CRISIS

MANAGEMENT
Index
1. Departments
2. Senior Managers
3. Team managers
4. Employees
5. Soft Skills
DEPARTMENTS

MARKETING SALES HUMAN OPERATIONS

RESOURCES

FINANCE IT/TECHNOLOGY RESEARCH &

DEVELOPMENT
SENIOR MANAGERS
Senior managers are high-level leaders inside the company. They are
responsible for each department and also carry out with the strategies
set by the executives.

Their tasks are:

Lead teams.
Make important decisions to improve efficiency and performance.
Coordinate departments to work together to achieve company goals.
Strategy development and execution.
Operational management and process supervision.
Strategic decision making.
Management of external relations.
TEAM MANAGERS

Responsibilities:
Assign tasks based on team member's
skills.
Motivate the team and resolves issues.
Ensure deadlines and objectives.
Provides feedback to improve
performance.
Facilitates communication inside their
team and with other departments.
EMPLOYEES
Are individuals hired by a company to perform specific tasks and
functions. Also, they provide valuable insights from the operational
level.
SOFT SKILLS
 COLLABORATION AND TEAMWORK
This soft skill is critical for fostering innovation, effiency and a positive work culture =
Key to business´s long-term success.

If people with individual contributions work well together they are able to create
additional value and take advantage of synergies.
1+1=3

MARKETING: Diverse and collaborating teams generate more creative and innovative solutions.

SALES: Ensures the ability to scale operations quickly and efficiently by working towards shared objectives with clear responsibilities
to maximize the output.

HUMAN RESOURCES: Employees with good teamwork skills are better prepared to take on leadership roles where they can manage
cross-functional teams, mentor others and guide projects, with good teamwork skills are better prepared to take on leadership roles
where they can manage cross-functional teams, mentor others and guide projects.

OPERATIONS: Collaboration allows faster decision-making and quicker responses to industry shifts which is vital in a competitive and
always evolving marketing environment.

FINANCE: All departments must align with financial goals and objectives, which is why collaboration is essential. Collective input leads
to better decision-making and to assess potential risks.

IT: Collaboration among its professionals allows the sharing of knowledge and makes it easier to find solutions for complex problems.

RESEARCH & DEVELOPMENT: Teamwork enables the integration of diverse skills and knowledge to bring innovative products or
solutions to market. B working together R&D teams can allocate resources efficiently, share workload and avoid duplication of effort.
WHY IS THAT SOFT SKILLS IMPORTANT FOR US AS A MARKETING COMPANY?

Synergy effects that go far beyond individual achievements.

The key lies in managing group dynamics.
As we experienced rapid growth recently, we have more team members , stakeholders
and projects to management, and we need to maintain our creativity and improve our
efficiency.
By hiring individuals who excel at these skills, the company can continue to grow
successfully.

HOW ARE WE GOING TO ENSURE HIRING PEOPLE WITH THAT SOFT SKILL?

Candidates who have demonstrated effective teamwork in their previous roles.

Experience with working in cross-functional teams.
Investing development in which we train interpersonal communication, team-
dynamics and conflict resolution.
Role-playing scenarios.
Projects that foster a collaborative mindset.
 EFFECTIVE COMMUNICATION
Effective communication is vital across departments and roles as it improves clarity, collaboration,
and productivity.

FOR DEPARTMENTS
Marketing: ensures that campaigns align with company goals and resonate with customer
needs.
Sales: is critical for building trust with clients, addressing their concerns, and closing deals.
Human Resources: relies on effective communication to promote transparency, trust, and
engagement within a company.
Operations: ensures efficient workflows, resource management, and collaboration across teams.
Financial: uses effective communication to simplify complex data and align financial strategies
with company goals.
IT/Technology: depends on effective communication to bridge the gap between technical
systems and business users.
R&D: shares progress and ensures that new ideas and products meet the needs and preferences
of the market.
 ACTIVE LISTENING
Active listening is fully focusing on and understanding what someone is
saying, to show genuine interest and ensure clear communication.

1. Marketing: To understand client needs and feedback for campaigns or

strategies.
2. Sales: To listen to customer concerns, identify needs, and build trust
during negotiations.
3. Human Resources (HR): To address employee concerns, mediate
conflicts, and conduct meaningful interviews.
4. Operations: To ensure clear communication about processes, challenges,
and cross-departmental coordination.
5. Finance: To understand budget requests and communicate financial advice
effectively.
6. IT: To interpret technical problems from non-technical colleagues and
provide clear, actionable solutions.
7. R&D: To gather insights from other departments, understand customer
feedback, and align product development with market needs.
Scenario
IT Employee:
“I’m worried about the new software. The training materials aren’t clear,
and my team feels unprepared.”

HR Manager:
“I hear you. You’re saying the materials aren’t clear, and that’s causing
frustration. Is that right?”

