Publicly Responding Skillfully When Annoyed
Karine Jean-Pierre maybe wasn't her best self in an exchange with a reporter
White House press secretary Karine Jean-Pierre (above) was annoyed that a reporter expressed to her that he has not been chosen to ask a question in four months. It brings up the question of whether her reaction was responsible and professional.
The incident began as “National Security Council Spokesperson John Kirby spoke at the White House press briefing to provide additional comments regarding U.S. involvement in Ukraine,” Lindsay Kornick wrote.
That’s when Jalil Afridi, the managing editor at the Frontier Post asked if he could pose two questions after being frustratingly ignored.
"Mr. Kirby, I’m getting a chance after four months,” Afridi said, “so I hope I can ask just two questions.”
Kirby shrugged and responded, "Uh, it’s up to Karine.”
Jean-Pierre apparently didn’t like the question.
"I mean, after that statement, that leaves you with one question," Jean-Pierre said.
"So, should I combine them…" Afridi followed up.
"I think you’re wasting our time, sir," Jean-Pierre retorted. "Can you please ask a question?"
“In communication, particularly in high-pressure environments like the White House, maintaining professionalism and composure is paramount,” says Dan Rene, who is a strategic communications counselor at Dan Rene Communications. “There are some key takeaways to take from this incident — and explore how they apply — not only to the White House but also to various sectors.
Preparation is important, which includes forecasting what could be asked at all times, even if it is the unexpected as journalists are expected to ask pointed questions.
“This inherent curiosity drives them to seek answers that inform the public,” Rene says. “Communication professionals, whether they represent a company, brand or official must be prepared for any question that may be posed to them.”
There is a reason to be this level of ready, because it “ensures that the information flow remains smooth and controlled,” Rene points out.
Spokespeople can forget at times that should not walk themselves into becoming the story, especially a negative part of it.
“When a press secretary snaps at a reporter or becomes the center of attention through emotional outbursts or humor, it can detract from the primary mission of representing their organization or figure,” Rene asserts. “The role of a communication professional is to facilitate the exchange of information, not to eclipse it. Their actions should always prioritize the message and the people they serve.”
Communicators would do well to develop competency of emotional regulation and conduct forward thinking as a fundamental action.
“Whether you're in the White House, elementary school class president, the private sector, or anywhere in between, the core principles of effective communication hold true,” Rene advises: “Staying on message, avoiding defensive responses and refraining from becoming the story are universal principles.”
To succeed, it’s vital to accept the responsibility of poise.
“In the heat of the moment, it’s crucial to maintain composure. Losing one's temper or allowing emotions to take over can cloud judgment and hinder effective communication,” Rene says. “To avoid this pitfall, communication professionals should prioritize staying focused on their messaging and not succumbing to emotional reactions.”
Stepping away from negative emotions one might be feeling as a speaker is critical.
“Rather than getting angry or annoyed with reporters' questions, communication professionals should seize the opportunity to bridge to a positive message,” Rene says. “Controlling the narrative by providing accurate and constructive information is key to shaping the story in a favorable manner.”
Summarizing, he recommends to focus on professionalism and executing with sophistication. “Ultimately, in any story, the only aspect one can control is their contribution to it,” Rene says.
“Communication professionals have the power to steer the narrative by being informative, transparent and composed,” he adds. “By doing so, they can ensure that their organization's message remains at the forefront.”
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