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Crisis Communication Final

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Crisis Communication Final

  1. 1. Crisis Communication Lecturers: Ms. Lieve Mulier Ms. Hilde Duyver
  2. 2. 2 KHLeuven 3 May, 2009 Authors Pavel Orlov 511103 Lyubomir Valchev 511102 Mulei Nzila 511173
  3. 3. 3 KHLeuven 3 May, 2009 Overview 1. Introduction 2. Definition of a Crisis 3. Importance of Communication 4. Stages of a Crisis 5. Stakeholders in a Crisis 6. Types of Crises 7. Guidelines and Suggestions 8. Summary
  4. 4. 4 KHLeuven 3 May, 2009 Definition of a Crisis • Specific • Unexpected • Non-routine • High level of uncertainty
  5. 5. 5 KHLeuven 3 May, 2009 Importance of Communication • Dangerous opportunity • Demand for information • Lack of facts
  6. 6. 6 KHLeuven 3 May, 2009 Stages of a Crisis
  7. 7. 7 KHLeuven 3 May, 2009 Preparation • Employee training • Crisis plan • Crisis management team ▫ creative ▫ high knowledge and skills in business ▫ enthusiastic • Employee involvement and cooperation
  8. 8. 8 KHLeuven 3 May, 2009 Preparation • Use of the public to gather information • A good communication plan ▫ choosing appropriate media ▫ defining the target audience ▫ establishing communication techniques ▫ assigning responsibility
  9. 9. 9 KHLeuven 3 May, 2009 Initial response • Good communication skills • Immediate action ▫ gathering facts ▫ preliminary news release ▫ communication to the concerned population
  10. 10. 10 KHLeuven 3 May, 2009 Ongoing corrective actions • Close touch with stakeholders • Continuously updating the media • Good communication skills are essential
  11. 11. 11 KHLeuven 3 May, 2009 Evaluation and follow up • High levels of concern • Asses the impact of the techniques used • Congratulating the stakeholders • Continue to control the situation
  12. 12. 12 KHLeuven 3 May, 2009 Evaluation and follow up • Important: ▫ Improvement of future crisis solving skills ▫ Avoidance of future incidences
  13. 13. 13 KHLeuven 3 May, 2009 Stakeholders in a crisis
  14. 14. 14 KHLeuven 3 May, 2009 Internal Stakeholders • Employees • Shareholders • Customers
  15. 15. 15 KHLeuven 3 May, 2009 External Stakeholders • Churches • Communities • Government • Media • NGOs
  16. 16. 16 KHLeuven 3 May, 2009 Types of Crises
  17. 17. 17 KHLeuven 3 May, 2009 Operational Crisis • Day to day operations • Most harmless • Related to suppliers and clients
  18. 18. 18 KHLeuven 3 May, 2009 Sudden Crisis • Affecting the whole company • Natural disasters • Major company failures • Role of communication
  19. 19. 19 KHLeuven 3 May, 2009 Potential Crisis • Neglected problems • Grow large in time • Declining figures • CEO and board involvement
  20. 20. 20 KHLeuven 3 May, 2009 Guidelines and Suggestions Before Crisis
  21. 21. 21 KHLeuven 3 May, 2009 Stakeholder Relationships • Crucial • Any kind of organization • Long-term commitment
  22. 22. 22 KHLeuven 3 May, 2009 Preparation and Training • Crucial • Programs for employees • Crisis scenarios • Rules and procedures - careful
  23. 23. 23 KHLeuven 3 May, 2009 Guidelines and Suggestions During Crisis
  24. 24. 24 KHLeuven 3 May, 2009 Quick response • Crisis committee • Top priority • Public announcement • Frequent communication
  25. 25. 25 KHLeuven 3 May, 2009 Frank Response • Facts based statements • No over assurance • Create trust
  26. 26. 26 3 May, 2009 KHLeuven Blame Dilemma • External cause • Internal cause ▫ Present evidence ▫ Accept responsibility ▫ Apologize ▫ Hope for loyalty ▫ Announce precautions ▫ Think long term
  27. 27. 27 KHLeuven 3 May, 2009 Guidelines and Suggestions After Crisis
  28. 28. 28 KHLeuven 3 May, 2009 Opportunity for Renewal • Learn from mistakes • Restore image • Make sure it never happens again
  29. 29. 29 KHLeuven 3 May, 2009 JetBlue Case
  30. 30. 30 KHLeuven 3 May, 2009 Conclusion • Effective and efficient communication focus on informing  convincing  motivating  create positive relations  • End result  improvement of operation efficiency  improvement of production efficiency
  31. 31. Thank you for your attention Please ask questions

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