Crisis Management[危机管理]

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如何在业务遭受重大挫折时做出正确反应。 Crisis Management[危机管理]解析。

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很明显,没有哪个企业希望“面对重大业务挫折,引来媒体普遍关注”(危机)。 媒体报道导致的公众关注常常给企业的生产经营带来多重负面影响,如财务影响、政治影响以及政府关系影响。 现实的价值损失让人担忧,然而,更让人忧心的却是,企业未能按照公众媒体的意愿驾驭处理危机。 所谓危机管理(Crisis Management),就是要在危机时刻做出正确反应(预警化、结构化以及特殊化)。


危机管理一般法则

  1. 事先准备意外事故计划(成立危机管理小组,演练应对各种危机情境;接到危机通知后,危机管理小组能够在短时内迅速运作)

  2. 内部立刻和清楚地宣布唯一的人讲话对危机与外界是危机队员)

  3. 迅速运作(危机爆发后的第一个小时至关重要,因为媒体往往会抢在这一时间获取企业危机信息)。

  4. 聘用危机管理顾问(包括公共关系顾问、企业形象顾问等,他们的客观建议非常重要)。

  5. 提供准确的、正确的信息(切忌提供虚假信息,一旦被发现造假后果很严重,即便是对内发布)。

  6. 当决定应对措施时,不仅要考虑短期损失,还要考虑长远影响。

企业内部的行政管理人员,不管处在哪一位置,都有义务管理危机,要将它放在日常工作来抓。 能够成功应对那些重大的危机事件,如对企业价值创造、收入来源、运营支出、股票价格、竞争地位以及生产业务产生重大破坏的危机事件,才是对管理人员能力的真正考验。 比较: Charismatic Leadership[魅力型领导]
最有效的危机管理是防患于未然,在危机爆发之前、对企业业务造成损失之前,就能够发现危机,并迅速处理解决危机。 如果能够做到这一点,企业的利益相关者以及社会公众就决不可能通过媒体知道企业的变故。


制定业务连续性方案(Business Continuity Plan

如果危机已然发生,它对企业核心利益相关者的影响将不可避免,这时候业务连续性方案将显得非常重要,它将帮助企业把破坏和损失减小到最低限度。 制定这样一项方案听起来任务艰巨,其实它就是一份普通的企业文件。 它包括以下一些方面:找出运营流程中对企业经营业务至关重要的环节,然后设计一个或多个环节失灵后如何继续运营的方案,以及如何在利益相关者知情后与其进行沟通的方案。 非常重要却又常被忽略的一点是,一定要对业务连续性方案进行测试。
有了业务连续性方案,在遇到危机时,企业就能够处于一个较为有利的位置从容应对危机,从而财务损失和商业影响。 除此以外,制定业务连续性方案还会有一个间接影响,就是: 企业管理人员对那些有可能造成重大损失的危险处境更加敏感, 由此,当危机真正发生时,他们能够快速、高效应对,从容解决危机。


参考书: Laurence Barton - Crisis in Organizations II -

参考书: Steven Fink - Crisis Management: Planning for the Inevitable -


危机管理论坛
  危机管理六阶段
危机处理专家、前洛克希德马丁公司董事长诺曼.奥古斯丁(Norman R. Augustine),曾在公、私领域处理过无数关键性的危机,他把个人历练化为六个清晰且容易执行的阶段,以帮助经理人转危...
     
 
  Combine Contingency Planning with SWOT Analysis
There is a strong case for all companies / organizations to regularly do a serious SWOT analysis - all 4 boxes and combine that with Contingency Planning.
There is the possibility that a sudden Weakness, a sudden Threat, once it's identified, we...
     
 
  How Often Should Contingency Planning Be Performed? Frequency
Does keeping the duration of the validity of contingency planning short to say 2 to 4 weeks help in doing a better strategic planning job?
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  Crisisology as a Discipline
I am seeking information regarding activity in the area of crisisology in Europe. Can someone bring me up-to-date as to what is being practiced and published there? There isn't much of anything going on in this area in the United States. I am the onl...
     
 
  Crisis Management Software
Hi members, I am looking for a crisis management software package with a mobile facility, should anyone have any experience in the same just please communicate it back. Regards....
     
 
  Online Crisis Management
Philip Young and I have been asked to write the third edition of of the best selling text book Online Public Relations (Kogan Page) in which we have a chapter on crisis management. We would welcome contributions and insights from both practitioners a...
     
 
  GIS Emergency Management
I am researching on how Graphical Information Systems (GIS) can influence emergency management for principal response agencies GDSs. Are there any case studies of same or a framework / model in this respect?...
     
 
  How to Deal with Crises Situations in an Organisation
What are the right steps to be taken in dealing with crises in an organisation in order to prevent it from escalating beyond control?...
     
 
  International Association of Emergency Managers
For those professionals engaged in crisis and emergency management I would recommend you look at iaem.com
The International Association of Emergency Managers (IAEM) now has 7 global councils and over 5000 members. It has moved on considerably fr...
     
 
  Developing an Emergency Plan
To avoid loss of lives during an accident, it is good practice to exercise the emergency response plan. My question is how to develop an exercise plan? (brake down events list for the exercise)...
     
 
  Definition of Economic Crisis
What precisely is the definition of an Economic crisis?...
     
 
  Understanding Scenarios and Consequences
A failure in most planning is that it's analytical versus strategic in nature. In systems thinking, an important attribute is to understand consequences. Managing consequences is more than just mitigating risks -- which is analytical. Consequences ar...
     
