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Crisis Management Basics

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Mohammad Tawfik
Mohammad Tawfik

A short course on crisis management. The course has four activities to enhance crisis management skills.

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Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis Management BasicsCrisis Management Basics Mohammad TawfikMohammad Tawfik
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is a crisis?What is a crisis?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is a crisis? â—Ź A disruptive and unexpected event that threatens to harm the organization or its stakeholders WikiPedia
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of CrisisElements of Crisis
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A threat to the organization/stakeholders
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź The element of surprise
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A short decision time
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź The old system can no longer be maintained
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A threat to the organization/stakeholders â—Ź The element of surprise â—Ź A short decision time â—Ź We may add to that: "crisis is a process of transformation where the old system can no longer be maintained"
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis ManagementRisk vs. Crisis Management
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis Management â—Ź Risk management involves assessing potential threats and finding the best ways to avoid those threats â—Ź Crisis management involves dealingdealing with threats before, during, and after they have occurred.
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis Management â—Ź We may claim that Risk Management is one of the stages of Crisis Management!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What are the threats yourWhat are the threats your organization may face?organization may face?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Write down as many as you can in ONEONE minute!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org How many came to your mind?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Eliminate the least critical!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What would YOU do?What would YOU do?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Write down as many things as you think of in 45 seconds
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ArrangeArrange the steps you wrote in a step by step planplan!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What happens toWhat happens to youyou in the case of crisis?in the case of crisis?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Your Brain at Work By: David Rock You may want to check the lecture titled: Understand your Brain
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The PrefrontalThe Prefrontal CortexCortex
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org PrefrontalPrefrontal CortexCortex PrefrontalPrefrontal CortexCortex PlanningPlanningPlanningPlanning CreativityCreativityCreativityCreativity DecidingDecidingDecidingDecidingInhibitionInhibitionInhibitionInhibition MemorizingMemorizingMemorizingMemorizing
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Your Prefrontal Cortex needs a LOTLOT of glucose
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org When under stress (or facing a crisis) your prefrontal cortex sits on the sideprefrontal cortex sits on the side while your limbiclimbic system kicks insystem kicks in!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The Limbic system is responsible for “Fight or Flight” responses
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org We can do amazing things …
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org My story with the dog! An example of how bad the limbic system can guide us
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In modern-day conditions, neither fight nor flight is usually useful!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org It is the best time to use ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is crisisWhat is crisis management?management?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Basic Definition â—Ź The ability of employees, managers, or individuals in any type of atmosphere, scenario, or work environment to deal with an emergency or crisis. Universal Class, Inc
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis Management
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Determining ...Determining ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ... Identifying ...... Identifying ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… Planning ...Planning ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… Recovering ...Recovering ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… from many types of crises!from many types of crises!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... â—Ź While painters are working on the fifth floor, where the kitchen and cafeteria are, fire started. â—Ź We are on the seventh floor! â—Ź Is this a crisis?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Identify ... â—Ź What are possible causes? â—Ź How probable? â—Ź What may be the immediate results? â—Ź How serious is that?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Preparation/Mitigation â—Ź How can you eliminate/reduce the possibility of (some or all) the causes? â—Ź How should you prepare for (some or all) the possible immediate results?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... WHEN the fire breaks out … ● Who should be in charge? ● Who should provide help? ● What should they do? ● What would they need? ● What should everyone else do?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... â—Ź What may prevent that plan from working? â—Ź What should be done now for it to work? â—Ź What should be done when it does not work?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning is useful forPlanning is useful for the sake of planning!the sake of planning!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The TEAMTEAM that will actact should be the team that plansplans!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... ● After the fire is over … – ... the building was seriously damaged – ... three fatalities – … thirteen burning injuries – … twenty eight smoke inhalation injuries ● What should be done?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... ● What should be done to the injured? ● What should be done to the families of the killed? ● … families of the injured? ● What should be said to the media? ● Who should do that? ● How to get back to business? ● What else do we need to plan for?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ManagementCrisis Management TeamTeam
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Experienced ...Experienced ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Resourceful ...Resourceful ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Deliberating …Deliberating …
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org You wish ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Run for your life …Run for your life …
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Have fun!Have fun!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org To avoid that ...To avoid that ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis Management Team ● Should be … – Ready – Willing – Able
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ReadyReady
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Planning and deliberating
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready ● Planning and deliberating – On a regular basis – Examining different scenarios – Documenting plans and requirements – Communicating with top management – Communicating with everyone
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear roles and responsibilities
