Try to nurture the crisis, instead of fighting against it and always be systematic in your approach. As we know the most vital trait of a crisis manager is the ability to be calm in difficult situations. When you do not fear crisis and choose to rather treat it as a friend, you may find that the crisis itself can actually assist you finding the resolution. By not fighting it you can adopt a less rushed approach and exercise more control. You can take time to focus on your creative problem solving skills and action
The success of communication in crisis situations depends on three key factors: the presence of the communication plan, part of the general plan for crisis management; formation of a special team - crisis center to deal with the crisis; use of one person to act as keynote speaker during the entire crisis. The communication plan should provide targeted action as to external audiences about the company and to the internal - employees, workers, management and others. Crisis center. Planned communication activities should be guided by a specially created Crisis team. Often the crisis center is seen as a miraculous means of resolving critical situations.
A company should have a crisis manager, and a crisis manager have a responsibility to settle this crisis. Crisis managers should consider this case when selecting the crisis response strategies to protect an organization’s reputation. Reputation is very important to a company. SCCT is premiss on matching the crisis response to the level of crisis responsibility attributed to a crisis. SCCT is to match crisis situations to crisis response strategies and limitations.
Literature Review Crisis management Crisis management is critical and crucial function of an organization. The failure in crisis management may results in harms to the stakeholders, damage of the reputation, and loses the organization in the end (Commbs, 2007). Crisis can be defined as a threaten to the organization and it will have a negative effect or negative consequences if the organization cannot handle the crisis properly. Dilenschneider (2000) address in The Corporate Communications Bible, all crises are threats of the organization's reputation. According to Commbs (2007), all crises create three threats: 1, public safety, 2, financial loss, and 3, reputation loss.
When interacting with clients, employees must show empathy, compassion and support. In regards to skills and qualifications, employees must be able to deal with the pressure and issues that may arise when it comes to a national catastrophic event. At times, it will be stressful, but, the employees must know how to take control of the situation and not show any signs of fear and stress to the public. The reason for this is because, individuals will be stressed out, scared, and shaken up from the catastrophic event. Employees must remain calm at all times no matter how bad the situation may be.
Learn as much as possible from the previous crisis in advance In case of the issue with the customer who find the product which is not up to the specification of that product .The company should have the information about the customer in their database, the history of the customer Which will help the respondent to construct the response the CRM can help the organization to develop the context of the response. Point out the players involved in crisis Identification of the players in industrial accidents crisis like ‘defective product’ is important. If it makes sure that the company knows the problem creators and the take the corrective action will reduce the likely consequences and outcomes and they will value the company involvement in crisis. Share positive as well as negative feedback As established collaborative team allows the agencies to coordinate their responses and activities crises planner should assesses the validation sources and their feedback, the feedback not only include the negative expression but also consist of positive information. From team to the call center to the general public the response should be consistent in the form of message in a
This area deals with customer and customer service and to build to deliver information in a timely and accurate fashion (Haddow, et al, 2014). This area explains in order to have good communication, one needs to know their customer base and how to relay any information that could be vital to these people in the affected area of the emergency. This part shows that when you deliver info quickly and accurately and have great communication skills, more can get done and have and there can be less confusion for everyone. Also if they can relay the path of the storm or how strong it is in a timely manner, such as every day, people can be warned ahead of time of the danger that is coming to them. An example of this could be before a hurricane strikes Florida, there could be a news broadcast of where to seek help if you were hurt after the storm has passed, or where you can pick up supplies like water and canned food.
The criticality of sound strategic management in the wake of a global financial crisis and its effect should not be taken lightly by public administrations. In the previous unit-2 assignment submitted, three key solutions were identified for overcoming the monetary crisis, which are (a) Fiscal measures, such
Know that this crisis will inevitably expire and you will remain. We’ve looked intensively at how to become a good crisis manager and learnt coping techniques and strategies but can we actually prevent crisis from occurring? The answer is no,