When a crisis hits, words aren’t enough — delivery is everything. In this episode, Athena Koutsonikolas sits down with culture strategist and crisis-leadership expert Eloiza Domingo, Founder & CEO of Eloiza Consulting and former Chief Inclusive Diversity & Equity Officer at Allstate. From mass layoffs to polarizing public issues, Eloiza explains how to decide whether to speak, who should deliver the message, and how tone, timing, and targeting can turn high-risk moments into lasting trust. Eloiza shares playbook-level guidance on aligning values with business strategy, weighing reputational risk against real-world impact, and designing communication that reaches every employee, including non-desk workers. With candid case examples and practical frameworks, this conversation gives leaders and communicators the tools to respond with courage, clarity, and care — no corporate jargon required.