As leaders, we are called upon to navigate through chaos and help lead our organizations through minefields. Right now, there are few bigger than the social discord we are all experiencing.
Whether it’s from customers, employees, investors, or the broader community, backlash is inevitable…and it is hot!
Many leaders are worn down by the personal attacks and vitriol that seem to be coming from all parts of our society. They are tired. Some have even stopped doing public meetings or town halls anymore, as they quickly deteriorate into shouting matches. And they’ve long abandoned trying to find logic or productive value in many of the comments on social media.
Lots of experts have weighed-in on the topic. And the conclusion is this: nobody has good advice. How to tackle it is a judgment call based on what each organization thinks is best for them.
That’s not very helpful.
Especially when it seems every organization is struggling with the same tension. It’s happening in government, corporate America, neighborhood associations and even in religious life.
Every year, the world’s largest public relations firm, Edelman Worldwide, publishes what they call a “Trust Index.” Here’s what the CEO of Edelman said after their report two years ago:
“We are seeing an accelerated erosion of trust and an epidemic of misinformation and the loss of belief that what our leaders tell us bears any resemblance to the truth.”
But it gets worse.
This from a Northwestern University professor of psychology: “The debate going on is increasingly divorced from ideas…it’s not about ideas. It’s about conquest. It’s about defeating the bad people on the other side.”
The goal is not to persuade and convince, it’s to destroy.
And this from Scientific American: “We have moved from being polarized (highly segmented by our beliefs) to holding a basic abhorrence for our opponents.”
Poor leaders retreat, deflect, or respond emotionally. Great leaders stay present, communicate clearly, and earn trust through action.
The fundamentals of managing public anger
- Don’t hide—show up– Silence fuels outrage. Whether the issue is big or small, leaders who disappear or delay communication only make things worse. Visibility matters—people want to see that leadership is engaged and listening.
- Acknowledge concerns without escalating tension– Dismissing complaints as invalid or overblown will only inflame emotions. Acknowledge the frustration people feel and demonstrate that you take it seriously—without making promises you can’t keep.
- Communicate with clarity and honesty– Spin makes things worse. If people sense they’re being misled, their frustration turns into distrust. Stick to the facts, be direct, and avoid corporate jargon that feels evasive.
- Take responsibility where it’s due– If your organization made a mistake, own it. People don’t expect perfection, but they do expect accountability. A sincere apology—paired with concrete steps to fix the problem—can diffuse anger faster than any PR strategy.
- Control the narrative before it controls you– If you don’t shape the story, someone else will. Be proactive in addressing concerns, correcting misinformation, and setting the record straight.
- Give people a path forward– Outrage without resolution leads to prolonged hostility. Offer solutions, outline next steps, and let people know what’s being done to address their concerns.
- Take care of your team and yourself too– Be aware of the emotional toll the new normal will take on you and the people around you. The current environment is exhausting. Find ways to take care of yourself and your team.
The bottom line
Public anger is an unavoidable part of leadership, but it doesn’t have to be a crisis.
The best leaders face it head-on—with honesty, composure, and a commitment to solutions. When handled well, even the toughest situations can strengthen trust and credibility in the long run. The question isn’t whether you’ll face public anger—it’s whether you’ll be the kind of leader who turns it into an opportunity for stronger leadership.