위기 관리 (Crisis Management)

지식 센터

어느 기업이든지 모든 매체를 도배하는 심각한 사업상의 위기를 일으키는 상황을 바라지 않는 것은 분명한 사실이다. 이러한 매체보도의 결과인 공공의 감시(public scrutiny)는 종종 기업의 정상적인 운영에 영향을 미치고, (부정적인) 재무적, 정치적, 법적 그리고 정부에 영향을 끼칠 수 있다. 특히 매체나 대중이 느끼기에 위기가 잘 다루어지지 않고 있다고 인식할 경우에는, 상당한 가치의 손실을 두려워할 수 있다. 위기 관리는 올바른 위기 대응(예방적, 구조적, 임시적)을 다룬다.

위기관리에 관한 몇몇 일반적인 도움과 힌트.

1. 긴급대응대책(contingency plans)을 미리 준비한다 (위기 관리팀과 구성원은 다양한 위기의 사전예행연습을 통해 신속히 구성될 수 있다)

2. 위기관리팀원만이 위기관련하여 외부에 말할 수 있다는 것을 회사내부에 즉각적이고 명확하게 알린다.

3. 신속히 움직인다 (위기가 처음 발생한 초기 몇시간이 매우 중요하다. 왜냐하면 처음 몇시간내에 주어지는 정보를 바탕으로 보도되기 때문이다)

4. 위기 관리 컨설턴트를 활용한다 (홍보전문가의 객관적인 조언은 매우 중요하다. 기업이미지 전문가를 활용하라)

5. 정확하고 올바른 정보를 제공하라 (정보를 조작하려는 시도는 만일 사실이 드러날 경우에는 심각한 역효과(backfire)를 초래한다. )

6. 행동이 결정되면,단기적인 손실을 고려하는 동시에, 장기적인 결과에도 집중하라.

조직의 모든 수준에서 종종 일일단위로 위기를 관리할, 담당자를 고용한다. 그들의 기술은 조직의 가치창출 프로세스, 소득의 원천, 운영비용, 주가, 경쟁적 위치, 그리고 진행되고 있는 비즈니즈를 파괴할 잠재력이 있는 중대한 위기를 처리해야할 때 시험대에 오르게 된다. 비교 : Charismatic Leadership [카리스마 리더십].
가장 효과적인 위기 관리는 검출되고 잠재적인 위기를 탐색하여 조직의 사업에 영향을 끼치기 전에 신속하게 처리하는 것이다. 그러한 경우에는 뉴스매체를 통하여 조직의 주요 이해관계자 또는 대중들의 주의를 전혀 끌지 않을 것이다.

사업복구 및 재개계획(BCP, Business Continuity Plan) 작성

위기가 이미 발생한 경우 또는 위기가 조직의 핵심 이해관계자들에게 영향을 미칠 것이 불가피할 경우에는, BCP가 손실과 피해를 최소화하는데 도움을 줄 것이다. 그런 계획의 작성은 위협스러운 업무처럼 보이나, 실제로는 상식적인 수준의 문서이다. BCP는 사업에 중대한 기능이나 프로세스를 확인하고, 그것들이 잠재적으로 무능력해질 경우에 다루어야 운영계획과 의사소통 계획, 주요 이해관계자들이 어떻게 반응해야 할지를 설계하는 것이다. 때때로 간과되는 중요한 요소는 BCP를 테스트해 보는 것이다.
BCP를 준비한 기업들은 사업의 영향과 재무적 손실을 최소화할 수 있는 더 좋은 상황에 있게 될 것이다. 부수적으로 이러한 계획을 작성하는 프로세스가 또 다른 간접적인 혜택을 준다는 것을 알 수 있다. 그들의 조직은 사업을 위태롭게 하고, 운영비용, 이윤, 전체성장에 영향을 미칠 가능한 위기 상황에 좀 더 민감해진다. 그 결과로 매니저들은 위기를 피하기 위해 좀 더 신속하고 효과적으로 대응한다.

참고도서: Laurence Barton - Crisis in Organizations II

참고도서: Steven Fink - Crisis Management: Planning for the Inevitable

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추가 연구 링크 회원이 되세요 위기 관리 (우발 계획)다음과 관련된 다른 유용한 소스로 자동으로 이동합니다 . 뉴스 영화 프리젠 테이션 서적 더

위기관리 관련개념 : Strategic Risk Management [전략적 위기 관리]  |  Root Cause Analysis [근원분석]  |  Force Field Analysis[역장 분석]  |  브레인스토밍  |  Theory of Constraint[제약이론]  |  Scenario Planning [시나리오 플래닝]  |  게임 이론   |  Real Options [리얼옵션이론]  |  Stakeholder Analysis [이해관계자 분석]  |  내깃돈 보관자 지도로 나타내기

다른 페이지로 이동: Change & Organization [변화와 조직]  |  의사소통과 기법들  |  의사결정과 가치평가  |  인적 자원  |  리더십  |  마케팅  |   전략

관리 방법, 모형 및 이론 더