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What You Don’t Say is as Important as What You Do Say
Dear reader: Do you know what time it is? If you just looked at a clock and were prepared to tell me “It’s 8:30” or “It’s noon” or some other time, you’re probably just trying to be helpful. But that’s not always the best communications strategy. When communicating in business situations — especially when what […]
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Dear reader: Do you know what time it is?
If you just looked at a clock and were prepared to tell me “It’s 8:30” or “It’s noon” or some other time, you’re probably just trying to be helpful. But that’s not always the best communications strategy.
When communicating in business situations — especially when what you’re saying is representing the entire organization — we must practice the following 3-step process: first, really listen to the question that’s being asked; next, answer only the question that is asked; and then, stop talking.
So, the answer to my first question would be either: yes, or no. What I asked was “Do you know what time it is?” Even though you can probably safely assume that what I really want to know is the actual time, for many reasons, making me ask the follow-up question “Ok, so what time is it?” can be beneficial for you.
This creates a dialogue. The person asking you the questions may have a brief reaction of frustration after that first response, but by the end of the conversation, she will notice how many of her questions you answered — because you gave her the opportunity to ask more questions.
If your response makes an assumption about what the person’s question really means, or anticipates what other questions he might ask, then you take away his ability to feel like he was able to ask all his questions. And when they do think of other questions, you have no other information left to share.
In sensitive or crisis situations, this discipline is critical to managing your message and reputation, and keeping audiences calm, informed, and supportive.
We also use this strategy with good news. Even if we know all the details of a “good news” story, we may not want to give everything away all at once. This allows you to create a steady drip of continued positive stories and engagement that will last far longer than if you shared all the details of the good news at one time.
There is another risk to oversharing, as well. By providing more information than what the question is asking, you may also be giving away information for which the individual didn’t even think to ask. The danger here is probably obvious for a crisis or sensitive situation. But why would this be a bad thing if you’re sharing good news? By sharing more than you have been asked for (and more than you planned to share), you are robbing yourself of future news to share with your audiences and cutting short the potential longevity of your story.
The next time you are preparing for an all-hands forum with employees, a media interview, or a town-hall meeting with community members, remember to really listen to the questions that are being asked, answer only the question that is asked, and then stop talking. What you don’t say can be as important as what you do say.
Crystal DeStefano is president and director of public relations at Strategic Communications, LLC, which says it provides trusted counsel for public relations, including media strategy, media outreach, monitoring, and analysis. Contact DeStefano at Crystal@stratcomllc.com.
4 tips for small-business owners to respond to negative online reviews
This spring, small-business owners across the U.S. said business was booming, with 59 percent expecting their revenue to increase over the next 12 months, 67 percent looking to expand in the year ahead, and 24 percent planning to hire in that same timeframe, according to our Bank of America Spring 2019 Small Business Owner Report.
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This spring, small-business owners across the U.S. said business was booming, with 59 percent expecting their revenue to increase over the next 12 months, 67 percent looking to expand in the year ahead, and 24 percent planning to hire in that same timeframe, according to our Bank of America Spring 2019 Small Business Owner Report.
According to our survey, which explores the perspectives, aspirations, and concerns of business owners across the country, a majority of business owners believe technology is a key contributor to their growth. Nearly two out of three entrepreneurs report that online reviews specifically are important to the success of their business, and 80 percent say a positive online review has led to a new business opportunity. Word of mouth has long been key to small-business success, and online reviews provide a new, relevant channel to do so. That said, while more respondents say online reviews are more helpful than not, there is also awareness of the damage a negative write-up can have. Of those who have had a negative online review, nearly one-third say it led to a loss of business.
In the digital era, customer compliments and criticisms — whether on social platforms or online review sites — hold tremendous sway. Here are a few tips on making the most of the positive reviews, as well as mitigating the impact of negative ones.
