Jordan Kemp

Crisis Communication Consultant | Former 911 Operator/COVID PIO | Teaching Leaders High-Stakes Conversation Skills | 10+ years communication experience

[Jordan Kemp @KempStrategic]

I spent 4 years as a 911 operator handling life-or-death calls, then was the PIO for a Public Heath Department during COVID. Now I teach those crisis communication skills to executives and teams who face high-stakes conversations daily.

Learn more: https://t.co/Bv029BTLf0

[Jordan Kemp @KempStrategic]

If you work in hospital leadership and read anything I posted this week, here's the ask:

Don't forward this to your team.
Don't add it to a "for later" folder.
Don't bring it up at the next all-hands.

Just answer one question, honestly:

If a crisis hit your unit tomorrow — a volatile family member, an incident that could go public, a staff conflict that's escalating — do you trust that your team knows exactly what to say and how to say it?

If yes: fantastic. You're ahead of 90% of hospitals I've seen.

If there's any hesitation: that's the conversation I'd like to have with you.

One call. No pitch. Just a real conversation about what your team actually needs.

📩 [email protected]

#HospitalLeadership #CrisisCommunication #HealthcareManagement #KempStrategic #C3Method

[Jordan Kemp @KempStrategic]

Hot take: most hospitals have better protocols for a code blue than for a communications crisis.

One gets drilled quarterly.
The other gets discovered in the moment.

Which one do you think creates more headlines?

#HealthcareLeadership #CrisisCommunication #HospitalManagement

[Jordan Kemp @KempStrategic]

The C3 Method: why three words are worth more than a 40-page crisis binder.

After years in healthcare crisis communication, I distilled everything into three principles that any staff member can deploy in any situation:

C — Calm
The communicator who panics loses the room. Calm is not a personality trait. It's a trained response. We practice it until it's automatic.

C — Control
You don't need authority to take control of a conversation. You need presence, language, and a clear framework. Control means shaping the outcome — not suppressing the person.

C — Compliance
The goal isn't to win. The goal is to get the patient, family member, or staff to move toward a safe and cooperative outcome. Compliance follows calm. It always does.

This is what I teach healthcare organizations across the region.

Not scripts. A framework.

Because scripts fail the moment the situation goes off-book. Frameworks don't.

#C3Method #CrisisCommunication #HealthcareTraining #KempStrategic #CalmCreatesCompliance

[Jordan Kemp @KempStrategic]

Healthcare leaders: what's your hospital's actual plan when a crisis hits the floor?

Not the binder in the administrator's office.
Not the policy that hasn't been updated since 2019.
Not "we'd call legal."

The real plan. The one your staff would execute at 2am without a supervisor in the building.

In my experience, most hospitals have excellent clinical protocols and almost no communication protocols.

The gap between those two things is where patient trust — and institutional reputation — gets destroyed.

What does your organization actually have in place?

(Genuinely asking. The answers always surprise me.)

#HospitalLeadership #HealthcareManagement #CrisisPreparedness #PatientSafety #KempStrategic

[Jordan Kemp @KempStrategic]

A Colorado hospital brought in KempStrategic for a 2-day crisis communication training.

Before day two ended — they'd already booked a follow-up and referred us to two other hospital systems.

That's what happens when an organization stops waiting for a crisis to prepare for one.

#HealthcareCrisis #HospitalLeadership #CrisisComms

[Jordan Kemp @KempStrategic]

A Colorado hospital system brought me in for two days. Here's what happened after.

They weren't in the middle of a crisis. They were smart enough to prepare for one.

We ran the full C3 Method — Calm, Control, Compliance — with staff at every level. Frontline nurses. Administrators. Department leads.

The result wasn't just a well-trained team.

The hospital proposed a follow-up engagement before we were done with day two.

Then they referred KempStrategic to two additional regional hospital systems.

That's not a testimonial. That's a system recognizing that reputation protection is a competitive advantage — and that the time to build it is before the headline.

If your hospital hasn't had this conversation yet, let's start it.

📩 [email protected]

#HealthcareLeadership #CrisisCommunication #HospitalManagement #ReputationManagement #KempStrategic

[Jordan Kemp @KempStrategic]

The 3 words that defuse almost any patient confrontation:

"I hear you."

Not "I understand your concern" (clinical and distant).
Not "Let me get my supervisor" (escalation signal).
Not silence (the worst option).

Just: "I hear you."

It does three things simultaneously:
→ Lowers the patient's emotional temperature
→ Buys you time to assess the situation
→ Signals that control is being exercised — calmly

This is the foundation of the C3 Method. Calm isn't weakness. Calm is the most powerful communication tool in your building.

Train your staff to use it. Before they need it.

#PatientExperience #HealthcareTraining #CrisisCommunication #NurseLeadership #KempStrategic

[Rob Hallam @robj3d3]

Quit your job to go solo and your family will call it reckless.

Start building in public and someone will tell you you're not ready yet.

Post your revenue numbers and someone will say it's not enough. This is how it goes.

Keep building anyway.

[Jordan Kemp @KempStrategic]

3 words that stop most healthcare confrontations cold:

"I hear you."

Not a script. A posture.

Whoever stays calm controls the conversation. Whoever controls the conversation controls the outcome.

Train for it before the crisis arrives.

#HealthcareTips #CrisisComms #PatientSafety

[Jordan Kemp @KempStrategic]

Most hospital staff aren't trained to communicate. They're trained to treat.

And that gap — between clinical excellence and communication control — is where reputations are lost.

When a crisis hits, the instinct is to go silent, escalate to legal, or say too much. None of those work.

What works: Calm. Control. Compliance.

My C3 Method has helped healthcare teams in Colorado transform how they respond under pressure — not by giving them scripts, but by giving them a framework they can own in any room.

If your hospital hasn't invested in crisis communication training, that's not a gap in your budget.

It's a gap in your armor.

#HealthcareCommunication #CrisisManagement #HospitalLeadership #CalmCreatesCompliance #KempStrategic

[Jordan Kemp @KempStrategic]

Hospitals train staff to treat patients.

Almost none train them to talk to them during a crisis.

That gap is where reputations — and lawsuits — are born.

Calm Creates Compliance. It's not a slogan. It's a survival skill.

#Healthcare #CrisisCommunication #HospitalLeadership

[Reads with Ravi @readswithravi]

James Clear on the power of daily habits:

[Jordan Kemp @KempStrategic]

#NewProfilePic

[Jordan Kemp @KempStrategic]

@blader This is amazing! Vibe coding for the win! My prayers for your daughter as well!

[Jordan Kemp @KempStrategic]

I’ve officially bit the bullet and set up a Clawdbot. $5 of VPS and $20 of Anthropic credits later, and I have a 24/7 AI assistant. This is amazing!

[Oliver Burdick @oliverburdick]

“To be a Christian means to forgive the inexcusable, because God has forgiven the inexcusable in you.”

C.S. Lewis