1. Page 1 Recording of this session via any media type is strictly prohibited. Page 1 Reputation … A Risk Manager’s Role

2. Page 2 Recording of this session via any media type is strictly prohibited. Bruce T. Blythe, Chairman Crisis Management International Crisis Care Network Behavioral Medical Interventions 404-841-3402 bblythe@cmiatl.com Darius Delon, AVP Risk Services Mount Royal University ddelon@hotmail.com

3. Page 3 Recording of this session via any media type is strictly prohibited. What to Expect Protection of Crisis-Related Reputational Risks: Protecting Company Reputation as a Function of Risk Management Protecting your Personal Reputation During Crises Take-and-Use Components of A Risk Manager’s Reputation Management

4. Page 4 Recording of this session via any media type is strictly prohibited. “What if Your Plans Don’t Work as Expected?”

5. Page 5 Recording of this session via any media type is strictly prohibited. Reputation The set of... Perceptions, Evaluations, and Beliefs... a community forms about an organization or one of its members The set of... Perceptions, Evaluations, and Beliefs... a community forms about an organization or one of its members

6. Page 6 Recording of this session via any media type is strictly prohibited. Senior Management Concerns 4 Cornerstones of ERM Reputation Risk Finance Risk Operation Risk (People/Process) Hazard Risk 4 Cornerstones of ERM Reputation Risk Finance Risk Operation Risk (People/Process) Hazard Risk

7. Page 7 Recording of this session via any media type is strictly prohibited. 2 Stakeholder Expectations Post-crisis Expectations Preventive Actions Take adequate preventive measures? Prepared to Respond Respond in timely, caring, effective manner? If not = Outrage Post-crisis Expectations Preventive Actions Take adequate preventive measures? Prepared to Respond Respond in timely, caring, effective manner? If not = Outrage

8. Page 8 Recording of this session via any media type is strictly prohibited. “Reputation” Red Flags Outrage Fear Media Involvement Perceived to be at fault: Foreseeable Unprepared Unjust Intentional Negligent

9. Page 9 Recording of this session via any media type is strictly prohibited. 9 Potential Stakeholders Employees/ Families Contractors/ Business Partners Facility/ Site Managers Staff Managers (HR, IT, etc.) Senior Managers/Board of Directors Institutional investors/ Shareholders Insurance representatives Suppliers/ Distributors Customers Government regulators/ politicians Competitors Media representatives Union Communities Internet (users/ bloggers) Industry activist groups

10. Page 10 Recording of this session via any media type is strictly prohibited. Anticipate Identify Weaknesses in Your Preparedness -------------------------------- Early Incident/Crisis Recording and Reporting Crisis Response Plan Crisis Communication Plan Crisis Operations Center Identify Weaknesses in Your Preparedness -------------------------------- Early Incident/Crisis Recording and Reporting Crisis Response Plan Crisis Communication Plan Crisis Operations Center

11. Page 11 Recording of this session via any media type is strictly prohibited. Reputation Response Mindset Core Assets Protection Impacted Stakeholders Identify and address needs and concerns Anticipation Likely progression Core Assets Protection Impacted Stakeholders Identify and address needs and concerns Anticipation Likely progression Focus on “CIA”

12. Page 12 Recording of this session via any media type is strictly prohibited. 9 Reputation Response Strategies Deny Crisis Minimize/No Harm Done Ignorance Lack of Information Explanation Reasonable Person Test Anticipate Reactions to Each

13. Page 13 Recording of this session via any media type is strictly prohibited. Locus of Control No control over events leading to crisis Blame Others Identify Scapegoat Attack Accusers Motives/Shortcomings Locus of Control No control over events leading to crisis Blame Others Identify Scapegoat Attack Accusers Motives/Shortcomings Anticipate Reactions to Each 9 Reputation Response Strategies

14. Page 14 Recording of this session via any media type is strictly prohibited. Honorable Intent Meant to do well No Harmful Intent Accident Past Positives Previous good works Honorable Intent Meant to do well No Harmful Intent Accident Past Positives Previous good works 9 Reputation Response Strategies Anticipate Reactions to Each

15. Page 15 Recording of this session via any media type is strictly prohibited. Diermeier Trust Quadrant Empathy Reaching out to victims with warmth and authenticity Expertise We know what we’re doing Our experts will fix it Commitment Senior management shows up and takes charge Transparency What you know, don’t know, when follow up Empathy Reaching out to victims with warmth and authenticity Expertise We know what we’re doing Our experts will fix it Commitment Senior management shows up and takes charge Transparency What you know, don’t know, when follow up Empathy Commitment Transparency Expertise

16. Page 16 Recording of this session via any media type is strictly prohibited. Reputation Institute Emotional Appeal Financial Performance Products and Services Vision and Leadership Social Responsibility Workplace Environment Emotional Appeal Financial Performance Products and Services Vision and Leadership Social Responsibility Workplace Environment Best 9/11 response companies = highest reputation

17. Page 17 Recording of this session via any media type is strictly prohibited. Bruce T. Blythe, Chairman Crisis Management International Crisis Care Network Behavioral Medical Interventions 404-841-3402 bblythe@cmiatl.com Darius Delon, AVP Risk Services Mount Royal University ddelon@hotmail.com