Reference no: EM132763432

Five Steps to Crisis Management

Assume the problem is worse than it appears

1. . Skip the denial and assume that the issue is REAL and that it is SIGNIFICANT. Yes, you may end up overreacting, but far better to expect the worst than to hope it's not that big of a deal and be caught off guard when more details surface.
2. Assume there are no secrets and the news will get out. Covering up the issue only makes it worse. Not only will the story eventually surface - they always do, but you will make yourself complicit for attempting to hide it.
3. Assume your organization will be portrayed in the worst possible light. While this one is often more of a "public media" thing, even within your own organization, it's possible for other teams or divisions to jump onto a bandwagon of condemnation and finger-pointing, especially if these actions deflect any (potential) blame away from them.
4. Assume you will have to make changes to people and processes. Whether the crisis was caused by the illegal/unethical actions of a rogue employee or a "system failure" that can't be attributed to any one person or group, things have to change to prevent the issues from recurring. Further, these changes will have to be announced loudly and publicly to reassure others that you have identified the problem and have taken swift and decisive action.
5. And finally, assume you will survive and get stronger. Yes, it's hard to believe the light of day will ever shine again when you are in the middle of your darkest hours, but this will pass. And when it does, you will be smarter and stronger as a result of the experience.

How would you use these steps going forward in your company and business?