Communication in Crisis Situations

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Communication in Crisis Situations:

Communication in Crisis Situations Dr. G C Mohanta, BE, MSc( Engg ), MBA, PhD(Mgt) Professor Al- Qurmoshi Institute of Business Management Hyderabad

Crisis :

Crisis A crisis is an unexpected and detrimental situation or event. Primary objectives : Respond quickly, efficiently, effectively & in a premeditated way Tell it ALL Tell it FAST Tell the TRUTH

Effective Strategies During Crisis :

Effective Strategies During Crisis Maintain connectivity Be readily accessible to the news media Show empathy for the people involved Streamline communication processes Maintain information security Ensure uninterrupted audit trails Support multi-channel communications Remove dependencies on paper-based processes

Communication Plan in Crisis Situations:

Communication Plan in Crisis Situations Preparation and Response To prepare : Detail the Communication Plan in Crisis Situations Respond quickly Take immediate steps to control message Successfully regain public’s trust Insurance policy for the long-term health of the organization

Chief Components of Crisis Communication Plan:

Chief Components of Crisis Communication Plan Crisis Communication Team CEO Head of Public Relations Vice Presidents Managers of key departments Safety or Security Officer Company lawyers

Internal Communication Plan:

Internal Communication Plan Lay down media strategy People remember what they hear first and last Designate an official Technical experts , spokesperson, engineer, financial expert Press releases, Practice media questions, interview scenarios List of potential witnesses Fact sheets and other documents: engineering, insurance information

Action During A Crisis:

Action During A Crisis Ensure safety of all involved Internal statements to all employees Determine when to go public “Tell it all; tell it fast” Send out press release covering who, what, when, where of the crisis Press Conference Media’s job to report latest info available

Action During A Crisis (Contd.):

Action During A Crisis (Contd.) Hand out fact sheets and previous press releases From the victim’s perspective, respond in a way that is sensitive to their needs Never comment or speculate when facts aren’t yet clear Go for Blogging It has several advantages over traditional media Immediate, Near real-time coverage Humanize your organization Public can make comments & ask questions

Action After A Crisis:

Action After A Crisis Compensate victims Act quickly to provide restitution Make a bold commitment to ensure errors will never happen again Go public with self-assessment. Step back and think about your customers. Consider how the crisis may be affecting them and what kind of resolution they’ll expect. Own It. Admit your mistakes right away. Pro-activity is essential. Answer questions before they are asked.

Action After a Crisis (Contd.):

Action After a Crisis (Contd.) Admit the problem. Apologize, apologize, apologize and listen. Give an honest, simple, sincere apology Be prepared to listen and listen well Do the right thing Fix it – fast!

Action After A Crisis (Contd.):

Action After A Crisis (Contd.) Make sure customers know you’re fixing it, how you’re fixing it, and when you’ll show them tangible evidence. Take care of your Brand Move on Once resolved, let it go and move on. It’s crucial to thank and reward loyal customers Rebuild your brand’s image Look for opportunities – locally, regionally, nationally

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