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready ● Clear roles and responsibilities – When it happens … – Who should do what? – Who should communicate with whom? – Who should keep passive?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear lines of authority
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready ● Clear lines of authority – Under such conditions … – Who should take the decision? – Who has the final word? – Whom should we ask about what to do?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear chain of command
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready ● Clear chain of command – Since the plan never works … – Who is the commander in chief?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Practising
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready ● Practising – Mock conditions – Team practices – Drill practices
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... ● We are in this building, while the workers of the nearby factory started rioting! ● Streets are blocked, cars are being vandalized ● You have 100’s of employees, many are parents and many have cars. ● You may become trapped for hours, maybe even overnight! ● Is this a crisis?!Is this a crisis?!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org If so, form a team with your colleagues and ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Identify ... â—Ź What are possible causes? â—Ź How probable? â—Ź What may be the immediate results? â—Ź How serious is that? â—Ź Are there any symptoms that could give you heads-up?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Preparation/Mitigation â—Ź How would you prepare for such a condition? â—Ź What resources do you need? â—Ź What can you do to prevent that from happening?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning … When this happens … ● How would you know what is going on? ● How would you secure the safety of the employees? ● How would you secure the assets of the company? ● How would you calm the parents and car owners? ● Whom should you contact?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... â—Ź What may prevent the plan from being implemented? â—Ź What do you need to do now for the plan to work then?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... When the streets become safe enough … ● How are you going to make sure they are? ● How are you going to ensure the safety of the employees leaving the building? ● What do you need to know about the company assets? ● How will you decide on resuming work?
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Back to the crisis management team ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org WillingWilling
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To spend the time and energy
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing ● To spend the time and energy – Planning and practising is not easy – The mental exercise of searching for sources of trouble is exhaustive – During the crisis you will need to spend extreme levels of effort
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To face dangers
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing ● To face dangers – While everyone is running away, you will not! – In life threatening conditions, you might be the most exposed – While people are in panic, they do not act rationally
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be decisive with others
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing ● To be decisive with others – Claiming authority according to plan – Issuing orders clearly and decisively – Use of physical force when needed!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be blamed when things go wrong
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing ● To be blamed when things go wrong – Things always go wrong! (No way everyone is happy with the outcomes) – People are quick to cast blame and point fingers – Since no plan survives action, you will not work according to plan! (Set prioritized set of goals)
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org AbleAble
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Emotionally stable
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Emotionally stable – Control emotions – Work under pressure – Do not panic!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Open to ideas
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Open to ideas – During planning, no idea is bad! – No scenario is improbable – During action new ideas may be the key for survival – Everyone will be shouting “do this and do that” … listen, and say “thank you!”
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Agreeable personality
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Agreeable personality – During planning you will be dealing with all types of people – Your primary goal of joining the team is to help others! – During action, you will give up time, energy, comfort, and maybe life to help others!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Conscientiousness is needed during the planning NOT during the application!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Conscientiousness is needed during the planning NOT during the application! – Planning needs a lot of details – Planning needs exploring a lot of possibilities – Action does not need a lot of thinking!!!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Physically able
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Physically able – Can you bear the efforts of practising? – Can you bear the efforts of helping others? – Maybe you can help injured, but can not deal with smoke!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have necessary resources
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Have necessary resources – Crisis management costs money – Crisis management needs resources for collecting data – … communicating orders – … helping people – … practising – … preparing for crisis
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have the authority
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able ● Have the authority – Delegated from CEO or board – … to spend money – … to use the time of people – … to interrupt work for drills – … to claim authority during crisis
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... â—Ź This is a private organization. The CEO just died in a car crash! â—Ź Meanwhile, the CEO was negotiating a major project with a client. â—Ź If the project did not go through, the company will be forced to declare bankruptcy regardless of CEO death! â—Ź Is this a crisis?!Is this a crisis?!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org If so, form a team with your colleagues and ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What now? ● Not much can be done for prevention. ● Prepare ... ● Plan … ● Recover ...
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Common CrisisCommon Crisis Management PlanManagement Plan WeaknessesWeaknesses
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to adequately collect information or data and to plan around it.
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to establish a command hierarchy or structure
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Inability to clearly designate team or organizational responsibilities
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Inability to effectively communicate with outside community members
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to consistently update and practice contingency plans
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to make crisis information easily understandable, accessible, and implementable
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In ConclusionIn Conclusion
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In Conclusion ● During crisis, it is not a democracy! ● Start with imagining bad scenarios ● Do what is feasible to prevent them ● Plan what to do when they happen, then plan, and plan more! ● Prioritize outcomes … Plans never work!
