The Leading in a Crisis Podcast

Tom
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Interviews, stories and lessons learned from experienced crisis leaders. Email the show at Tom@leadinginacrisis.com.  Being an effective leader in a corporate or public crisis situation requires knowledge, tenacity, and influencing skills. Unfortunately, most of us don't get much training or real experience dealing with crisis situations. On this podcast, we will talk with people who have lived through major crisis events and we will tap their experience and stories from the front lines of crisis management. Your host, Tom Mueller, is a veteran crisis manager and trainer with more than 30 years in the corporate communications and crisis fields. Tom currently works as an executive coach and crisis trainer with WPNT Communications, and as a contract public information officer and trainer through his personal company, Tom Mueller Communications LLC. Your co-host, Marc Mullen, has over 20 years of experience as a communication strategist. He provides subject matter expertise in a number of communication specializations, including crisis communication plan development, response and recovery communications, emergency notifications and communications, organizational reviews, and after-action reports. He blogs at Blog | Marc Mullen Our goal is to help you  grow your knowledge and awareness so you can be better prepared to lead should a major crisis threaten your organization.Music credit: Special thanks to Nick Longoria from  Austin, Texas for creating the theme music for the podcast.

  1. NOV 16

    EP67 Adding AI to your crisis strategy with Albie.ai

    Send us a text Imagine walking into a crisis room with a complete first-draft playbook—roles, spans of control, holding lines, and a 48-hour plan—ready in minutes. That’s the promise we explore with Chris Hamilton and Peter Heneghan, veterans of 10 Downing Street, BP, and AstraZeneca, and now the co-founders of Albie.ai. Their take isn’t hype: it’s a grounded, human-first approach to using AI as a co-pilot that speeds up the work without sacrificing judgment, empathy, and trust. If you're a comms professional, you won't want to miss this very grounded discussion around incorporating AI into your resource mix. We talk about why AI in communications is different from past tech shifts. The web and social took years to mature; AI is arriving on top of mature infrastructure and accelerating everything at once. Chris and Peter argue that general-purpose tools like Copilot, Gemini, and Claude have a place, but comms teams also need domain-specific workflows that reflect how we plan, align, and respond—especially under pressure. They unpack their 20‑60‑20 method: set up with context and guardrails, let AI generate structured drafts fast, then apply rigorous human review to ensure accuracy, tone, and strategic fit. Whether you’re in corporate affairs, media relations, or issues management, you’ll leave with usable ideas to future-proof your function and keep humans at the helm. If this episode sparks ideas or pushback, we want to hear it—subscribe, share with your team, and send us your questions or experiences so we can build on them next time. Reach Chris Hamilton or Peter Heneghan at https://www.albie.ai/contact We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    44 min

  2. NOV 9

    EP66 Tools for preparing and leading in a crisis, with author Michele Ehrhart

    Send us a text Crises don’t wait for perfect plans, which is why Michelle Ehrhart’s mantra—practice makes permanent—hits so hard. Michelle, former VP of global communications at FedEx and now CMO at the University of Memphis, joins us to share the field‑tested playbook behind her new book, Crisis Compass. Tom and Michele share stories from their experiences and dig into the habits that turn panic into poise: understanding operations, running rigorous tabletop drills, and being ready to respond when crisis strikes.  Michelle considers crisis comms a “muscle memory” skill that needs to be practiced over time. That means regular - and impactful - tabletop exercises that help your team maintain an edge and a readiness to engage when the phone rings at 2 a.m.  We also tackle the messenger problem. Not every executive belongs at the podium, and it is your job to protect credibility, not egos. Michelle and Tom discuss how to match the spokesperson to the moment—technical depth for complex updates, empathy for community harm, operational authority for corrective action—and why media training must happen before the cameras arrive. Then they parse “strategic silence”: when speaking fuels someone else’s story, and when going dark—like Volkswagen’s five‑day gap—looks like guilt. The rule of thumb: own your issue quickly with verified facts, next steps, and a specific time for updates. If you lead communications, manage risk, or simply want a sharper crisis response, you’ll leave with concrete tactics you can put into practice this week. Subscribe, share with a colleague who handles tough calls, and leave a review to tell us which tactic you’ll drill first. We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    30 min

