Archive for the ‘Strikes’ Category

Authority is a privilege

April 26, 2020

Debenhams protest

I had just dropped my son off in town having brought him to say “Hi” to my mum from her driveway on a Sunday afternoon in the middle of all of this COVID lockdown.

I was glad to be out and about, and decided to take the long way home to extend my rare excursion in the car.

Brendan told me that there was a coffee shop that was open at the bottom of Barrack Street (Cork), so I decided to pop down that way. There were a few standing outside in a queue so I passed on that option and went about my journey home.

I was on Proby’s Quay with a plan to turn right and head out home via Western Road but there was a one-car tow truck pulled in just before the turn right, so instead I opted to swing left past Saint Fin Barre’s Cathedral and take the College Road route instead.

As I swung left I noticed that the reason the tow truck was there was they had been stopped by the Gardaí – their car was in front of the truck, just before the traffic lights. Bad place to pull someone in I thought.

I drove up the hill and took a right onto Gillabbey Street where I had to stop as the lights were red. I was really surprised to see two Gardaí pull up alongside me in their car, gesturing to wind down my window.

Were these the same Gardai who just seconds ago were in front of the tow truck? If it was the same two, they must have been quite determined to follow me I was thinking.

I dropped my window to get an accusation hurled at me “You broke a red light!“.

I was astonished and very confused by this as I knew it was not true and was wondering why they were making such a false claim.

It was amber when I went through, it was not red” I replied firmly

These two clearly didn’t like being disagreed with..”We saw you, it was red

Pardon the pun about this disagreement about colours but there was no “grey” here and I was in no mood to agree with something I knew was wrong.

I didn’t go though on a red, it was amber” I repeated.

The Garda who was driving then barked across to me “Do you think it’s ok to drive through on an amber, do you, do you?“.

I don’t break red lights” I repeated.

These two were now really annoyed with me.

Go through the lights and pull over” I was instructed.

The Garda approached my window, put on his blue gloves and asked for my licence, which he inspected and then he walked around my car checking the tax and insurance and everything else.

He once again came to my window and handed me back my licence, scribbled in his note book and told me I would be receiving something in the post in so many days. To be quite honest, I’m not really sure what he said.

At this stage I was really upset and felt that I was being picked on for some reason. I was minding my own business on this quiet, nothing COVID lockdown Sunday and from nowhere I get this “treatment”.

Were they chasing a quota of fines, did the interaction with the tow truck just a minute earlier wind them up, did this guy with a big mop of curly hair driving a nice car look suspicious and they needed an excuse to pull me over or was it just hassling for the sake of hassling?

I said to the Garda that I felt I was picked on for some reason and he denied it. I repeated my accusation and that was the last of our interaction.

A week later I still can’t figure it out, but what I do know is that it really upset me being accused unfairly of something I didn’t do, and I do know that it left me with a really bad feeling towards these Gardaí and in truth a very unhealthy, unreasonable feeling towards Gardaí generally – is this what many of them are like?

(I know that’s not true, but this is what I was suddenly feeling)

Up until this point I was four square on the side of all Gardai doing such Trojan work at this time, with the difficult job of maintaining social distancing and basically keeping us all safe. I couldn’t believe how disgusting and wrong it was for anyone to abuse a Garda doing this work and to those who actually spat at them…I’m sorry, they deserve the worst.

Now, I thought about how other people must feel if they are accused unfairly, the damage that must cause their mentality, including that legacy feeling towards authority.

My little interaction was a tiny thing, but I certainly know how it felt, so what must it feel like to people who are being picked on all of the time because of where they live, how they look or the colour of their skin?

In the following days I read some media reports on social media about the Gardai telling the employees of Debenhams who were protesting peacefully and clearly maintaining their social distancing to move on.

Without knowing the details I had already decided who was wrong here and I found myself retweeting “The Gardaí should butt out and let people who had been wronged to protest peacefully“.

Authority is a powerful thing, it is a privilege to those who have been given it, and it should always be exercised carefully, respectfully and honestly.

When this doesn’t happen, everything falls apart.

