Crisis Management - Ave Maria[1]

download Crisis Management - Ave Maria[1]

of 35

Transcript of Crisis Management - Ave Maria[1]

  • 8/8/2019 Crisis Management - Ave Maria[1]

    1/35

    LOGO

    Corporate Responsibilityand Crisis ManagementCorporate Responsibilityand Crisis Management

    Ave Maria UniversityAve Maria University

  • 8/8/2019 Crisis Management - Ave Maria[1]

    2/35

    ADVANTAGES F NEGOTIATINGAEPUTATION

    Creates value for the shareholder

    Attracts and keep the best professionals

    Creates Respect from the community

    Allows to face a crisis with a stronger position

  • 8/8/2019 Crisis Management - Ave Maria[1]

    3/35

    COMPONENTS O REPUTATION

    Emotional atractiveness

    Products & Services

    Vision and Leadership

    Process and WorkingEnvironment

    Financial Results

    Social Responsability

    Atractiveness

    Trust

    Respect

    Credibility

    Strenght of the brand

    Innovation

    Quality

    Quality/Price Relationship

    Vision

    Lidership

    Value

    Management

    Environment Talent

    Financial Results

    Risks/ Debts

    Precaution

    Corporate Citizenship

    Responsability with theEnvironmentl

    Ethics

    BenchmarkingReputation

    Quotient

    (RQTM)

  • 8/8/2019 Crisis Management - Ave Maria[1]

    4/35

  • 8/8/2019 Crisis Management - Ave Maria[1]

    5/35

    TRUST BANK

  • 8/8/2019 Crisis Management - Ave Maria[1]

    6/35

    KEY ELEMENTS IN TRUST

    RATIONAL

    - Controls/laws

    - Information

    - Responsibilities

    -

    R le of Law- E onomi al

    stability

    EMOTIONAL

    - Ben marking

    - Brand Val e

    - Personal experien e

    -

    Affe tion- Relevan e

    - Preferen e

  • 8/8/2019 Crisis Management - Ave Maria[1]

    7/35

    FOUNDATIONS OF CRISIS COMMUNICATION

  • 8/8/2019 Crisis Management - Ave Maria[1]

    8/35

    CRISIS s FEATURES:

    S rprise

    Unforseability Urgen y

    Unsteability

    La k of Information

    Feelings of Perse tion

  • 8/8/2019 Crisis Management - Ave Maria[1]

    9/35

    TYPES OF CRISIS

    Corporate: sto k markets fall...

    Laborales: strikes, losing, employmentreg lation...

    Prod ts: intoxi ations, q ality problems,extortions...

    Se torials: negative laws, environmental

    riti isms...

    Impa ts: spills, labor a idents, fires...

  • 8/8/2019 Crisis Management - Ave Maria[1]

    10/35

    SOME EXAMPLES

  • 8/8/2019 Crisis Management - Ave Maria[1]

    11/35

    TYPES OF INSTITUTIONAL CRISES

    Internal

    Political

    Malpractice

    External

    Economical

    Environment

    International Politics

    Catastrophes

    errorism

  • 8/8/2019 Crisis Management - Ave Maria[1]

    12/35

    CORPORATIVE vs. INSTITUTIONAL

    Is i t t t if c :

    Cor or t Soci l onsabilit s. Social D ti s.

    Cor orat tation s. Vot s

    Informati S bject s. Informer S bject

    Competiti e Environment vs. Oposition

  • 8/8/2019 Crisis Management - Ave Maria[1]

    13/35

    PHASES OF A CRISIS

    PRELIMINARY

    ACUTE

    CHRONICAL

    POST-TRAUMATIC

    PREPARA I NR

    ead the Signs

    AC I NWorst Case Scenario

    RESOLUTIONRecognize mistakes

    RECOVERYClosing the crisis

  • 8/8/2019 Crisis Management - Ave Maria[1]

    14/35

    STRATEGIES FOR MANAGING A CRISIS

    Silen e

    Also transmits a message

    Rumors e plain what is ine plicable

    Denial

    Is valid only if everything is false

    Transfer of Responsibility

    Do not blame the dead

    Confession Recognizing the problem is not enough

  • 8/8/2019 Crisis Management - Ave Maria[1]

    15/35

    In Favor

    Take the initiative

    Control of the message

    Show commitment

    Always answer to the key audiences

    Duty to inform

    Against:

    Legal/political consequences Do not be able to keep silence later

    Negative visibility

    Take political risks

    COMMUNICATE?

  • 8/8/2019 Crisis Management - Ave Maria[1]

    16/35

    WHAT TO DO WHEN YOU HAVE A CRISIS?

    CORRECT

    Be calm and move

    quickly.

    Solve the Problem

    Activate a Committee

    Record dates as soon as

    possible.

    Take the initiative

    Identify friends.

    INCORRECT

    Wait until the crisis ends.

    Try to manage the crisis byyourself.

    Do not control the

    information

    Do not underestimate the

    riskiness

    Not learning from themistakes

  • 8/8/2019 Crisis Management - Ave Maria[1]

    17/35

    CONCLUSION

    Comm ni ation by itself is generally not eno g tosolve a risis.

    Is possible to prote t a ompany s rep tation by

    and adeq ate se of omm ni ation. An appropriate management of t e risis begins

    before t e risis itself.