IT Employee:
“Exactly. A hands-on training session would help.”

HR Manager:
“That makes sense. I’ll work on adding a session and check in with your
team. Does that sound good?”

IT Employee:
“Yes, thanks for understanding!”

HR Manager:
“Of course—your input is valuable.”
 CREATIVITY AND INNOVATION
It is an important driving force for the development of enterprises. It not only helps solve
problems, but also brings new perspectives and competitive advantages.​​It helps enterprises
remain flexible and forward-looking in a rapidly changing environment, meet changing
market demands, and gain advantages in competition.

Identify needs Continuous Application

and problems improvement and technology
Innovation begins with optimization Use new technologies or
discovering market or user Improve on the existing basis new tools to make
needs, and finds the direction of to achieve better efficiency, products or services more
innovation through problem performance or user in line with current
identification. experience. market needs.
ADAPTABILITY & FLEXIBILITY
This soft skill is crucial for companies to quickly adjust to changes, foster
innovation, improve productivity, and solve problems effectively.

DEPARTMENTS:

Marketing: These soft skills help to adjust new trends and changes in consumer behavior.
Sales: The department can respond effectively to marketing changes and customer
expectations.
Human Resources: They can manage in a better way changes and workplace policies.
Operations: Can help in the adaptation of new processes, technologies and customer
demands.
Finance: Adjust strategies more effectively for economic changes, regulations and business
needs.
IT/Technology: This skill help in new discoveries in relation to emerging technologies.
Research and development: This soft skill can adapt all technological advancements that
occur in the company.
 EMPATHY - Ability to understand feelings

In Marketing, helps understand customer needs and feelings, making campaigns more effective and relatable.
In Sales builds strong relationships with clients, helps solve their problems, and creates trust.
In Human Resources uses empathy to support employees, solve conflicts, and make everyone feel included.
In Operations helps improve teamwork, understand team needs, and make processes better for customers and
employees.
In Finance helps finance teams understand budgets’ impact on people and communicate decisions clearly.
In IT/Technology and Research and Development, helps create products that solve real customer problems
and fit their needs.

Traits of an Empathetic Person:

1. Sensing emotions so recognizing non-verbal cues like body language to know others’ feelings.
2. Imagining others perspective, so understanding others by putting yourself in their situation.
 RESILIENCE
This soft skill is crucial for companies to recover quickly from setbacks, maintain
productivity under stress, and sustain long-term success.

. DEPARTMENTS

Marketing: Helps the team quickly adapt and improve after unsuccessful
campaigns.
Sales: Keeps the team motivated and effective despite rejections.
Human Resources: Manages stress, promotes positivity, and handles conflicts.
Operations: Maintains efficiency and continuity during disruptions.
Finance: Manages financial setbacks and adapts to market changes.
IT/Technology: Recovers quickly from technological failures and cyber incidents.
Research and Development: Continues innovation despite failures and
challenges.
 CONFLICT RESOLUTION
Conflict resolution skills in a company are essential because they create a positive
workplace, prevent problems from escalating, encourage clear communication, build
stronger relationships, and ensure that teams can work together effectively, even when
there are differences.

Internal struggles, like work overload Clarify roles, manage workload, and provide
Intrapersonal causing stress. emotional support.

Disputes between individuals due to Facilitate dialogue through mediation and foster
Interpersonal personality or style differences. empathy.

Conflicts between departments over

Interdepartmental resources or priorities.
Encourage collaboration and set shared goals.

Company-wide issues, like resistance Ensure transparent communication and involve

Organizational to structural changes. employees.

Misunderstandings arising from

Promote respect, inclusion, and cultural sensitivity
Cultural/Diversity cultural differences or
training.
communication styles.
 TIME MANAGEMENT
Time management, this soft skill in a company, involves organising and planning tasks to
maximise productivity, meet deadlines and reduce stress.

It applies to all departments, but is especially important in projects:

Marketing: Facilitates effective campaigns and deadline complianc.
Sales: Optimizes customer follow-up and maximises sales closings.
Human Resources: Accelerates recruiting and organises training/ evaluations.
Operations: Time management optimizes processes and improves operational efficiency.
Finance: Essential for budgets, fiscal deadlines and financial analysis.
IT/Technology: Facilitates project implementation, incident management and fast
system upgrades.
Research and development: Enables efficient project planning, accelerates innovation
and improves team collaboration.