 
  Strategy for Product Quality Crisis
What are the possible strategies one should take to overcome a crisis regarding the quality of your products (especially in the food sector)?...
     
 
  Paid Placement for Company Statements and Stories
Part of making sure the world hears your side of the story is placing it in the online news media. Newsforce Network places "storytelling media" in ad space across hundreds of premium newspaper and news sites online, so you can control the message an...
     
 
  Preparing Execution of Contingency Plan
Contingency Planning is very important. Before actually executing the contingency plan, certain critical actions have to be taken such as:
1. Quickly gather, analyze and interpret factual data and information that led to the crisis.
2. Iden...
     
 
  Why nobody prepared for the current crisis?
The article above explains that it's important to prepare contingency plans in advance, before an actual crisis occurs.
Isn't it remarkable that neither governments, nor financial regulators, nor financial instituations seem to have created any ...
     
 
  How to deal with the Media in a Crisis?
Sometimes, it's hard for the company to deal with the media. If the case is 100 % black propaganda (such as libels or slanders) from others, is not too hard to gather all the fact for the press. But, if the cause arose within our own company, it's re...
     
 

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最佳实践 - 危机管理 高级帐户
  Why Contingency Planning? Importance and Benefits
Simpkins (2009) argues that Contingency Planning (CP) is probably the most important topic of an organizations overall strategic plan. The importance of preparing for any contingencies must not be underestimated. Contingency planning takes int...
     
 
  Common Errors Leaders Make during Crises
Hirsch (2014) did research on crisis management and examined the most common errors top managers make in times of crisis. He found an interesting pattern of problematic behaviors among senior leaders in crises:
 
   
 
  What Managerial Competencies are Required to Tackle an Organizational Crisis?
In normal circumstances, various competencies are needed for top management to be successful. Besides (!) these regular competencies, certain specific skills and knowledge are crucial to recover from a crisis. The following  
   
 

Expert Tips (ENG) - Crisis Management 高级帐户
 

How to Develop a Crisis Communication Plan?

In order to develop a successful communication plan during a crisis, following steps should be followed:
1. Identify the audiences for you...
Usage (application)Crisis Management
 
 
 

Top-10 Mistakes in A Crisis

Robert D. Ramsey in Supervision (Oct2004, Vol. 65, Issue 10) gives the following list of things not to do in a crisis:
1. Don't fall apart...
Usage (application)Crisis Management, Education
 
 
 

Multiple crisis

Remember and realize early on that one crisis can lead to another, and multiple crisis can occur at the same time. Consider that most crises can be a ...
Usage (application)Preparing for domino effects
 
 
 

Potential Types of Threats

- Financial (major decline in stock price, market crash, major decline in earnings)
- Workforce (labour strike, labour unrest, labo...
Usage (application)Checklist of Types
 
 
 

Use Belbin for your Crisis team

In order to build an effective contingency team, members need to be intelligently chosen. You need members with the following  
 
 

Pitfalls of Traditional Risk Analysis

In their 2000 book "Managing Crises Before they happens" Mitroff and Anagnos explain their critics on traditional risks analysis. The authors ...
Usage (application)Risk Management, Crisis Management
 
 
 

Early Crisis Signals

People frequently wonder how a crisis can occur unexpectedly in a company and if top managers, aware of what is happening, could have undertaken actio...
Usage (application)The earlier the better...
 
 
 

Early Warning Signals

A useful exercise is to think of what events can be considered early warning signals for certain problems to arise. You can add a few of those typical...
Usage (application)Timely Alert System
 
 
 

Preparing your Executive Team for Crisis

Note that crises often happen in different ways than what you imagened and planned for...
That's why preparing and educating your executive team...
Usage (application)Contingency Plans & Manuals
 
 
 

Financial Indicators Check-list

Due to the global economic crisis affecting companies of all industries and regions, there is a lot of interest in crisis signals and what actions can...
Usage (application)Financial Crisis Signals for a Company
 
 
 

Why Society is More Risky than Before

In his 1992 book "  
 
 

Moral Intensity: When Will a Decision Be Seen as Unethical?

The financial crisis of 2008 has been partly the result of managers and executives taking excessive risks. That's why Ferguson (2014) wonders when exp...
Usage (application)Risk Management, Business Ethics, Ethical Decision-making, Crisis Management, Corporate Responsibility
 
 
 

Align Your Risk Management Strategy with Investors' View on Risk

Risk is an essential part of any investment.
Modern organizations are giving more attention to their risk profile to better protect their ...
Usage (application)Strategic Risk Management, Transparant Risk Management
 
 
 

Consumer Psychology in a Downturn

Traditional ways that companies used to segment their customers are lifestyle, demographics, etc... These are absolutely not related to consumers' emo...
Usage (application)Re-shape Your Marketing
 
 
 

Marketing Strategies in a Downturn

How marketers respond to the new consumer psychology of the current downturn?
1) For companies with a relatively strong cash position a rec...
Usage (application)Leveraging Crisis
 
 

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比较: Strategic Risk Management[战略风险管理]  |  Root Cause Analysis[根本原因分析]  |  Force Field Analysis[力场分析法]  |  Brainstorming[头脑风暴法]  |  Theory of Constraints[约束理论]  |  Scenario Planning[情境规划]  |  Game Theory[博奕论]  |  Real Options[实物期权]  |  Stakeholder Analysis[利益相关者分析]  |  Stakeholder Mapping[利益相关者分析图]


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