  3. NOV 6

    EP65 Quick take - UPS plane crash in Louisville, KY, with guest Michele Ehrhart

    Send us a text A deadly crash at UPS’s Louisville hub put crisis leadership under a microscope—and the first 24 hours told a powerful story about timing, empathy, and restraint. We invited Michele Ehrhart, former VP of Global Communications at FedEx and author of Crisis Compass, to unpack how the early communications played out in this heartbreaking incident.  We walk through the initial statements that landed within hours: awareness first, compassion next, and a clear handoff to the NTSB as the authority on cause and timeline. From there, we explore why “do no harm” is more than a slogan—it’s a filter that keeps leaders from filling silence with speculation. You’ll hear how family hotlines, verified safety guidance, and precise update cadence support trust when uncertainty is high, and why a CEO video isn’t an automatic lever on day one. Our guest, Michele Ehrhart is author of the new crisis guide book, Crisis Compass, available now. She is Chief Marketing and Communications Officer at the University of Memphis, and also serves as CEO at Hart Communications, a reputation management firm.  We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    23 min

  4. OCT 1

    EP 64 The Mormon church attack - using press conferences to build trust, reassure communities

    Send us a text The first words after a mass casualty event can steady a community—or shake it further. We break down the opening press conferences following the Grand Blanc, Michigan church attack to show how leaders earn trust when stakes are highest: the county supervisor’s grounded empathy, a police chief balancing hard facts with community care, a seasoned Michigan State Police PIO orchestrating structure and boundaries, and the FBI’s clear, confident roadmap for the investigation. We walk through the moments that mattered—why missing a PIO in the first briefing made the flow feel off, how a disciplined PIO in the second briefing controlled the room, and where sequencing can elevate impact. You’ll hear why many communicators lead with compassion before counts, how to frame heroism without drifting into speculation, and how to give the public actionable steps that convert anxiety into help: vigilance, verified tip lines, and reunification guidance. Along the way we spotlight crisp techniques like bridging, setting question parameters, and simplifying language under pressure, all while respecting investigative boundaries. We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    20 min

  5. SEP 24

    EP 63 Erica Kirk's Grace Under Fire

    Send us a text Charlie Kirk built his reputation through campus debates, setting up tents where he'd engage students with his signature challenge: "prove me wrong." When a sniper's bullet ended his life at a Utah university, it threatened to become another flashpoint in America's increasingly volatile political landscape. Instead, something remarkable happened. Just days after her husband's murder, Erica Kirk stepped forward with composure, grace and forgiveness. And she demonstrated a level of inspiration and leadership that will help calm many souls, and lead many to Christ as well. The true revelation came at Charlie's memorial service, attended by numerous high-profile politicians and approximately 90,000 other mourners. While anger would have been understandable, Erica made the extraordinary declaration: "That man, that young man, I forgive him. I forgive him because it was what Christ did and is what Charlie would do." This singular act of moral courage transformed a moment of potential division into one of transcendent leadership. We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    14 min

  6. AUG 30

    EP 62 Tracy Nolan VP at Humana shares her experience with crisis and developing new leaders

    Send us a text What does it take to lead through chaos? Tracy Nolan knows firsthand. This remarkable Fortune 100 executive has repeatedly stepped into roles most would consider overwhelming - from transforming struggling retail operations to merging telecom giants during a global pandemic. She also likes to solve puzzles. Tracy's journey from retail buyer to telecom executive to healthcare leader reveals a unique talent: she thrives in crisis. "Give me a job that needs transformation," she explains, likening crisis management to solving a complex puzzle. Her approach centers on genuine human connection - creating space for people to be heard when uncertainty reigns. When tasked with merging Sprint and T-Mobile while simultaneously navigating COVID restrictions, Tracy faced an unprecedented challenge. With 14,000 employees looking to her for direction, she implemented creative solutions like shift-based staffing and drive-through wireless services. Throughout the process, she maintained open communication channels, hosting weekly calls where she simply listened to employee concerns. "During crisis times, I slow down and take time to listen," she reveals, countering the common executive instinct to act quickly without gathering input. Tracy also shares profound insights about leadership sustainability. She acknowledges the importance of scheduled downtime and maintaining boundaries, noting how her team appreciates when she's not sending weekend emails. Her philosophy on team development stems from a powerful personal experience when a boss believed in her more than she believed in herself - a gift she now pays forward by creating growth opportunities for her team members. For executives facing seemingly insurmountable challenges, Tracy offers wisdom earned through decades of crisis navigation: "Realize that nothing is done in a day. Take a deep breath, figure out what's the most critical item you need to address today." This incremental approach, combined with honest communication and self-compassion, creates a sustainable path through even the most turbulent circumstances. Find our more about Tracy on LinkedIn or at tracynolan.com. Email the podcast via tom@leadinginacrisis.com We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    37 min