Good time management enables informed decision-making, improved performance, and

efficient achievement of objectives.
 EMOTIONAL INTELLIGENCE
Definition
Emotional Intelligence in the workplace is the ability to understand and manage your own
emotions, recognize and influence the emotions of others

Department
Marketing: Builds empathy with customers to create targeted and impactful
campaigns.
Sales: Enhances relationship-building and negotiation for better client
connections.
Human Resources: Improves conflict resolution, employee engagement, and
talent management.
Operations: Facilitates collaboration and problem-solving under pressure.
Finance: Supports clear communication and trust-building in decision-
making.
IT: Encourages teamwork and adaptability in technical problem-solving.
Research and Development: Fosters innovation through collaboration and
constructive feedback.
 RESULTS-ORIENTED
Definition:
Being results-oriented means having a strong determination to achieve set goals and continuously
improving the strategies and processes necessary to reach those goals. This competency enables
individuals, teams, and organizations to work efficiently with a clear focus on success.

Applications by Department:

Marketing: Tracks campaign success rates and delivers results that align with customer needs.

Sales: Develops strategies to consistently exceed sales targets and enhance customer satisfaction.

Human Resources: Monitors employee performance goals and tailors development programs
accordingly.

Operations: Evaluates efficiency metrics and ensures process optimization.

Finance: Establishes clear focus on achieving financial targets and effective budgeting.

IT/Technology: Ensures adherence to project timelines and delivers user-friendly technology

solutions.

R&D: Drives the timely launch of innovative products, enhancing the company’s competitive edge.
Applications by Role:

Entry-Level Employees: Manage their workload efficiently and strive to meet individual
targets.

Team Managers: Ensure teams achieve their objectives and monitor performance
effectively.

Senior Managers: Define organizational goals and provide strategic guidance to achieve
them.

Examples:

Team Performance Management: An operations team reduces customer delivery times by

20%, increasing customer satisfaction.

Campaign Effectiveness: A marketing employee designs a new campaign based on past

performance analysis, boosting brand awareness by 30%.
 CRITICAL THINKING
Critical thinking is a skill that have a ability to analyze, evaluate, and synthesize information
objectively and systematically. It involves thinking logically and independently, questioning
assumptions, and considering various perspectives before reaching conclusions.

Department:

1. Marketing: Analyze consumer needs, preferences, and buying behaviors, evaluate market trends,
and identify potential opportunities or threats.
2. Sales: Analyze changing market conditions and customer buying behaviors, refining sales
strategies to determine which methods are most effective and adapting to new circumstances.
3. Human Resources: Helping HR professionals objectively evaluate a candidate. Making more
informed decisions about employee development and promotions.
4. Operations: Identifying inefficiencies or bottlenecks in processes. And also can help teams to
control the cost.
5. Finance: Create accurate budgets and allocate funds in a way that ensures financial stability,
even in times of market volatility or uncertainty.
6. IT: Analyze requirements and evaluate the pros and cons of various technical solutions.
7. Research and Development: Can use in innovation and product development.
 CULTURAL INCLUSION
Cultural inclusion means respecting and valuing people from different cultural
backgrounds, making sure everyone has equal opportunities to contribute. It helps
create a positive work environment, encourages creativity, and supports the success
of the organization.

Key areas in business:

Marketing - helps create campaigns that connect with diverse audiences.
Sales - builds trust by adapting to clients' preferences, improving relationships
and results
HR - promotes diversity in hiring, creating a welcoming workplace that attracts
top talent and keeps employees satisfied
Technology - sparks innovation, leading to new solutions and helping the
company stay competitive.
Operations - encourages diverse problem-solving approaches, leading to more
efficient processes and better outcomes
Finance - brings new ideas to decision-making, helping to find opportunities
and manage risks effectively
R&D - drives innovation, making products and solutions more adaptable for
global markets.
 ASSERTIVENESS
Language plays a crucial role not only in our daily lives, but also in the company we work for. We all should be assertive at work
because assertive communication is direct and respectful. Being assertive gives you the best chance of successfully delivering your
message.

MARKETING: Assertive communication allows marketing teams to give and receive constructive feedback, improving campaigns
and strategies.
SALES: Assertiveness is key during negotiations. Salespeople can express their needs and understand the needs of clients while
finding a middle ground that works for both parties.
HUMAN RESOURCES (H&R): HR often handles disputes or misunderstandings. Assertiveness helps HR professionals mediate
conflicts by ensuring all parties are heard while keeping the conversation respectful and solution-focused.
OPERATION: When issues arise in operations (e.g., production delays or quality control problems), assertive communication helps
individuals express concerns, collaborate on solutions, and take corrective actions without unnecessary conflict.
FINANCE: Finance teams often need to express concerns about financial risks. Being assertive allows them to highlight potential
issues (e.g., budget overruns) and collaborate on solutions effectively.
IT &TECHNOLOGY: IT professionals often need to explain technical concepts to non-technical colleagues or clients. Assertive
communication ensures they can convey information clearly, without being condescending or overly technical.
RESEARCH AND DEVELOPMENT: Assertive communication allows R&D professionals to confidently share their ideas,
hypotheses, and findings with colleagues. It promotes collaboration and innovation within the team.
THE END