Stay calm and get your plan in place. The most important thing to remember is to remain calm and try to emotionally detach yourself from the situation. If you respond emotionally, you will only add fuel to the fire; stay professional always. Take care of your team and meet with them daily. In general, your response should take on three stages: acknowledge, rectify, move on.
Acknowledge: We understand that some of our supporters are upset by recent comments ….
Rectify: We hear your concerns and will be incorporating your feedback into our program ….
Move on: Continue sharing positive and constructive messages.
You don’t want to dwell on the negative, and by doing so you’re only letting more people know about the issue. Keep answering questions/concerns/comments that come in, but move on.
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