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Mohammad Tawfik Mohammad.tawfik@gmail.com http://AcademyOfKnowledge.org
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org BibliographyBibliography
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography ● WikiPedia, “Crisis Management”, https://en.wikipedia.org/wiki/Crisis_management ● Seeger, M. W.; Sellnow, T. L.; Ulmer, R. R. (1998). "Communication, organization and crisis". Communication Yearbook. 21: 231–275. ● Venette, S. J. (2003). Risk communication in a High Reliability Organization: APHIS PPQ's inclusion of risk in decision making. Ann Arbor, MI: UMI Proquest Information and Learning.
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography â—Ź David Rock, Your Brain at Work â—Ź Michael Regester, Judy Larkin, Risk Issues and Crisis Management: A Casebook of Best Practice (PR in Practice) â—Ź Sally J. Ray, Strategic Communication in Crisis Management: Lessons from the Airline Industry
Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography â—Ź Edward S. Devlin, Crisis Management Planning and Execution â—Ź Peter F Anthonissen, Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival â—Ź Dawn R. Gilpin, Priscilla J. Murphy, Crisis Management in a Complex World

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Crisis Management Basics

  • 1. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis Management BasicsCrisis Management Basics Mohammad TawfikMohammad Tawfik
  • 2. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is a crisis?What is a crisis?
  • 3. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is a crisis? â—Ź A disruptive and unexpected event that threatens to harm the organization or its stakeholders WikiPedia
  • 4. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of CrisisElements of Crisis
  • 5. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A threat to the organization/stakeholders
  • 6. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź The element of surprise
  • 7. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A short decision time
  • 8. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź The old system can no longer be maintained
  • 9. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis â—Ź A threat to the organization/stakeholders â—Ź The element of surprise â—Ź A short decision time â—Ź We may add to that: "crisis is a process of transformation where the old system can no longer be maintained"
  • 10. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis ManagementRisk vs. Crisis Management
  • 11. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis Management â—Ź Risk management involves assessing potential threats and finding the best ways to avoid those threats â—Ź Crisis management involves dealingdealing with threats before, during, and after they have occurred.
  • 12. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Risk vs. Crisis Management â—Ź We may claim that Risk Management is one of the stages of Crisis Management!
  • 13. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What are the threats yourWhat are the threats your organization may face?organization may face?
  • 14. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Write down as many as you can in ONEONE minute!
  • 15. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org How many came to your mind?
  • 16. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Eliminate the least critical!
  • 17. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What would YOU do?What would YOU do?
  • 18. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Write down as many things as you think of in 45 seconds
  • 19. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ArrangeArrange the steps you wrote in a step by step planplan!
  • 20. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What happens toWhat happens to youyou in the case of crisis?in the case of crisis?
  • 21. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Your Brain at Work By: David Rock You may want to check the lecture titled: Understand your Brain
  • 22. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The PrefrontalThe Prefrontal CortexCortex
  • 23. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org PrefrontalPrefrontal CortexCortex PrefrontalPrefrontal CortexCortex PlanningPlanningPlanningPlanning CreativityCreativityCreativityCreativity DecidingDecidingDecidingDecidingInhibitionInhibitionInhibitionInhibition MemorizingMemorizingMemorizingMemorizing
  • 24. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Your Prefrontal Cortex needs a LOTLOT of glucose
  • 25. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org When under stress (or facing a crisis) your prefrontal cortex sits on the sideprefrontal cortex sits on the side while your limbiclimbic system kicks insystem kicks in!
  • 26. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
  • 27. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The Limbic system is responsible for “Fight or Flight” responses
  • 28. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org We can do amazing things …
  • 29. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org My story with the dog! An example of how bad the limbic system can guide us
  • 30. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In modern-day conditions, neither fight nor flight is usually useful!
  • 31. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org It is the best time to use ...
  • 32. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What is crisisWhat is crisis management?management?
  • 33. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Basic Definition â—Ź The ability of employees, managers, or individuals in any type of atmosphere, scenario, or work environment to deal with an emergency or crisis. Universal Class, Inc
  • 34. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Elements of Crisis Management
  • 35. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Determining ...Determining ...
  • 36. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ... Identifying ...... Identifying ...
  • 37. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… Planning ...Planning ...
  • 38. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… Recovering ...Recovering ...
  • 39. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org …… from many types of crises!from many types of crises!
