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7 critical steps to crisis management

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https://www.inc.com/bruce-condit/7-critical-steps-to-crisis-management.html

inc.com

7 critical steps to crisis management
Daily headlines are filled with companies dealing with crisis. Is your company prepared? Just as BP learned with the gulf oil spill and Malaysian Airlines learned through two disasters, a crisis can strike at any time. However, unlike Fortune 500 firms, smaller companies are often unprepared and usually do not have a crisis plan in place.

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Dealing with a crisis

A crisis can strike any company anytime, anywhere. Advanced planning is the key to survival.
Before a crisis strikes, business owners should think about how a disaster would impact employees...

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Crisis management

  • Have a plan that includes specific actions that will be taken in the event of a crisis.
  • Identify a spokesperson and prepared them to deal with the public and the media.
  • Be h...

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As a leader, when facing a crisis, you have to adopt the best position in order to ensure the efficiency of your action. And, most importantly, this action has to be taken as fast as possible. ...

The “First 15 Minutes” checklist

The “First 15 Minutes” crisis management checklist:

  • focus on the current matter.
  • become the trusted voice in this crisis. Designate a crisis team.
  • monitor in real-time what the media has to say on the topic.
  • get a deeper understanding of the scope of the issue and the vital decisions to be made.
  • prepare an initial 'holding statement' in order to make your opinion pubic. Make sure the statement goes viral fast.
  • document well before speaking publicly. 
  • show humanity, compassion, and concern for any human toll – and mean it. 

  • follow up on everything that you have engaged yourself to fulfill.

Don'ts for times of crisis

Dealing with a crisis increases the risk of taking bad decisions. When times get harder:

  • don't lie, minimize the situation or make jokes regarding the crisis.
  • don't run away from your responsibilities.
  • don't hurry to issue a denial unless you have all the facts.
  • make positive statements when talking about the matter, rather than negative ones.
  • don’t let your fears of liability trump your humanity.
  • don’t speculate until you fully understand the situation.

Remote-first Mindset

Accept that you have to put in place remote work systems, even if more than half of your employees ultimately revert to office-based work.

  • If done right, a remote-first infrastructu...

Build a socially-connected culture

Intentionally design for the same interactions that would otherwise happen if people were in the office.

  • Culture is what naturally happens when a group of people gets together for any period.
  • A great culture happens with intentional design and influence. It's the reason you should make your company's mission, vision, values, operating principles, standards, and agreements visible. 
  • Culture is experienced through emotions, including how your employees feel about the company, you, other leaders, and peers. That feeling is developed through human interaction at the water cooler, kitchen, or hallway conversations.

Your leadership presence

Your people need to feel your presence as a leader as they will have fewer opportunities to see you face to face when they work remotely.

  • Regularly show up in a variety of forms that can include weekly video meetings, periodic company-wide emails, or presence in public channels.
  • Err on the side of more communication rather than less.

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What's to gain for Leaders through storytelling?

  • Can keep a consistent focus on the vision of the company
  • affirm faith in the near term intent of the leadership, 
  • strengthen brand loyalty,&nbs...

Two considerations when employing storytelling.

  • Invest in a highly competent Director of Communication.
  • Be central in choosing stories.
  • Personally convey your vision in compelling stories.