Crisis Management Flashcards
Crisis Definition
A crisis is a change, sudden or slowly evolving, that presents an urgent problem that requires an immediate response
Common Sources of Crises
- Health and environmental disasters
- Technological breakdowns
- Economic and market forces
- Relationships
Stages of Crises Management
- Avoiding the Crisis
- Preparing to Manage the Crisis
- Recognizing the Crisis
- Containing the Crisis
- Resolving the Crisis
- Learning from the Crisis
Avoiding the Crisis
Perform a crisis audit:
- Discuss crises during strategic planning
- Include diverse stakeholder views
- Perform crisis-ready SWOT analysis
- Cover readiness for four major crisis sources
- Develop a crisis-risk list
- Assess worst-case scenarios
- Assess probabilities w/scenarios
Preparing to Manage the Crisis
Your goal is to make as many decisions as possible before crisis strikes:
- Recognize the risks
- Brainstorm costs
- Develop contingency plans
- Explore side effects of your plans
- Form a crisis-management team
- Create a communications plan
- Develop a resource plan
Recognizing the Crisis
Determine if a situation is a crisis:
- Characterize the event
- Evaluate the scope and scale of impact
- Self-reflect (don’t over or under react)
- Consider your values (actions carry symbolic meaning with significant consequences)
Prepare to Act:
- Get the crisis team in place
- Secure needed information
Containing the Crisis
- Be decisive
- Present calm, serious demeanor
- Be responsive to needs/fears of those affected
- Be open (without stoking fears)
- Address rumors by offering credible info. (present bad news all at once)
- Notify key stakeholders
- Stick to facts (don’t speculate)
- Comm. honestly, preserve credibility
Resolving the Crisis
- Monitor effects of stress
- Step up to leadership responsibilities
- Faces the crisis
- Becomes vigilant
- Maintains focus on priorities
- Does what needs to get done
Learning from a Crisis
- Review how the crisis was handled
- Look and plan ahead
- Track results
“Those Who Forget History Are Doomed to Repeat It“ George Santayana, Poet/Philos.
How to Deliver Bad News Video
- Blackmail and Kidnap occur and causes your Co. to become under threat
- Need a senior team who is trained specifically for crisis management
- DRC provides many layers of preparedness and response
Hudson River Flight Cockpit View Video
Birds Hit Both Engines, Lands in Hudson River, Occurred a minute after takeoff
How to Deliver Bad News Video
Conveying Bad News is Managers Responsible
In charge of own emotional responses
- Prepare
- Think of the Outcome
- Don’t beat around the bush, deliver promptly and save details
- Practice in front of colleague, mirror, or camera
- Personalize the info. to each individual team member
Opportunity of Crisis Video
America missed out in 1974 to deal w/energy crisis that was before us, our entire energy policy at the time was cheap oil,
The crisis provides you with opportunities to do things that you could not do before.
Both Parties look for a solution
Health Care savings and reform
Fairness in taxes and simplicity
Educational Reform, and train them properly
