1. Panteio University of Political and Social
Sciences
Department of Communication, Media and Culture
Advertising and Public Relations Lab
Crisis Management Workshop
Instructor: Mania Xenou, CEO Reliant
Communications
Head of Advertising & PR Lab, Assistant Professor
Betty Tsakarestou (@tsakarestou)

2. Crisis Simulation: Food Poisoning
Food Catering Team

3.  This is a - special situation which could
develop in event-incident.
We collect any
information regarding the
operation of the restaurant
and food quality
We are planning the
controls
We design our
first moves

4.  Immediate meeting of the crisis management
team to the predetermined or the alternative
meeting point and immediate
implementation of the manual
 Check of all safety devices
 Control of the crisis control centers readiness
(Incident Control Room)
 Secretarial support / readily
 Legal support / direct
 Responsibilities.

5.  We evaluated the facts
 We re-assessed the events
 We remained calm
 We analyzed the level of crisis (Class 3)
 We anticipated the developments
 We evaluated the worst case scenario
 We evaluated the parties involved.
 We took decisions (daily press
releases, surveys, controls )

6. It is not required immediate
action, because we are wainting the
results of Ms Lagardes medical
examination, so that we can be sure about
the exact causes of the malaise.
Therefore, there is sufficient time (24
hours) for a more detailed evaluation ..

7. The danger is not imminent. Initially, the
employees of our company are not facing
any immediate risk to their health or for
their physical integrity. Regarding our
customers (staff Ministry of Finance), they
may be at some risk if proven to have food
poisoning from our food.
For the activity of our company, there is a
risk to its credibility and reputation.

8.  What is the time frame for action? 24 hours
 The Media have been informed or involved?
We assume that they have been updated.
Also, they have not contacted us yet but
nevertheless, soon enough we will have a
ready announcement - press release about
the incident.

9.  The competent authorities have been
informed?
The competent principles have been notified.
 There is any evidence of a real risk? There is
no evidence to prove the existence of a real
risk, there are only indications.

10.  The incident may not be related with the
company.
 It can constitute a single incident as Ms.
Lagarde may be hypersensitive to any of
the food.
 Contamination of food by exogenous
factors.

11.  "Terrorist" attack
 Mass food poisoning
 Deterioration of Mrs Lagarde’s
health or fatal outcome
 Withdrawal of our
certifications
 Irreparably taint to the Brand.

12.  The company
 The hotel
 The staff of the Ministry of Finance
and the IMF.
 Media
 Public Opinion
 The doctor who made ​​the initial
diagnosis.
 The competent authorities

14.  FOOD CATERING is the second largest catering
company in the Greek market
 Comply with all conditions necessary to control
throughout the production process, with quality
certificate ISO and HACCP certificate for good
hygiene and safety procedures.
 Also, it applies its own internal control system
FoodNet, which imposes the parent company and
which concerns the safety and hygiene.
 Our company has already begun to ensure all the
necessary measures and checks to see whether
there is any connection of this incident with the
consumption of our products.
 We wish a speedy recovery to Mrs. Lagarde.

17.  FOOD CATERING has received no later
official update on the situation of Ms.
Christine Lagarde, neither has been
informed that another person has deceased.
 We carry out additional checks, in
collaboration with the competent authorities
 As soon as we get any news we will contact
you.

19.  We declare, that the audits conducted by the
relevant departments of the State (EFET General
Chemical State) but also from private to all foods
showed that there is no pathogen.
 All the staff was checked and no one suffers from
stomach problems or other illness.
 Rumors of terrorist attack we can state that at the
operational level we did all the necessary checks
on security systems. In addition, the human
resource management considered all the group
members in an effort to elucidate the case.
 FOOD CATERING has nothing to do with the
incapacitation of members of the International
Monetary Fund

22.  Our company has conducted inspections in
cooperation with government agencies
(EFET General State Laboratory, Ministry of
Finance)
 The results have shown that there is
absolutely no problem in food and our
manufacturing process.
 The HRM examined all relevant States
towards unraveling the case.