Cours 8-9 Flashcards
Talk about the place of the employees?
- The employees are very often the forgotten stakeholder in crisis communication (“why is the press informed before we are?”)
- The employees are the face of the company but also the ambassador of your company. So they have to be inform of what is going on.
-You also need to keep them motivated and make them feel implicated. You need to involve them to make sure they will help you to solve the crisis.
WHY ARE EMPLOYEES SO IMPORTANT?
- Because they can be the direct cause of a crisis
But not everything can be tell, you still have to give them the minimum. Give some resources and attention to the employees not only to the external.
Whistleblower : un employé qui dit le problème qui se passe dans l’entreprise qui travail de manière anonyme. - Because they can be the indirect cause of a crisis
- Because employees can amplify a crisis
- Because employees can help reduce a crisis
Conclusion: don’t forget internal communication!
HOW TO INFORM EMPLOYEES?
Before a crisis
• Development of an internal communication strategy
• Drafting messages for internal stakeholders and trade union organisations (in cooperation with the HR manager)
During a crisis
• Distribution of messages through internal channels
• Monitor and analysis
After a crisis
• Psychosocial support
• Workshops
• Awareness raising
-Prepare templates of internal communications in case of crisis
What are some good internal communication channels?
Keep your employees informed, up-to-date and involved in your organization’s response to the crisis
o Meetings
o Town hall meetings
o Teams/Zoom meetings
o One-to-ones
o Phone
o Mail
o Intranet
o Toolkits
o TV screens
o Internal magazine
o Newsletter
o …
• Often, the internal communication cascade doesn’t work very well
• Don’t forget that cascade relies on a good understanding of the message
• If it’s too complicated or too long, it will be difficult for the middle managers to cascade the key messages towards their teams
What do you have to avoid when giving information to employees?
AVOID INFORMATION OVERLOAD
• Sometimes, there’s so much information available that a clear picture of a crisis can be difficult to obtain
• This information overload can have a serious impact on decision making
Why is the trust determination factors?
Ability
Competence
Expertise
Empathy
Caring
Goodwill
Integrity
Fairness
Honesty
Dedication
DANS UN TRIANGLE
MOBILIZE THE RIGHT RESOURCES AT THE RIGHT MOMENT
??
CRISIS AND EMPLOYEES: WHAT ARE THE 10 GOLDEN RULES?
- Carry out scenario planning and plan messages ahead
- Set up crisis communication channels in advance
- Involve all levels of the organization
- Communicate face-to-face
- Keep your key messages short and simple
- Avoid information overload
- As soon as you have made your decisions, tell your employees
- Tell your employees first whenever possible
- Offer answers to employees’ questions (FAQ)
- Get back to ‘business as usual’ as soon as you can
What are the questions you have to ask yourself?
• What’s your main priority in this crisis?
• What would your first reaction be?
• How would you assess the situation?
• What is your positioning towards your employees?
• Would you communicate proactively/reactively?
• What are the most likely and worst-case scenarios?
• How will you inform your employees?
• Which internal channels will you use?
What is the crisis management cycle?
Risk or issue Management
- Prevention & Mitigation (Reduce risk)
Y’a pas de de crise à ce moment la. You try to medicate what could happened. Tu anticipate.
Les deux premier cours (typologies and acceleration, ensitive topics and messaging) - Preparedness (Operational Readiness Coordinated Approach)
You try d’un point de vue opérationnel tu te prépare à une crise. Tu teste ton équipe pour une crise qui peut arriver. C’est juste des teste c’est une préparation en vision de potentiel crise
Incident or Crisis Management
- Response (Integrated response in accordance with strategic priorities)
Tu es dans la crise directement. You are in the core of what the crisis is about - Recovery (Restored / Continuity of business)
Souvent la ^hase oiublier, mais tu dois continuer à faire fonctionner la compagnie, renaitre de cette crise.
Is crisis management and crisis communication the same thing ?
Crises management is not the same as crisis communication. It’s important not to think that it is the same.
WHY ARE WE DISCOSING SOCIAL WEB??
1- Social web can be the source of a crises (It can start from here)
2- Social web can amplifie an existing crisis
3- Every crises a company can have, only It will still be there (the social web remembers what happened to a company)
Conflict geometry - Dissymmetrical conflict?
▪ In an “dissymmetrical conflict”, the objectives pursued by the parties involved remain comparable. The imbalance of means (doctrinal, organizational or material) allows one of the protagonists to take the advantage and exploit it.
Conflict geometry - symmetrical conflict?
▪ In a “symmetrical conflict”, the objectives pursued by the parties involved (from the tactical to the strategic level) are similar.
CONFLICT GEOMETRY - asymmetrical conflict?
▪ In an “asymmetrical conflict”, a party does not want or cannot fight in a dissymmetrical way and attempts to exploit weaknesses of its opponent (such as public opinion, cultural, legal or ethnic sensitivities). The other protagonist must respect the principles of the international law of armed conflict without the other party necessarily doing so.
