3 ways to manage your response to a crisis

A major challenge that any business organization faces is how to react, and what to say and do during an unexpected crisis.

The danger is that the business’s reputation, carefully built over many years, could be destroyed in a matter of hours or days because of an inadvertent incident resulting in major customer dissatisfaction-or worse, physical injury or damage to property.

It is not just the situation itself that is the problem, but also how the public will perceive both it and your business during and after the crisis. We asked Connie Kalagayan, who has over 25 years experience in the areas of issues and crisis management, for some quick tips on how to manage a crisis event.

1. Communication is key

Many believe that with less or no talk at all, less mistakes would be committed. Instead, please do not ignore and hide, but take action and accept responsibility when a problem happens. It is better to over-prepare than be caught off-guard when things like these happen.

2. Develop and strengthen your relationships with your stakeholders, partners and media

You need to have their full support as well as the cooperation of your management and employees to work as one if challenged by a crisis. Also note that the media can be your ally. When a crisis happens, you should prepare and provide the media with a statement including all the facts and figures regarding the situation, plus actions that your company is taking to solve the problem.

Do not wait for them to hound you, bring the facts to them to avoid unnecessary speculation and conclusions.

3. Develop policies and systems, and a crisis manual

Managing a crisis does not always mean you have to spend, and it shouldn’t be costly, as long as you have prepared yourselves for the eventuality of a crisis. What is important is to practice good corporate governance, have policies and systems in place, as well as an updated crisis manual, which should be handy if the unimaginable happens.

Connie will hold a workshop with Inquirer Academy entitled “Issues and Crisis Management: Responding to Media in Times of Crisis” which will help organizations respond to traditional and social media. The workshop will be held on April 27 to 28.

The Inquirer Academy is at 4168 Don Chino Roces Ave. corner Ponte St., Makati City. For more information about the workshops or if you would like to add your input on the article, you may e-mail [email protected], call (632) 834-1557 or 800-8110 and look for Jerald Miguel, or visit the website at www.inquireracademy.com.