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Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
Bert van walbeek   master of disaster
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Bert van walbeek master of disaster

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  • 1. Master of Disaster :How to become one ! Copyright The Winning Edge
  • 2. 10 lessons to learn :1 We love crises2 Definition of crisis3 We are not prepared4 Be prepared : Do or Die5 Manage your risks6 Anatomy of a crisis7 Leadership as the key8 Lessons from the past9 Lessons for the future10 Crisis prevention Copyright The Winning Edge
  • 3. It can happen to you too ………… Political Financial crisis crisis Terrorism Medical crisis crisisOil crisis Copyright The Winning Edge
  • 4. Lesson 1 :We lovecrises Copyright The Winning Edge
  • 5. We love crises …. Crisisjunkies Copyright The Winning Edge
  • 6. We love crises ….We shootourselves in the head to stop theheadache Copyright The Winning Edge
  • 7. We love crises …. Man is something that should be overcome. Zarathustra !Industry leaders Academics Press Experts Politicians NTO Copyright The Winning Edge
  • 8. Lesson 2 :Definition of crisis Copyright The Winning Edge
  • 9. Definition of crisis : A crisis is when you can’t say : “ let‟s forget the whole thing ” Copyright The Winning Edge
  • 10. Definition of crisis : Nothing new on the horizon …….. history repeats itself Danger/Problem Opportunity Copyright The Winning Edge
  • 11. Definition of crisis : A crisis can be defined as : “ Any situation which has the potential to affect long term confidence in a destination, or an organization and its products, which can interfere with its ability to continue operating normally. Cassedy 1991 Copyright The Winning Edge
  • 12. Lesson 3 :We are notprepared Copyright The Winning Edge
  • 13. We are not prepared :Are you prepared ?Do you look left and right when you cross the street ?Do you check this building„s fire escape ?What is the emergency number here ?What is your bloodtype ?Do you have an I.C.E. number in your mobile ? Copyright The Winning Edge
  • 14. The essence of risk management Risk Crisis Disaster Copyright The Winning Edge
  • 15. Challenge no. 1Global Uncertainty Copyright The Winning Edge
  • 16. We are not prepared : Conclusion Expect the unexpected
  • 17. Lesson 4 :Be prepared :Do or Die Copyright The Winning Edge
  • 18. Be prepared, Do or Die : The optimist sees opportunity in everydanger, the pessimist sees danger in every opportunity Winston Churchill Copyright The Winning Edge
  • 19. Be prepared, Do or Die :By the time the rules of thegame are clear,the windows of opportunity have closed Santhanam Shekar Copyright The Winning Edge
  • 20. Be prepared, Do or Die : Die : We thought it wouldn’t happen to us ….
  • 21. Be prepared, Do or Die : Tourism product providers CM Plan in your operational Policy & Procedures ? Tourism product buyersCM as part of your needs and demands ? Copyright The Winning Edge
  • 22. Lesson 5 : Manageyour risks Copyright The Winning Edge
  • 23. Manage your risks : Man-made  Aircraft crash  Assault  Building fire/collapse  Civil/political unrest  Cruise ship / ferry disaster  Hijacking  Hostage situations  Surface transport accident  War Natural  Earthquake  Fire  Hurricanes  Medical epidemic Copyright The Winning Edge
  • 24. Manage your risks : Websters definition of risk: Risk is the possibility of suffering loss.  assess continuously what can go wrong (risks).  determine what risks are important to deal with.  implement strategies to deal with those risk. Copyright The Winning Edge
  • 25. Manage your Wheel of crisesrisks : Ivan I.Mitroff Murat C. Alpaslan HBR, April 2003Normal Abnormalaccidents accidents Natural accidents Copyright The Winning Edge
  • 26. KPMG’s Risk Preparedness Framework
  • 27. The essence of risk managementRisk Evaluation Matrix High Treat Terminate risk risk Tolerate Transfer risk risk Low Severity Low High Copyright The Winning Edge
  • 28. The essence of risk managementThe Tourist Health and Safety Continuum : Severity and frequency of incidents Natural disaster Terrorism Morbidity ( death ) Medical ailments, hospitalization Crime Minor illness Loss of personal affects Minor incidents Copyright The Winning Edge
  • 29. Initiate brainstorms on risk awareness Stop saying : “ that is not my job ! “5 “ safety belts ” you could apply :1. Where is your computer back-up located ?2. Do you carry an emergency contact card ?3. Do you have an life insurance policy ?4. When was your last medical check up ?5. Do you have an “ emergency fund “ ? Create a “crisis” and see what happens ! Copyright The Winning Edge