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

 

 

Ryanair – The bit that comes before the Crisis

September 25, 2017

Ryanair - Always Getting Better

Early last week we were asked to comment by the publication Fora.ie about the whole Ryanair fiasco and what we thought of how they handled their crisis.

In a crisis situation we always advise –

  • Don’t hide
  • Quickly establish the facts
  • Be 100% truthful
  • Always provide a solution (or a least be honest about working hard to find one)
  • Don’t be afraid to say sorry (as long as you mean it)
  • Don’t be shy about telling people the good things you are doing

This can be achieved with a combination of holding statements, follow up statements, interviews and implementing any necessary changes.

In the case of Ryanair there wasn’t really a formal apology but Michael O’Leary was door stopped by reporters and did say it was “clearly a mess” but he went on to point out that it was just 2% of their passengers that had been affected. I think Michael is missing the point here about focussing on the good things!

On their website where they have a page dedicated to the cancelled flights they also remind people of this “2%” as well as listing the flights that have been cancelled. They also provide a ‘link’ to a page that directs people to an EU legislation document about entitlements to refunds and compensation.

The words “sorry” or “apologise” don’t appear anywhere!

Ryanair - Cancelled Flights

Understandably customers are irate – Ryanair are not helping the situation by drip feeding news about cancelled flights, their customer contact lines not being managed efficiently and are still overheating their situation by promoting flights at “€19.99”.

Furthermore, they have been denying that part of the problem is pilots leaving to take jobs in other airlines.

This scenario has got even worse with pilots going public with their gripes and painting a pretty awful picture about what life is like working for the ‘low care’ airline.

All of this comes at a time when the airline has been trying to refocus it’s brand with their “Always Getting Better” campaign.

A different scenario? 

So – would it have made a difference if Ryanair were upfront, issued a formal apology and showed genuine empathy with inconvenienced customers and were honest about solutions and assurances going forward?

The answer would be a big “Yes” but there is also a big “But” to contend with.

The effectiveness of this approach will depend on what people feel about the company when embarks on such a course –

  • Do people feel warmly towards the airline?
  • Do they believe that there is a genuine concern for customers?
  • Do they believe that staff at the airline are treated well?
  • Do they believe that this company does charitable work?
  • Do they believe there is a strong moral compass at the airline?
  • Have they communicated the great things (if such things exist) they have been doing to the general public and stakeholders?

Maybe realising this Michael felt there was no point pretending to care?

In a crisis a robust process will definitely help but the best preparation for a crisis is to be good and do good things and communicate this effectively – it is only then that people will be willing to listen to your apology and accept it.

Leopards don’t change their spots and not caring will bite you in the butt eventually.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Crisis Consultancy Services from our offices in Dublin and Cork, Ireland

 

 

 

 

Time to Prioritise Caring

December 30, 2016

Caring

As we roll into another year we inevitably start thinking about the things we have achieved and the things we want and wish for in the new year.

If I was to express my wishes for next year in one word I would choose the word “Caring“.

I’m not sure if it is just now that I feel there is a real deficit of caring in the world, if it is just what I am seeing and reading or whether it is a reflection of my age and if I am starting to think and observe things differently?

I am worried that there is not enough caring in the world and I feel that this year has plummeted with awful incidents in Nice, Berlin, Aleppo and some of the horribleness that we witnessed in the United States by the President Elect, Donald Trump in his campaign.

Lessons in how to win elections were absorbed by a new generation and “caring” isn’t quite the word that comes to mind when you reflect on what we saw being played out for months and months in the lead up to the awful result.

Closer to home our year ended in Ireland with the homeless coming together under the simple ‘Home Sweet Home‘ banner and they occupied an unused office building, Apollo House to put much needed roofs over heads and put a public spotlight on this big issue, which is getting worse and worse. The homeless need this as they can’t go on strike to get attention.

We heard the involvement of high profile Irish musicians including Glen Hansard and Hozier being sadly criticised by some in the media as being a stunt by them to raise their popularity!

What has happened with the way we think about things?

The courts moved in double quick time (they can when they want to) incredibly to process an injunction against the occupants.

