According to Commbs (2007), all crises create three threats: 1, public safety, 2, financial loss, and 3, reputation loss. Crisis management is a carefully designed process to prevent, prepare and minimize the damage a crisis can do to an organization and its stakeholders. Thus, crisis management can be divided into three phases: pre-crisis, crisis response and post-crisis (Coombs, 2014 pp.26-30). All three phases are important in crisis management, however, as for this study, the focusing point is crisis response stage. Situational Crisis Communication Theory Benson (1988) identified several crisis types and response strategies to correlate to the particular type of crisis.
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.
Crisis Management Shortfalls- A Descent into Chaos Definitions of risk and crisis management typically come from the insurance industry. It is known as the process of threats’ identification to individuals, organizations and nations, and the methods used to deal with these threats. This process, however, cannot be regarded as the responsibility of the insurance business only. Coping with risks is an inevitable aspect of living; and mitigating their impact is everyone’s business, from individuals and social groups to private sector players, lawmakers and, of course, governments. The study of risk and crisis management arose after World War II.
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.
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
A study review of literature has revealed that the development of disaster risk management strategies ought to be undertaken before the event strikes. Moreover, disaster management requires effective community-based strategies which will include programmes and measures to prevent, prepare, mitigate and recover from the impacts of disasters (Ngcamu 2011:
Activating Crisis Management Team The crisis management team may be convened at any time at the discretion of the team coordinator. Any member of the team is independently authorized to begin carrying out the duties of his or her role on the team should the crisis situation prevent the team from convening or communicating effectively with one another. Each member of the team is equipped with cell phones and contact information to expedite immediate communication. Crisis Management Team Initial Activities Once convened, the crisis management team will Immediately consider which other individuals may need to be added to the team to manage the crisis at hand Review details of the crisis Determine further/ongoing crisis management and response activities Identify target
Background of Study There are many descriptions of crisis, and although there is no commonly shared definition, scholars have made diverse attempts to characterize crises events and types. The focus of these selected definitions is on organizational crisis and although they may have conceptual similarities, they are not exactly the same. A crisis, by definition, is an event, revelation, allegation, or set of circumstances which threatens the integrity, reputation, or survival of an individual or organization. It challenges the public’s sense of safety, values, or appropriateness. The actual potential damage to the organization is considerable and the organization cannot, on its own, put an immediate end to it (Sapriel, 2003, p. 348).
Crisis. Something serious or dangerous that really needed immediate attention. That is one of the definition for crisis. Crisis can occur when an individual no longer has the means and capability of getting it under control. Like, the death of a loved one, failing in exams or personal problems.
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