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CORPORATE COMMUNICATION
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à IDE 1 ± Crisis management]
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ecture 6
Crisis management and the role of communications
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à IDE 2 ± Key ideas]
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Key ideas
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à IDE 3 ± What is a crisis?]
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Introduction
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à IDE 4 ± Characteristics]
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Characteristics of a crisis
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à IDE 5 ± Escalation]
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Escalation
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|| |  | , issues that are not well managed can often
escalate into a crisis | | | | | ||| || |
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||crisis  ||  | ||||||  |
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à IDE 6 ± Types of crisis]
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Types of crises
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y|  | || external or environmental ones | || |
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y|  | || human or operational ones.|
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à IDE 7 ± Examples]
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y| Contamination || | ||
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y| Extortion|||  | | |  |
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y| Product fault ||<  | | "|  | 
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y| Issues |3| | |
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y| Catastrophic events || | |:|= 8| | |  ||  |  |
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y| Natural disaster || || |


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y| üatalities |||  || ||| |  |
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y| Terrorism 6| ||
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y| Infrastructure failure |||  |*  
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y| èetting caught / lying ||
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à IDE 8 ± erbinger¶s eight categories]
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erbinger¶s eight categories
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&| Natural * +|
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'| Technological *|  | |+|
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)| Confrontation|*|
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,| Malevolence |* | +|
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-| ewed management values |*%+|
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1| Deception |*B|6|0C+|
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2| Management misconduct |*:+|
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4| Business and economic *  | +||| | |
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|||||||||||||||||||||||||||||||||||||| *à   

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à IDE 9 ± One of the best«]
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One of the best examples of crisis management-
Johnson & Johnson
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à IDE 10 ± One of the worst«]
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One of the worst examples of crisis management - the
Exxon Valdez
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à IDE 11 ± Bird picture]
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< | |||| ||  ||  || |  |
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| | | |  | | | the local community | with
activist environme ntal groups| ||| ||| 
|| with the media itself || 
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à IDE 12 ± Consequences]
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Consequences
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| |corporate irresponsibility |
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However, they lost more than just money || |  | ||
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à IDE 13 ± essons]

essons to be learned
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ö|  "| | || | |
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they can

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à IDE 14 ± Before the crisis]
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Before the crisis
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|  | |||  | || crisis plan | |||
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They prioritise issues ||draw up the crisis plan, which should be
updated| 
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% | || "|| | || full staeholder database, ||
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à IDE 15 ±When the crisis happens]
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When the crisis happens
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à IDE 16 ± Handling the media]


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Handling the media - visual images
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à IDE 17 ± Managing the media]

Managing the media


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Recognise that they have a job to do | 
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You can say 'I don't now'  | 
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Never say 'no comment' |  | | 
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Mae sure your priorities are right .  | 
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And finally, mae sure you tell the truth, | |  |  || | |
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à IDE 18 ± The 5 Cs model]

The 5 Cs model of effective communication

 | |||||| | | | | 5 Cs model of


communication:

&| Concern ||||0 | | | |


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'| Clarity | ||
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,| Confidence J| ||  |||
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-| Competence |||J| |7| | || |
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à IDE 19 ± What not to do]

What not to do
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à IDE 20 ± Tutorial preparation]


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Reading for tutorial:
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à IDE 21 ± ummary]
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ummary
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à IDE 22 ± un Tzu]

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Conclusion
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References
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More on the Exxon Valdez
 LL  LL0B  LF)  |

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