1. Crisis Management through the eyes of a Multi-National A first hand experience Mr. Alois Hofbauer, Managing Director, Nestle Lanka PLC

2. A perfect moment to cherish...

3. 3 Why ?

4. Suddenly you are in the centre of the storm...

5. 5 There will be blood on the floor!

6. 6 Lesson # 1 : Mourn and bury the crisis !

7. 7 Lesson # 2 : Get a great Consigliere !

8. Lesson # 2 : Crisis Life Cycle – It starts with issues ! Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

9. For your industry, you can early identify potential issues …

10. 10 Lesson # 3 : Map out your issues ! Map out all your current concerns Anticipate potential issues Implications of above for your organization

11. 11 Lesson # 4 : Get familiar with Social Media !

12. Crisis Life Cycle – Crisis stage ! Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

13. Important Crisis Assumptions to make ! The problem is much worse than it appears! No secrets in the world! Your handling of the crisis will be severely criticized! 13

14. Why a Dual Path… Your actions may be correct, but if you do not communicate …

15. no one will know you’re doing the best possible speculation fills the vacuum media and those affected may think -you don’t care -you’re incompetent -you have something to hide Why a Dual Path ? Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

16. Communicating in a Crisis “State clearly that you do not know all the facts. Then promptly state the facts you do know. One's objective should be to get it right, get it quick, get it out, and get it over. You see, your problem won't improve with age." – Warren Buffet

17. ….. and don’t lose your brand voice in a crisis. Lesson # 5 – Never lose their trust! Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

18. Lesson # 6 : Communicate ! Make sure you communicate with the right people, in the right order and know exactly who they are and how to contact them! Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

19. First 24hrs can decide your destiny !

20.  Crisis team in action  Gather facts  Instruction given to security, switchboard, site locations  Agree on immediate strategies & actions  Craft immediate key messages  Set up media monitoring system  Assign supporting team & roles  Organize command centre logistics  Deploy helplines  Put database strategy in place  Develop press holding statement, fact sheets  Develop Q&As  Inform employees, HQ & other offices  Post information onto web site  Prepare for the worst! Lesson # 7 : Have a Crisis check list ! Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

21. Another beautiful day has dawned...

22. WALKING ON THE EDGE Lesson # 8: Stay Alert !