1) Remember, the process starts before a review is even written. Whether good or bad, online reviews stem from everyday customer interactions. As these occur, encourage your staff to keep notes of why an experience was either positive or negative. If customers compliment your business, take advantage of the moment by asking them to share that feedback in a review or on a social platform. If a customer recommends an improvement, write it down and make a point to follow up. By taking notes you’ll have a cheat sheet should a customer comment online, enabling you to respond accurately and quickly.
2) Have a response plan for negative reviews. According to our survey, a majority of business owners who have had a negative online review believe responding as soon as possible is key to mitigating impact. And the key to a timely response is having a plan. Think about the most likely comments you’d get and write sample responses to keep on file. While every comment scenario will be unique, you’ll at least have a head start on a response and can customize accordingly. To avoid getting into a back and forth, consider a response that addresses the issue and recommends moving the conversation offline.
3) Monitor platforms to track what’s said — and respond. A major benefit of online reviews is that, as a business owner, you can respond directly and in your own voice. Look to engage with comments of all kinds, showing appreciation for positive feedback, and approaching negative reviews with humility and a resolution in mind.
4) Amplify the positive on social media. A rave review is a huge boon for your business. To extend the reach of these testimonials, create a template including the text of the review and a picture of the product or service to be shared for your social channels. If available, provide a link back to the product or service when posting the review on Twitter, Facebook, LinkedIn, or in your Instagram bio. This type of amplification is essentially free marketing.
Entrepreneurs must embrace the world of online reviews and learn to strategically use them to their advantage. As small-business owners anticipate a year of steady growth, embracing online reviews as a tool in a marketing kit can be helpful in achieving these plans.
Ted Janicki is a VP and upstate New York market manager for the small business banking team of Bank of America. For more than a decade, Janicki has worked with business customers in the Buffalo/Niagara region, and recently transitioned to leading a team of 11 banking professionals across the Buffalo, Rochester, Syracuse, Albany, and Hudson Valley markets.
A few years ago, I heard a professor condemn book-banning. This was in a public lecture. She condemned Christian groups in the hinterlands, because they wanted to ban books from school libraries. Books on same-sex relationships, for example. An audience member asked if the professor and her ilk would ever do the same. Would they
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A few years ago, I heard a professor condemn book-banning. This was in a public lecture. She condemned Christian groups in the hinterlands, because they wanted to ban books from school libraries. Books on same-sex relationships, for example.
An audience member asked if the professor and her ilk would ever do the same. Would they ever ban any books? “Yes,” she shot back, “We would ban the Bible and other books on religion.”
Since she was against the Christian sects banning books, how could she justify doing the same? “Because I know we are right,” the prof boasted.
The temperature in the auditorium plunged 20 degrees. I pitied her students.
Over the years, this type of thinking has grown fashionable in America. If you follow the news, you will see evidence of it almost every day.
More than 1,000 Google employees recently signed a petition to ban Breitbart, the news and commentary platform. They wanted to banish Breitbart from Google searches and label its articles as “prohibited content.” This would starve Breitbart of Google-generated ad revenue.
Facebook employs thought-police today — to ban content it deems unworthy. YouTube does the same. And, they love to ban stuff from conservatives.
San Francisco’s Board of Education voted to destroy murals in the George Washington High School. Murals that depict our first president — because he owned slaves.
You remember how critics destroyed statues to Civil War figures. And how anti-religious zealots have destroyed crosses and plaques of the Ten Commandments, and other religious symbols in public places.
Books like “Huckleberry Finn,” “Catcher in the Rye,” and “Little House on the Prairie” — they have to go. So say other zealots.
Banish Christ the infant at Christmas. Banish Columbus and Columbus Day — so says Columbus, Ohio. Meanwhile, Charlottesville, Virginia. banished Thomas Jefferson Day.
A CNN analyst just called for a new cadre of young liberal journalists — to be trained to do away with the likes of Tucker Carlson’s commentary on Fox News. To do away with conservative media.
Climate-change warriors do all they can to ban papers from scientists who question any of the climate dogma. They vote down tenure for them at universities. They ban their papers from science journals. They squelch thoughts of public debates on climate issues. They work to banish dissent from what they falsely claim 97 percent of scientists agree upon.
