Civility is the best PR

By Thomas Becher, APR

In recent weeks we have seen ugly public outbursts in the world of politics, sports and entertainment. Even town hall meetings on healthcare reform have become R-rated.

Whether this lack of civility is a result of unchecked egos, an influence of Internet-fueled vitriol, or simply a new but sad state of communications, recent examples provide important lessons in public relations.

Good public relations is about building relationships and establishing two-way communications to establish mutual understanding, cooperation and acceptance. The recent chest-thumping and finger-pointing does little to gain cooperation, let alone foster mutual respect.

Bad communication – and that’s what these outbursts are – does our society a great disservice. In the case of Serena Williams or Kayne West, their rude, obnoxious and unacceptable behavior tells millions of impressionable young people that it’s OK to act like a fool to make a point. After all, they’ll still make millions – so what’s the big deal?

In the case of healthcare reform, this important yet complex topic is being relegated to us-vs.-them sound bites and insults when in reality the topic – no matter where you stand politically – deserves an intellectual debate based on facts, not lobbyist talking points.

Civility – whether it’s healthy debate free of personal attacks or taking time to think before you act – really is the best public relations tool because you’re more likely to gain respect and support from people even if they disagree with you. Nor would you need to repair your maligned reputation.

There’s a good lesson for businesses in all this. Always treat your customers with respect, service and friendliness. You may not always agree with your customers, but if you treat them right they’ll be your fans.

It’s a shame that many in our society aren’t using these simple principles.