  • 40. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
  • 41. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... â—Ź While painters are working on the fifth floor, where the kitchen and cafeteria are, fire started. â—Ź We are on the seventh floor! â—Ź Is this a crisis?
  • 42. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Identify ... â—Ź What are possible causes? â—Ź How probable? â—Ź What may be the immediate results? â—Ź How serious is that?
  • 43. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Preparation/Mitigation â—Ź How can you eliminate/reduce the possibility of (some or all) the causes? â—Ź How should you prepare for (some or all) the possible immediate results?
  • 44. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... WHEN the fire breaks out … â—Ź Who should be in charge? â—Ź Who should provide help? â—Ź What should they do? â—Ź What would they need? â—Ź What should everyone else do?
  • 45. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... â—Ź What may prevent that plan from working? â—Ź What should be done now for it to work? â—Ź What should be done when it does not work?
  • 46. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
  • 47. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning is useful forPlanning is useful for the sake of planning!the sake of planning!
  • 48. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org The TEAMTEAM that will actact should be the team that plansplans!
  • 49. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... â—Ź After the fire is over … – ... the building was seriously damaged – ... three fatalities – … thirteen burning injuries – … twenty eight smoke inhalation injuries â—Ź What should be done?
  • 50. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... â—Ź What should be done to the injured? â—Ź What should be done to the families of the killed? â—Ź … families of the injured? â—Ź What should be said to the media? â—Ź Who should do that? â—Ź How to get back to business? â—Ź What else do we need to plan for?
  • 51. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ManagementCrisis Management TeamTeam
  • 52. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org
  • 53. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Experienced ...Experienced ...
  • 54. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Resourceful ...Resourceful ...
  • 55. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Deliberating …Deliberating …
  • 56. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org You wish ...
  • 57. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Run for your life …Run for your life …
  • 58. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Have fun!Have fun!
  • 59. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org To avoid that ...To avoid that ...
  • 60. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis Management Team â—Ź Should be … – Ready – Willing – Able
  • 61. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org ReadyReady
  • 62. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Planning and deliberating
  • 63. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Planning and deliberating – On a regular basis – Examining different scenarios – Documenting plans and requirements – Communicating with top management – Communicating with everyone
  • 64. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear roles and responsibilities
  • 65. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear roles and responsibilities – When it happens … – Who should do what? – Who should communicate with whom? – Who should keep passive?
  • 66. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear lines of authority
  • 67. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear lines of authority – Under such conditions … – Who should take the decision? – Who has the final word? – Whom should we ask about what to do?
  • 68. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear chain of command
  • 69. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Clear chain of command – Since the plan never works … – Who is the commander in chief?
  • 70. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Practising
  • 71. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Ready â—Ź Practising – Mock conditions – Team practices – Drill practices
  • 72. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
  • 73. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... â—Ź We are in this building, while the workers of the nearby factory started rioting! â—Ź Streets are blocked, cars are being vandalized â—Ź You have 100’s of employees, many are parents and many have cars. â—Ź You may become trapped for hours, maybe even overnight! â—Ź Is this a crisis?!Is this a crisis?!
  • 74. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org If so, form a team with your colleagues and ...
  • 75. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Identify ... â—Ź What are possible causes? â—Ź How probable? â—Ź What may be the immediate results? â—Ź How serious is that? â—Ź Are there any symptoms that could give you heads-up?
  • 76. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Preparation/Mitigation â—Ź How would you prepare for such a condition? â—Ź What resources do you need? â—Ź What can you do to prevent that from happening?
  • 77. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning … When this happens … â—Ź How would you know what is going on? â—Ź How would you secure the safety of the employees? â—Ź How would you secure the assets of the company? â—Ź How would you calm the parents and car owners? â—Ź Whom should you contact?
  • 78. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Planning ... â—Ź What may prevent the plan from being implemented? â—Ź What do you need to do now for the plan to work then?
  • 79. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Recovering ... When the streets become safe enough … â—Ź How are you going to make sure they are? â—Ź How are you going to ensure the safety of the employees leaving the building? â—Ź What do you need to know about the company assets? â—Ź How will you decide on resuming work?
  • 80. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Back to the crisis management team ...
  • 81. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org WillingWilling
  • 82. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To spend the time and energy
  • 83. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To spend the time and energy – Planning and practising is not easy – The mental exercise of searching for sources of trouble is exhaustive – During the crisis you will need to spend extreme levels of effort
  • 84. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To face dangers
  • 85. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To face dangers – While everyone is running away, you will not! – In life threatening conditions, you might be the most exposed – While people are in panic, they do not act rationally
  • 86. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be decisive with others
  • 87. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be decisive with others – Claiming authority according to plan – Issuing orders clearly and decisively – Use of physical force when needed!
