crisis management.pdf

Classification | Confidential  Crisis Management Workshop Facilitated by : Dr. Mahmood Classification | Confidential  Ground rules Classification | Confidential  At the end of this workshop, participants will...

Classification | Confidential  Crisis Management Workshop Facilitated by : Dr. Mahmood Classification | Confidential  Ground rules Classification | Confidential  At the end of this workshop, participants will Learn what is crisis and why manage them Identify the different types of crisis and stages Learn how to communicate during crisis Identify leadership behavior during a Crisis How to use lessons learned from Crisis Classification | Confidential  What is a crisis ? Classification | Confidential  Types of Crises NATURAL OR COMPANY RELATED EVENT TYPICAL TECHNOLOGY BREAKDOWN CRISIS ECONOMIC AND MARKET FORCES Classification | Confidential  Relationship crisis Classification | Confidential  The Crisis flow The Severity Strategy Outcome Lessons Crisis Learned Classification | Confidential  The Crisis Audit Classification | Confidential  IDENTIFY RISKS BRAINSTORM The Crisis Audit COSTS CONTINGENCY PLAN EXPLORE SIDE EFFECTS CRISIS TEAM COMMUNICATION PLAN RESOURCE PLAN Classification | Confidential  Activity 1 Classification | Confidential  What to do during crisis expect rumors notify key people stick to the facts communicate honestly Classification | Confidential  Activity 2- Crisis check Quiz Classification | Confidential  1. The Information Technology department of Sarah's company warns her that there are indications that several employees' accounts (some containing sensitive information) may have been compromised. The IT manager would like to look into the situation further, but her resources are busy working on an important project for Sarah's boss. Unfortunately, Sarah's boss is out of the country for the week. What should Sarah do? a) Sarah should leave a message for her boss's manager about the issue. b) Sarah should ask the IT department to look into the compromised accounts immediately, even if it means delaying other projects for the time being. c) Sarah should instruct the IT professionals to finish her boss's project and then look into the problem. Classification | Confidential  1. The Information Technology department of Sarah's company warns her that there are indications that several employees' accounts (some containing sensitive information) may have been compromised. The IT manager would like to look into the situation further, but her resources are busy working on an important project for Sarah's boss. Unfortunately, Sarah's boss is out of the country for the week. What should Sarah do? a) Sarah should leave a message for her boss's manager about the issue. b) Sarah should ask the IT department to look into the compromised accounts immediately, even if it means delaying other projects for the time being. c) Sarah should instruct the IT professionals to finish her boss's project and then look into the problem. Classification | Confidential  2. Raymond has recently discovered that a subcontractor has embezzled money from his department. He has met with the appropriate legal and financial executives of the company, and they are addressing the situation. Although Raymond has been circumspect, he begins hearing rumors and gossip around the office. What should Raymond do to contain the situation? a) Raymond should speak with his employees and tell them the facts about the situation. b) Raymond should instruct his employees to stop speaking about the situation. c) Raymond should keep silent so as not to further complicate the situation. Classification | Confidential  2. Raymond has recently discovered that a subcontractor has embezzled money from his department. He has met with the appropriate legal and financial executives of the company, and they are addressing the situation. Although Raymond has been circumspect, he begins hearing rumors and gossip around the office. What should Raymond do to contain the situation? a) Raymond should speak with his employees and tell them the facts about the situation. b) Raymond should instruct his employees to stop speaking about the situation. c) Raymond should keep silent so as not to further complicate the situation. Classification | Confidential  3. Fatima's department has recently encountered a major defect with its leading product line. Fatima starts receiving calls from the press almost immediately. What should she do? Fatima should respond to each phone call with a simple "No comment." Fatima should organize a press conference so that she can make sure that all the facts of the situation are known. Fatima should deny any knowledge of the problem until she has a better sense of how to handle the situation. Classification | Confidential  3. Fatima's department has recently encountered a major defect with its leading product line. Fatima starts receiving calls from the press almost immediately. What should she do? Fatima should respond to each phone call with a simple "No comment." Fatima should organize a press conference so that she can make sure that all the facts of the situation are known. Fatima should deny any knowledge of the problem until she has a better sense of how to handle the situation. Classification | Confidential  Activity-3 – Case Study Classification | Confidential Classification | Confidential Classification | Confidential  Quiz Time Classification | Confidential  1. You've just been assigned the task of preventing crises that could cause great harm to your organization. What's the first thing you do? a) Identify the crises that would cause most harm b) Identify the crises that would be most likely c) Form a crisis analysis team Classification | Confidential  1. You've just been assigned the task of preventing crises that could cause great harm to your organization. What's the first thing you do? a) Identify the crises that would cause most harm b) Identify the crises that would be most likely c) Form a crisis analysis team Classification | Confidential  2. A key employee has just informed you that his wife has a terminal illness. After expressing your sympathy and concern, what do you do? a) Find out how long she is expected to live b) Work with him and other employees to create a flexible work plan c) Encourage him to take a leave of absence