MGTA35H3 Lecture 7: Notes.14
Document Summary
Managing a crisis: phase th(cid:396)ee: (cid:396)espo(cid:374)se, phase fou(cid:396): (cid:396)e(cid:272)o(cid:448)e(cid:396)(cid:455). 8(cid:1004)% do(cid:374)(cid:859)t k(cid:374)o(cid:449) (cid:449)hat to do. (cid:1005)(cid:1004)% f(cid:396)eak out a(cid:374)d (cid:1005)(cid:1004)% lead. Espo(cid:374)se p(cid:396)i(cid:374)(cid:272)iples: safet(cid:455) fi(cid:396)st, tell the truth, establish trust, demonstrate concern, consistent key messaging, get face to face, be authentic/be personal, leverage all channels/including ees, do(cid:374)(cid:859)t (cid:271)la(cid:373)e othe(cid:396)s. e(cid:454)a(cid:373)ples: Miracle on the hudson, sunrise propane explosion, deepwater horizon bp. Communicating during a crisis: communicate quickly and often. Five or fewer points you wish to make, five bad things you expect will come up, five really ugly things you hope never to be asked. Image repair strategies: denial, evasion, attack, mitigation, acceptance. Streisand effect- make it bigger than it was. Learning from a crisis: simulations- build on business continuity exercises, third party audits, best practices ask what other companies are doing, study case studies.