  7. JUL 29

    EP 61 Building Brand Resilience Before Crisis Hits, with Tiffany Muehlbauer

    Send us a text What happens when crisis hits your business and the only information people can find about you online is that negative event? In our conversation with communications expert Tiffany Muehlbauer, we dive deep into her innovative "Pool Theory" concept that's changing how organizations approach crisis preparation. The Pool Theory isn't about shouting louder when trouble arrives—it's about creating enough momentum in your brand presence beforehand that disruptions barely make waves.  For small businesses and entrepreneurs feeling overwhelmed by limited resources, Tiffany offers practical, implementable strategies. One client transformed their visibility with just three consistent actions: highlighting one client win monthly on their website, sending one monthly newsletter, and posting once weekly on LinkedIn. Within six months, they saw tangible results and new business opportunities. The key isn't being everywhere at once—it's identifying where your audience engages and maintaining an authentic, consistent presence there. You can find Tiffany's new book, Pool Theory, on Amazon or at thepooltheory.com. Find Tiffany at ArmaCommunications.com. Email the show via Tom@leadinginacrisis.com Reach Marc Mullen at marcmullenccc@gmail.com We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    21 min

  8. JUL 19

    EP 60 The Hidden Patterns Behind Effective Crisis Communications with Jeff Hahn

    Send us a text Behind every crisis response lies hidden patterns that determine success or failure. In this illuminating conversation, crisis communications expert Jeff Hahn pulls back the curtain on these patterns, sharing insights from his book "Breaking Bad News" and his decades of experience in the trenches of corporate crises. Drawing from his 15 years at Motorola handling everything from hazardous material spills to workplace violence, Hahn reveals how his fascination with crisis communications evolved into a seven-year journey to decode the science behind breaking bad news effectively. His research is remarkably precise – analyzing 505 NPR interviews to identify exactly six question types journalists ask in a predictable sequence, and categorizing precisely 16 message types organizations can deploy during a crisis. At the heart of Hahn's approach is his "3M Model" – Message, Messenger, and Method. This framework challenges conventional wisdom, particularly around who should speak during a crisis. While many organizations instinctively push their CEO forward, Hahn argues this often backfires, citing BP's Tony Hayward's infamous "I'd like my life back" comment as a cautionary tale. Instead, he advocates for strategic messenger selection and careful war room composition, where lawyers provide counsel but don't dominate the response strategy. You can reach Jeff Hahn at jeff.hahn@hahn.agency. Reach Marc Mullen at marcmullenccc@gmail.com Reach Tom Mueller at tom@leadinginacrisis.com. We'd love to hear from you. Email the show at Tom@leadinginacrisis.com.

    31 min
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Ratings & Reviews

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About

Interviews, stories and lessons learned from experienced crisis leaders. Email the show at Tom@leadinginacrisis.com.  Being an effective leader in a corporate or public crisis situation requires knowledge, tenacity, and influencing skills. Unfortunately, most of us don't get much training or real experience dealing with crisis situations. On this podcast, we will talk with people who have lived through major crisis events and we will tap their experience and stories from the front lines of crisis management. Your host, Tom Mueller, is a veteran crisis manager and trainer with more than 30 years in the corporate communications and crisis fields. Tom currently works as an executive coach and crisis trainer with WPNT Communications, and as a contract public information officer and trainer through his personal company, Tom Mueller Communications LLC. Your co-host, Marc Mullen, has over 20 years of experience as a communication strategist. He provides subject matter expertise in a number of communication specializations, including crisis communication plan development, response and recovery communications, emergency notifications and communications, organizational reviews, and after-action reports. He blogs at Blog | Marc Mullen Our goal is to help you  grow your knowledge and awareness so you can be better prepared to lead should a major crisis threaten your organization.Music credit: Special thanks to Nick Longoria from  Austin, Texas for creating the theme music for the podcast.

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