The very sad “win” was that the homeless were allowed stay in the disused office building until January 11th – Merry Christmas!!

When living in a disused office block over Christmas is considered a win for those poor temporary residents we have arrived at a very poor state of affairs. Unfortunately this was a win for them – can you imagine?

My wish for the new year is that we start genuinely caring for each other, that we teach our children the importance of caring and let them witness it everyday, that we teach caring in our schools, that we make caring a priority in our workplaces, that caring becomes part of the values that companies live by and that we put caring for people in our communities, on our roads, in our cities and countries before any other criteria.

Let’s start caring.

Happy New Year and a big thank you to all the readers of my blog posts – see you next year!!

Greg

Greg Canty is a Partner of Fuzion who offer Strategic Communications, Marketing, PR, Graphic Design services from our offices in Dublin and Cork, Ireland

No “Protest Pressure” for the Homeless

October 30, 2016

Jonathan Corrie, Homeless man in Dublin

The Luas drivers and their Union knew it – go on strike, Dublin is upside down, the owners are losing money and keep it up for long enough and the pressure will make the other side buckle.

Win!

The teachers and their Union have just started the same process – go on strike, parents all over the country are upside down and keep it up long enough and the pressure will make the government buckle and they will get what they want.

Win!

The Gardaí and their Union will do the unthinkable and start the same process – go on strike, communities all over the country will not be safe. Keep it up for long enough and they will certainly get what they want.

Win!

The thing with all three of these professions is that they have a lever, a big pressure point that can be used to force what they want – If we do this they won’t like it so we can force a win.

What do you do if you are homeless?

There are more of you homeless every single day and every night. There is no “Union” and no obvious pressure point that can help you to force real change. Jonathan Corrie, a homeless man passed away near Leinster House in Dublin a few years back and as unfortunate as that was it managed to create “a stir” for about 10 minutes.

There are more and more bodies in sleeping bags and under cardboard and gradually they are more and more visible on our Irish streets. Today there will be a few more homeless than yesterday and tomorrow there will be more again – while it’s a huge problem there is no big “lever” that these poor people can use so there is no opportunity to apply any pressure to try to force a solution.

If this was a problem that affected enough of us there would be a solution , until then…

Greg Canty 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR, Graphic Design services from our offices in Dublin and Cork, Ireland

Dunnes Stores – Building your Reputation

April 2, 2015

Dunnes Stores Strike

It was a strange thing – I heard news of the Dunnes Stores strike first thing this morning on Newstalk and immediately without hearing any of the detail I was on the side of the workers.

I wondered why did I think that automatically?

The truth is I never hear any good things about the company.

I don’t hear about charities they support, I don’t hear about a focus on Irish products,  I don’t hear about how they work closely with suppliers, I don’t see them being helpful on social media, I don’t hear about how much they contribute to the Irish economy and I don’t hear about new jobs that have created.

Instead I remember the strikes of old and the trouble and controversy that the company has had down through the years.

This doesn’t mean for a second that they do none of these things – it just means I don’t know about the good things they do and as a result when I hear a negative about them I tend to believe it.

When we use the words ‘building your reputation‘ it is a powerful analogy because your reputation is something that is built over time.

It is a culmination of all of the things you do; how you look after suppliers, your team and most importantly your customers. It also includes how you interact with the general community – while we are all in business to make a profit it is vital that we respect our environment and those around us and genuinely try to be a good, responsible corporate citizen.

Besides doing good it is vital that this is communicated clearly and effectively so that people understand that this is a business that genuinely cares about something more than just making money.

When an ill wind blows it is vital that your reputation has been built carefully and robustly so that it can withstand it easily and that you will have the support of your customers, investors, the media and the general public in these circumstances.

There is a strike at Dunnes

If a good job was done here our first thought when we hear this should be “They are a great company who are really responsible and fair – there must be two sides to that story

Build your reputation … it will protect you

Greg Canty

Fuzion with offices in Dublin and Cork, Ireland offer a full Crisis PR Service. Deirdre Waldron, (Partner) heads up the Crisis PR team, which includes former journalists, media training and social media expertise.