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Dealing with a crisis session 5 ppt
The document provides advice on crisis management and communication. It discusses how crises can threaten reputation and assets if not handled properly. It analyzes three CEOs' responses to crises - Tony Hayward of BP who failed to recognize and respond to the crisis quickly enough, Richard Branson of Virgin Trains who acted quickly and said the right things, and Bill Marriott of JW Marriott who expressed sympathy and explained what was happening. The document outlines the PACE framework for crisis response - Prepare, Alert, Communicate, Evaluate - and provides tips for each step like having communication plans, assigning responsibilities, being transparent, and reviewing procedures after the crisis ends.
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Dealing with a crisis session 5 ppt
- 1. If things gowrong
- 2. “A man whohas committed a mistake and doesn't correct it is committing another mistake” - Confucius Confucius Confucius
- 4. The volcano thatgrounded many airlines - the Eyjafjallajokull eruption in April 2010
- 6. What is acrisis? • Sudden • Disruptive • Threatens reputation, assets • Escalates • Has wide impact
- 7. Types of crises •Sudden- around 30% •Developing slowly - 70%
- 8. How has technology changedthe impact? • Twenty years ago, reputations were affected in the first 24 hours. • Now, reputations are affected in the first five minutes.
- 9. A story ofthree CEOs
- 10.
- 12. CEO Tony Hayward Quote:“Iwant my life back”
- 14. BP’s mistakes • Theyfailed to recognise the crisis early enough • They acted too slowly • They did not react to criticism • They misunderstood how people felt
- 15. Virgin Trains Quote “Ourdriver was a hero”
- 17. CEO Richard Branson Didthe right things
- 19. WhatVirgin did right •Acted quickly • CEO took charge • Said the right things • Followed-up
- 20. J W Marriott Quote“Our deepest sympathies”
- 22. CEO Bill Marriott Expressedhis feelings
- 24. What J WMarriott did right • Acted very quickly • Expressed human feelings • Explained what is happening • Gave reassurance
- 25.
- 26.
- 28. PrepareAlert Communicate Evaluate valuate valuate valuate • You canprepare for any potential crisis • You can set up a communications plan that will work in any situation • Crises lead to panic. Preparation allows you to stay calm
- 30. PrepareAlert Communicate Evaluate valuate valuate valuate • Behaving welltowards your customers at all times will help to save your reputation in a crisis
- 32. PrepareAlert Communicate Evaluate valuate valuate valuate • You needthree plans: • A crisis communication plan • A crisis operation plan • A business recovery plan
- 33. PrepareAlert Communicate Evaluate valuate valuate valuate • Make aplan and set of procedures • Assign responsibilities • Train staff • Prepare dark pages • Prepare media statements • Test the plan
- 35. Prepare AlertCommunicate Evaluate valuate valuate valuate • You shouldbe the first to know that a crisis has occurred • Social media makes everyone an eyewitness reporter
- 36. Prepare AlertCommunicate Evaluate valuate valuate valuate • Monitor themedia • Have emergency communications in place • Alert spokespeople • Open crisis centre
- 38. Prepare Alert CommunicateEvaluate valuate valuate valuate • Focus onthe crisis • Gather accurate information • Communicate as quickly as possible • Never speculate about the cause • Be completely honest
- 39. Prepare Alert CommunicateEvaluate valuate valuate valuate • Implement darkpages • Make a statement • If the news is bad, report it yourself • Respond to media requests • Become the centre of information • Monitor the media for mis-information
- 40. Evaluate valuate valuate valuate • Perform anact of goodwill immediately after the crisis • Declare the crisis over
- 41. Evaluate valuate valuate valuate• Review procedures •Assess reputation • Make changes if necessary • Re-test procedures
- 42.
- 43. Alan Stevens The MediaCoach alan@mediacoach.co.uk Thankyou for listening