CRISIS

MANAGEMENT
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Prepared By:
Mahendra Choudhary
Definition

 Crisis Management is the systematic

attempt to avoid organizational crisis,
or to manage those crises events that
do occur.
Crisis can affect all segment of society.

Crisis

Business
Educational
And Family
institutions
Government
Three common element of crisis :-

 A threat to the organization

 The element of surprises

 A short decision time

Types of Crisis
 Natural disaster
 Industrial accident
 Product or service failure
 Capacity
 Public Relations
 Legal
 Business and management
Stages of crisis management

Three main
Stages

Post crisis
Pre crisis The crisis
Or
Planning itself
Recovery
Implementation:-
Managing The Crisis
 Initial response to a crisis – Phase 1
• What happened?
• Has a cause been identified, e.g.
accidental or intentional?
• Who is affected and what is known
about those affected?
• What response is underway and who
is involved in the response?
 Managing the response – Phase 2

 It has two purpose :

To develop and maintain awareness of the

crisis or emergency situation for critical
decision makers.

To coordinate support and assistance for

crisis and emergency responders.
Crisis management team process – Phase 3

 If there is a critical aspect to the

management of a crisis for both immediate
support of the site or incident scene team and
long-term recovery for the company, it is
communication.

 Your audience may be one or all of

the following:
 Employees and their families
 Customers/Clients
 Contractors/Vendors
 Boards of Directors
 Media
 Onsite Contractors/Vendors
 Government and Regulatory Agencies
 Local law enforcement
 Emergency responders
 Investors/Shareholders
 Insurance Companies
MEDIA
The media is likely to be your first and most persistent
audience. They will react quickly, en masse and
relentlessly. The incident scene should designate a
single primary spokesperson, with back-ups identified,
who will manage/disseminate crisis communications to
the media, responding government agencies, and
others. This individual should be trained in media
relations prior to a crisis. All information should be
funneled through a single source to assure that the
messages being delivered are consistent.
 Communication Plan Should Have :-

 The initial release should be developed and

distributed quickly. Consider using
the internet and intranet. Communications
should be timely and honest.

 Regular, detailed situation update information

sharing is critical. Let the
audience know the timing of the next update
 Responsiveness to regulatory agencies and
government officials is critical.

 Help agencies or officials communicate to media

and public:
~ Set up daily briefings at a designated
location
~ Consider joint news releases or media
interview opportunities
~ Consider community meetings

 Speak directly to the public whenever possible

 Roles Of The Crisis Management Team

1. Establish what has happened.

2. Assess the impact.

3. Resolve any conflicts of interest.

4. Identify and prioritise actions required.

5. Retain control.
 Immediate Aftermath & Recovery – Phase 4

1. The assessment and business recovery

begins as soon as the emergency is
stabilized.

2. Recovered the pre situation.

Benefits of Effective Crisis Management
 Enhanced safety for staff and customers.

 Increase staff awareness of the organization.

 Increase confidence and morale within the

organization.

 Protected and often enhanced reputation.

 Reduced risk of litigation.

THANK YOU