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7 critical steps to crisis management

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, customers, suppliers, the general public and their company's value.

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7 critical steps to crisis management

7 critical steps to crisis management

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

inc.com

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Key Ideas

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, customers, suppliers, the general public and their company's value.

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 honest and open.
  • Always inform your employees. This keeps the business flowing smoothly.
  • Communicate with customers and suppliers.
  • Over-communicate. A lack of updates will allow rumors to fill the void.
  • Be sure to establish a social media team to monitor, post and react to social media activity throughout the crisis.

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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.
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  • affirm faith in the near term intent of the leadership, 
  • strengthen brand loyalty,&nbs...
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  • Invest in a highly competent Director of Communication.
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Identify your passion

Everyday leadership begins with a passion and a mission. Ask yourself: “What am I passionate about? How can I turn that passion into a mission?”

Once you identify your pass...

Listen

Try listening more than you speak. Listen to experts and fellow enthusiasts, including those with whom you disagree. Absorb their perspectives, insights, and experiences.

From listening to others, we can gather valuable insights from both their successes and their failings.

You have a voice. Share it

But remember that using your voice as an everyday leader comes with a responsibility.

When sharing your opinion—in-person or via social media—be clear, be concise, and be constructive. That is the best way to be heard.

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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.

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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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Most businesses don’t need to own its IT infrastructure because the cost of access has plummeted to the point it is often economically irresponsible to do so. The new digital leader points to the higher level of service and lower costs achieved through external partnerships.

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74 % of employees...

...feel that they’re missing out on company information and news.

Moreover, just 4 in 10 employees can confidently describe to others what their employer does.

Improve employee communication

Employee communication must:

  • Be clear: communicate in plain language, lose the buzzwords, be straightforward, and write with clarity.
  • Be inclusive and adaptive: see which channels and technologies they prefer, and adapt accordingly.
  • Be varied: send employees different kinds of messages via different mediums.
  • Empower your employees: communicators should educate and motivate, but they should also uplift and empower.

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Risk along the value chain

Most companies only examine the most direct risks facing a company and tend to neglect secondary risks that can have an even greater impact.

Companies need to learn to evaluate aftereffects that could weaken whole value chains.

Competitors

All differences in business models can create the potential for competitive risk exposure. This does not mean that a company should imitate its competitors, but that it should consider the risk when they have different strategies.

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Fear In Fear Out

According to Darren Hardy, author of The Power Of Compounding, our consumption of content the whole day (fear-inducing and fear-based news) hypnotises us negatively and impacts our output. What is put in us is what goes out of us.

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Action, Not Words

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