The document discusses crisis management and the role of a spokesperson. It outlines the key responsibilities of a spokesperson, which include persuading employees, directors, and clients during a crisis situation. The spokesperson must explain the scenario, efforts of the company, and retain relationships. They must present information to different parties, address concerns, and gather feedback. When facing media attacks, the spokesperson should maintain sincerity, credibility, and a caring attitude. They must be prepared to provide proof and counter opposing claims. Overall, the spokesperson represents the company and guides it through a crisis while keeping all stakeholders informed and comforted.

1. S U B M I T T E D B Y V E E N N E E S H A K YA
CRISIS MANAGEMENT

2. CONTENT
• Concept of Crisis Management
• Real-Life Crisis I have faced
• Role of a Spokesperson
• Me as a Spokesperson
• Persuading the Employees
• Persuading the Directors
• Persuading the Clients
• Media Counterattack
• Media Attack Agendas
• Conclusion
• References

3. CRISIS MANAGEMENT
Starting
Point
Goal
Tackling the
problem
Avoiding the
problem

4. CRISIS MANAGEMENT
The fundamental human problem is that
people are afraid to change and this crisis is
an abnormal situation and it’s hard for
people to accept this change.
~Rei Kawokubo

5. REAL LIFE CRISIS (CORRUPTION)

6. SPOKESPERSON ROLE
The spokesperson has great significance for the corporate
image, public confidence, and employee morale and
company survival.
(Smith, 2014)

7. MY ROLE AS A SPOKESPERSON
• Persuading Clients
• Explaining the whole scenario
• Explaining the effort of our company
• Retaining the relationship with client
• Feedback from Clients
• Persuading Directors
• Presenting the Scenario
• Explaining about the monetary loss
• Explaining about persuading Clients and Employees
• Feedback from Directors
• Persuading Employees
• Explaining the scope of work
• Value of their effort
• Assurance of Future benefits
• Feedback from employees

8. MY ROLE AS A SPOKESPERSON
• To keep everyone in comfort zone by satisfying
everyone’s need, if not with the project then with the
motivation and persuasion.
• To not to give any opportunity to any party to bring
negative impact on our company or our clients, it’s our
duty to keep the relation smooth with the client.
• Transmitting information about the organization and its
goal to the general people. (Mintzberg, 1973)
• Not panicking for any criticism media person would
blame and answer the questions in calm manner with the
caring attitude

9. MEDIA COUNTERATTACK

10. MEDIA COUNTERATTACK
According to (Smith, 2014), maintaining sincerity, credibility and a caring attitude
is the best way to go far to dispelling even the most unfavorable company news
and easing the tension even with the most hostile media representative.
• I will tell the truth
• Show them the proof of my claims and opinion
• Prepare myself
• Get suggestions from best alternatives
• Build the confidence
• Support from related place

11. MEDIA COUNTERATTACK

12. MEDIA ATTACK AGENDAS
•Claiming Ineligible
•Existing Projects of our client
•Preparation mistakes done by our
company
•Blaming from counterparty
•Worst Case Scenario of media

13. CONCLUSION
There are golden rules of the crisis by (Hemus, 2010). He says
that we must show empathy to the people affected by the situation.
While facing such media counterattack we must stick into our pace.
We must be prepared for the worst case scenarios. We must
understand the thrust of discussion. When there arises the
contradicting questionnaires and blaming it become difficult to control
our temper but this is what we need to do while presenting our self
because we are not there as us, we are there as a whole company so
we must understand how important our role is while being a
spokesperson for some company. We must get all inputs and we must
specially recognize it when it’s too sensitive issues like corruptions
and so on. We must maintain our temper and avoid being defensive.

14. REFERENCES
Clawson, S. K. (2010). Crisis Communication Plan: A PR
Blue Print. NewsPlace.org.
Hemus, J. (2010). Golden rules for the crisis
spokesperson. United Kingdom, UK: Portal Publishing Ltd.
Mintzberg, H. (1973). The nature of managerial work. New
York: Harper & Row.
Smith, A. H. (2014). Management Communication. Delhi:
John Wiley & Sons.

15. THANK YOU
SPECIAL THANKS TO PROFESSOR UMES
SHRESTHA