It takes 20 years to build a reputation and five minutes to ruin it. If you think about that you’ll do things differently.
Warren Buffet
In life, and in business, reputation is everything. That said, reputation is very fragile and it only takes one mistake to cause serious damage to our image. That’s why it is so important to identify potential issues before they become real threats to our reputation and/or damage our ability to achieve the Corporation’s strategic goals.
How do you identify a potential issue? While there is not a one-size-fits-all answer to that question, there are a few things to ask yourself when trying to determine whether an issue or interaction is likely to escalate to a full blown public relations problem.
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How many people are likely to be impacted (positively or negatively)?
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How severe will the impact be on a person or a number of people?
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Is the situation likely to cast NTPC in a bad light or as the “bad guy”?
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Are people discussing this issue, either in person or on social media? Are negative things being said about NTPC?
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Is this a reoccurrence of something that was previously an issue?
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Has someone suggested they will be contacting the media, their MLA or community leaders about this issue?
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Is the person/people involved in this issue influential in the community, with the media or with MLAs?
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If you were the President and CEO or the Minister Responsible for NTPC, would you want to know about this situation?
If the answer to these questions indicates a risk of the issue escalating and attracting public, media or political attention, you should notify your supervisor. They will then make the appropriate people within the company aware so that we are able to find a solution to the situation and be prepared to address any questions that may arise.
If you are in doubt about the answer to these questions, the best course of action is to discuss the situation with your supervisor or a manager.
It is important for us all to remember that if senior leadership doesn’t know that an issue exists, our ability to respond is obviously limited. Early warning that an issue may be coming is the best way for NTPC to protect and strengthen its image.