Crisis Management

In today's volatile work environment, avoiding disaster is more important than ever. Crisis Management will help managers identify, manage, and prevent potential crises. Full of tips and tools on how to prepare an emergency list and how to utilize pre-crisis resources, this book will show managers how to shepherd their team from crisis to success. This is a guide no manager should be without.

Introduction

xiii

1 Taking Stock of Potential Perils

1

(20)

What Could Go Wrong?

Sources of Potential Crises

2

(10)

Identifying Potential Crises

12

(4)

Prioritizing Potential Crises

16

(4)

Summing Up

20

(1)

2 Avoiding the Avoidable

21

(14)

An Ounce of Prevention .. .

Prepare a Systematic Program of Crisis Avoidance

24

(2)

Heed the Signals of Impending Crisis

26

(2)

Look Before You Leap

28

(2)

Don't Forget About Insurance

30

(2)

Summing Up

32

(3)

3 Contingency Planning

35

(18)

Preparing Today for Tomorrow's Problems

Step 1: Organize a Planning Team

37

(2)

Step 2: Assess the Scope of the Problem

39

(1)

Step 3: Develop a Plan

40

(2)

Step 4: Test the Plan

42

(2)

Step 5: Keep the Plan Up-to-Date

44

(1)

Are You Ready?

45

(4)

How One Company Plans and Prepares for Crises

49

(1)

Summing Up

50

(3)

4 Crisis Recognition

53

(12)

Where There's Smoke, There's Fire

Different Warning Signals

54

(4)

Why Warnings Are Often Unheeded

58

(3)

Solutions

61

(3)

Summing Up

64

(1)

5 Containment

65

(12)

Preventing a Bad Situation from Becoming Worse

Rule 1:Act Quickly and Decisively

67

(1)

Rule 2: Put People First

68

(1)

Rule 3: Be on the Scene

69

(2)

Rule 4: Communicate Liberally

71

(3)

When in Doubt, Let Your Training, Values, and Instincts Guide You

74

(2)

Summing Up

76

(1)

6 Crisis Resolution

77

(16)

The Road to Recovery

Move Quickly

78

(2)

Gather Facts Continually

80

(1)

Communicate Relentlessly

80

(1)

Document Your Actions

81

(1)

Use Project Management Techniques When Appropriate

82

(4)

Bea Leader

86

(4)

Declare the End of the Crisis

90

(1)

Summing Up

91

(2)

7 Mastering the Media

93

(16)

Make It Your Story

Handle the Media with Care

94

(6)

Match the Message and Media to Different Segments

100

(3)

Frequently Asked Questions

103

(4)

Summing Up

107

(2)

8 Learning from Your Experience

109

(10)

Gather Lessons Where You Find Them

Mark the End of the Crisis

111

(1)

Record the Crisis Response

112

(2)

Capture the Lessons Learned

114

(3)

Summing Up

117

(2)

Appendix A: Useful Implementation Tools

119

(4)

Appendix B: How to Write a Press Release

123

(2)

Notes

125

(2)

For Further Reading

127

(4)

Index

131

(6)

About the Subject Adviser

137

(1)

About the Writer

138

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Summary

Table of Contents

Supplemental Materials