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Crisis Communications: What every CEO should know

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Prof. Alesa Lightbourne, Assistant Dean at S P Jain Center of Management shares steps every CEO should know during a crisis or a panic situation. …

Prof. Alesa Lightbourne, Assistant Dean at S P Jain Center of Management shares steps every CEO should know during a crisis or a panic situation.

Published in: Business, Technology

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  • 1. Crisis Communications:What Every CEO Should Know
    Alesa Lightbourne, Ph.D.
    Assistant Dean, Global BBA Program
    S P Jain Center of Management
  • 2. Agenda
    Things you probably already know (review)
    Things you probably DON’T know
    Action list for better preparedness
  • 3. 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
  • 4. 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
  • 5. Using Internet – a MUST
    Google and Japan earthquake
    http://www.google.com/crisisresponse/japanquake2011.html
  • 6. Great Press Mileage
  • 7. Source:
    simpliflying.com
  • 8. Tools
    AirAlertTM – connect crisis comm team members, operations, external audiences, dedicated website
    Hootsuite – manage Twitter, Facebook, Linked In
    Backtype, Social Mention – monitor online conversations using keywords
  • 9. Bottom Line
    NO
  • 10. YES
  • 11. Things You Can’t Know
    Who
    What
    When
    Where
    How
    How you (and others) will personally react…
  • 12. Communication Styles
    Yourself
    Team members
    Others (media, victims, regulators)
  • 13. Four Basic Styles
    Aggressive
    Passive
    Passive-aggressive
    Assertive
    CEOs think they are …
    assertive
  • 14. But In a Crisis, You’re Really …
  • 15. Or …
  • 16. 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
  • 17. Let’s Find Out More
    Take assessment
    Fill out answer sheet
    Add columns
  • 18. 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
  • 19. Driver
    Commander
    Gets job done
    Decisive, risk taker
    Good at delegating
    Fearless
    Results-oriented
    Norman Schwarzkopf
  • 20. Expresser
    Talkative and optimistic
    Impulsive, full of ideas
    Values enjoyment
    Spontaneous and flamboyant
    Loves to brainstorm
    Impulsive
    Oprah Winfrey
  • 21. Relater
    Relationship-oriented
    Easy-going, likes steady pace
    Harmonizer
    Good listener
    Dislikes contrary opinions
    Concerned about others’ feelings
    Mother Teresa
  • 22. 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
  • 23. Activity
    3 blessings of your nature
    3 curses of your nature
    3 things you’re likely to do in a crisis
  • 24. Apply your knowledge
    Who makes the best:
    Media spokesperson
    Budget controller
    Victim relations person
    Overall decision maker
    What potential dangers arise from each?
  • 25. Action Items
    Revisit your communication crisis plan
    Add Internet aspects
    Assess communication styles on your team
    Predict responses in crisis
    Adjust responsibilities accordingly
  • 26. 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.
  • 27. Crisis Communications:What Every CEO Should Know
    Alesa Lightbourne, Ph.D.