Ban the Pledge of Allegiance from city council meetings. Ban the singing of the National Anthem. Ban the displays of the American flag. Ban that flag’s appearance on pairs of sneakers. All of these have been done in our nation recently.
Banish conservative speakers from campuses. Ban them from commencement podiums. This is what is happening across America.
Ban words that offend someone’s ears. Especially on campuses where wimpy student ears are more tender. Ban calling her a her or him a him. Create safe zones, where kids are protected from such horrible words.
Banish any thoughts that came from dead white men — like the Constitution, Bill of Rights, and Declaration of Independence. Banish Kate Smith’s rendition of God Bless America.
Somali-born Congresswoman Ilhan Omar, of Minnesota, dislikes conservative Tucker Carlson’s commentary on Fox News. She calls for advertisers to abandon him and kill his show.
Many readers of this column have begged newspapers to banish my writing from their pages. Sack that Morgan, they’ve said.
We used to be a people who disagreed but discussed. We used to deploy opinions as points of view, not as hatchets. When did this urge to banish and destroy leak into our blood? And how did it get there?
Do you suppose we can ever return to civil discussion? Oh no, banish the thought.
From Tom…as in Morgan.
Tom Morgan writes about political, financial, and other subjects from his home in upstate New York. Contact him at tomasinmorgan@yahoo.com, read more of his writing at tomasinmorgan.com, or find him on Facebook.
Let’s Not Just Focus on Elections, But Also on How We Elect
A few years ago, I was at a polling place here in Indiana where a long line of people stood waiting to vote. A woman recognized me and called me over. “Why is it,” she asked, “that you politicians make it so hard and inconvenient to vote?” We have an archaic registration process, restrictive voting
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A few years ago, I was at a polling place here in Indiana where a long line of people stood waiting to vote. A woman recognized me and called me over. “Why is it,” she asked, “that you politicians make it so hard and inconvenient to vote?”
We have an archaic registration process, restrictive voting practices, voting systems bedeviled by outdated technology, inadequate budgets for the voting infrastructure, and an entire nation’s worth of overloaded local elections staff. There are robust efforts afoot, by many people and groups, to suppress — not encourage — votes; much effort in this country goes into keeping some groups of people from having a say in the conduct of their government.
It’s also distressingly common to find officials who are uninterested in promoting a fair and convenient vote, but instead are looking for ways to manipulate the system so that their preferences emerge from the voting. Too few of them believe in Abraham Lincoln’s formulation at Gettysburg: “government of the people, by the people, for the people.” They define “people” so as to exclude voters they don’t like.
So let’s remember: the ballot is the foundation of our democracy. It’s our best way to gauge the public’s will. If we fail to get the ballot box right, then our democracy fails.
Elections are not the sum total of “democracy.” An independent judiciary, an informed public, institutions such as schools, labor unions, business groups, and the news media — all are necessary as well. Democracy is a hugely complex phenomenon. But at its heart is one thing: the vote.
We’ve come a long way on this front. The Founders thought that rule by the people was tantamount to anarchy. So they restricted the vote early on to white males who owned property. In a sense, our history as a nation has been written in terms of extending the franchise to more and more people.
But that’s not the only requirement. Over time, I’ve come to look at a good election not so much in terms of who wins or loses — liberal or conservative, Republican or Democrat — but in terms of the process, and whether it was fair and democratic. Sure, I’m disappointed sometimes in the results of voters’ decisions at the ballot box. But I’m always reminded that our system is designed with the capacity to correct errors. In a lot of ways, we’ll be strongest as a country not by means of a strong military or a strong economy, but when our battle cry is, “Let the people vote!”
