Basic Concept

of Crisis and
Incident
Management
BY: Irene Mariano
And Rene MaraÑo
 Crisis
Any event that is going (or is
expected) to lead an unstable
and dangerous situation
affecting an individual, group,
community or whole society
 The Nature of Crisis
A person experiencing a crisis may be
lacking:
• Knowledge about how to manage the
situation or cope.
• Ability to focus and utilize her or his
strengths
 The Nature of Crisis
A Crisis often results when we face
a serious stressors:
• Biological (illness, disability, loss of
prior physical functioning).
• Psychological (a sense of loss of
esteem, self worth) important
relationship ending).
• Social (ending of valued
relationships).
• Economic (economic insecurity,
poverty, layoff, etc.
Crisis situations are becoming
increasingly difficult to avoid due to
all of the new means of
communication and the rapid
spread of information via the
Internet. When it comes to
protecting your company or
organization from a crisis situation,
the best defense is a good offense.
By being prepared before a crisis
arises, you will be less likely to see
negative consequences.
Types of Crisis
1.Crisis of Malice
2.Technological Crisis
3.Natural Crisis
4.Crisis of Deception
5.Financial Crisis
 Crisis of Malice
This is when a person or group of people
opposed to your cause or organization use
extreme tactics to tarnish your image or
even attempt to bring down the
organization. These acts could include
tampering with products, equipment, or
software, malicious rumors, or even acts
as severe as terrorism. These are very
touchy crises to deal with, so it is
important to have a team of people
dedicated to mitigating the risk of such an
event.
Technological Crisis
This type of crisis occurs when the
technology you use in your daily
business stops working and starts to
affect your ability to serve your
customers. The internet going down
might not qualify as a crisis, but your
website being hacked would.
Depending on the scale of a
technological crisis, the fallout could
be severe. It is extremely important to
have a plan in place if this happens.
 Natural Crisis
These are natural phenomena such as
storms, hurricanes, floods, earthquakes,
or other acts of nature. Because these
can be large-scale, and a risk to human
life, the best way to prepare for a natural
crisis is to plan. While nothing can be
done to avoid such an act of nature, a
communications plan should be prepared
ahead of time to deal with such things,
especially if you are a leader of an
organization in an at-risk area.
Crisis of Deception
This happens when an executive or
leader conceals or misrepresents
factual information about his or her
organization. This can be a
nightmare depending on the extent
of the deception, but it is important
for the organization to work closely
with its attorneys and
communications consultants to help
manage through a difficult situation.
 Financial Crisis
Financial crises occur in all kinds of
organizations. Financial issues that
affect your reputation could be anything
from severe revenue losses, significant
cost increases, lack of funds and ability
to pay vendors, bankruptcy, or loan
default. All of these issues can give your
company a negative public reputation
and how you manage these crises will
determine whether or not you recover. If
a financial crisis is handled poorly, the
public will lose faith.
 What is Crisis Management?

Crisis Management - is the

expert handling of a crisis or
emergency to reduce or climate
danger or damage, or the like,
especially on the part of the
government.
 Objectives of Crisis
Management
1. Resolve without further incident.
2. Safety of all participants
3. Apprehension of all perpetrators.
4. Accomplish the task within the
framework of current community
standards.
 Theory of Crisis
Management
1. Contain and negotiate.
2. Protect the innocent from harm.
3. Allow passage of time so that the
perpetrators can be reasoned with through
negotiation.
4. Allow the passage of time so that the
response force can avail of the following:

a. Evaluate the situation

b. Gather information
c. Explore alternatives
d. Formulate a plan of action
 Five Must in
Crisis Management
1. Rely on continuous flow of
information from all sources.
2. Press perpetrators to abandon their
position.
3. Receive, analyze and disseminate all
information.
4. Mount controlled probes on the
perpetrators’ position.
5. Prepare for a rapidly escalating
series of events.
 Four Possible Response
During Crisis Management

1. Chemical Agents
2. Selective Firepower
a. Lethal
b. Non-lethal
3. Tactical
a. Silent Entry
b. Assault
4. Contain and Negotiate
Crisis Management
Techniques

1. Locate
2. Isolate
3. Evaluate
4. Evacuate
5. Eliminate
 4P’s Crisis Management
Model (Four Stages)
1.Prediction - This stage
involves foretelling of the
likelihood of crises occurring
either natural or man-made
through the continues
assessment of all possible
threats and threat groups as well
as the analysis of developing or
reported events and incidents.
2.Prevention - This
stage involves the institution
of passive and active security
measures as well as the
remedy or solution of
destabilizing factors and/or
security flaws leading to such
crisis/emergencies..
3.Preparation - Entails
planning, organizing, training,
and stock piling of equipments
and supplies needed for such
crises/ emergencies.

