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Upon completion of this lesson, the successful participant will be able to: Explain the relationship among vision, mission, strategy, and implementation mechanisms; create your personal leadership vision; use the common themes of powerful visions in your life and work; understand how leaders formulate and implement strategy; apply the elements of effective strategy.
Art of Leadership & Motivation HRM – 760 Lecture 14 FACILITATOR Prof Dr Mohammad Majid Mahmood HOW TO DEAL WITH CRISIS ? Stages of Crisis Management Like most human events, crisis can be described in terms of stages, or relatively identifiable sequences of events and reactions. Stages enable planners to monitor risks, progress, target stakeholders, and take strategic action appropriate to the stage. Mitroff’s Stages of Crisis Management Model Avoiding Preparing to Recognizing Containing manage crisis crisis crisis crisis Resolving crisis Learning from crisis 1) Avoiding Crisis a) Make crisis planning a part of your strategic planning b) Get together and share ideas – work with colleagues to analyze your situation c) Perform a SWOT analysis d) Narrow your crisisrisk list – focus on the crisis that would have the worst result, would be most likely to occur 2) Preparing to Manage Crisis Recognize the risks and costs a) Brainstorm potential crisis. Consider the ‘whatifs‘ b) Once you have determined what crises you need to plan for, consider ways to minimize these risks and the costs for each risk. c) Consider everything that could go wrong, in the order of importance and its costs Develop A Crisis Plan After you have selected a key whatif scenario and analyzed possible consequences, brainstorm the kinds of decisions that will have to be made and who should make these decisions. Also perform a reality check to identify possible unintended & undesirable side effects DIG DEEP FOR THE ROOT CAUSE • Under the pressures of a crisis, there is temptation to jump to quickfix solutions that may mask the real problems and may result in repeated crisis. • Symptoms Root Causes • The only way to solve these problems is to understand their root causes and implement real solutions Crisis Management Team CMT Composition: Membership should be based on representation, knowledge, and skill CMT Responsibilities: • Coordinate all crisis related activities • Gathering and reviewing facts of crisis • Determining crisis response activities • Allocate resources • Specifying internal and external communications • Training staff • Establishing relationships with stakeholders • Monitor progress and continuing situation assessment Ensure that all CMT members are trained before the crisis occurs CMT - Training The training of the Crisis Management Team is one of the critical success factors that must be addressed if an adequate response is to be achieved. Principles of Effective Training: Training Need Assessment: Contents: Trainer: Methods: Evaluation: Crisis Management What media want to know in a crisis? • • • • • • • • • • What happened? Were there any deaths or injuries? What is the extent of the damage? Is there a danger of future injuries or damage? Why did it happen? Who or what is responsible? What is being done about it? When will it be over? Has it happened before? Were there any warning signs of the problem? Media Demands • Accuracy and simplicity • Statistics which are explained • Context of information • Comments from highest authority • Both sides of the issue • Speed, speed and speed YOU’RE IN THE SPOTLIGHT • In a crisis, everyone watches what you do. Whether you like it or not, you are in the spotlight. • The key is getting out in front of the crisis in its first hours with clear statements, both internally and externally • Accept responsibility and build confidence & credibility The Ideal Spokesperson • Polite & patient • Wellinformed • Accurate & reliable • Fluent • Available • Trustworthy 3) Recognizing Crisis Is it a crisis? Has the event in question caused, or does it has the potential to cause Yes No Injury to any person? A threat to the health and safety of any person? A threat to the environment? A breakdown or a threat to your reputation? A serious threat to employee’s morale and wellbeing? A loss of data? Serious financial loss? A legal action against your organization Interpreting your score: If you answered yes to any of the above questions, you are probably dealing with an approaching crisis 4) Containing Crisis “One’s objective should be to get it right, get it quick, get it out, and get it over.” Warren Buffet 1) When a crisis strikes, the first thing you must do is to contain it. 2) You must make decisions quickly. 3) Be on the scene. Your physical presence is important. 4) Communicate about the crisis quickly – expect rumors and false information, notify key people (management, general public, or employees, vendors, government authorities and clients), and stick to the facts (do not guess or attempt to cover up). 5) Resolving Crisis A crisis requires fast, confident decision making. But how do you make good decisions when events move so quickly, when things are confusing, and when it is hard to sort out what’s important. Managing emotions that accompany a crisis, effective leader’s role, and taking effective action can help The Leader’s Role A leader in crisis responds by: Facing the crisis – turning fear into positive action Being vigilant – watching for new developments and recognizing the importance of new information Maintaining focus on the priorities – ensuring that people are safe first Assessing and responding Taking action Activate your crisis plan Help everyone work together Avoid blaming others Do what needs to be done 6) Learning from Crisis When you survive a crisis, don’t just try to put it behind you. Rather take the opportunity to learn from the experience and make changes to avoid or prepare for another similar event Review how the crisis was handled. Ask yourself the following questions: Could we have prevented the crisis? If so how? At what point did we realize we were in crisis? Could we have recognized the signs earlier? What warning signals went off that we may have ignored? What warning signals did we pay attention to? What did we do right? What could we have done better? Crisis Management • Publicly promise that to the best of organization's ability similar situations will never occur • Go beyond community`s and victim`s expectations. • Adverse situations managed quickly cost far less and are controversial for much shorter periods of time Prepare Contingency Plans in Advance Plan for the Next One Get input from everyone Incorporate the ideas and information in your next round of strategic planning Break the crisis down into component parts, to analyze how you might handle a similar crisis more effectively next time CRISIS MAY BE YOUR DEFINING MOMENT • The crisis you are facing, or inevitably will face, may be the defining moment in your professional life. • Leaders who don’t take advantage of crises to make longterm changes not only waste opportunities but sow the seeds for a repeat experience • Do your best and leave the rest to ALLAH FACILITATOR Prof. Dr. Mohammad Majid Mahmood ... Were there any warning signs? ?of? ?the problem? Media Demands • Accuracy? ?and? ?simplicity • Statistics which are explained • Context? ?of? ?information • Comments from highest authority • Both sides? ?of? ?the issue • Speed, speed? ?and? ?speed ... the order of? ? importance? ?and? ?its costs Develop A Crisis Plan After you have selected a key whatif scenario and? ? analyzed possible consequences, brainstorm the kinds of? ? decisions... occurs CMT - Training The training? ?of? ?the Crisis Management Team is one? ?of? ?the critical success factors that must be addressed if an adequate response is to be achieved. Principles? ?of? ?Effective Training: