1
EFFECTIVE	INCIDENT	MANAGEMENT
How	to	turn	an	incident	into	an	opportunity	for	your	business	through	effective	incident	m...
2
Bryan Strawser
Principal Consultant & CEO
Bryan	Strawser	is		Principal	Consultant	&	CEO	at	Bryghtpath LLC,	who	has	more	...
We	are	a	strategic	advisory	firm	that	specializes	in	global	risk,	business	continuity,	
emergency	management,	crisis	commu...
“May	you	live	in	interesting	times…”
- Chinese	Proverb
7Copyright	©	2015	by	Bryghtpath	LLC	|	bryghtpath.com |	+1-612-235-6435	|	bryan@bryghtpath.com
Incident	Management
The	active	management	of	a	
disruption	or	escalating	situation
Incident	Management
“The	time	to	fix	the	roof	is	when	the	sun	is	shining…”
- John	F.	Kennedy
Things	to	plan	in	advance:
• ...
Incident	Leadership
1
Characteristics	of	a	strong	incident	or	crisis	leader
• Cross-Functional	Leadership
– Lead	up	(verti...
The	Five	Dimensions	of	Meta-Leadership
• The	person	of	the	meta-leader
• Situational	Awareness
• Lead	your	silo
• Lead	up
...
“The	Basement”
15
How	to	Lead	during	a	crisis
Eric	McNulty,	Harvard	Business	Review,	December	2013
• Ensure	certainty	about	decision	making	...
Planning	&	Preparedness
1
Routine	v.	Novel
• Don’t	get	fancy	at	first
– How	will	the	team	“activate”	and	share	that	they	a...
Private	Sector	Incident	Management	Framework
1
Situational	Awareness
Executive	Incident	Team
(Elected	Leaders	/	Senior	Lea...
19
Case	Study:	Earthquake	&	Tsunami	– Sendai,	Japan	(2011)
Incident	Management	Framework
Situational	Awareness
Routine	Incident
HOLY	S$@!
What	just	happened?!
Protocols	&	Processes
...
Crisis	Leadership
Situational	Awareness
• What’s	happening?
• What	do	we	know	about	it?
• What	impact	is	it	having	on	our	...
How	to	overcome	objections
The	Challenge	of	the	Business Case
• Tie	your	strategy	to	support	of	your	organization’s	strate...
Crisis	Management	as	a	Competitive	Advantage
23
Source:		2012	Hurricane	Sandy	RILA	Survey
0%
10%
20%
30%
40%
50%
60%
70%
8...
Practical	Advice
The	Simple	Things
• Work	/	Organization
– Clear	roles	&	responsibilities
– Establish	decision	making	righ...
I-35W	Bridge	Collapse	– Minneapolis,	Minnesota
Pentagon	Fire	– September	11th,	2001
Deepwater	Horizon,	Joint	Information	Center
VADM	Thad	Allen,	USCG,	Hurricane	Katrina
29
Bryan	Strawser
Bryghtpath	LLC
Bryan.Strawser@bryghtpath.com
+1-612-235-6435
http://bryghtpath.com
30
Issue: Feb 2013 MMCAFRICA- EMS Auditor / Lead Auditor Training Course
?
QUESTIONS
THANK YOU
+1-612-235-6435
bryan.straw...
How to turn an incident into an opportunity for your business through effective incident management
How to turn an incident into an opportunity for your business through effective incident management
How to turn an incident into an opportunity for your business through effective incident management
How to turn an incident into an opportunity for your business through effective incident management
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How to turn an incident into an opportunity for your business through effective incident management

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In this presentation, Bryghtpath LLC Principal Consultant & CEO Bryan Strawser talks about how to turn an incident into an opportunity for your business by effectively managing the incident or crisis you are faced with in your organization. Topics discussed include crisis management, incident management, crisis communications, crisis leadership, business continuity, and organizational effectiveness.

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How to turn an incident into an opportunity for your business through effective incident management

