Handling Adversity/Martin Rosenfeld,JD

Posted on April 28, 2018


How did Southwest Airlines handle the air disaster after the engine malfunction on Flight 1380? According TO Scott McCartney, in an April 28,2018 WSJ article, airline employees were immediately dispatched to help airline passengers with travel arrangements and even trauma counseling. But how does one deal with the negative publicity that accompanies tragic stories such as this one. John McDonald, founder of crisis management firm Caeli Communications, has this to say: “Nothing kills a negative story faster than doing the right thing and making people feel treated with respect.”

A mediator can take these words to heart. Getting to Win-Win is the name of the game, but how does one get to that point? The answer lies in the admonition stated above. Focus on getting the parties to want to do the right (civil) thing. Also, ensure that the parties are treated with respect and make the effort to treat each other accordingly. If the above is accomplished, the road to Win-Win will be well established. Mediate don’t litigate.