Crisis has

1. Crisis has • Low probability • High impact • Uncertain/ambiguous causes and effects • Differential perceptions

2. Commonfeatures of a crisis • The situation materialises unexpectedly • Decisions are required urgently • Time is short • Specific threats are identified • Urgent demands for information are received • There is sense of loss of control • Pressures build over time • Routine business become increasingly difficult • Demands are made to identify someone to blame • Outsiders take an unusual interest • Reputation suffers • Communications are increasingly difficult to manage

3. Causesof crisis • Cause of almost all crises fall into two broad categories • Overt acts and acts of omission • Issues of competence or lack thereof in matters of public perception • Crisis in an organisation can be caused by • Human related errors • Process related errors

4. Human related errors • Human error • Clerical error • Errors of judgment

5. ProcessRelated Errors • Misuse of confidential information • Inadequate standard operating procedures • Unauthorized procedures • Inadequate supervision • Inadequate quality control

6. Types of crisis • Natural disaster • Technological crises • Confrontation crises • Crises of malevolence • Terrorism • Kidnapping • Crises of organizational misdeeds • Workplace violence • rumors

7. Specific threats to organisation • Operational viability • Reputation • Credibility • Financial stability • Legal action

8. Purpose of crisis management • Prevention • Survival • Successful outcomes

9. Three criteria of success • Has organisational capacity been restored? • Have losses been minimised? • Have lessons been learned?

10. Crisis Management Model Analyse Existing conditions e.g., Chaos in work culture Crisis as perceived by people in crisis Vs Crisis as observed by a neutral observer Intrinsic crisis Perceived crisis Instant and irrational (denial/shock/panic) Immature crisis response Grasp of intrinsic crisis Implementation of plans and procedures Mature crisis management Assessing success and failure Feeding learning into future planning Review and Feedback

11. Crisis Prevention

12. Crisis Planning • Assess risks • Produce plans • Define roles and responsibilities • Appoint crisis management team • Draw up communication plan • Produce contact and organisation chart • Promote crisis-ready culture • Publish plans and conduct training • Test, review and practise

13. Crisis communication • Virtually all concerns and questions for any crisis can be predicted in advance. • Prepare your messages to respond to these concerns in advance. Message mapping is one useful tool

14. Keys to effective communication • Clarity • Because people are stressed • Repetition • Because people’s minds are stressed • Honesty • Because people are afraid or angry • Empathy • Because there is a threat • Because you need to build trust • Efficacy (Give them something to do) • Because action is the antidote to fear

15. The first goal of crisis management is preventionThank you