Crisis Management Chapter 17

7 Warning Signs of Crisis 1. Surprise 2. Insufficient information 3. Escalating Events 4. Loss of control

7 Warning Signs of Crisis 5. Increased outside scrutiny 6. Siege mentality 7. Panic

Planning in a Crisis 1. For each potentially impacted audience, define the risk. 2. For each risk defined, describe the actions that mitigate the risk.

Planning in a Crisis 3. Identify the cause of the risk. 4. Demonstrate responsible management action. 5. Create a consistent message. Key Words: Be prepared, be available, be credible, and act appropriately.

Crisis Don’ts 1. Don’t keep all channels of communication open. 2. Don’t always make the CEO the spokesman. 3. Don’t always take the lawyer’s advice.

Crisis don’ts 4. Don’t lean toward withholding information. Don’t answer ever question. Don’t ever, ever lie.

Engaging the Media Set up media headquarters Establish media rules Media live for the “Box score.” how many fired? cost of the damage? how many will perish?

Engaging the Media Don’t speculate Feed the beast Speed triumphs accuracy monitor what is being said and nip inaccuracies in the bud

Dealing Set up media headquarters Establish media rules Media live for the “Box score” Don’t speculate Feed the beast – keep the media occupied Speech triumphs

10 general principles to use when talking to the media 1. Speak first and often. 2. Don’t speculate. 3. Go off the record at your own peril. 4. Stay with the facts. 5. Be open and concerned, not defensive. 6. Make your point and repeat it. 7. Don’t wage war with the media.

10 general principles to use when talking to the media 8. Establish yourself as the most authoritative source. 9. Stay clam and be truthful and cooperative. 10. Never lie.

Crisis Management What issues of crisis for York College can we anticipate? What should we do to prepare for them?