The document discusses the importance of managing perception during a crisis through shared language and transparency. It emphasizes that establishing trust with stakeholders is key, which can be done by (1) ensuring everyone uses the same language to communicate, (2) providing transparent metrics and dashboards, and (3) being prepared, acting with urgency, focusing on known facts, careful communication, and consistency across all channels during a crisis.

1. ProblemManagementFoundation
2. Perception

2. ProblemManagementFoundation
Objectives
• Understanding the underlying “psychology” of Problem
Management

3. ProblemManagementFoundation
Managing perception during a
crisis
• When talking to the business, it is important to use a shared
language in order to ensure the correct interpretation and shared
perception of what the crisis is and how it is being managed.
• The key to getting this right is ensuring that everyone uses the same
language to communicate in order to create trust.

4. ProblemManagementFoundation
Right eye
Stereo
Left eye
Parallax
Depth
Perception
Avoid collisions
Accuracy
Interpretation of trust
• Physiological view-it’s all about the interpretation

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Operations
Processes
(Standards)
Transparency
Metrics
(Dashboards)
Trust
Secure
Available
Cost effective
Efficient and effective
Establishing trust

6. Steve Prentice,
Gartner
How computers look is as important as how
they perform

7. Looking for ugly
• The term looking for the ugly originates
with William McCabe, a veteran of business
aviation companies who said:
• “You’re looking for ugly. You ask your
people to look for ugly. A successful safety
system acknowledges, recognizes and
rewards people for coming forward and
saying, ‘That might be one of your
precursors.’ ”

8. ProblemManagementFoundation
Metrics
Provide all the data, not
just the good stuff!
Transparency
Metrics
(Dashboards)

9. ProblemManagementFoundation
Principles for managing a crisis
• Be prepared.
• Time is of the essence.
• Perception is reality (deal only with the known facts).
• Think before you communicate.
• Choose the right person to convey the message.
• The communication needs to be consistent across all channels.

10. This is NOT
transparency

11. ‘You just have to do the right
thing, because the alternative is
too horrible to consider.’ Richard
Branson

12. ProblemManagementFoundation
Review
Creating and
maintaining TRUST is
important, in a crisis
it is crucial!