The Leadership Coach's Blog
This leadership coach's blog, considers the behaviour of Carnival CEO Micky Arison in the wake of the Costa Concordia disaster.
Crisis Management : Micky Arison - Being There!
It's been a week since the Costa Concordia cruise ship disaster off the Italian coast. And Carnival CEO Micky Arison is co-ordinating the rescue operation from his offices in Florida. Which is fine. But Mr Arison has overlooked the first duty of a CEO in a crisis.
They have to make themselves visible. Be seen on the ground, supporting rescue workers. Empathising with those who have lost family members. Taking full emotional responsibility for the accident.
Think of Rudy Giuliani in New York at the time of the September 11th tragedies. Emotionally engaging on the streets, with the heart-broken and shocked people of his city.
It's a theme expertly brought out in Stephen Frears movie 'The Queen', which highlights the public perception of the monarch at the time of the death of Diana, Princess Of Wales. The Queen remained in her summer residence Balmoral Castle, Scotland, whilst a huge outpouring of public grief was taking place in London.
The Queen's distance and perceived remoteness , suggested a lack of understanding of what people were feeling and experiencing.
Micky Arison may feel he is doing the right thing, and getting lots done whilst he assumes control 5,00 miles away. But he is making a leadership error. One of the critical qualities of a leader is that they must be able to connect emotionally with their people.
And for Micky Arison, that means flying into Italy and getting his hands dirty. It's his companies disaster that we are talking about. He has to be seen to care, fully and deeply. Show compassion and feeling.
Surely he has a logistics expert to co-ordinate the rescue operations? The CEO's job right now is to lead from the heart. Take the heat from the public looking for a scapegoat. Soak up their pain and hear their grief. It's more Priest and Counsellor than Manager. It might not be comfortable, but it's the right thing to do.
Whilst Arison remains in Miami, his company Carnival lose the PR battle hands-down. All the criticism in and around this disaster comes their way, directly or indirectly via the on-going commentaries on the behaviour of shamed Captain Francesco Schettino.
Micky Arison may care intimately about the losses incurred aboard his companies cruise liner. But whilst he remains in Florida, he cannot be the physical sponge for people's heart-break. Which translates as an abdication of emotional responsibility.
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Martin Perry - Leadership Coaching: 20th January 2012
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