    T e ompany and its offi ers ave t eresponsibility/opport nity to se omm ni ation as

    a tool to prote t t e val e of t eir ompanies. External o nselors an provide experien e ads pport d ring risis.

  • 8/8/2019 Crisis Management - Ave Maria[1]

    18/35

    PREVENTING A CRISIS

  • 8/8/2019 Crisis Management - Ave Maria[1]

    19/35

    IS POSSIBLE TO PREVENT A CRISIS?

    hat w w:

    What coul happen?

    Wherecoul happen?

    Whycoul happen?

    What are thepossibleeffects?

    Whoshoul be informabout thecrisis?

    What w t w

    When is thecrisis oing tohappen?

  • 8/8/2019 Crisis Management - Ave Maria[1]

    20/35

    HOW TO PROTECT THE REPUTATION

    Raise ons io sness abo t t e importan e to prote tt e rep tation.

    Be a ead of potential risks.

    To reate a prevention system.

    To improve ontin o sly.

    Lear from past experien es.

  • 8/8/2019 Crisis Management - Ave Maria[1]

    21/35

    CRISIS PREVENTION PLAN

    KEYELEMENTS

    iskaudit

    Crisis anagement Handbook

    Crisis anagement Commitee

    Issues onitoring

    Trainning

    anagement of Knowledge

  • 8/8/2019 Crisis Management - Ave Maria[1]

    22/35

    WHEN THE CRISIS IS THERE

    W at is nder risk? To loose marketing quota

    To loose clients Cause damages in the brand

    Reduce stock market capitalization

    Be e posed to economical sanctions

    Criminal responsibilities

    Payment Default

    Stopping the activities

  • 8/8/2019 Crisis Management - Ave Maria[1]

    23/35

    Psi ology of t e Crisis

    Kebler Ross T eory abo t t e a eptan e of bad news

    Astonishment/Surprise What has happened?

    Denial- It is not possible!

    Anger- How is possible this happened!

    Depression- How do we get out of this?

    Negotiation- Let's see what can be done

    Acceptance- Lets do this!

    4. Crisis Commitment

  • 8/8/2019 Crisis Management - Ave Maria[1]

    24/35

    MONITORING THE CRISIS

    Follow t e onformers- Radio, TV, etc.

    -Press Agencies

    - Follow Up Services: TV/Radio/Internet/press alerts

  • 8/8/2019 Crisis Management - Ave Maria[1]

    25/35

    MONITORING THE CRISIS

    Follow p to t e media

    Off-line media:

    Gatherings, column articles...

    Internet: forums, newsgroups, chats, against a

    company webs...

    www.boycottnet.org

    www.protest.net www.safetyalerts.com

    Online news summaries

  • 8/8/2019 Crisis Management - Ave Maria[1]

    26/35

    THE SPOKESPERSON

    A omm ni ator, not an expert: Credibility is more important than data

    as to understand journalists and their needs

    Must be a person before being a spokesperson.

    Must know how to remain in silence in case ofpressure.

    Special Situations

    Declarations Press Conferences

    Interviews

    Phone Calls

  • 8/8/2019 Crisis Management - Ave Maria[1]

    27/35

    UNDERSTANDING THE ROLE OF MEDIA

  • 8/8/2019 Crisis Management - Ave Maria[1]

    28/35

    Cold MediaNewspapers

    Hot MediaTV and Radio

    - Create emotional

    impressionsS ow t e emotional state

    of t e spokesperson

    Feelings annot beontrasted ave deeper

    and lasting effe ts.

    -Create opinion

    -Demand the involvement of

    the people whouses them.

    TOTHINK

    FEELINGS

    UNDERSTANDING THE ROLE OF THE MEDIA

  • 8/8/2019 Crisis Management - Ave Maria[1]

    29/35

    TO ACT CORRECTLY IS IMPORTANT TO:

    Understand t e media s role.

    Speak only is yo ave somet ing

    important to sayDefine t e messages yo want totransmit

    Do not lie

    Always s ow an attit de of ollaborationAdvan e possible q estions and answers

    Do not req est to see t e informationbefore it is p blis ed.

  • 8/8/2019 Crisis Management - Ave Maria[1]

    30/35

    IS NOT CORRECT

    To say somet ing off t ere ordTo see jo rnalists and enemies

    To avoid answering a jo rnalist s all.Make it personalUnderestimate t e power of t e

    media.

  • 8/8/2019 Crisis Management - Ave Maria[1]

    31/35

    KEYS FOR A GOODMANAGEMENT

    Always look for t e appropiate elp(do not a t by yo rself).Always take de isions, even if t eyare wrong

    All t e people an talk, b t only onede ides.Understand t e motivations in everya dien eAlways transmit yo ave ontrol oft e sit ation (inside and o tside).Have t e disposition to apologize andre ognize mistakesLearn from every risis and sit ation.

  • 8/8/2019 Crisis Management - Ave Maria[1]

    32/35

    THE IMPACT OF NEW TECHNOLOGIES

  • 8/8/2019 Crisis Management - Ave Maria[1]

    33/35

    CLOSING THE CRISIS

    Is a privilege of the number one

    Do not close the crisis is you dont have asolution.

    Learn and correct

    Always thanks your friends

    Document every step

  • 8/8/2019 Crisis Management - Ave Maria[1]

    34/35

    ANALISYS OF CASE F

  • 8/8/2019 Crisis Management - Ave Maria[1]

    35/35

    LOGO