If you look across the state and local landscape, you’ll find efforts to make voting more accessible and more verifiable that offer hope in the midst of voter suppression and election meddling. But these need to be a national aspiration that’s pursued at every level: to protect voting infrastructure, provide a paper trail for every vote, ensure adequate resources for the conduct of elections, and vow to ensure that state and local elections systems are run fairly, on behalf of everyone who is entitled to vote. Our governments have to work constantly at what that woman in line wanted to see — making voting accessible and convenient. Yes, we need to protect the integrity of the vote. But we also need to make it a positive civic experience, not a burden.
Elections have consequences. The winners get political power that enables them to change the course of history. Our chief way to have a say in this is to vote in every election, every time, for every office. Let’s make sure we can, and that when we do, our vote matters.
Lee Hamilton is a senior advisor for the Indiana University (IU) Center on Representative Government, distinguished scholar at IU Hamilton Lugar School of Global and International Studies, and professor of practice at the IU O’Neill School of Public and Environmental Affairs. Hamilton, a Democrat, was a member of the U.S. House of Representatives for 34 years, representing a district in south central Indiana.
KEN JARDIN has joined Solvay Bank as its chief lending officer. He has more than 30 years of industry experience building banking relationships across New York state. JOHN GIBBS has been promoted to senior commercial loan officer and commercial team leader. He was previously a commercial lender and has been with Solvay Bank for 16
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KEN JARDIN has joined Solvay Bank as its chief lending officer. He has more than 30 years of industry experience building banking relationships across New York state. JOHN GIBBS has been promoted to senior commercial loan officer and commercial team leader. He was previously a commercial lender and has been with Solvay Bank for 16 years. ANDREW MARCH has been promoted to VP, senior commercial loan officer and real-estate team leader. He joined Solvay Bank in 2017 and has extensive expertise in the commercial real-estate sector.

Christ the King Retreat and Conference Center has named CHRISTOPHER J. SPILKA as the new Retreat House director. He is the first lay Retreat House director. Spilka replaces Rev. John Rose in this position. Spilka previously worked as youth ministry director at Holy Family Parish in Fairmount. He also has experience in the hospitality industry,
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Christ the King Retreat and Conference Center has named CHRISTOPHER J. SPILKA as the new Retreat House director. He is the first lay Retreat House director. Spilka replaces Rev. John Rose in this position. Spilka previously worked as youth ministry director at Holy Family Parish in Fairmount. He also has experience in the hospitality industry, working as an events manager at Turning Stone Resort Casino. Spilka has a bachelor’s degree in public relations from SUNY Oswego.

STEVIE WATSON has been appointed dean of the School of Agriculture, Business & Technology at SUNY Morrisville. He is the first dean of Morrisville’s School of Agriculture, Business & Technology, one of two new schools within the college formed after reorganizing and restructuring programs previously spread across four schools. Watson most recently was dean of
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STEVIE WATSON has been appointed dean of the School of Agriculture, Business & Technology at SUNY Morrisville. He is the first dean of Morrisville’s School of Agriculture, Business & Technology, one of two new schools within the college formed after reorganizing and restructuring programs previously spread across four schools. Watson most recently was dean of the School of Business at Edgewood College, in Madison, Wisconsin, and chair of the Department of Management, Marketing & Public Administration at Bowie State University in Maryland. Prior to Bowie State University, Watson served as a full-time marketing faculty member at Rutgers Business School (New Jersey) and the University of Dayton (Ohio). He also served on the faculty at St. Cloud State University in Minnesota, the University of Wisconsin-Superior, and Medgar Evers College in Brooklyn. Watson has additional work experience as a financial analyst, business information specialist and marketing analyst at Bryan Foods, a Sara Lee company. In 2010, he was named as one of five national recipients of the prestigious Ernst & Young Inclusive Excellence Award for accounting and business school faculty. Watson earned his bachelor’s degree in business administration in marketing, an MBA degree, and a doctoral degree in business administration (marketing) — all from Mississippi State University.
