Crisis Communications:What Every CEO Should Know Alesa Lightbourne, Ph.D. Assistant Dean, Global BBA Program S P Jain Center of Management
Agenda Things you probably already know (review) Things you probably DON’T know Action list for better preparedness
You Already Know You must have a plan before the crisis Crisis management plan ≠ crisis communications plan Plans take a lot of time and expertise
Best Practices Keep plan updated (study recent crises) Assign alternate members of team Allow for cultural differences Practice both onsite and “away” crises Mandate media training for all involved Do practice run
Using Internet – a MUST Google and Japan earthquake http://www.google.com/crisisresponse/japanquake2011.html
In Times of Panic We revert to behavior of parent This is irrational / we can’t help it We can use knowledge of types to maximize strengths of team members
Let’s Find Out More Take assessment Fill out answer sheet Add columns
Four Types G + D = Driver O + D = Expresser O + I = Relater G + I = Analyzer Most people combine several types We can be different types in different circumstances
Driver Commander Gets job done Decisive, risk taker Good at delegating Fearless Results-oriented Norman Schwarzkopf
Expresser Talkative and optimistic Impulsive, full of ideas Values enjoyment Spontaneous and flamboyant Loves to brainstorm Impulsive Oprah Winfrey
Relater Relationship-oriented Easy-going, likes steady pace Harmonizer Good listener Dislikes contrary opinions Concerned about others’ feelings Mother Teresa
Analyzer Rational and idea-oriented Highly organized Cautious, logical, thrifty Quick to think, slow to speak Values accuracy and being right Plans thoroughly Alan Greenspan
Activity 3 blessings of your nature 3 curses of your nature 3 things you’re likely to do in a crisis
Apply your knowledge Who makes the best: Media spokesperson Budget controller Victim relations person Overall decision maker What potential dangers arise from each?
Action Items Revisit your communication crisis plan Add Internet aspects Assess communication styles on your team Predict responses in crisis Adjust responsibilities accordingly
resources Alessandra & O’Connor. The Platinum Rule. New York: Warner Books, 1996. Bernstein, Jonathan. “The 10 Steps of Crisis Communications.” www.bernsteincrisismanagement.com Lukaszewski, James. “Seven Dimensions of Crisis Communication Management.” www.e911.com/monos Simpliflying. “Five Steps to Successful Crisis Management for Airlines in the Age of Social Media.” www.simpliflying.com Valtat, Aurelie. “The Ash Cloud, Crisis Communications & Social Media – the Eurocontrol Story.” Interview posted at www.conversationblog.com/journal, Apr 30, 2010.
Crisis Communications:What Every CEO Should Know Alesa Lightbourne, Ph.D.