Transcript Crisis Management

A Masterclass
in Crisis Management
Presented by Alba
17th June 2011
What we will cover
• Understanding
• Responding
• Being prepared
Understanding a crisis
• It is unexpected
• Time is short
• Decisions are required urgently
• Urgent requests for information
• Loss of control
• Routine business becomes difficult to
manage
Understanding a crisis
• Specific threats are identified
• Pressures build over time
• Demands are made to blame
• Communications are difficult to
manage
• Outsiders take a new interest
• Reputation is at risk
Responding to a crisis
Diagnosis
• Gather information – identify
impact
• Engage appropriate staff and
stakeholders
• Identify desirable outcomes
Responding to a crisis
Turning the problem around
• Create a crisis plan
• Allocate roles
• Communicate to generate trust
Responding to a crisis
Bringing about change
• Make and carry out decisions
• Monitor the plan’s implementation
– minimise losses
• Communicate to maintain trust
and reputation
Responding to a crisis
Learning
• What has been learned?
• How can we use the learning?
Being prepared
Outward vision
• Up-to-date awareness of strategic
issues
• Connected to key networks
• Positive relationships
• Active collaboration
• Aware of public and service user
opinion
Being prepared
Internal strength
• Individuals with a range of skills
and knowledge
• Strong communication
mechanisms, using a range of
media
• Excellent, up-to-date information
systems
Being prepared
Undertake….
• Regular risk assessments
• Scenario planning to identify likely
crises and their impact
• A plan of action for anticipated
crises
Being prepared
Crisis procedures
• Define roles and responsibilities
• Allocate them
• Create a communication plan
Being prepared
Communicate and test
• Ensure staff know about the plans
that affect them
• Undertake any training necessary
• Test plans and review as
necessary
A Masterclass
in Crisis Management
Presented by Alba
www.albanetwork.co.uk
[email protected]