Golden Rules for Crisis Management
Golden Rules for Crisis Management
While every situation is different, there are some golden rules to follow. Here are a few key points but they are by no means a definitive guide.
o Never under estimate the situation. Prepare for the worst and you will handle the situation more effectively.
o Managing directors or their nominees should generally act as the key contact for any crisis.
o The crisis should be managed by a pre-agreed crisis management team. Each member must have clearly defined roles and responsibilities.
o Speed is crucial. Fast, effective communication is critical in a crisis but make sure you have the facts first. Don’t speculate.
o Information should be managed. It should be given to the minimum number of people necessary to handle the incident effectively, and to ensure that information is co-ordinated and consistent.
o Respond to every media enquiry. If you do not respond, then someone else, outside the firm, will provide the journalist with information anyway. The best way to get accurate coverage including the firm's position and point of view is for you to provide the information and comment yourself.
o Only the nominated, fully trained, fully briefed spokespeople should talk to the media.
o All statements must be constantly updated and be brief, informative, accurate and consistent. They should be cleared with your legal advisers.
o Show a human face. Show that you care and are prepared to take responsibility for the situation (and remember taking responsibility is not the same as admitting liability)!
Don’t put crisis management planning in the too-hard basket. You need to work with a public relations professional to ensure you have a workable plan should the need arise.
- John Durning, Durning PR, Public Relations and Media Advisers, (03) 365 2579, email: john@durning.co.nz; www.durning.co.nz
Golden Rules for Crisis Management - To learn more about this author, visit John Durning's Website.
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Golden rules for crisis management
While every situation is different, there are some golden rules to follow. Here are a few key points but they are by no means a definitive guide.
o Never under estimate the situation. Prepare for the worst and you will handle the situation more effectively.
o Managing directors or their nominees should generally act as the key contact for any crisis.
o The crisis should be managed by a pre-agreed crisis management team. Each member must have clearly defined roles and responsibilities.
o Speed is crucial. Fast, effective communication is critical in a crisis but make sure you have the facts first. Don’t speculate.
o Information should be managed. It should be given to the minimum number of people necessary to handle the incident effectively, and to ensure that information is co-ordinated and consistent.
o Respond to every media enquiry. If you do not respond, then someone else, outside the firm, will provide the journalist with information anyway. The best way to get accurate coverage including the firm's position and point of view is for you to provide the information and comment yourself.
o Only the nominated, fully trained, fully briefed spokespeople should talk to the media.
o All statements must be constantly updated and be brief, informative, accurate and consistent. They should be cleared with your legal advisers.
o Show a human face. Show that you care and are prepared to take responsibility for the situation (and remember taking responsibility is not the same as admitting liability)!
Don’t put crisis management planning in the too-hard basket. You need to work with a public relations professional to ensure you have a workable plan should the need arise.
- John Durning, Durning PR, Public Relations and Media Advisers, (03) 365 2579, email: john@durning.co.nz; www.durning.co.nz
Golden Rules for Crisis Management - To learn more about this author, visit John Durning's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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Stephanie RobeyStephanie Robey is President and CoFounder of Pivot Positive, LLC - an Internet marketing business focused on helping people start work at home ventures. Previously, she was employed at The Search Agency with over 20 years experience in graphic design and 10 years experience in online marketing. She was responsible for launching the Conversion Path Optimization (CPO) unit where she and her team have conducted hundreds of optimization tests for online companies across multiple verticals. She is a successful entrepreneur having started and sold 2 companies and remains on the board of directors of the third, PhotoSpin.com Stephanie began her career in the direct marketing realm creating and producing direct mail for many of the major cable television companies and directly attributes her understanding of Internet marketing to those early offline experiences. Stephanie is a graduate of San Diego State University with a BFA in Graphic Arts and also holds an Executive MBA from the Graziadio School of Business and Management at Pepperdine University. Read Steph's Blog Meet Steph and Dave Sign up for our Free 7-Day BootCamp: Self Employed & Rich - Visit Stephanie Robey's Website |
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