Managing in the Age of Outrage

Key Concepts:

• Age of Outrage: A period characterized by rapid and intense public reactions, polarization, and anger directed at organizations.
• Crisis Management: A reactive approach to handling specific crises as they arise.
• Proactive Framework: A forward-thinking approach to prepare for and navigate potential outrage and polarization.
• Skill Set: The abilities and competencies required for leaders and teams to effectively manage outrage and polarization.

The Inadequacy of Crisis Management in the Age of Outrage

The speaker argues that the traditional crisis management approach is insufficient for today's business environment, which is characterized by a continuous barrage of outrage, polarization, and anger. The velocity and magnitude of these events are too great for a reactive, firefighting approach to be effective. Continuously reacting to each crisis is unsustainable and prevents organizations from proactively addressing underlying issues.

The Need for a New Framework

The core argument is that general managers, regardless of sector (business, government, non-profit), require a new framework or way of thinking to prepare for and navigate the challenges posed by polarized times. This framework should shift the focus from reactive crisis management to a proactive and strategic approach.

Essential Skill Set for Leaders and Teams

The speaker emphasizes the importance of identifying the necessary skill set for both the general manager and their team. This skill set should enable them to effectively navigate the continuous onslaught of outrage and polarization, even when the criticism is unfair. What that skill set consists of is not detailed in this short excerpt, but the speaker stresses the importance of its identification.

Conclusion

The main takeaway is that the "Age of Outrage" demands a paradigm shift in how organizations are managed. Traditional crisis management is no longer sufficient. Leaders need a proactive framework and a specific skill set to navigate the constant stream of outrage and polarization effectively. The emphasis is on preparedness and strategic thinking rather than simply reacting to crises as they occur.