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How can you become an expert in crisis management?

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Crisis management is a vital skill for any corporate communicator, as it involves protecting the reputation, trust, and stakeholder relationships of an organization in the face of unexpected challenges or threats. Whether it is a product recall, a data breach, a lawsuit, or a public scandal, a crisis can damage the image and performance of a business if not handled properly. How can you become an expert in crisis management and help your organization navigate through turbulent times? Here are some tips to follow.

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Oliver Contla

Diplomático Mexicano | Economía y Comercio en la Embajada de México en Alemania | Vicepresidente del CWHR
....VIKRAM KHARVI ....

CEO - Bloomingdale PR | Fractional CMO - ANSSI Wellness | Elevating Brands with a Strategic Blend of Marketing…
Norlin Albakri

Capital market regulation and compliance specialist

1 Know your risks

The first step to becoming an expert in crisis management is to identify and assess the potential risks that your organization faces, both internally and externally. You should conduct a risk analysis, which is a systematic process of evaluating the likelihood and impact of various scenarios that could affect your business. This will help you prioritize the most urgent and critical issues, and prepare contingency plans for them. You should also monitor the external environment, such as the media, the market, the competitors, and the public opinion, for any signs of emerging threats or opportunities.

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....VIKRAM KHARVI ....

CEO - Bloomingdale PR | Fractional CMO - ANSSI Wellness | Elevating Brands with a Strategic Blend of Marketing Communications
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To become an expert in crisis management: Educate Yourself: Pursue formal education in crisis management, public relations, or a related field. Stay Informed: Keep up-to-date with current events, industry trends, and case studies in crisis management. Gain Experience: Work in roles that involve crisis planning and response. Hands-on experience is invaluable. Learn from Experts: Seek mentorship or guidance from established crisis management professionals. Develop Communication Skills: Master clear, concise, and effective communication, crucial in crisis situations. Attend Workshops and Seminars: Participate in specialized training sessions or workshops on crisis management.

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Navein Naidu

Driving Results | Fintech | Problem Solver | Management Consultant | Transformation | Turnarounds | MBA
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A well run ERM and BCM/BCP practice should already highlight the most critical risks. This should form the basis of your call list/escalation ladder. For example if you're an oil & gas upstream service provider, you should already have a handle on your most risky regions, segments, what can go wrong and have practiced scenarios accordingly

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2 Build your team

The second step to becoming an expert in crisis management is to build and train a team of professionals who can handle different aspects of a crisis situation. You should have a core team that includes the senior management, the legal counsel, the public relations, and the technical experts, who can make strategic decisions and communicate with the key stakeholders. You should also have a support team that includes the human resources, the customer service, the operations, and the security, who can execute the operational tasks and provide assistance to the affected parties. You should ensure that your team members have clear roles and responsibilities, and that they are familiar with the crisis management plan and protocols.

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Oliver Contla

Diplomático Mexicano | Economía y Comercio en la Embajada de México en Alemania | Vicepresidente del CWHR
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I'd like to focus particularly on the significance of the support team, as their role is often pivotal yet understated. The inclusion of an administrative liaison capable of making informed decisions is critical. This individual should be deeply familiar with the organization's policies and procedures to avoid rushed decisions that might lead to additional problems. During a crisis, the tendency to make hasty decisions under pressure is a common pitfall. The administrative liaison, therefore, plays a crucial role supporting the entire team. This support is not just about decision-making but also extends to providing essential resources like connectivity and transportation, which are vital for optimal performance under crisis conditions.

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3 Communicate effectively

The third step to becoming an expert in crisis management is to communicate effectively with your internal and external audiences. You should have a communication plan that outlines the objectives, messages, channels, and timing of your communication during a crisis. You should be transparent, honest, and empathetic, and avoid speculation, blame, or defensiveness. You should also be consistent, coherent, and responsive, and provide regular updates and feedback to your stakeholders. You should also monitor the media and social media, and address any misinformation, rumors, or negative comments.

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Navein Naidu

Driving Results | Fintech | Problem Solver | Management Consultant | Transformation | Turnarounds | MBA
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Employees should be briefed from top to bottom on crisis communications, escalation procedures and who to reach out to in the first instance when there is a disaster, being contacted by media or other public facing interactions. At one of my past clients, there was a PR disaster because there was inadequate escalation procedures and staff were attempting to "repair" the company reputation on their own and several uncoordinated attempts backfired on social media. A simple briefing to redirect all enquiries to a central person could have avoided this

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4 Learn from experience

The fourth step to becoming an expert in crisis management is to learn from your experience and improve your skills and processes. You should conduct a post-crisis evaluation, which is a comprehensive review of how you handled the crisis, what worked well, what went wrong, and what can be done better. You should collect feedback from your team members, your stakeholders, and your customers, and analyze the outcomes and impacts of your actions. You should also document the lessons learned, the best practices, and the recommendations for future improvement.

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5 Stay updated

The fifth step to becoming an expert in crisis management is to stay updated on the latest trends, tools, and techniques in the field. You should keep yourself informed of the current issues and challenges that affect your industry, your organization, and your stakeholders. You should also seek opportunities to network with other professionals, attend seminars and workshops, read books and articles, and join online communities and forums. You should also seek feedback and mentoring from your peers and seniors, and enhance your knowledge and skills through continuous learning and development.

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6 Practice regularly

The sixth step to becoming an expert in crisis management is to practice regularly and test your readiness and effectiveness. You should conduct simulations and drills, which are realistic exercises that mimic a crisis scenario and test your team's response and performance. You should also review and update your crisis management plan and protocols, and ensure that they are aligned with your organizational goals and values. You should also train and educate your team members, your stakeholders, and your customers, and ensure that they are aware of their roles and expectations during a crisis.

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Norlin Albakri

Capital market regulation and compliance specialist
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The scenarios used in the drill should not be the same. Use of different and realistic scenarios will highlight gaps in different areas.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you become an expert in crisis management?

1

2

3

4

5

6

7

1 Know your risks

2 Build your team

3 Communicate effectively

4 Learn from experience

5 Stay updated

6 Practice regularly

7 Here’s what else to consider

Corporate Communications

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How can you become an expert in crisis management?

1

2

3

4

5

6

7

1 Know your risks

2 Build your team

3 Communicate effectively

4 Learn from experience

5 Stay updated

6 Practice regularly

7 Here’s what else to consider

Corporate Communications

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