  • 30. Initiate brainstorms on risk awareness It won‟t happen to us … If you don‟t control the risks, the risks will control you ! Copyright The Winning Edge
  • 31. Lesson 6 :Anatomyof a crisis Copyright The Winning Edge
  • 32. Anatomy of a crisis :1. The Reduction stage : detecting early warning signals2. The Readiness stage : preparing plans and running exercises3. The Response stage : executing operational and communication plans4. The Recovery stage : returning the organization to normal after a crisis Copyright The Winning Edge
  • 33. Anatomy of a crisis : The 4 phases : 1.1 Crisis Awareness 1 . Reduction 1 1.2 Political awareness 1.3 Standard Operating Procedures 2.1 Crisis Management Plan 2 Readiness 2. 2.2 Tourism planning 2.3 Health and safety measures 3.1 Emergency response procedures 3.2 Investigation 3 Response 3. 3.3 Family assistance 3.4 Communication 4.1 Business Continuity Plan 4 Recovery 4. 4.2 Human Resources 4.3 Debriefing Copyright The Winning Edge
  • 34. Crisis ManagementIt won‟t happen to us …. Reduction Phase 1 The Reduction Phase Crisis Awareness Political awareness Standard Operating Procedures Copyright The Winning Edge
  • 35. ReductionA crisis puts 4 important assets at risk :Tangible : Employees / Guests Office / Hotel / CoachIntangible : Corporate reputation Brand Image Copyright The Winning Edge
  • 36. Anatomy of a crisis Phase 1 : Reduction 1.1.1 Identify risk & hazards1.1 Crisis Awareness 1.1.2 Identify possible impacts 1.1.3 Intelligence collection 1.2.1 Secure political cooperation1.2 Political awareness 1.2.2 Increase political involvement 1.2.3 Link Tourism and Peace 1.3.1 Anticipate problems1.3 Standard Operating Procedures 1.3.2 Revise procedures 1.3.3 Enhance staff awareness Copyright The Winning Edge
  • 37. Reduction 1.1 Crisis Awareness1.1.1 Identify risk & hazards1.1.2 Identify possible impacts1.1.3 Intelligence collection Copyright The Winning Edge
  • 38. Reduction 1.2 Political Awareness1.2.1 Secure political cooperation1.2.2 Increase political involvement1.2.3 Link Tourism and Peace Copyright The Winning Edge
  • 39. Reduction 1.3 Standing Operating Procedures1.3.1 Anticipate problems1.3.2 Revise procedures1.3.3 Enhance staff awareness Copyright The Winning Edge
  • 40. Crisis ManagementIt won‟t happen to us …. Readiness Phase 2 The Readiness Phase Crisis Management Plan Tourism planning Health and safety measures Copyright The Winning Edge
  • 41. Anatomy of a crisis Phase 2 : Readiness 2.1.1 Establish Crisis Management team2.1 Crisis Management Plan 2.1.2 Crisis Management Plan 2.1.3 Simulation Exercises 2.2.1 Create awareness among industry2.2 Tourism planning 2.2.2 Train staff 2.2.3 Advance decision making 2.3.1 Establish local network2.3 Health and safety measures 2.3.2 Emergeny services 2.3.3 Hazards handling systems Copyright The Winning Edge
  • 42. Lessons to learn Phase 2 : "Being Ready"Businessesneed to evaluate their crisis exposuredevelop Strategic Plans, Operational & Media Action Plansregularly audit those plansconduct crisis response exercisesacquire crisis management skillsManagers and staff needto be psychologically prepared for the impactand stresses that crisis events impose uponthem Copyright The Winning Edge
  • 43. Readiness 2.1 Crisis Management Plan2.1.1. Establish CM team2.1.2. Crisis Management Plan2.1.3. Simulation Exercises Copyright The Winning Edge
  • 44. Readiness 2.2 Tourism Planning2.2.1. Create awareness among industry2.2.2. Train staff2.2.3. Advance decision making Copyright The Winning Edge
  • 45. Readiness 2.3 Health and Safety measures2.3.1. Establish local network2.3.2. Emergency services2.3.3. Hazards handling systems Copyright The Winning Edge
  • 46. Readiness Crisis Management PlanningA Crisis Management Plan will allow to Predict problems Categorize steps prior to crisis Empower Crisis Management Team Allocate specific responsibilities Focus on communication, internal & external Make critical decisions beforehand Give time to think in tranquility Copyright The Winning Edge
  • 47. Crisis ManagementIt won‟t happen to us …. Response Phase 3 The Response Phase Emergency response procedures Family assistance Communication Copyright The Winning Edge
  • 48. Anatomy of a crisis Phase 3 : Response 3.1.1 Leadership 3.1.2 Crisis response 3.1.3 Internal - External communications3.1 Emergency response procedures 3.1.4 External suppliers handling 3.1.5 Hospital(s) 3.1.6 Morgue(s) 3.2.1 Crime 3.2.2 Legal & Political3.2 Investigation 3.2.3 Insurance 3.3.1 Information handling 3.3.2 Transportation3.3 Family assistance 3.3.3 Accommodation 3.3.4 On site support 3.4.1 Media 3.4.2 Hospital(s)3.4 Communication 3.4.3 Morgue(s) 3.4.4 Investigation 3.4.5 Government Copyright The Winning Edge
