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What is Crisis?
A crisis is any event that is, or is
expected to lead to an unstable and
dangerous situation affecting an
individual, group, community, or
whole society.
2
• Natural Disaster
• Technological Crisis
• Confrontation
• Organizational Misdeeds
• Workplace Violence
• Rumours
• Terrorist Attacks
TYPES OF CRISIS IN
ORGANIZATION
3
• Damages Public Safety
• Financial Loss to Company
• Company’s Reputation Loss
THREATS CAUSED BY CRISIS
Crisis communication is a subspecialty
of the public relations profession that is
designed to protect and defend an
individual, company or organization
who is facing a public challenge to its
reputation.
4
CRISIS COMMUNICATION
5
Crisis communication is designed to connect a variety of audiences to each another, such as:
• Employees
• Leadership
• Crisis management team
• PR team
• IT team
• Department heads
• Security personnel
• Local police & first responders
• Government officials
WHO NEEDS CRISIS COMMUNICATION?
6
STAGES OF CRISIS COMMUNICATION
7
• Competence
• Credibility
• Caring
• Capability
• Commitment
5 C’S OF CRISIS COMMUNICATION
8
• PR professionals appear unsure and
tentative, since they don’t have facts or
information.
• Competence of PRO based on how they
convey the message during media interviews.
• PRO should prepare confidently to showcase
their competence.
COMPETENCE
9
• The best way to gain credibility is to
concede an obvious point.
CREDIBILITY
10
The PR Professional need to express
the deep commitment to communicate
with the general public, media and
other stake holders.
COMMITMENT
11
• Company professionals should demonstrate caring
attitude towards the crisis and the victims of
the crisis.
• The public will be more worried about the
victims of the crisis.
CARING
12
• PRO should be capable of resolving
the situation or solving the problem.
CAPABILITY
13
• Be sympathetic & apologetic
• Manage information flow
• Manage crisis team to focus on the event
• Assume the worst case scenario
• Have a trained spokesperson
• Resist the aggressive approach
• Understand why the media are here
• Remember all audiences
KEY PRINCIPLES OF CRISIS
MANAGEMENT
THANKYOU
FLORA@CONTOSO.COM
HTTP://WWW.CONTOSO.COM/
THANKYOU!
FLORA@CONTOSO.COM
HTTP://WWW.CONTOSO.COM/

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Crisis communication.pptx

  • 1. What is Crisis? A crisis is any event that is, or is expected to lead to an unstable and dangerous situation affecting an individual, group, community, or whole society.
  • 2. 2 • Natural Disaster • Technological Crisis • Confrontation • Organizational Misdeeds • Workplace Violence • Rumours • Terrorist Attacks TYPES OF CRISIS IN ORGANIZATION
  • 3. 3 • Damages Public Safety • Financial Loss to Company • Company’s Reputation Loss THREATS CAUSED BY CRISIS
  • 4. Crisis communication is a subspecialty of the public relations profession that is designed to protect and defend an individual, company or organization who is facing a public challenge to its reputation. 4 CRISIS COMMUNICATION
  • 5. 5 Crisis communication is designed to connect a variety of audiences to each another, such as: • Employees • Leadership • Crisis management team • PR team • IT team • Department heads • Security personnel • Local police & first responders • Government officials WHO NEEDS CRISIS COMMUNICATION?
  • 6. 6 STAGES OF CRISIS COMMUNICATION
  • 7. 7 • Competence • Credibility • Caring • Capability • Commitment 5 C’S OF CRISIS COMMUNICATION
  • 8. 8 • PR professionals appear unsure and tentative, since they don’t have facts or information. • Competence of PRO based on how they convey the message during media interviews. • PRO should prepare confidently to showcase their competence. COMPETENCE
  • 9. 9 • The best way to gain credibility is to concede an obvious point. CREDIBILITY
  • 10. 10 The PR Professional need to express the deep commitment to communicate with the general public, media and other stake holders. COMMITMENT
  • 11. 11 • Company professionals should demonstrate caring attitude towards the crisis and the victims of the crisis. • The public will be more worried about the victims of the crisis. CARING
  • 12. 12 • PRO should be capable of resolving the situation or solving the problem. CAPABILITY
  • 13. 13 • Be sympathetic & apologetic • Manage information flow • Manage crisis team to focus on the event • Assume the worst case scenario • Have a trained spokesperson • Resist the aggressive approach • Understand why the media are here • Remember all audiences KEY PRINCIPLES OF CRISIS MANAGEMENT