Crisis communication
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Talk given to the Colorado Bicycle Event Coalition, January 21, 2016. www.bicyclestate38.com
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Crisis communication
- 1. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 3. Crisis Communications Alternatives to HELP? Or WTF? Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 4. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 5. James H. Moss, J.D. • OSU Environmental Interpretation • Capital Law School, J.D. • 500 Clients in Outdoor Recreation Field – Individuals to Organizations – Concessionaires & Permittees – Manufactures to Retailers Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 6. Trials • Whitewater Rafting Companies • Snow Mobiles • Ropes Course • Canoe Liveries • Climbing Gyms • Land owners Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 7. Adjunct Instructor Ski Area Operations Risk Management Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 8. US Representative Union Internationale Des Associations D’Alpinisme (International Mountaineering & Climbing Federation) • Member of the Legal Committee Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 9. American Society of Testing and Materials F08 Sports Equipment & Facilities F27 Snow Skiing F32 Search & Rescue 57 Committees in total including all bike committees Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 10. Recreation-Law.com Weekly Case Analysis Weekly Legal Analysis News & Information Including 33 articles about cycling lawsuitsColorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 11. Author Outdoor Recreation Insurance, Risk Management and Law Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 12. Contact Info • www.Recreation-Law.com • Twitter: RecreationLaw • Facebook: Rec Law Now • FB Page: Outdoor Recreation Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 13. Accomplishments Only Person to win Board of Land Appeals 16 Fatalities with no $$ paid Work as a River, Mountain, Jungle, Cycling & Rock Climbing Guide I still Guide I’ve participated in 54 trials 15 in OR 2 Colnagos 1 Lightspeed 1 Giant 1 Felt (Fat Tire) 2 Niners 1 DaVinci & 2 more……. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 15. Disclaimer: All legal advice by it’s very nature is subject to change and the laws of each state. All legal advice requires a review by your local attorney Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 16. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 17. What you Learn • My Purpose is to inform & Educate • Your job is to apply information to your program Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 18. Crisis Communication Who When Why Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 19. Who First? Deal with the Victim
- 20. Who is the Victim(s) Anyone who was bleeding, unconscious or in pain Anyone related to the above Anyone who was with the above Anyone who saw any blood or pain Any guest who heard about the incident All Employees of yours Outside sources who responded to the incident Remember: A Victim was originally a guest of your event Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 21. A Crisis is defined by your guest, not by you. Just because you do not define the situation as a crisis, does not mean it is not one. Every crisis requires a response, no matter what your position in the crisis Get Help: It will provide support for you and confidence for your guest Goal 1 is to resolve the crisis. You may not solve it. Goal 2 is to bring the person in crisis to a better emotional level Goal 3 is to survive the crisis yourself Crisis Response Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 22. What is a Crisis A crisis is a problem as defined by the person having the crisis!
- 23. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 24. Ten Commandments of Dealing with People in a Crisis THOU SHALL NOT LIE. THOU SHALL TRULY CARE FOR YOUR GUEST. THINK “WHAT IS RIGHT” IDENTIFY ALL OF THE POSSIBLE VICTIMS AND DEAL WITH ALL VICTIMS COMMUNICATE: ANY INFORMATION IS HELPFUL MAKE NO PROMISES, EXCEPT THAT YOU WILL FIND THE ANSWERS. PROVIDE FACTS, NEVER PROVIDE OPINIONS UNDERSTAND THE PROBLEMS, NOT THE CAUSE FOLLOW UP, NEVER FORGET THEM START & END YOUR APPROACH WITH YOUR REASON FOR EXISTING Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 25. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 26. 7 Mistakes Made by People who are called Defendant Hire and retain Uncaring Employees: Hire Well, Train Well, and Treat Well Failing to Know Your Guests and why they are riding with you. Failing to Treat Your Guests the Way They Want to Be Treated Examining the problem from Your Perspective: Your Guest sees the problem differently than you. The Guest may not even understand the problem. Placing a ridiculous value on principles and pride. Principles & Pride Goeth Before a Lawsuit Never know Why you are being sued: Sticking your head in the sand, or passing the problem to a lawyer does not resolve the problem. Forgetting What Your Mother Taught You: If you act like your mother taught you, you won’t be sued. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 27. What do these definitions mean No Lawsuits Happy Customers
- 28. In 15 years 16 Fatalities 3 Quadriplegics 3 Paraplegics 1 Lawsuit 7000 medical incidents 1 check for $100 Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 29. Why do People Sue Not for the reasons you think!
- 30. Why do people sue? The only thing you can get from a judge is money January 21, 2016 © 2016 James H. Moss Colorado Bicycle Event Coalition BikeState38.com
- 31. Reasons Why People Sue Why This questions is never answered How No one will Answer this question Where Why won’t they tell me where the accident happened Answers No one will answer my questions Justice I want justice its been promised to me since first grade Community I don’t want anyone else damaged by this company Retribution I want to put them out of business January 21, 2016 © 2016 James H. Moss Colorado Bicycle Event Coalition BikeState38.com
- 32. Reasons Why People Sue Communication I want someone important to talk to me Acknowledgement I want them to admit they were wrong Revenge they should not have treated me that way Closure Important in the US today. Send a Message to protect others or to get a reaction or a change To Change the World Moral Vindication I as right! Moral Justification I was not responsible for my child’s injuries January 21, 2016 © 2016 James H. Moss Colorado Bicycle Event Coalition BikeState38.com
- 33. A Plaintiff was a Guest but for a brief moment in time. What happened to change that relationship? Everything else was in your hands that created the change in their relationship with you. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss
- 34. Don’t think about injured guests any other way than as guests If you don’t identify an injured guest as a plaintiff the injured guest may not either!
- 35. Colorado Bicycle Event Coalition BikeState38.com January 21, 2016 © 2016 James H. Moss Cyclists!
- 36. Thanks