Keywords

Crisis Communication · Leadership · Empathy · Clarity · Trust · Communication Principles · Leadership Mistakes · Ted Lasso · Risk Management · Community Engagement

Summary

In this episode of Lassoing Leadership, Jason Rogers and Garth Nichols sit down with Benjamin Morgan, Senior Fellow in Crisis Communications, to unpack what really matters when the pressure is on.

Drawing from decades of experience supporting leaders through high-stakes moments, Benjamin challenges the instinct to “get the message right” before getting the people right. Together, the trio explore why empathy, clarity, and repetition aren’t soft skills in a crisis—they’re survival skills.

From common leadership missteps (including the temptation to clam up) to the long-term value of trust and relationship-building, this conversation reframes crisis communication as a deeply human practice. Along the way, Benjamin and the hosts even pull lessons from popular culture—yes, including Ted Lasso—to remind us that authenticity and care often matter more than perfect phrasing.

Whether you’re leading a school, an organization, or a community, this episode offers practical wisdom for navigating uncertainty with calm, credibility, and compassion.

Take Aways

• Crisis communication starts with understanding how stressed your audience already is.

• Empathy and clarity beat polish and perfection every time.

• Repetition isn’t annoying—it’s necessary for understanding under pressure.

• One of the biggest leadership mistakes in a crisis is going silent.

• Trust is built long before a crisis—and spent during one.

• Authenticity matters more than sounding “official.”

• Crisis moments are both threats and opportunities for leadership.

• Emotional context shapes how messages are received.

• Positive communication deposits help cushion difficult conversations.

• Strong leadership puts people first, message second.

• Navigating Crisis Communication

• Empathy in Leadership: When the Pressure Is On

Chapters

00:00 – Introduction to Crisis Communications
03:22 – Crisis vs. Risk Communication: What’s the Difference?
07:59 – Core Principles for Communicating Under Pressure
11:58 – Navigating Ambiguity When Answers Aren’t Clear
17:09 – Common Crisis Communication Mistakes Leaders Make
21:36 – Choosing the Right Voice in a Crisis
25:34 – Leadership Lessons from Ted Lasso