The Black Box with Ken Jenkins

Episode 7 – Value-Driven Crisis Response

In episode 7 of The Black Box, Ken Jenkins is joined by Lee Taft, an expert in values-driven crisis response and the role of apology in promoting forgiveness in the wake of an adverse event. Ken and Lee discuss liability fears, apology, and airline standards and practices and also examine the delicate line companies walk when bridging legal and humanistic response to errors.