  1. 1. 1 EFFECTIVE INCIDENT MANAGEMENT How to turn an incident into an opportunity for your business through effective incident management Bryan Strawser - @bryanstrawser Principal Consultant & CEO, Bryghtpath LLC
  2. 2. 2 Bryan Strawser Principal Consultant & CEO Bryan Strawser is Principal Consultant & CEO at Bryghtpath LLC, who has more than 21 years of experience. . +1-612-235-6435 bryan.strawser@bryghtpath.com www.bryghtpath.com linkedin.com/in/bryanstrawser twitter.com/bryanstrawser
  3. 3. We are a strategic advisory firm that specializes in global risk, business continuity, emergency management, crisis communications, and public affairs
  4. 4. “May you live in interesting times…” - Chinese Proverb
  5. 5. 7Copyright © 2015 by Bryghtpath LLC | bryghtpath.com | +1-612-235-6435 | bryan@bryghtpath.com
  6. 6. Incident Management The active management of a disruption or escalating situation
  7. 7. Incident Management “The time to fix the roof is when the sun is shining…” - John F. Kennedy Things to plan in advance: • Clear roles and responsibilities • Decision making rights pre-defined • Single source of truth communication • Communication products / messages / templates • Cross-functional coordination
  8. 8. Incident Leadership 1 Characteristics of a strong incident or crisis leader • Cross-Functional Leadership – Lead up (vertically) – Lead across (horizontally) • Be both strategic and tactical – Strategic: See the entire organization and external influences – Tactical: Be willing to work on really simple processes where needed • Understands that success never happens within a silo • Can pivot in a moment • Possesses extraordinary situational awareness
  9. 9. The Five Dimensions of Meta-Leadership • The person of the meta-leader • Situational Awareness • Lead your silo • Lead up • Lead connectivity Harvard University – National Preparedness Leadership Initiative Dr. Lenny Marcus (l) Dr. Barry Dorn (r)
  10. 10. “The Basement”
  11. 11. 15
  12. 12. How to Lead during a crisis Eric McNulty, Harvard Business Review, December 2013 • Ensure certainty about decision making and strategic messaging • Understand Stakeholders – Map out your stakeholders – Understand each has unique needs for information and reassurance – Develop story arcs for each • Understand that the crisis will evolve over time
  13. 13. Planning & Preparedness 1 Routine v. Novel • Don’t get fancy at first – How will the team “activate” and share that they are actively managing a situation? – How will they provide updates? – What decisions will be escalated to executives? • Then get fancy – What could disrupt our business? – Prioritize these risks with executives – Plan for those key risks • REMEMBER: You cannot plan for everything • Having a decision making framework is more important than having a plan for every single possibility
  14. 14. Private Sector Incident Management Framework 1 Situational Awareness Executive Incident Team (Elected Leaders / Senior Leader) Cross-Functional Incident Team (Mission Essential Leaders) Incident Management Team Strategic Decision Making Day to day operations Recommendations to Executives Horizontal Communication Subject matter experts Situational awareness upstream Full-time / volunteer
  15. 15. 19 Case Study: Earthquake & Tsunami – Sendai, Japan (2011)
  16. 16. Incident Management Framework Situational Awareness Routine Incident HOLY S$@! What just happened?! Protocols & Processes Incident Specific Plans Preparedness Steps Situational Awareness Collaborative cross- functional discussion Strategic view Framework for collaborative decision making & communication Acting in Time Against Disaster: A Comprehensive Risk Management Framework Dr. Herman “Dutch” Leonard & Dr. Arnold Howitt, Harvard University
  17. 17. Crisis Leadership Situational Awareness • What’s happening? • What do we know about it? • What impact is it having on our organization? • What don’t we know what we need to know?
  18. 18. How to overcome objections The Challenge of the Business Case • Tie your strategy to support of your organization’s strategic objectives • Work to develop metrics that show that worth • Take the time to develop a narrative and use it relentlessly • Bring in an outside expert to help drive your story • Expose your senior leaders to their peers at other companies
  19. 19. Crisis Management as a Competitive Advantage 23 Source: 2012 Hurricane Sandy RILA Survey 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 10/29 10/30 10/31 11/1 11/2 11/3 Target (195) Sears/K-Mart (236) Macy's (200) Walmart (294) Best Buy (125)
  20. 20. Practical Advice The Simple Things • Work / Organization – Clear roles & responsibilities – Establish decision making rights – How will you communicate? – Situational Awareness • Personal – Be Informed – Make a Plan – Build a Kit – Visit ready.gov for more practical advice
  21. 21. I-35W Bridge Collapse – Minneapolis, Minnesota
  22. 22. Pentagon Fire – September 11th, 2001
  23. 23. Deepwater Horizon, Joint Information Center
  24. 24. VADM Thad Allen, USCG, Hurricane Katrina
  25. 25. 29 Bryan Strawser Bryghtpath LLC Bryan.Strawser@bryghtpath.com +1-612-235-6435 http://bryghtpath.com
  26. 26. 30 Issue: Feb 2013 MMCAFRICA- EMS Auditor / Lead Auditor Training Course ? QUESTIONS THANK YOU +1-612-235-6435 bryan.strawser@bryghtpath.com www.bryghtpath.com linkedin.com/in/bryanstrawser twitter.com/bryanstrawser

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