4.Performance - Which is the

actual execution or
implementation of any of
contingency plan when crisis
situation occurs despite the
pro-active measures.
2 General Phases of
Crisis Management

1.PROACTIVE PHASE

2.RE ACTIVE PHASE

 The Proactive
Phase
Designed to predict or prevent
the probability of occurrence of
crisis at the same time prepares
to handle them when they occur.
It encompasses the first 3P’s of
the 4P’s Crisis Management
Model: Prediction, Prevention,
Preparation.
 The Re-Active
Phase
This phase covers the last 4P’s, the
Performance of Crisis Management
Model. The objectives in this stage are:

a.To ensure high probability of success

in neutralizing the perpetrator/s.
b.To minimize, or cushion the adverse
effects of the crisis incident, and
c.To ensure a smooth and speedy
rehabilitation or return to normalcy.
Crisis Management
in Criminology
Program gives more
emphasis on
Hostage Situations
Hostage Incident
Any incident in which people are
being held by another person or
persons against their will, usually
by force coercion, and demands
are being made by the hostage
taker.

Hostages
a person seized or held as security
for the fulfillment of a condition.
Hostage Situation
A Hostage situation is a set of
circumstances wherein a suspected
law violator is holding a person captive
with the use of force and threat of
violence while the police are in close
contact with the suspect and his
captive.
 Negotiator
Act as referee, helping negotiators
resolved their differences.
Qualities:
Must be well versed about the issues in
order to be able to eventually recommend and
effective solution.
The main objective is to reconcile the object
of the negotiator with that of the other party.
A trained PNP personnel or any person
authorized by the Incident/On-scene
Commander to negotiate for and in behalf of
the Police.
 Negotiate
To arrange or settle by conferring or
discussing.

Crisis Negotiation
The use of communication techniques
and strategies to influence a person to
change his/her behavior in
accordance with goals within legal,
ethical and moral constraints.
 Priorities of Hostage
Situations
Preservation of Life
Apprehend hostage taker.
To successfully negotiate; There
must be need to live on the part
of the hostage taker and a
threat of force by the authorities
Immediate Actions
of the Negotiator
Upon Arrival at the
Scene of Incident
1.Containment
2.Establish Contract
3.Time lengthening
4.Telephone Negotiation
Technique
5.Need for face-to-face
conversation
6.Surrender Approach
 Negotiator Objectives
and Tactics
The Primary Objectives of the
Negotiator are:
•Prolong the situation, ensure the
safety of the hostages, keep thins calm.
•Foster the growth of relationships
between negotiator and hostage taker
and between hostage-taker and
hostages.
•Making and not making the deal.
Hostage Taker Demands
towards the Law
Enforcement or the
Negotiator
Demand Typologies

1.Instrumental Demand
2.Expressive Demand
3.Substantive Demands
4.Non-Substantive Demands
 Instrumental
Demand
Characteristics best described
as “Objective”, e.g., Money,
Transportation, Food, Liquor,
drugs.
 Expressive
Demand
Characteristics best described
as “Subjective”., e.g.,
Perpetrator wants to talk to
family member, perpetrator
want to make a statement to the
media regarding delusional
beliefs.
 Substantive
Demand
Occurs when victims are
threatened to obtain concessions
from a third party, the demands
may be instrumental or
expressive.
Non-Substantive
Demand
Are not made , or if they are
trivial and not related to the
reasons the victims are
threatened.
 Five Categories of
Hostage-Takers
1. Persons in Crisis – are people who
takes hostages during the period of
prolonged frustration,
despair and problems.

2. Psychotics – are mentally-ill people

who take hostages during the period of
psychiatric disturbance.
3. Common Criminals – are people
who take hostages for personal, rather
than ideological, reasons.

4. Prisoners – are people who take

hostages because of dissatisfaction
and discontent regarding
their living conditions in prison.

5. Political Terrorists – are

ideologically-inspired individuals or
groups of people who take hostages
because of political and ideological
beliefs.
 Mind Barriers in Dealing
with Hostage-Takers
1. Law enforcers will have to discover
the hostage-taker’s intentions.
2. The demands and needs of the
hostage-taker must be determined.
3. “Negotiations” means to talk.
Stalling and talking may actually
help.
4. In most cases time has been found
to be an ally because of the following
reasons:
a. The more time elapses, the more time the
hostage-taker will have to think about his
predicament.

b. With little persuasion, the hostage-taker

may feel downright uncomfortable.

c. Time reduces anxiety for as long as overt

acts are committed.

d. The hostage-taker can be starved out and

sleep will eventually catch-up on him.

e. The hostages might even take advantage of

such lapses and may attempt to escape on
their own.
Reasons Why Common
Criminals Take Hostages
Criminals have three
common demands:
1. Escape
2. Money
3. Transportation
Reasons Why Prisoners
Take Hostages
1. Taking hostages offers better
bargaining power and a
significant amount of media
coverage.
2. Prison riots generally center
around complaints concerning
prison conditions and demands
for
improvement.
 Reason Why Political
Terrorist Take Hostages
1. Politically-motivated terrorist take
hostages with intent of getting as much
publicity as possible for
their cause.
2. The demands will normally go beyond
the authority of the local police and may
require the
involvement of the national government.
3. The likelihood of hostages being killed
is very high since the terrorists may be
prepared to die as
martyrs.