  • 49. Response Crisis Response is dedicated to :the immediate aftermath of the event,the response to the impact of a crisisthe sustained efforts during the course of the emergency.The emphasis is on:saving lives,controlling the situation, andminimizing the effects of the disaster.logistics of : rescue teams to the scene getting medical care food, water, shelter Copyright The Winning Edge
  • 50. Response Response structure Media CommunicationChallenges : Better informed than you Can create anxiety / panic Speculate, report rumors and lay blame Cause you to divert from your primary focusAdvantage Be a source of information Help to get across information Reassure the stakeholders Portray your position Copyright The Winning Edge
  • 51. Response Response structure Media Communication Assign press area Appoint one main spokesperson Have additional expert spokespersons Break the news as fast as possible Establish the facts early Tell the truth Be human Regular briefings Contest rumor Copyright The Winning Edge
  • 52. Response Response structureMedia Communication guidelines• Tell it all, Tell it fast, Tell the truth.• Pity, Praise, Promise Copyright The Winning Edge
  • 53. The Stakeholders wheelThe Role of the Public Sector Destination Risk & Crisis Management PlansThe role of the Private Sector Organization‟s Risk & Crisis Management Plans “ Food for thought “
  • 54. Crisis ManagementIt won‟t happen to us …. Recovery Phase 4 The Recovery Phase Business Continuity Plan Human Resources Debriefing Copyright The Winning Edge
  • 55. Anatomy of a crisis Phase 4 : Recovery 4.1.1 Rehabilitation4.1 Business Continuity Plan 4.1.2 Normalization 4.1.3 Expansion 4.2.1 Impact of reduced labor needs4.2 Human Resources 4.2.2 Motivation and training 4.2.3 Increase crisis awareness 4.3.1 Thank all involved4.3 Debriefing 4.3.2 Follow up with victims 4.3.3 Update Crisis Management Plan Copyright The Winning Edge
  • 56. RecoveryThe ultimate assessment can be made from four measures of recovery :1. the speed with which an organisation regains or continues full business operations2. the degree to which an organisation recovers3. the amount of organisational and operational improvement added during recovery4. the amount of crisis-resistance added since the crisis arose Copyright The Winning Edge
  • 57. Skillful risk & crisis handling www.pata.org icca@icca.nl Copyright PATA & ICCA
  • 58. Lesson 7 :Leadership as key …. Copyright The Winning Edge
  • 59. Leadership as key : It won‟t happen to us …. The Role of Leadership in a Crisis “ I care, and I am accountable "Effective leaders during a crisis must be able to : tolerate confusion and hostility, structure the decision problem, separate what is important and what is background noise. Copyright The Winning Edge
  • 60. Leadership as key :Crisis Management,why reinvent the wheel ? Negative examples Positive examples 1988 1982 & 1986 1989 Copyright The Winning Edge
  • 61. Leadership as key : Team - Coordination Leader - Supervision - Spokesperson Operations - Production CEO issues - Decisions Director - Security Legal - Liability Marketing - Sales & Distribution Counsel Issues Issues Director - Marketing Issues - Customer Relations - Financial CFO Relations Public - Media Relations Relations - External Communications Director - Government - Staff Issues Relations Personnel - Community Issues Director - Internal Communications Copyright The Winning Edge
  • 62. Lesson 8 : Lessons from the past Copyright The Winning Edge
  • 63. Egypt, 1990 - 1991The world‘s oldesttravel destination Copyright The Winning Edge
  • 64. Reach consumer ?Advertising ? Too expensivePublic Relations ! Expensive ! Copyright The Winning Edge
  • 65. Egypt, 1990 - 1991Result :Business back tonormal by June 91 Copyright The Winning Edge
  • 66. Egypt,Long term effect :Emergency PR program onstand-byReady to “go“ within hoursLuxor : Valley of the Kings Copyright The Winning Edge
  • 67. Thailand, May 1992 Copyright The Winning Edge
  • 68. Blueprint Back to normal Press inspectionsT Ch oa ni sl ua mn e Clear Thaid image trips r Retailer Come, See & Tell Copyright The Winning Edge
  • 69. Results :7,326 articles traced around the worldAir and Hotel part big success, tour and shopping notBooking trends back to normal by August 92Grateful wholesalers, who appreciated the support very muchVarious awards for the program Copyright The Winning Edge
  • 70. Lesson 9 :Lessons for the future Copyright The Winning Edge
  • 71. We have to face the risks : “ I have a dream …..” T ogether E ach Nobody is A chieves perfect, M ore but a team can be !
