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Jonathan Marks gives TEDx talk on Boeing and the perils of “crisis management”

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Jonathan Marks explores what institutions so often get wrong in a crisis. Using Boeing as a case study, he tells organizations to throw away what he calls “the Crisis Playbook”—a set of tactics designed to rebuild trust. These tactics, Marks contends, are profoundly ethically problematic and legally perilous. He urges institutions instead to focus on the more difficult work of restoring their integrity and becoming truly worthy of our trust.

As Marks says:

“Trust is what gets us on an airplane. Trustworthiness is what keeps that plane in the air!”

Marks also emphasizes that this is not only the story of a company in crisis but also of a broken regulatory system.

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