Download VTU (Visvesvaraya Technological University) MBA 4th Semester (Fourth Semester) 16MBAHR401-Public Relations PR Module 7 Important Lecture Notes (MBA Study Material Notes)
We rely on ads to keep our content free. Please consider disabling your ad blocker or whitelisting our site. Thank you for your support!
MODULE 7
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FUNDAMENTAL?GUIDELINE?
FOR?CRISIS?MANAGEMENT
1.Do?an?objective?assessment?of?the?cause(s)?of?the?crisis.
?
2.Determine?whether?the?cause(s)?will?have?a?long?term?effect?
or?whether?it?will?be?a?short?-?term?phenomena.
?
3.Project?the?most?likely?course?of?events.
?
4.Focus?all?the?most?capable?people?(including?yourself)?on?
activities?that?will?mitigate?or?eliminate?the?problem.
?
5.Look?for?opportunities?-?there?could?be?a?"silver?lining".
?
6.Immediately?act?to?guard?cash?flow.
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FUNDAMENTAL?GUIDELINE?
FOR?CRISIS?MANAGEMENT
1.Do?an?objective?assessment?of?the?cause(s)?of?the?crisis.
?
2.Determine?whether?the?cause(s)?will?have?a?long?term?effect?
or?whether?it?will?be?a?short?-?term?phenomena.
?
3.Project?the?most?likely?course?of?events.
?
4.Focus?all?the?most?capable?people?(including?yourself)?on?
activities?that?will?mitigate?or?eliminate?the?problem.
?
5.Look?for?opportunities?-?there?could?be?a?"silver?lining".
?
6.Immediately?act?to?guard?cash?flow.
ADVANTAGES OF CRISIS
MANAGEMENT
l Helps to prepare for threat
l Take action immediately
l Enjoy competitive advantage
l Enhances reputation
l Reduces damage
l Financial loss
l Minimises panic
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FUNDAMENTAL?GUIDELINE?
FOR?CRISIS?MANAGEMENT
1.Do?an?objective?assessment?of?the?cause(s)?of?the?crisis.
?
2.Determine?whether?the?cause(s)?will?have?a?long?term?effect?
or?whether?it?will?be?a?short?-?term?phenomena.
?
3.Project?the?most?likely?course?of?events.
?
4.Focus?all?the?most?capable?people?(including?yourself)?on?
activities?that?will?mitigate?or?eliminate?the?problem.
?
5.Look?for?opportunities?-?there?could?be?a?"silver?lining".
?
6.Immediately?act?to?guard?cash?flow.
ADVANTAGES OF CRISIS
MANAGEMENT
l Helps to prepare for threat
l Take action immediately
l Enjoy competitive advantage
l Enhances reputation
l Reduces damage
l Financial loss
l Minimises panic
DISADVANTAGES OF CRISIS
MANAGEMENT
l Monetary cost
l Can distract organisation from core
activities, targets and goals.
FirstRanker.com - FirstRanker's Choice
CRISIS MANAGEMENT
MODULE 7
Loss of
Control
MANAGING IN A
Warning signs that appear with crisis:
Insufficient
Information
Close Outside
Scrutiny
Siege
Mentality
MEANING : CRISIS
l A crisis may be defined as ? any
situation that is threatening or could
threaten to harm people or property,
seriously interrupt business, damage
reputation or negatively impact share
value?.
MEANING : CRISIS
MANAGEMENT
l Crisis Management is the process by
which an organization deals with the
major event that threatens to harm
the organization, its stakeholders, or
the general public.
TYPES OF CRISIS
l Acts of god
l Mechanical problem
l Human errors
l Management decisions
TYPES OF CRISIS
1. Natural Disaster : Tsunami
2.Technological crises : software failures
3.Confrontation : bycott of nike
4.Organizational Misdeeds : misconduct
5.Workplace Violence : strikes
6.Rumours : P & G logo controversy
7.Terrorist attacks/man-made disasters
CAUSES FOR PR CRISIS
l Exterior of organization
l Interior of the organization
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
FAVOURABLE
1%
IMMEDIATELY
FAVOURABLE
45%
LEARNING
UNFAVOURABLEUN
8%
OPINION
LEADERS
HOW PEOPLE TYPICALLY
REACT TO THE ISSUES
?
2.Have?opinion?won?t?do?anything?about?it(Leaning?Favorable)
?
?
3.Willing?to?discuss,?open?
minded?will?drive?decision(Opinion?Leaders)
?
4.Have?opinion?won?t?do?anything?about?it(Leaning?Unfavorable)
?
5.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?UnFavorable)
1.Zealots,?minds?made?up?as?soon?as?they?hear?of?the?
issue(Immediately?Favorable)
OBJECTIVE OF CRISIS MGT
l Identify the root cause
l Managing the information flow
l Understanding the adversary
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
l OBJECTIVES OF COMMUNICATION
l 1) Information
l 2) Advice
l 3) Order
l 4) Suggestion
l 5) Persuasion
l 6) Education
l 7) Warning
l 8) Raising moral
l 9) Motivation
ROLE OF COMMUNICATION IN
CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FUNDAMENTAL?GUIDELINE?
FOR?CRISIS?MANAGEMENT
1.Do?an?objective?assessment?of?the?cause(s)?of?the?crisis.
?
2.Determine?whether?the?cause(s)?will?have?a?long?term?effect?
or?whether?it?will?be?a?short?-?term?phenomena.
?
3.Project?the?most?likely?course?of?events.
?
4.Focus?all?the?most?capable?people?(including?yourself)?on?
activities?that?will?mitigate?or?eliminate?the?problem.
?
5.Look?for?opportunities?-?there?could?be?a?"silver?lining".
?
6.Immediately?act?to?guard?cash?flow.
ADVANTAGES OF CRISIS
MANAGEMENT
l Helps to prepare for threat
l Take action immediately
l Enjoy competitive advantage
l Enhances reputation
l Reduces damage
l Financial loss
l Minimises panic
DISADVANTAGES OF CRISIS
MANAGEMENT
l Monetary cost
l Can distract organisation from core
activities, targets and goals.
THANK YOU
FirstRanker.com - FirstRanker's Choice
This post was last modified on 18 February 2020