3. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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What is a crisis?
●
A disruptive and unexpected event that
threatens to harm the organization or its
stakeholders
WikiPedia
5. Crisis Management Basics
Mohammad Tawfik
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Elements of Crisis
●
A threat to the organization/stakeholders
6. Crisis Management Basics
Mohammad Tawfik
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Elements of Crisis
●
The element of surprise
7. Crisis Management Basics
Mohammad Tawfik
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Elements of Crisis
●
A short decision time
8. Crisis Management Basics
Mohammad Tawfik
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Elements of Crisis
●
The old system can no longer be maintained
9. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Elements of Crisis
●
A threat to the organization/stakeholders
●
The element of surprise
●
A short decision time
●
We may add to that: "crisis is a process of transformation
where the old system can no longer be maintained"
10. Crisis Management Basics
Mohammad Tawfik
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Risk vs. Crisis ManagementRisk vs. Crisis Management
11. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Risk vs. Crisis Management
●
Risk management involves assessing
potential threats and finding the best ways to
avoid those threats
●
Crisis management involves dealingdealing with
threats before, during, and after they have
occurred.
12. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Risk vs. Crisis Management
●
We may claim that Risk Management is one of
the stages of Crisis Management!
13. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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What are the threats yourWhat are the threats your
organization may face?organization may face?
14. Crisis Management Basics
Mohammad Tawfik
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Write down as many as you can in
ONEONE minute!
18. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Write down as many things as you think of in 45
seconds
19. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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ArrangeArrange the steps you wrote in a step by step
planplan!
20. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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What happens toWhat happens to youyou
in the case of crisis?in the case of crisis?
21. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Your Brain at
Work
By: David Rock
You may want to check the lecture titled:
Understand your Brain
22. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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The PrefrontalThe Prefrontal
CortexCortex
24. Crisis Management Basics
Mohammad Tawfik
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Your Prefrontal Cortex needs a
LOTLOT of glucose
25. Crisis Management Basics
Mohammad Tawfik
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When under stress (or facing a crisis) your
prefrontal cortex sits on the sideprefrontal cortex sits on the side while your limbiclimbic
system kicks insystem kicks in!
27. Crisis Management Basics
Mohammad Tawfik
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The Limbic system is responsible for
“Fight or Flight” responses
29. Crisis Management Basics
Mohammad Tawfik
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My story with the dog!
An example of how bad the limbic system can
guide us
30. Crisis Management Basics
Mohammad Tawfik
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In modern-day conditions, neither fight nor flight
is usually useful!
32. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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What is crisisWhat is crisis
management?management?
33. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Basic Definition
●
The ability of employees, managers, or
individuals in any type of atmosphere, scenario,
or work environment to deal with an
emergency or crisis.
Universal Class, Inc
41. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Crisis ...
●
While painters are working on the fifth floor, where
the kitchen and cafeteria are, fire started.
●
We are on the seventh floor!
●
Is this a crisis?
42. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Identify ...
●
What are possible causes?
●
How probable?
●
What may be the immediate results?
●
How serious is that?
43. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Preparation/Mitigation
●
How can you eliminate/reduce the possibility of
(some or all) the causes?
●
How should you prepare for (some or all) the
possible immediate results?
44. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Planning ...
WHEN the fire breaks out …
●
Who should be in charge?
●
Who should provide help?
●
What should they do?
●
What would they need?
●
What should everyone else do?
45. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Planning ...
●
What may prevent that plan from working?
●
What should be done now for it to work?
●
What should be done when it does not work?
47. Crisis Management Basics
Mohammad Tawfik
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Planning is useful forPlanning is useful for
the sake of planning!the sake of planning!
48. Crisis Management Basics
Mohammad Tawfik
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The TEAMTEAM that will
actact should be the
team that plansplans!
49. Crisis Management Basics
Mohammad Tawfik
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Recovering ...
●
After the fire is over …
– ... the building was seriously damaged
– ... three fatalities
– … thirteen burning injuries
– … twenty eight smoke inhalation injuries
●
What should be done?
50. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Recovering ...
●
What should be done to the injured?
●
What should be done to the families of the killed?
●
… families of the injured?
●
What should be said to the media?
●
Who should do that?
●
How to get back to business?
●
What else do we need to plan for?
60. Crisis Management Basics
Mohammad Tawfik
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Crisis Management Team
●
Should be …
– Ready
– Willing
– Able
63. Crisis Management Basics
Mohammad Tawfik
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Ready
●
Planning and deliberating
– On a regular basis
– Examining different scenarios
– Documenting plans and requirements
– Communicating with top management
– Communicating with everyone
65. Crisis Management Basics
Mohammad Tawfik
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Ready
●
Clear roles and responsibilities
– When it happens …
– Who should do what?
– Who should communicate with whom?
– Who should keep passive?
67. Crisis Management Basics
Mohammad Tawfik
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Ready
●
Clear lines of authority
– Under such conditions …
– Who should take the decision?
– Who has the final word?
– Whom should we ask about what to do?
69. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Ready
●
Clear chain of command
– Since the plan never works …
– Who is the commander in chief?
73. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Crisis ...
●
We are in this building, while the workers of the nearby factory
started rioting!
●
Streets are blocked, cars are being vandalized
●
You have 100’s of employees, many are parents and many have
cars.
●
You may become trapped for hours, maybe even overnight!
●
Is this a crisis?!Is this a crisis?!
74. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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If so, form a team with your colleagues and ...
75. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Identify ...
●
What are possible causes?
●
How probable?
●
What may be the immediate results?
●
How serious is that?
●
Are there any symptoms that could give you
heads-up?
76. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Preparation/Mitigation
●
How would you prepare for such a condition?
●
What resources do you need?
●
What can you do to prevent that from
happening?
77. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Planning …
When this happens …
●
How would you know what is going on?
●
How would you secure the safety of the employees?
●
How would you secure the assets of the company?
●
How would you calm the parents and car owners?
●
Whom should you contact?
78. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Planning ...
●
What may prevent the plan from being
implemented?
●
What do you need to do now for the plan to
work then?
79. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Recovering ...
When the streets become safe enough …
●
How are you going to make sure they are?
●
How are you going to ensure the safety of the
employees leaving the building?
●
What do you need to know about the company assets?
●
How will you decide on resuming work?
83. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Willing
●
To spend the time and energy
– Planning and practising is not easy
– The mental exercise of searching for sources of
trouble is exhaustive
– During the crisis you will need to spend extreme
levels of effort
85. Crisis Management Basics
Mohammad Tawfik
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Willing
●
To face dangers
– While everyone is running away, you will not!
– In life threatening conditions, you might be the most
exposed
– While people are in panic, they do not act rationally
87. Crisis Management Basics
Mohammad Tawfik
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Willing
●
To be decisive with others
– Claiming authority according to plan
– Issuing orders clearly and decisively
– Use of physical force when needed!
88. Crisis Management Basics
Mohammad Tawfik
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Willing
●
To be blamed when things go wrong
89. Crisis Management Basics
Mohammad Tawfik
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Willing
●
To be blamed when things go wrong
– Things always go wrong! (No way everyone is
happy with the outcomes)
– People are quick to cast blame and point fingers
– Since no plan survives action, you will not work
according to plan! (Set prioritized set of goals)
92. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Able
●
Emotionally stable
– Control emotions
– Work under pressure
– Do not panic!
94. Crisis Management Basics
Mohammad Tawfik
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Able
●
Open to ideas
– During planning, no idea is bad!
– No scenario is improbable
– During action new ideas may be the key for survival
– Everyone will be shouting “do this and do that” …
listen, and say “thank you!”
96. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Able
●
Agreeable personality
– During planning you will be dealing with all types of
people
– Your primary goal of joining the team is to help
others!
– During action, you will give up time, energy,
comfort, and maybe life to help others!
97. Crisis Management Basics
Mohammad Tawfik
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Able
●
Conscientiousness is needed during the
planning NOT during the application!
98. Crisis Management Basics
Mohammad Tawfik
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Able
●
Conscientiousness is needed during the
planning NOT during the application!
– Planning needs a lot of details
– Planning needs exploring a lot of possibilities
– Action does not need a lot of thinking!!!
100. Crisis Management Basics
Mohammad Tawfik
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Able
●
Physically able
– Can you bear the efforts of practising?
– Can you bear the efforts of helping others?
– Maybe you can help injured, but can not deal with
smoke!
104. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Able
●
Have the authority
– Delegated from CEO or board
– … to spend money
– … to use the time of people
– … to interrupt work for drills
– … to claim authority during crisis
106. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Crisis ...
●
This is a private organization. The CEO just died in a car crash!
●
Meanwhile, the CEO was negotiating a major project with a
client.
●
If the project did not go through, the company will be forced to
declare bankruptcy regardless of CEO death!
●
Is this a crisis?!Is this a crisis?!
107. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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If so, form a team with your colleagues and ...
108. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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What now?
●
Not much can be done for prevention.
●
Prepare ...
●
Plan …
●
Recover ...
109. Crisis Management Basics
Mohammad Tawfik
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Common CrisisCommon Crisis
Management PlanManagement Plan
WeaknessesWeaknesses
110. Crisis Management Basics
Mohammad Tawfik
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Failure to adequately collect information or data
and to plan around it.
111. Crisis Management Basics
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Failure to establish a command hierarchy or
structure
112. Crisis Management Basics
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Inability to clearly designate team or
organizational responsibilities
113. Crisis Management Basics
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Inability to effectively communicate with outside
community members
114. Crisis Management Basics
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Failure to consistently update and practice
contingency plans
115. Crisis Management Basics
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Failure to make crisis information easily
understandable, accessible, and implementable
117. Crisis Management Basics
Mohammad Tawfik
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In Conclusion
●
During crisis, it is not a democracy!
●
Start with imagining bad scenarios
●
Do what is feasible to prevent them
●
Plan what to do when they happen, then plan, and
plan more!
●
Prioritize outcomes … Plans never work!
118. Crisis Management Basics
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Mohammad Tawfik
Mohammad.tawfik@gmail.com
http://AcademyOfKnowledge.org
120. Crisis Management Basics
Mohammad Tawfik
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Bibliography
●
WikiPedia, “Crisis Management”,
https://en.wikipedia.org/wiki/Crisis_management
●
Seeger, M. W.; Sellnow, T. L.; Ulmer, R. R. (1998).
"Communication, organization and crisis". Communication
Yearbook. 21: 231–275.
●
Venette, S. J. (2003). Risk communication in a High Reliability
Organization: APHIS PPQ's inclusion of risk in decision making.
Ann Arbor, MI: UMI Proquest Information and Learning.
121. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
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Bibliography
●
David Rock, Your Brain at Work
●
Michael Regester, Judy Larkin, Risk Issues and
Crisis Management: A Casebook of Best
Practice (PR in Practice)
●
Sally J. Ray, Strategic Communication in Crisis
Management: Lessons from the Airline Industry
122. Crisis Management Basics
Mohammad Tawfik
#AcademyOfKnowledge
http://AcademyOfKnowledge.org
Bibliography
●
Edward S. Devlin, Crisis Management Planning and
Execution
●
Peter F Anthonissen, Crisis Communication:
Practical PR Strategies for Reputation Management
and Company Survival
●
Dawn R. Gilpin, Priscilla J. Murphy, Crisis
Management in a Complex World