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Communicating Organizational Value through Crisis Management

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COMMUNICATING ORGANIZATIONAL VALUE THROUGH CRISIS MANAGEMENT Lisa Patterson Phillips, PhD Director, Office of Diversity Otterbein College WHAT DO OUR ACTIONS REVEAL? – PowerPoint PPT presentation

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Title: Communicating Organizational Value through Crisis Management


1
Communicating Organizational Value through Crisis
Management
  • Lisa Patterson Phillips, PhD
  • Director, Office of Diversity
  • Otterbein College

2
What is a Crisis?
  • Definition
  • A crisis is any unpredictable event that has the
    potential to damage an organization and in
    extreme cases to threaten its survival.

3
Anatomy of a Crisis
  • Researchers believe that crises generally fall
    into 11 categories.
  • 1. Criminal Attacks
  • 2. Economic Attacks
  • 3. Loss of Proprietary Information
  • 4. Industrial Disasters
  • 5. Natural Disasters
  • 6. Breaks in Equipment and Plants
  • 7. Legal
  • 8. Reputational/Perceptual
  • 9. Human Resources/ Occupational
  • 10. Health
  • 11. Regulatory

4
Stephen Fink Divides A Crisis into 4 Stages
  • Prodromal/ Warning Stage
  • Warning signs that something is wrong
  • The Acute Crisis Stage
  • Shifts the focus from prevention to damage
    control
  • Looked at as the point of no return
  • The Chronic Crisis Stage
  • The period in which an organization deals with
    long term consequences produced by the crisis
  • This stage can linger indefinitely
  • The Crisis Resolution Stage
  • When the organization is back to normal

5
Crisis Management Tools
  • Leadership needs to develop emergency tool kits
    to deal with crises before they happen.
  • These crisis management kits include
  • Vigilant Problem-Solving Strategies
  • Action Plans
  • Crisis Management Teams
  • Designated Spokespersons
  • Cooperative Media Strategies
  • Honesty and Compassion
  • Image Insurance

6
What do our actions Reveal?
  • Culture and Climate
  • Understanding the Culture that we create
  • Edgar Scheins Model of Organizational culture
  • Artifacts
  • Values
  • Basic Assumptions

Values
Basic Assumptions
Artifacts
7
Applying this Model to Crisis Management
  • CASE STUDY AND DISCUSSION

8
Summary and Closing
9
Resources
  • Hackman, M. Z. Johnson, C. E. (2004).
    Leadership A Communication Perspective.
    Prospects Heights, IL Waveland Press.
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