Download VTU (Visvesvaraya Technological University) MBA 4th Semester (Fourth Semester) 16MBAHR401-Public Relations PR Module 7 Important Lecture Notes (MBA Study Material Notes)
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.
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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
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This post was last modified on 18 February 2020