  • 88. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be blamed when things go wrong
  • 89. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Willing â—Ź To be blamed when things go wrong – Things always go wrong! (No way everyone is happy with the outcomes) – People are quick to cast blame and point fingers – Since no plan survives action, you will not work according to plan! (Set prioritized set of goals)
  • 90. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org AbleAble
  • 91. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Emotionally stable
  • 92. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Emotionally stable – Control emotions – Work under pressure – Do not panic!
  • 93. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Open to ideas
  • 94. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Open to ideas – During planning, no idea is bad! – No scenario is improbable – During action new ideas may be the key for survival – Everyone will be shouting “do this and do that” … listen, and say “thank you!”
  • 95. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Agreeable personality
  • 96. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Agreeable personality – During planning you will be dealing with all types of people – Your primary goal of joining the team is to help others! – During action, you will give up time, energy, comfort, and maybe life to help others!
  • 97. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Conscientiousness is needed during the planning NOT during the application!
  • 98. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Conscientiousness is needed during the planning NOT during the application! – Planning needs a lot of details – Planning needs exploring a lot of possibilities – Action does not need a lot of thinking!!!
  • 99. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Physically able
  • 100. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Physically able – Can you bear the efforts of practising? – Can you bear the efforts of helping others? – Maybe you can help injured, but can not deal with smoke!
  • 101. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have necessary resources
  • 102. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have necessary resources – Crisis management costs money – Crisis management needs resources for collecting data – … communicating orders – … helping people – … practising – … preparing for crisis
  • 103. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have the authority
  • 104. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Able â—Ź Have the authority – Delegated from CEO or board – … to spend money – … to use the time of people – … to interrupt work for drills – … to claim authority during crisis
  • 105. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org CRISISCRISIS
  • 106. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Crisis ... â—Ź This is a private organization. The CEO just died in a car crash! â—Ź Meanwhile, the CEO was negotiating a major project with a client. â—Ź If the project did not go through, the company will be forced to declare bankruptcy regardless of CEO death! â—Ź Is this a crisis?!Is this a crisis?!
  • 107. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org If so, form a team with your colleagues and ...
  • 108. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org What now? â—Ź Not much can be done for prevention. â—Ź Prepare ... â—Ź Plan … â—Ź Recover ...
  • 109. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Common CrisisCommon Crisis Management PlanManagement Plan WeaknessesWeaknesses
  • 110. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to adequately collect information or data and to plan around it.
  • 111. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to establish a command hierarchy or structure
  • 112. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Inability to clearly designate team or organizational responsibilities
  • 113. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Inability to effectively communicate with outside community members
  • 114. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to consistently update and practice contingency plans
  • 115. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Failure to make crisis information easily understandable, accessible, and implementable
  • 116. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In ConclusionIn Conclusion
  • 117. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org In Conclusion â—Ź During crisis, it is not a democracy! â—Ź Start with imagining bad scenarios â—Ź Do what is feasible to prevent them â—Ź Plan what to do when they happen, then plan, and plan more! â—Ź Prioritize outcomes … Plans never work!
  • 118. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Mohammad Tawfik Mohammad.tawfik@gmail.com http://AcademyOfKnowledge.org
  • 119. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org BibliographyBibliography
  • 120. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography â—Ź WikiPedia, “Crisis Management”, https://en.wikipedia.org/wiki/Crisis_management â—Ź Seeger, M. W.; Sellnow, T. L.; Ulmer, R. R. (1998). "Communication, organization and crisis". Communication Yearbook. 21: 231–275. â—Ź Venette, S. J. (2003). Risk communication in a High Reliability Organization: APHIS PPQ's inclusion of risk in decision making. Ann Arbor, MI: UMI Proquest Information and Learning.
  • 121. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography â—Ź David Rock, Your Brain at Work â—Ź Michael Regester, Judy Larkin, Risk Issues and Crisis Management: A Casebook of Best Practice (PR in Practice) â—Ź Sally J. Ray, Strategic Communication in Crisis Management: Lessons from the Airline Industry
  • 122. Crisis Management Basics Mohammad Tawfik #AcademyOfKnowledge http://AcademyOfKnowledge.org Bibliography â—Ź Edward S. Devlin, Crisis Management Planning and Execution â—Ź Peter F Anthonissen, Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival â—Ź Dawn R. Gilpin, Priscilla J. Murphy, Crisis Management in a Complex World