Cleveland and the American Red Cross and Greater Cleveland Chapter's Business Emergency Planning Association
3/26/08
Sponsored by the Cuyahoga County Emergency Management Agency
Co-Sponsored by the Cuyahoga County Emergency Management Agency, The American Red Cross-Greater Cleveland Chapter's Business Emergency Planning Association,
the Cuyahoga County Mayors & Managers Association and Verizon Wireless
4/9/08
Sponsored by the Lorain County Community College
Co-Sponsored by the Lorain County Commissioners, the Lorain County Office of Emergency Management and Homeland Security, The American Red Cross, Lorain County Chapter and
The American Red Cross, Greater Cleveland Chapter's Business Emergency Planning Association
4/17/08
Sponsored by The American Red Cross, Greater Cleveland Chapter
Co-Sponsored by The Cleveland Council of Independent Schools; The American Red Cross-Greater Cleveland Chapter's, Business Emergency Planning Association,
Cuyahoga County Emergency Management Agency, Cleveland Council of Independent Schools, Partners for Success & Innovation (PSI)
and the Cuyahoga County Mayors & Managers Association
5/15/08
Sponsored by Lakeland Community College and The Lakeland Nonprofit and Public Service Center
Co-Sponsored by the Lake County Mayors & City Managers Association, Lakeland Community College Police Department, Lubrizol, and The American Red Cross and
the Greater Cleveland Chapter's Business Emergency Planning Association
7/8/08
Sponsored by The Akron-Canton Airport
Co-sponsored by the Stark County Emergency Management Agency, University of Akron - Emergency Management and Homeland Security Policy Research Center
& The Greater Akron Chamber
8/14/08
Sponsored by the American Red Cross - Summit County Chapter
Co-sponsored by FirstEnergy, Summit County Fire Chiefs Association, Summit County MRDD, Summit County Executive Russell Pry, Council Councilman John Schmidt & County Councilman Frank Comunale
10/30/08
Sponsored by Lakeland Nonprofit and Public Service Center
Co-Sponsored by The American Red Cross-Greater Cleveland Chapter's, Business Emergency Planning Association and Lakeland Community College Police Department
Sponsored by the Coshocton & Holmes County Health Departments
Co-Sponsored by the Coshocton Port Authority, Leadership Coshocton County, Coshocton County Sheriff's Office, Coshocton County Emergency Management Agency, State Senator Bob Gibbs,
State Representative Dave Hall and funded in part by the Coshocton Foundation
Thanks to Bruce Hennes for coming to Coshocton County, Ohio to do his "Extreme Crisis Communications" presentation.
I was glad that our health department was able to support this effort and that so many of our employees - and other government officials - attended. Because of the training, I was able to serve as spokesman for our agency during the recent H1N1 Swine Flu situation and conduct the press conference in a professional manner. We used his forms and techniques to prepare for all of our encounters with the media, predicting all of their questions in advance and serving the public with transparency, You can read about the results of our media relations in a laudatory editorial that ran in a local newspaper. Government and health officials across the board should receive the crisis and risk communications training he offers.
D. J. McFadden, M.D., M.P.H.
Holmes County (Ohio) Health Commissioner
I found myself agreeing with everything Bruce Hennes said. Hennes is a crisis communications specialist based in Cleveland.
The Coshocton and Holmes County Health Departments brought him to Coshocton to speak with area politicians, public health officials and business leaders. I hope they heed his words. And I'm sorry that some area leaders didn't get to hear it. They - and the citizens and customers they serve - would benefit greatly from it as well. (Full newspaper article here).
Len LaCara, Managing Editor
The Coshocton Tribune & Zanesville Times Recorder
Coming Soon
"Extreme Crisis Communications" sponsored by the Cuyahoga County Emergency Management Agency
I wanted to let you know that during my 32 years with the City of Cleveland I have had the opportunity to attend many seminars. I have to say that your seminar yesterday (Extreme Crisis Communications, sponsored by the Cuyahoga County Emergency Management Agency) was one of the best -- if not the best -- seminar I have ever attended.
I would describe it as informative, educational, enjoyable, “a must attend” seminar. Great job.
Jim Majer
City of Cleveland Emergency Operations Center Manager & Chief Planner
Office of Homeland Security, Dept. of Public Safety
Hennes
Communications LLC
