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    CrisisCrisis ManagementManagement

    presentation bypresentation by

    Sheeraz AkhtarSheeraz AkhtarRoll no 21Roll no 21

    MS.c Criminology 3MS.c Criminology 3rdrd semestersemester

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    Abid HafeezAbid Hafeez

    Shazada MohsionShazada Mohsion

    ImdadImdad--ee--rabirabiMuhammad ImranMuhammad Imran

    M.ZeeshanM.Zeeshan

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    What is a crisis?What is a crisis?

    In general?In general?

    For an organisation?For an organisation?

    For government orFor government or

    bureaucracy?bureaucracy?

    For a privateFor a private

    company?company?

    In healthcare?In healthcare? In drug safetyIn drug safety??

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    Key features of a CrisisKey features of a Crisis

    Low probabilityLow probability

    High impactHigh impact

    Uncertain/ambiguous causes and effectsUncertain/ambiguous causes and effectsDifferential perceptionDifferential perceptionss

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    High level threats:High level threats:

    SafetySafety

    HealthHealth

    EnvironmentEnvironmentNational securityNational security

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    Specific threats to organisation:Specific threats to organisation:

    Operational viabilityOperational viability

    ReputationReputation

    CredibilityCredibilityFinancial stabilityFinancial stability

    LegalLegal actionaction

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    Consequential effects:Consequential effects:

    Uncertainty/ambiguityUncertainty/ambiguity

    Urgency of responseUrgency of response

    Strategic effects of decisionsStrategic effects of decisions

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    Common features of a crisis:Common features of a crisis:

    The situation materialises unexpectedlyThe situation materialises unexpectedly

    Decisions are required urgentlyDecisions are required urgently

    Time is shortTime is short

    Specific threats are identifiedSpecific threats are identified

    Urgent demands for information are receivedUrgent demands for information are received

    There is sense of loss of controlThere is sense of loss of control

    Pressures build over timePressures build over time

    Routine business become increasingly difficultRoutine business become increasingly difficult

    Demands are made to identify someone to blameDemands are made to identify someone to blame Outsiders take an unaccustomed interestOutsiders take an unaccustomed interest

    Reputation suffersReputation suffers

    Communications are increasingly difficult to manageCommunications are increasingly difficult to manage

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    Purpose of crisis management:Purpose of crisis management:

    PreventionPrevention

    SurvivalSurvival

    Successful outcomesSuccessful outcomes

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    Successful outcomes:Successful outcomes:

    Positive balance of success/failurePositive balance of success/failure

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    Three criteria of success:Three criteria of success:

    Has organisational capacity been restored?Has organisational capacity been restored?

    Have losses been minimised?Have losses been minimised?

    Have lessons been learned?Have lessons been learned?

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    Crisis Management ModelCrisis Management Model

    Antecedent

    conditions

    Intrinsic crisis Perceived crisis

    Immature crisis

    response

    Mature crisis

    management

    Review and Feedback

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    Existing conditions:Existing conditions:CrisisCrisis--preparedprepared

    or crisisor crisis--prone?prone?

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    Intrinsic crisis:Intrinsic crisis:

    Total situation as seen by neutral observer with allTotal situation as seen by neutral observer with all

    the factsthe facts

    As seen by all individuals from particular viewpointsAs seen by all individuals from particular viewpoints

    Perceived crisis:Perceived crisis:

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    Crisis Management ModelCrisis Management Model

    Antecedent

    conditions

    Intrinsic crisis Perceived crisis

    Immature crisis

    response

    Mature crisis

    management

    Review and Feedback

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    Immature crisisImmature crisis

    response:response:Instant and irrationalInstant and irrational

    (denial/shock/panic)(denial/shock/panic)

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    Mature crisis management:Mature crisis management:

    Grasp of intrinsic crisisGrasp of intrinsic crisis

    Implementation of plans and proceduresImplementation of plans and procedures

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    Mature crisis management:Mature crisis management:

    Technical intelligenceTechnical intelligence

    Emotional intelligenceEmotional intelligence

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    Review and feedback:Review and feedback:

    Assessing success and failureAssessing success and failure

    Feeding learning into future planningFeeding learning into future planning

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    Management objective:Management objective:

    yy Ad hoc emergency reaction?Ad hoc emergency reaction?

    OROR

    yy Building management capacity to handleBuilding management capacity to handleunforeseen events?unforeseen events?

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    End of Part 1End of Part 1

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    Part 2:Part 2:

    Planning for Crisis

    Planning for CrisisManagementManagement

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    Integration

    of learning

    Crisis

    ManagementImplementation

    Authorisation

    Procedures

    Technical

    Intelligence

    Crisis

    Management

    Planning

    Crisis Management ModelCrisis Management Model

    Antecedentconditions

    Intrinsic crisis Perceived crisis

    Immature crisis

    response

    Mature crisismanagement

    Review and Feedback

    Crisis-prepared

    culture

    Emotional

    Intelligence

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    Gathering intelligence:Gathering intelligence:

    Who?Who?

