Crisis Communication - Hospital Administration

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Crisis Communication - Hospital Administration

  1. 1. Cecilia Hughes<br />May 23, 2011<br />Crisis Management<br />1<br />
  2. 2. Why You Are Here Today.<br /><ul><li>Definition of crisis.
  3. 3. Potential crises affectingRiverside Tappahannock Hospital.
  4. 4. Contingency planning: preparing for the worst.
  5. 5. Managing a crisis.
  6. 6. Communicating during and after a crisis.
  7. 7. Discussion.</li></ul>2<br />
  8. 8. Defining a Crisis.<br />“A significant threat to operations that can have negative consequences if not handled properly. In crisis management, the threat is the potential damage a crisis can inflict on an organization, its stakeholders, and an industry. A crisis can create three related threats: (1) public safety, (2) financial loss and (3) reputation loss.”<br />— From “Crisis Management and Communications,” Timothy Coombs<br />“An event that brings, or has the potential for bringing, an organization into disrepute and imperils its future profitability, growth, and possibly, its very survival.” <br />– From “The Crisis Manager,” Otto Lerbinger<br />3<br />
  9. 9. Types of Crises.<br /><ul><li> Natural disaster.
  10. 10. Technological crises.
  11. 11. Confrontation.
  12. 12. Malevolence.
  13. 13. Crisis of skewed management value.
  14. 14. Crisis of deception.
  15. 15. Crisis of management misconduct.</li></ul>4<br />
  16. 16. Crisis Management.<br />Stages of a Crisis<br /><ul><li> Warning Stage.
  17. 17. Point of No Return.
  18. 18. Cleanup Phase.
  19. 19. Returning back to “normal”.</li></ul>5<br />
  20. 20. Crisis Communication Planning.<br /><ul><li> Step One: Risk Assessment.
  21. 21. Step Two: Developing the Plan.
  22. 22. Step Three: Response.
  23. 23. Step Four: Recovery.</li></ul>6<br />
  24. 24. Communicating: During & After.<br />You must have a plan.<br />Your president/director has to be visible.<br />You have to have one designated spokesperson.<br />You have to have a communications command center.<br />Communicate as much as you can, as often as you can.<br />Stay on message.<br />Use experts when necessary.<br />Flood your target audiences with messages.<br />7<br />
  25. 25. Questions & Comments.<br />8<br />

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