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OhHello - Kevin Hein
37 Plays1 year ago
OhHello! It's episode 81 and we're gonna drop some tips in this episode w/ one of our esteemed "Hellos" (a mentor on the OhHello.io 🌞☕️ platform):
🔥 Crisis Management 101 with Kevin on OhHello.io! 🔥
Ever sent an email with a typo on your first day? 📧 Or received some harsh feedback that stung? 📉 Whether you're just starting out or leading a Fortune 1000 company, crises are universal!
Kevin Hein, an early mentor at OhHello.io, breaks it down for us:
🔍 1. Gather All Facts: Know the situation inside out. What can you control? What's out of your hands?
🤝 2. Make It Personal to Not Make It Personal: Emotions are natural, but don’t let them cloud your judgment!
🚀 3. Take Clear, Truthful Action: Honesty is key, even if you don't have all the answers.
🗣️ 4. Communicate Effectively: Put yourself in the audience's shoes. How would they react?
Kevin and I share some anecdotes and why he's excited to be a part of OhHello!
Feeling inspired? Connect with Kevin on OhHello.io for some invaluable insights and mentorship! https://lnkd.in/gVhCT9va
👉 hashtag#CrisisManagement hashtag#Mentorship #OhHello.io hashtag#PersonalDevelopment hashtag#LeadershipSkills
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Transcript
Introduction and Purpose: Crisis Management Focus
00:00:08
Speaker
Oh, hello, Mr. Hein. Oh, hello, Mr. Jeremy, man. Yes. I wear it all the time. Winter, spring, summer, fall. It's always on me. How can I not? Thank you.
00:00:22
Speaker
All you gotta do is call. So, Kevin, we've had the pleasure of getting to know each other over the past few months. You are an early mentor, an early hello within the ohhello.io ecosystem. And when we were doing a coffee chat last week, you had said to me, you're like, you know, let's change it up a little bit. I'd love to talk to the audience, the ohhello community, about crisis management.
00:00:47
Speaker
And what that means. So instead of doing like a typical intro, getting into, you know, everywhere you've been in the past, why don't you tell us a little bit more, Kevin, just about what the hell is crisis management?
Defining Crisis Management
00:00:58
Speaker
What does that mean? We hear about this all the time.
00:01:01
Speaker
Yeah, thanks, Jeremy. So here's the blessing and the curse about crisis. Everybody has them. Whether it's your first day of work or whether you've been in a 30-year career, you've dealt with crisis. But the thing is, they're individualized. So we can't go a day in work without hearing somebody is putting out fires or has a fire drill, right? That's just in everyday speak now.
00:01:26
Speaker
But it does vary depending on who you are individually. So if you were just started work, and we talked about this before, as you know, and you send out your first email, and there is a misspell, like how paralyzing could that be for somebody, whether it's your boss or to a client?
00:01:44
Speaker
But even if you're a manager or have greater responsibilities in your 10, 15 years in your career, imagine being a manager and you get feedback from your team. That's accurate, but it kind of hurts. I mean, that could be your own crisis that you have to deal with. Or even if you're a CEO of a Fortune 1000 company and earnings are coming up,
00:02:03
Speaker
those earnings aren't going to be great. It's going to impact a lot of people. I put that in the crisis category. So no matter what your experience is, you're going to go through crisis. I don't think this is new information to anybody. But the real key is how you deal with it. And that is something I can definitely speak to. Awesome, Kevin. Well, we're excited for that.
Jeremy's Personal Crisis Experience
00:02:23
Speaker
And something that you and I talked about earlier was when we were talking about crisis management and all different levels of career,
00:02:29
Speaker
Yeah, something happened to me when I was 21. I just graduated college, had an awesome interview with Turner, it was for an opportunity to be some form of assistant. First job first role, didn't get the jobs, referred to Malcolm Gladwell as the tipping point during my interview, I just finished the book, I just finished the book, right before that interview, maybe the day before, referred to it in the interview,
00:02:57
Speaker
After the interview in my thank you letter, I said, not only did I send a thank you letter, which always everybody please do, but I sent a copy of the book to the person, to the woman that I interviewed with. But in my email, I wrote, it was so good to meet you, I'd love to touch face with you again.
00:03:18
Speaker
So that was a crisis management as a 21, 22 year old. Yeah. And then how you alluded just you have fantastic experience.
Kevin's Crisis Management at Meta
00:03:26
Speaker
You ran huge, huge teams at meta. You were very, very early in the Facebook world. When you were dealing with true, true industry fires, everything is a fire. Everything was a fire. Yeah. Crisis management entails a few different things. Why don't you talk through just some of the higher level
00:03:44
Speaker
ways that you look at putting out a fire and just remaining calm and cool and steady.
Kevin's Three-Step Crisis Management Approach
00:03:51
Speaker
Yeah, so thank you for that. And again, Tipping Point, great book. And I hope you got through that spelling error and it helped you. It all worked out now. It does, yeah. So after many crisis, some averted, some not. And of course, there'll be more because that's life. As I reflect back, I look at there's three particular areas that I look at every crisis the exact same way.
00:04:16
Speaker
First is when it happens, whether it's big or small, just get all the facts. Just take a breath, get all the facts, understand what the situation is, understand what you control and what you can control. As you mentioned, some of the instances that happened during my career at Facebook and Meta, it was out of my control, but I still had to deal with it. So first,
00:04:38
Speaker
Get all the facts before you take any some form of action. The second I like to say is make it personal so then you can not make it personal. And what I mean about that is crisis usually have intense emotions that go along with it.
00:04:54
Speaker
and that emotional response while human and necessary could sometimes cloud your judgment for what you need to do to potentially solve the crisis. So understand if your feelings have been hurt, understand that this had nothing to do with you but it's still a problem you have to deal with. Understand it's made you angry or frustrated or even excited. Whatever that is, understand that so you could make it personal so in order to not make it personal.
00:05:20
Speaker
And then the last is around taking action. So it's really important to take clear action, which I think is obvious. But then also be truthful. If you don't have all the information, say it. If this is the output that is gonna be hard news to land, just deliver it, but know your facts. And then the last is to communicate it as if you're getting it. So if it's to a client or if it's to a partner or if it's to a friend, whatever it might be,
00:05:46
Speaker
at least look at it once. If I was getting this and I was on that side, how would that all land with me? And this is hard because again, crises could be very emotional and we don't usually act our best outwardly when we are emotional. Amazing. Kevin, thank you so much.
Mentorship Motivation and Community Engagement
00:06:03
Speaker
Before we part, what lured you to just become a mentor on the Oh, hello platform and to be part of this community?
00:06:12
Speaker
Yeah, so again, thank you for the invitation. I love what you're doing there with being able to provide value and I can get it to from other people, but also the cause charitable and to it so important. When I started leading teams about 10 years ago, I started to realize how much joy it brought me to selflessly help other people.
00:06:35
Speaker
and to be authentic about my approach to that. It was so personally fulfilling to me. And when it resonates with people, whether I'm helping them professionally or personally, there's very few other joys in my life that feel more important to me.
00:06:53
Speaker
And it's to have a vehicle like Oh, hello, to do this as well and also contribute to a cause is right up my alley. So if anyone's available, I am I have my availabilities, please take advantage and I hope I can help you with ever, however it is, because I'm sure you can help me. Awesome, Kevin, you rock. Thank you so much for for being one of our first guests to just jump in and talk about a topic that is near and dear to you. So thank you, everybody. Thank you. Take care.