  • 72. What about SARS ? Copyright The Winning Edge
  • 73. W.H.O Question / challenge authority CYA bureaucracy No cooperation with tourism Perception of illness 99,999999 % of population free of SARS 99 die of flu in USA everyday Killer virus : 94 % recovery rate People : Panic, Fear, Hysteria and Sensation Copyright The Winning Edge
  • 74. What happened December 26, 2003 ? In the Bam area ( IRAN ) more than 30,000 people killed,30,000 injured, 85 % of buildingsdamaged or destroyed and 90 % infrastructure damaged Copyright The Winning Edge
  • 75. Lessons from Indian Ocean Tsunami ? A role, and opportunity, for education and training
  • 76. Lesson 10 : CrisisPrevention Copyright The Winning Edge
  • 77. Crisis Prevention :Newest Marketing Tool Copyright The Winning Edge THE ELEMENTS OF MARKETING PLANNING AS A CUSTOMER SATISFYING ACTIVITY PLANNING TO DEMAND RECOGNIZING DEMAND MEET DEMAND SATISFYING DEMAND STIMULATING PACKAGING SERVICE PROMOTION CUSTOMER PRODUCT PUBLICITY INTELLIGENCE RANGE PLAN DELIVERY NEW PRODUCT FORECASTING ADVERTISING DEVELOPMENT DISTRIBUTION MARKET MARKET SEGMENTATION PRICING RESEARCH SELLING PLANS CUSTOMER CUSTOMER RESEARCH PRICING PLANS SELLING MARKET MARKET SEGMENTATION DISTRIBUTION DEVELOPMENT ADVERTISING FORECASTING NEW PRODUCT DELIVERY RANGE PLAN INTELLIGENCE PUBLICITY CUSTOMER PRODUCT PROMOTION DEMAND SERVICE PACKAGING STIMULATING MEET DEMAND SATISFYING RECOGNIZING DEMAND PLANNING TO DEMAND A CUSTOMER SATISFYING ACTIVITY THE ELEMENTS OF MARKETING PLANNING AS Copyright The Winning Edge Copyright The Winning Edge
  • 78. www.ternalert.org
  • 79. Crisis Prevention ! Copyright The Winning Edge
  • 80. Crisis Prevention ! www.apec.org Copyright The Winning Edge
  • 81. Crisis Prevention ! Copyright The Winning Edge
  • 82. Crisis prevention Newest Marketing Tool Crisis Management Crisis Prevention Reputation Management Copyright The Winning Edge
  • 83. Newest marketing tool It won‟t happen to us … Facing the Fear Factor Destinations and Suppliers Guests, and customers ! To fear the worst often cures the worse Shakespeare Copyright The Winning Edge
  • 84. We have to face the risks : It won‟t happen to us … If you don‟t control the risks, the risks will control you ! Copyright The Winning Edge
  • 85. 10 lessons learned :1 We love crises2 Definition of crisis3 We are not prepared4 Be prepared : Do or Die5 Manage your risks6 Anatomy of a crisis7 Leadership as the key8 Lessons from the past9 Lessons for the future10 Crisis prevention Copyright The Winning Edge
  • 86. The bottom line !If you dont knowwhere you are going …. … you will probably end up somewhere else !!!! Copyright The Winning Edge
  • 87. The bottom line !You are today where your thoughts have brought you ….. You will be tomorrow where the thoughts of this lecture take you ! Copyright The Winning Edge
  • 88. The bottom line Accentuate the positive Copyright The Winning Edge
  • 89. Our goal is simple …to help you reach yours !The Winning Edge :473, Soi Uahwatanasakul 3Pattanakarn 58 RoadBangkok, 10250 Telephone : 0 2321 0522 - 3 Fax : 0 2722 7195 E-mail : bert@twe-winningedge.com Web site : www.twe-winningedge.com Copyright The Winning Edge

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