Tag Archive: media training

Ocado: a victim of bad media training

There is a lot of bad media training out there.

I am quietly working away on a damp summer morning when I hear an interview with Ocado’s boss on Radio 4 Today programme. Suddenly I am overwhelmed with that ‘disgusted of Tunbridge Wells feeling’. I live in fear of turning into my mother, who spends several minutes most days shouting at the Today presenters or guests.

But really.

How can clever senior people, running successful companies, not realise that to go on a current affairs programme and simply parrot the message ‘we provide a phenomenal service to customers’ – means they are making fools of themselves.

Worse, as I write these words, I am sure some PR person is patting the offender (who I am not naming out of courtesy) on the back, saying ‘well done’  – you landed the ‘phenomenal’  key message four times.

Recent headlines

Ocado won a precious 3 minute slot on Radio 4’s Today programme at about 7.15am, close to peak listening time. It was there because the company has done a deal with Morrisons that appears to have ruffled the feathers of its key existing client Waitrose.

You can listen to the programme here until 27th May but will have to play with the cursor to find the slot 1 hour 14 minutes in.

I do not blame the Ocado boss for his lamentable performance, I blame his PR team and whoever trained him. He almost certainly was trained a) because most senior business people are and b) because no one would naturally conduct an interview in that way.

Good media training ensures you articulate your point of view in an accessible and credible way, whilst avoiding any bear traps. Part of being credible means you must come across with both warmth and authority. If you are a business leader there should also be some evidence of intelligence and I recommend a gracious attitude to those that don’t agree with you.

Bad media training encourages you to close down all intelligent questions and parrot some bland marketing message. This leaves a sour taste in the listener’s mouth and also probably ensures you won’t be invited back on the programme.

Senior University Academic

This course was packed with useful tips..a well thought out and fun training session. I found it tremendously useful and am already feeling a lot more confident about giving media interviews.

Not answering the question makes you sound dumb


More than any other media interviewee, it is politicians that are most often accused of not answering questions. As a group, they are perceived to be the ones most likely to deliver carefully prepared statements, rather than pay attention to the interviewer’s enquiry. Who can forget the legendary 1997 Newsnight interview in which former Home Secretary Michael Howard avoided the same question from Jeremy Paxman an astonishing 12 times?

But this week it was the turn of a business executive to steal the question-dodging crown.

Stephen Bates

Stephen Bates is European Managing Director of Research In Motion (RIM), which has just launched the shiny new Blackberry 10. This should have presented the company with an excellent opportunity to say something meaningful and memorable about its new product – even if it was obvious that the media were never going to let any spokesperson get away with plug after blatant plug.

Surprisingly, however, that’s precisely what Mr Bates tried to do. Even more bizarrely, he seemed to think he could respond to every question with a series of rehearsed statements, and make no attempt even to pretend his answers were replies to the questions asked.

He tried it with Nicky Campbell on BBC Radio 5 Live.

He tried it with Steph McGovern on BBC Breakfast. On each occasion it failed. Badly.

Stephen Bates and Steph McGovern on BBC Breakfast

Nicky asked about the iphone and what RIM had learnt from it; Steph asked about Blackberry 10’s delayed launch and what had gone wrong. Mr Bates ignored them both, and trotted out mere marketing puff about the uniqueness of the user experience and the exciting nature of the industry.

Not only does such an approach alienate the audience, it infuriates the interviewer – who then tends to doggedly pursue their single line of enquiry until they get something that at least sounds like an answer. Nicky countered with the words “it sounds like you’re reading from a press release” and Steph eventually terminated the discussion by saying “we might never know what went wrong”.

Any media trainer would have told you that the iphone question was inevitable. So were the challenges on the issues about bringing the new Blackberry to market.

But for interviewees simply not to answer the question is simply not a strategy. In Blackberry’s case this week, the company’s response was hard to swallow and left a distinctly sour taste in the mouth.

The curse of imprecise language: why speaking plainly matters

A soundbite obsessed political class and the sharing culture of social media have increased public suspicions that news is simply a manufactured PR process.

Those who think the mainstream media is becoming increasingly devoid of spontaneity or genuine engagement only have to point to Ed Miliband’s ‘These Strikes Are Wrong’ interview as evidence that our news culture has mutated into a platform where people deliver one way PR

Ed Miliband drew scorn for repeating the same message in a BBC interview

messages and ignore difficult questions.

Throw in a few high profile media scandals and satirical TV shows such as The Thick of It and 2012 and everyone could be forgiven for thinking that there is no genuine authenticity to be found in our news media.

As media trainers, we are often challenged by people who think we spend our days teaching people how to be slick (at best), or worse to lie and dodge difficult questions. For me, this recently came to a head when I sat next to a moral philosopher at a wedding who asked me how I felt teaching people to lie, obfuscate and avoid engaging on the substance of an issue.

Most media trainers I know would laugh at the idea that this is what we spend our days doing. If anything, we spend our time trying to get clients to be more concrete and colloquial about their work and why it matters.  When we start working with new clients they usually hit us with a barrage of technical language (jargon), abstractions and assertions, most of which we have to spend the session unpicking and making meaningful and trustworthy for a non-expert audience (i.e. most of the rest of the world).

Moans about the corrosive effect of imprecise language are nothing new.  In his seminal essay, Politics and the English Language, George Orwell complained that:

George Orwell was a staunch critic of imprecise language

‘Political language is designed to make lies sound truthful and murder respectable, and to give an appearance of solidity to pure wind.’

Arguably, Orwell was writing at at a time when more was at stake politically than it is now. But his words have lost none of their appeal for those of us who care about the function and importance of clear communication in modern society.

As I write, Gus O’Donnell, formerly Britain’s most senior civil servant, has just commented that Mark Carney, the newly appointed Bank of England Governor, will make an excellent chief because he is an unusual economist who ‘can speak in plain English’. Carney’s job will be hard enough without having to explain the Bank’s message to the wider public. He – and we – will be fortunate if he  manages to do both in a way that are clear, credible and comprehensible to all.

 

 

 

Another Car Crash Interview

Oh dear, oh dear. Here is another example of car-crash interview performance.We are grateful to Matthew Parris of The Times for drawing our attention to this uncomfortable item on BBC Three Counties Radio.

The interviewee is William Joce, the parliamentary assistant to the MP Nadine Dorries.

Nadine Dorries is currently starring in 'I'm A Celebrity..Get Me Out of Here'

Dorries is currently in the Australian outback, taking part in “I’m a Celebrity…Get Me Out of Here”. Her decision to take part in the programme has been highly criticised and has led to her being suspended from the Conservative party.

In this interview William Joce is making all the mistakes we see in people who don’t understand the need to prepare. He doesn’t have considered messages and he hasn’t anticipated the horrible questions.

Matthew Parris in his column in The Times says the interviewer, Jonathan Vernon-Smith, is ‘deeply, deliciously unfair’. But actually Vernon-Smith is just doing a standard aggressive interview. Joce might not have been able to anticipate being faced with an individual constituent with a complaint but he surely could have anticipated the question ‘who is doing Nadine Dorries’ job while she is away?’