    What?What?

    When?When?How?How?

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    The first goal of crisisThe first goal of crisismanagement is preventionmanagement is prevention

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    Intelligence:Intelligence:

    Continuous scanningContinuous scanning

    (networks/media/ppub(networks/media/ppub

    lic opinion, etc)lic opinion, etc)

    Outward focusOutward focus

    CollaborationCollaboration

    Positive relationshipsPositive relationships

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    Assess risks

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    Risk assessment is:Risk assessment is:

    IdentificationIdentification

    define and describedefine and describe

    EstimationEstimationlikelihood and consequenceslikelihood and consequences

    EvaluationEvaluation

    acceptability of riskacceptability of risk

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    Risk management is:Risk management is:

    PlanningPlanning

    ResourcingResourcing

    MonitoringMonitoringControllingControlling

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    Crisis Planning:Crisis Planning:

    Assess risksAssess risks

    Produce plansProduce plans

    Define roles and responsibilitiesDefine roles and responsibilities

    Appoint crisis management teamAppoint crisis management teamDraw up communication planDraw up communication plan

    Produce contact and organisation chartProduce contact and organisation chart

    Promote crisisPromote crisis--ready cultureready culturePublish plans and conduct trainingPublish plans and conduct training

    Test, review and practiseTest, review and practise

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    End of Part 2End of Part 2

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    Part 3:Part 3:Crisis CommunicationsCrisis Communications

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    Communication plan:Communication plan:

    Core elements are:Core elements are: Identifying audiences (Who?)Identifying audiences (Who?)

    How communication is to take place (How?)How communication is to take place (How?)

    What messages are to be communicated (What?)What messages are to be communicated (What?)

    The core process is:The core process is:

    Active, twoActive, two--way communicationway communication

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    WhoWho matters and how will they bematters and how will they be

    contacted?contacted? MinistersMinisters

    OfficialsOfficials

    Political partiesPolitical parties

    SponsorsSponsors

    VotersVoters International alliesInternational allies

    TaxTax--payerspayers

    ManufacturersManufacturers

    PoliticiansPoliticians

    Health professionalsHealth professionals PharmacistsPharmacists

    AcademicsAcademics

    PatientsPatients

    ShareholdersShareholders

    StockStock--marketmarket

    RegulatorsRegulators

    Senior executivesSenior executives ExpertsExperts

    EmployeesEmployees

    The publicThe public

    CustomersCustomers

    Consumer and lobby groupsConsumer and lobby groups LawyersLawyers

    The mediaThe media

    ??

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    Message OptionsMessage Options [What?][What?]

    1)1) Full apologyFull apology

    2)2) Corrective actionCorrective action

    3)3) IngratiationIngratiation4)4) JustificationJustification

    5)5) ExcuseExcuse

    6)6) DenialDenial7)7) Attack the attackerAttack the attacker

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    What does the world want to see?What does the world want to see?

    Acceptance of responsibilityAcceptance of responsibility

    Willingness to take positive stepsWillingness to take positive steps

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    Critical activities:Critical activities:

    Initial responseInitial response

    Lines to takeLines to take

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    Initial response:Initial response:

    Tell the truth as it is knownTell the truth as it is known

    Facts beyond questionFacts beyond question

    Actions being takenActions being takenAcknowledgement ofAcknowledgement of

    emotions/psychological needsemotions/psychological needs

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    Lines to take:Lines to take:

    Essential responses plannedEssential responses planned

    Each new authorised response is loggedEach new authorised response is logged

    DatabaseDatabaseBookBook

    WallchartWallchart

    Message boardMessage board

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    Question Is there a specific risk to

    aged patients from the

    medicine in question ?

    Is the medicine

    known by any other

    trade names?

    Source / Date Regional Health Authority

    secretary

    by phone 1/2/02

    Feature editor Daily

    News by phone

    2/2/02

    Line to take Patients over 65 and of

    frail health are considered

    to be high risk

    Action to trace other

    trade marks is

    urgently proceeding

    Source / Date Professor Chang

    letter dated 2/2/02

    Crisis team leader

    document dated

    1/2/02

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    Media demandsMedia demands [How?][How?]

    Accuracy and simplicityAccuracy and simplicity

    Statistics which are explainedStatistics which are explained

    Context of informationContext of informationComments from highest authorityComments from highest authority

    Some controversial elementsSome controversial elements

    Both sides of the issueBoth sides of the issueSpeed, speed and speedSpeed, speed and speed

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    The ideal spokesperson:The ideal spokesperson:

    Polite and patientPolite and patient

    WellWell--informed and authoritativeinformed and authoritative

    Accurate and reliableAccurate and reliableArticulateArticulate

    AvailableAvailable

    TrustworthyTrustworthyEvidently committed to the processEvidently committed to the process

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    and good luck!(though luck has nothing to do with good

    crisis management!)

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