Lets look at what not to do and then the six steps for handling a crisis ive used these over the years managing affiliate programs of 9000 people leading teams of less than 10 people and running organizations ranging from start ups to political campaigns. 5 steps to handling a crisis like a boss ive read countless textbooks about crisis management but im usually left disappointed at the lack of common sense heres what you need to know. Own the problem and be upfront if you have made a mistake develop and maintain a unified position and supporting messages and keep the messages simple clear and consistent be sincere when making apologies empathy goes a long way in crisis management. Other team members are typically the heads of your major organizational divisions as any situation that rises to the level of being a crisis will affect your entire organization and sometimes the team also needs to include those with special knowledge related to the current crisis eg subject specific experts. If you examine your language your assumptions about the people youre trying to reach and your assumptions about how and where they can be reached youre probably well on your way to solving the problem checking with members of the group youre aiming at about whats likely to work and then using it seems obvious but if it hasnt been done beforehand its worth mentioning
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