Management gets the credit for successes and takes the blame for failures whether it was their fault, the fault of staff, or a system failure. In this book, the reader is presented with analysis and insights on a range of case studies that represent real-world success and failure within different sectors of the transport industry.

It illustrates strategies that have worked and reveals why; it compares actions taken by organizations to those they should have taken in the circumstances. Valuable lessons are learned and tools are provided to ensure that positive outcomes are achieved in the future. Uncovering the reasons for strategy successes and failures that led to "The Good, The Bad and The Ugly", the book's case studies cover a range of challenging situations including a large international tragedy, workplace issues such as sexual harassment, discrimination and abuse, taxpayer waste, CEO misspeak, maltreatment of customers, domestic tragedy, and communication strategies that say too little, too late. Alongside these are remarkable success stories that similarly offer valuable lessons. With Tavlin's analysis and insights, many from first-hand experience, the reader can readily develop their own strategies and techniques. The book additionally features templates that could have been used in each situation and can be used across many companies/industries for specific scenarios such as ethics, harassment, tragedy and more. It unveils twenty-five techniques of communication usable for all businesses to avoid the mistakes of others, providing readers with the exact language to use.

Written directly for all interested and responsible professionals within aviation, railroads, governments, cruise, travel insurance, hospitality/customer service, investigation, and other associated sectors, this book will also find a broader international readership because the lessons are so transferable.

Autorentext

Linda J. Tavlin is an author and the president of an international transportation communication consultancy with over 35 years' experience training organizations on how to deal with controversial audiences, the accident investigation process, and putting process improvement plans in place to enhance management efficiency. Linda has taught aviation communication in the accident investigation and safety programs at Cranfield University, U.K., and the University of Southern California.