Things aren't always Rosy!

Along with all the great achievements you do for companies or events in PR, there will be days where things go wrong and you might have to cop a bit of abuse from people. I think it is important to be exposed to this now so you are better equipped to handle it when it is your responsibility to do so.

The second event at Corporate Sports Australia that I have been working on during my internship - Perth Garden Festival - was last weekend. The event has had a overhaul and been spruced up since last year. The first thing to note: people do not like change. So there was a bit of backlash against the this change and in turn a lot of complaining visitors!

When working in events you are dealing with an extremely large mass of people, where you cannot ensure each and every person has the best possible experience at your event - as much as you would like too - it just isn't humanly possible when such a small team are putting the event together.

I admired the poise in which my mentors at Corporate Sports Australia managed the complaints, hearing everybody out. This can be very mentally taxing having people shout at you for something that is not solely your fault.

I feel I am going to be able to handle situations very well now that I have experienced it in my internship before full-time employment.

What I learnt

• Preparation is key


Always have your back covered by preparing for a crisis before it happens. The girls the office have template press releases set up for the worst possible outcomes you could imagine for events in order to make sure a response is given quickly if something goes wrong.

• Nip the problem in the bud before it gathers momentum


When there are complaints, it is important to speak to the unhappy people and resolve the issue before they go to social media to voice themselves. When negative comments are posted on the Facebook page responses are written up for each possible issue (i.e. parking complaints, ticketing, etc). All of the responses at the very least include thanking the complainant for their feedback and then telling them how you are going to rectify the problem. 

• Have a thick skin 


People like to let their anger out on someone - that someone might be you - do not take it personally, you are just a face. Once people have vented they feel better, once they have felt they have been heard and acknowledged. Just by hearing them out you are diffusing the situation. Talk to them as a human-being!

But along with the bad you have to remember all the positives, good feedback and happy visitors!

Top left - floristry workshops, Top right - Peppa Pig show, Bottom right - me and a crazy lady on The Project!

I feel so much better equipped to handle crisis situations in the future after being exposed to it now in my internship. Try to get involved in the not so nice tasks now so that its easier in the future.


Steph
Events Assistant
Corporate Sports Australia

14855689