ANÍBAL TORRES BERNAL has been named the new dean of the School of Liberal Arts, Sciences & Society at SUNY Morrisville. He is the first dean of Morrisville’s School of Liberal Arts, Sciences & Society, one of two new schools within the college formed after reorganizing and restructuring programs previously distributed across four schools. Most recently, Torres served as associate dean of the Division of Counseling and Family Therapy at Regis University in Colorado. Prior to that, he was mental health program director at Indiana University-Purdue University Columbus. Throughout his career, Torres has held academic, administrative, and clinical appointments at the University of Nevada Las Vegas, Syracuse University, Fairfield University, Indiana University, and Indiana University-Purdue University Indianapolis. Torres earned a bachelor’s degree in psychology from Universidad Interamericana de Puerto Rico, and a master’s degree and doctor of philosophy in marriage and family therapy, both from Syracuse University.

Del Lago Resort & Casino has promoted LANCE YOUNG, VP of gaming operations, to executive VP and general manager. He will be assuming the role formerly held by Mark Juliano, who left to become chief gaming officer at Baha Mar, a luxury casino and resort in Nassau, Bahamas. Young has been a part of the
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Del Lago Resort & Casino has promoted LANCE YOUNG, VP of gaming operations, to executive VP and general manager. He will be assuming the role formerly held by Mark Juliano, who left to become chief gaming officer at Baha Mar, a luxury casino and resort in Nassau, Bahamas. Young has been a part of the del Lago Resort & Casino leadership team since August 2016, before the casino resort opened. He began his del Lago career as VP of table games where he designed the layout of the gaming floor and table-games equipment and developed internal controls, policies, and procedures. He was also responsible for helping to develop the company culture and core values as well as staff training. As VP of gaming operations, Young managed capital projects including the upcoming sportsbook, totaling over $6 million. In 2018, he managed the property during the general-manager transition, overseeing all operations and marketing of del Lago Resort & Casino. Young has more than 25 years of experience in the gaming industry and held executive roles at Meadows Racetrack & Casino in Pennsylvania and Cannery Casino Resorts in Las Vegas.
Bankers Healthcare Group (BHG)
Bankers Healthcare Group (BHG) has added eight new employees in its Syracuse office. SEAN KATKO has joined as an AVP, bank sales. He is a recent graduate from Niagara University’s MBA program and is also commissioned as an infantry officer in the Army National Guard. MERSADIZ HAYNES and DANA BLYTHE have come aboard as junior
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Bankers Healthcare Group (BHG) has added eight new employees in its Syracuse office. SEAN KATKO has joined as an AVP, bank sales. He is a recent graduate from Niagara University’s MBA program and is also commissioned as an infantry officer in the Army National Guard. MERSADIZ HAYNES and DANA BLYTHE have come aboard as junior funding coordinators. Haynes recently finished her MBA at Le Moyne College, where she also was a graduate assistant on the women’s soccer team. Prior to BHG, Blythe graduated with a degree in social work from Carleton University and worked in positions focusing on helping patients navigate insurance and referral processes to obtain medical care. OCTAVIA LEE has joined as a documentation specialist. Before BHG, she worked for Arise Child and Family Services for nine years in Syracuse. MARIA C. PENCE has joined as a placements specialist. She previously worked in the corporate world for about 10 years. JODI BREWER has come aboard as an executive assistant. She has more than 20 years’ experience as an executive/administrative assistant, most recently with Aspen Dental. ANTHONY PECORIELLO joined as a junior credit analyst. He is a recent graduate of Clemson University with bachelor’s degrees in accounting and financial management. MARY CAMMILLERI has joined as an account executive. She spent the last four years in auto sales, starting as a cashier and working her way up to an internet sales manager.

SHEILA DION has joined Northwestern Mutual- Dean Ripley of Phoenix, as marketing coordinator. Dion comes to Northwestern Mutual from Dale Carnegie of CNY. She received a liberal arts & science degree from Holyoke Community College.
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SHEILA DION has joined Northwestern Mutual- Dean Ripley of Phoenix, as marketing coordinator. Dion comes to Northwestern Mutual from Dale Carnegie of CNY. She received a liberal arts & science degree from Holyoke Community College.
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