Classification | Confidential  2. A key employee has just informed you that his wife has a terminal illness. After expressing your sympathy and concern, what do you do? a) Find out how long she is expected to live b) Work with him and other employees to create a flexible work plan c) Encourage him to take a leave of absence Classification | Confidential  3. True or false: When analyzing the potential damage a crisis can cause, the bottom line is the most important factor to consider. True False Classification | Confidential  3. True or false: When analyzing the potential damage a crisis can cause, the bottom line is the most important factor to consider. True False Classification | Confidential  4. What percentage of companies that experience a major data loss survive that crisis? Less than 10% Between 10% and 30% More than 30% Classification | Confidential  4. What percentage of companies that experience a major data loss survive that crisis? Less than 10% Between 10% and 30% More than 30% Classification | Confidential  5. Which type of crisis actually contains the greatest potential for business opportunity? A technological breakdown A market swing A public safety disaster Classification | Confidential  5. Which type of crisis actually contains the greatest potential for business opportunity? A technological breakdown A market swing A public safety disaster Classification | Confidential 6. An internal accountant informs you that your highly paid staff member (with whom you have a friendly relationship) may be embezzling small sums of money. What do you do a) The accountant that the employee makes too much money to steal such small amounts b) Discuss the problem with the employee "off line" as a subtle warning to stop the embezzling in case it happens to be true c) Examine the books closely with the accountant. If something is amiss, call in an independent auditor Classification | Confidential 6. An internal accountant informs you that your highly paid staff member (with whom you have a friendly relationship) may be embezzling small sums of money. What do you do a) The accountant that the employee makes too much money to steal such small amounts b) Discuss the problem with the employee "off line" as a subtle warning to stop the embezzling in case it happens to be true c) Examine the books closely with the accountant. If something is amiss, call in an independent auditor Classification | Confidential  7. Which of the following organizational cultures would likely be most responsive to and effective in handling a crisis? a) A competitive culture where decisions get made and the job gets done no matter what b) A friendly culture based on trust c) A culture where information is closely protected and decisions are made at the top Classification | Confidential  7. Which of the following organizational cultures would likely be most responsive to and effective in handling a crisis? a) A competitive culture where decisions get made and the job gets done no matter what b) A friendly culture based on trust c) A culture where information is closely protected and decisions are made at the top Classification | Confidential  8.A disaster has just struck your company, and you are the designated spokesperson. A press conference will take place in one hour. How are you and your staff preparing to handle it? a) You are writing a carefully worded statement that reveals only what is about to become public knowledge b) You are writing a confident statement that puts the most positive outlook on the problem and solutions c) You are preparing honest answers to the five questions you would least like to be asked. Classification | Confidential  8.A disaster has just struck your company, and you are the designated spokesperson. A press conference will take place in one hour. How are you and your staff preparing to handle it? a) You are writing a carefully worded statement that reveals only what is about to become public knowledge b) You are writing a confident statement that puts the most positive outlook on the problem and solutions c) You are preparing honest answers to the five questions you would least like to be asked. Classification | Confidential  9.You are the project manager on a key product for your company. Early results from user testing are mixed. You must still deliver within your deadline and on budget but you don't know where to begin. What is your first step? a) Set up a flexible production team that can quickly make changes to the product indicated by focus tests b) Step back from the product. Analyze information you are getting in order to see what the problem really is c) Continue with the vision that began the product and go about business as usual, creating an atmosphere of confidence and calm Classification | Confidential  9.You are the project manager on a key product for your company. Early results from user testing are mixed. You must still deliver within your deadline and on budget but you don't know where to begin. What is your first step? a) Set up a flexible production team that can quickly make changes to the product indicated by focus tests b) Step back from the product. Analyze information you are getting in order to see what the problem really is c) Continue with the vision that began the product and go about business as usual, creating an atmosphere of confidence and calm Classification | Confidential  10. A crisis is finally over, and everyone feels both relieved and weary. Though you're tempted to get on with life, you know that you must assess what went wrong in order to prevent it from happening again. Where do you start? a) Get input from everyone involved to create a plan for the future b) Determine who caused the problem and discipline him or her c) Work with one or two key players to create a plan for the future Classification | Confidential  10. A crisis is finally over, and everyone feels both relieved and weary. Though you're tempted to get on with life, you know that you must assess what went wrong in order to prevent it from happening again. Where do you start? a) Get input from everyone involved to create a plan for the future b) Determine who caused the problem and discipline him or her c) Work with one or two key players to create a plan for the future Classification | Confidential  Thank you Classification | Confidential