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Upheaval: Crafting a Culture & Managing Your Message through a Crisis

5 Star Review


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Editorial Book Review:

By Marcos Buttler


This book demonstrates how to approach a situation with composure, understanding, and a plan. Paul Hiltz and Amanda Lucey go into great length about how to lead and communicate during difficult circumstances. They use real-life examples to make the lessons relevant and understandable. I thought it was interesting that they put a lot of effort into creating a society that does well even when things get tough. It's not enough to just fix things; a crisis can also be used to make principles stronger, connect with communities, and build trust. It was very helpful how they broke down how important it is to be honest and open, especially when talking to people inside your company and sending words to people outside your company.


The book struck a perfect balance between offering actionable advice and exploring the human side of leadership. The crisis management and brand reshaping toolkits were useful and simple to use, but they didn't feel like they were one-size-fits-all answers. Instead, the authors say that you should make strategies fit the needs of your company while still sticking to basic ideas. This openness was nice to see because it shows that leaders have to deal with a wide range of problems.


What struck me most was how they saw communication—not just as a way to get information across, but also as a way to build trust and relationship. Their accounts of coping with issues both inside and outside the firm, as a result of the pandemic, enlightened me. What I learned is that crisis management is a holistic process that must take into account the demands of all parties involved, including employees, stakeholders, and the community at large.


The writing was clear and interesting, and it made difficult ideas easy to understand without making them too simple. The book has a joyful tone that made me feel good—it's not about avoiding problems, but about getting better because of them. This book gives you the tools and the attitude you need to be a successful leader, no matter how long you've been in charge or if you're just starting out and need to help others through uncertainty. This is the kind of information I know I'll use again and again when I'm having a hard time. No matter what changes happen in my life, I feel more confident in my ability to lead and speak well.


About the Author

Paul Hiltz


Paul Hiltz is President and CEO of NCH (Naples Comprehensive Health) in Naples, Florida. NCH is a nonprofit Advanced Community Healthcare System™ serving Southwest Florida with premier routine, critical and specialty care.


Since joining NCH Paul has developed collaborations and partnerships with Encompass for inpatient rehabilitation, HSS for orthopedics, Nicklaus Children’s Hospital for pediatrics, Northwestern Medicine for oncology and ProScan Imaging for radiology services, ensuring top-tier medical care is available in Southwest Florida.


NCH is recognized as one of Healthgrades America’s Top 100 Hospitals and a Top 50 Hospital for Surgical Care. NCH provides fellowship and Graduate Medical Education opportunities, participates in national clinical trials and collaborates with health market leaders.


Prior to joining NCH in 2019, Paul served as the President and CEO of multiple hospitals and medical centers.


About the Author

Amanda Lucey



Amanda Lucey is CEO of The Partnership, Atlanta’s oldest privately held marketing and brand communications agency, established in 1979. The firm orchestrates integrated solutions across branding, communications, advertising, public relations, and digital development. Her agency has represented clients spanning Coca-Cola, International Continental Hotel Group, Ferrari, Cure Childhood Cancer, Skills USA, and top healthcare systems including NCH. Amanda is a change agent. Amid the pandemic, Amanda’s expertise in navigating change and crisis communication became invaluable to brands. She’s one of the nation’s leading crisis communications and media training experts.



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