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Crisis Communication BM

The document outlines the definition of a crisis, its elements, and potential fallout, including operational, financial, legal, and reputational impacts. It emphasizes the importance of effective crisis communication strategies, including the 'Four Rs' (Cooperation, Containment, Compassion, Communication) and media handling techniques. Additionally, it highlights common mistakes to avoid during a crisis and provides guidance on maintaining honesty and clarity in communications.

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Soumil Agarwal
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5 views17 pages

Crisis Communication BM

The document outlines the definition of a crisis, its elements, and potential fallout, including operational, financial, legal, and reputational impacts. It emphasizes the importance of effective crisis communication strategies, including the 'Four Rs' (Cooperation, Containment, Compassion, Communication) and media handling techniques. Additionally, it highlights common mistakes to avoid during a crisis and provides guidance on maintaining honesty and clarity in communications.

Uploaded by

Soumil Agarwal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Crisis Communication

SS
Prof. Rahul K Shukla
E: [email protected]
Crisis Communication
Is it a crisis?

A crisis is major, unpredictable event that


threatens or is perceived by key stakeholders to
threaten an organization or its staff,
clients/customers/patrons, its reputation or its
legal and/or financial status.
Element of Crisis

• A MAJOR threat -- perceived or real -- to ongoing


normal functioning of the organization.

• The element of surprise

• Truncated decision time

• OPPORTUNITY!
Crisis Fallout

• Operational: Disruption in normal course of business.

• Financial: Extra direct and indirect unbudgeted expense;


often diminished financial future; often significant long-
term loss of goodwill.

• Legal: Product liability, negligence claims, fraud, tort


claims, etc.

• Reputational: Unwelcome media attention, adverse


community reaction, negative media coverage, etc.
Five Stages of Crisis
Crisis Mistakes

• Running away -- (physically OR mentally)


• Ignoring the problem
• Denying the obvious
• Attempting a cover-up
• Playing the “blame game”
• Procrastinating
• Keeping on with “business as usual”
The “Four Rs” of Crisis Communications
Remember in CRISIS…

• Cooperation
• Containment
• Compassion
• Communication
And…

• Live your values


• Use appropriate resources
• Aiding affected audience
Benoit’s Image Restoration Strategies
The General Strategies

• Make friends in the media.


• Use CEO reputation to generate and monitor the media tonality.
• Adopt proactive measures by developing an interesting and
compelling story.
• Give shape and meaning to the story from the perspective of the
audience.
• “Pitch” the story to the reporters without waiting for the interview
slots.
• Do not force particular stories or frames—share both positive and
negative stories
• Focus on media outlet audience. Is it consumer or business oriented?
• Try to stay honest and ethical
• Provide enabling environment
• Share only relevant and noteworthy material with the media
Media Handling Strategies

• Always tell the truth.


• Don’t ramble.
• When you answer a question, reply briefly and directly with
an answer.
• State your most important fact at the beginning of your
answer to a question.
• Stick to what you know even if this disappoints a reporter.
• Don’t guess at answers when you don’t have details, or if you
don’t know.
• Don’t say “no comment”. It sounds suspicious.
• Don’t argue with the reporter or lose your cool, either during
the interview or afterward.
Remember…

• Never say anything that implies guilt.


• Forget about trying to “correct” the situation.
• Do not speak “off the record.” Remember - there is no
such thing. Crises cause confusion. Do not add to it. Tell
a reporter only what you want to see on the front page of
the local paper
Questions, please?

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