Crisis management: The Role Emotion in crisis responses - Vietnam context slides

1. PR Crisis management
THE ROLE OF EMOTIONS IN
CRISIS RESPONSES

2. Table of content
• Introduction
• The underlying role of emotions
• Crisis communication in Vietnam
• The importance of emotions in Vietnam’s
crisis communication
• Crisis management – things to avoid
• Conclusion

3. INTRODUCTION
PR CRISIS MANAGEMENT

4. N# of disasters
The increasing importance
of PR crisis management
(Ricardo 2009)

5. PR Practitioners need to be emotionally
prepared

6. THE UNDERLYING ROLE OF
EMOTIONS
Crisis communication

7. Crisis
communication
‘ongoing dialogue between
the organization and its
publics’
(Fearn-Banks 2002)

8. Seven lessons
1. Emotional readiness;
2. Creative thinking;
3. Spiritual strength;
4. Political and social
skills;
5. Technical skills;
6. Integration of areas of
knowledge and
emotions;
7. And innovation

9. Emotional
readiness
Better handling on
emotions and dealing with
defense mechanisms that
expectedly appear when
crises occur (Mitroff 2005)
IAN I. MITROFF

10. Understanding public’s emotions
Anxiety Anger Sadness

11. Response strategy
Anxiety public
• Re-assurance
• Show cooperation
Angry public
• Scapegoat strategy
Sad public
• Show sincerity
• Apology & compensate

12. VIETNAMESE CONTEXT
Crisis communication

13. No academic article with Vietnamese context
Little academic guidance and training
Overseas case study
Self-taught
Competition Law: loose & full of loopholes

15. THE IMPORTANCE OF
EMOTIONS IN VIETNAM
Crisis communication

16. Aristotle
(384 – 322 BCE)

17. Pathos Logos Ethos

18. Cần Thơ Bridge
September 26, 2007

20. THINGS TO AVOID
Crisis management

21. Pepsi & Coca-cola crisis in India 2006
Both products were boycotted by Indian citizen

22. Vedan crisis in Vietnam in 2010
Boycotted by Vietnamese consumers

23. Thủy Tiên scandal: the VNĐ 4 billion wristwatch
Negative public’s feedback

24. CONCLUSION
Crisis management consultant – a long journey

25. List of references
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Journal of Public Relations Research, 19(3), 255-281
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Public Relations Journal, 4(1).
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• Loomis, LM 2008, 'Managing emotions: The missing steps in crisis communications planning', Public Relations Tactics, 15, 3, p. 13
• Mittroff, I. 2005, ‘Why some companies emerge stronger and better from a crisis’, AMACOM, USA
• PROI, 2012, ‘Awareness ID’, Public Relation organization International, viewed as at 12 May 2012 <http://www.proi.com/Public/find-a-proi-partner/profile?profile_id=88>
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<http://www.thanhnien.com.vn/news/pages/200739/210287.aspx>
• Webb, G.R. 2004, ‘Some issues to consider’, Paper presented at the Future Crises, Future agendas: An Assessment of International Crisis Research International
Workshop, Nice, France, November 24-26