United Airlines Should’ve Known That Blaming the Victim Always Backfires
— April 13, 2017
By Irving Schenkler
So what is United Airlines CEO Oscar Munoz’s story about how and why passenger David Dao was rudely and untimely ripped from his less-than-comfortable but paid-for seat, and dragged spread-eagled down that narrow aisle? He was, Munoz said, “belligerent.” Perhaps he really meant to say, “persistent,” channeling Mitch McConnell’s indictment of Elizabeth Warren, and just got it wrong. Perhaps he thought a “belligerent” passenger would summon sympathy for the unfortunate but well-meaning United personnel who were hell-bent to get the show on the road.
Blaming the victim: a problematic, pathetic tactic in the crisis communication playbook that invariably backfires.
Read the full article as published by Fortune.
Irv Schenkler is a Clinical Professor and Director of the Management Communication Program at New York University's Stern School of Business.