Comforting or Condescending? PayPal’s letter to customers

I previously wrote about how well Starbucks’ letter to customers exemplified the right way to communicate. Since then I’ve reviewed many more messages that range from uplifting to vague and inconsequential. Enter PayPal’s memo today which really caught my attention (pasted in entirety at the end of this article). Keep in mind that PayPal is […]

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Reframing Fear

There is a lot of fear out there. People respond in many ways. They buy toilet paper. Others invest in the stock market. Fear drives fight, flight, freeze and flourish responses. Regardless of your response to fear, for everyone it causes stress. The higher the stress, the more likely people are to be overwhelmed and […]

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How to Communicate During Chaos

Dramatic events distract. We are living through a pandemic which seems to demand absolute attention from everyone. It’s easy to get caught up in every bit of news, constantly drawn to social media for the latest update. How do we cut through the distraction to effectively reach our employees during the chaos? I recently received […]

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