2. crisis communication
the perception of an
unpredictable event that
threatens important
expectancies of stakeholders
and can seriously impact an
organization's performance
and generate negative
outcomes
3. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
1. Anticipate Crises
Responses
Best-case/
Worst-case
4. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
2. Identify Crisis Communications Team
5. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
3. Identify and Train Spokespersons
6. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
4. Spokesperson Training
7. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
5. Establish Notification and Monitoring Systems
8. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
6. Identify and Know Your Stakeholders
9. 10 Steps of Crisis Communication
(Jonathan Bernstein)
PRE-CRISIS
7. Develop Holding Statements
"We have implemented our crisis response
plan, which places the highest priority on
the health and safety of our guests and
staff."
"We will be supplying additional
information when it is available and
posting it on our website."
10. 10 Steps of Crisis Communication
(Jonathan Bernstein)
POST-CRISIS
8. Assess the Crisis Situation
11. 10 Steps of Crisis Communication
(Jonathan Bernstein)
POST-CRISIS
9. Finalize and Adapt Key Messages
12. 10 Steps of Crisis Communication
(Jonathan Bernstein)
POST-CRISIS
10. Post-Crisis Analysis
13. “A crisis will happen in the life of most
organization. Taking time NOW to prepare
for a crisis – even if you think it will never
occur – and how to communicate to the news
media during a crisis is the organization’s
best defense.”
14. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT:
A STRATEGIC ANALYSIS AND
PLANNING MODEL
( James E. Lukaszewski)
15. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
1. Candor
16. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
2. Explanation
17. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
3. Declaration.
18. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
4. Contrition
19. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
5. Consultation
20. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
6. Commitment
21. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
I. Operations Dimension
Processes:
7. Restitution
22. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
II. Victim Management Dimension
The company must empathize with the victims.
Listen to their complaints or concerns. Assure them
that the company cares and works speedily to fix
whatever caused their issue; follow-up with them to
offer not only retribution to the immediate issue, but
an opportunity to return to the company with some
sort of perk or freebie.
23. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
III. Trust and Credibility Dimension
Seven trust-building, fear-reducing and credibility-fixing behaviors:
Provide information.
Ask input.
Listen carefully
Show change for the better.
Stay in touch with the victims- update them on new changes
within the company.
Speak in plain English - this is no time for technical jargon.
Bring victims/involuntary participants into the decision making
process
24. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
IV. Behavior Dimension
Good crisis plans are structured to work directly
against, anticipate, and eliminate negative behavior
patterns.
25. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
V. Professional Expectation Dimension
Review the industries specific code of ethics and
assure that they are followed.
26. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
VI. Ethical Dimension
Look at the moral and ethical questions involved in
the situation and address them publicly, honestly
and quickly.
27. 7 DIMENSIONS OF CRISIS
COMMUNICATION MANAGEMENT
VII. Lessons Learned Dimension
Institute companywide changes to become better and
uphold promises to all interested parties.
28. Thank You!
Reported by:
Lilybeth I. Dela Vega
EDM Student-MinSCAT Bongabong Campus
