When things hit the fan in business, it can feel like the end of the world. But hey, don't sweat it! If you've got a crisis management plan in place, you can weather the storm like a boss. Nobody can predict when or how a crisis will hit, but there are some basic guidelines you can follow to get through it.
These crisis management principles can be adapted to fit most situations, so businesses can prepare ahead of time for any potential issues that might come their way. So, let's dive in and learn how to develop a crisis management process that can help you stay cool, calm, and collected when the going gets tough.
Let's talk about business crises. Basically, it's an unexpected event, situation, or news story that can really hurt a company's reputation, credibility, or even its survival. And trust me, it can come from anywhere. It might be a bad review on social media or an unhappy employee. Remember the 'Tide Pod Challenge'? That was a pretty infamous crisis.
There are eight different types of crises, and some are preventable, while others are not. This is why it's important to have different crisis management plans depending on the situation. Crisis management is all about managing and reducing the damage caused by a crisis. We've got a blog post on how to create a crisis management plan if you want to check it out.
A crisis can happen to anyone, even a small company or just one person. It doesn't have to be a huge nationwide issue. Different companies are vulnerable to different types of crises, so it's important to have specific plans for the industry or niche. Remember, being prepared is key.
Have you ever wondered who can be affected by a crisis? Well, it turns out that it's not just huge corporations or public companies. Even a small business with only five employees or a single person can be hit by a crisis. It doesn't have to be something that happens on a national scale or in front of a large audience. Depending on the type of business, different types of crises may occur. That's why it's crucial to have a specific crisis management plan that's tailored to your industry or niche.
But how do you prepare for a crisis? The key is to have a crisis management plan in place before anything happens. We've got a recent blog post that outlines how to do just that. The steps include defining your crisis criteria, identifying your chain of command, creating response plans, establishing internal and external communications, and providing training.
It's important to note the difference between crisis management and crisis action. Crisis management is all about preparation, monitoring, and training for a crisis response. Crisis action, on the other hand, is actually implementing the plan when a crisis occurs. While not every company will face a crisis that requires action, every company should have a crisis management plan.
So, how do you put your crisis management plan into action? Start by anticipating and preparing for various scenarios that could affect your business. This involves defining your crisis criteria, creating a crisis management team, conducting risk assessments, and implementing the steps outlined in your plan.
One final thing to keep in mind during a crisis is to have a consistent spokesperson for your company. This helps to avoid any contradictions and confusion in your communications with the public.
How to handle crisis communication. When a crisis hits, it's not just external communication that matters. You also need to keep your internal team in the loop. But the way you communicate with them will be different than with the public.
Social media's role. Social media is a crucial player in crisis communication. It's an instant and far-reaching way to acknowledge, update, or apologize to the public. And sometimes, a crisis can even start and change the narrative on social media. Make sure someone on your crisis team is monitoring social media conversations.
Taking action. Executing your crisis management plan requires following the training and sticking to the pre-agreed plan. While some adjustments might be necessary, it's essential to keep a level head and not stray too far from the original strategy.
What to avoid. Knowing what not to do is just as important as knowing what to do. Be aware of the common mistakes people make during a crisis, and make sure to include them in your crisis management guidelines. Here are some pitfalls to avoid.
Don't Lie. It's pretty obvious that you shouldn't lie during a crisis, but sometimes people panic and do it anyways. If a crisis happens and people start to get interested, you might feel tempted to stretch the truth or point the finger at someone else. But if you get caught in a lie, it's going to make things even worse. So, just be honest and own up to your mistakes.
Don't Defer Blame. Sometimes things are complicated and you're not sure what to say. In those situations, it's always a good idea to talk to a lawyer before you say anything publicly. But if you messed up and it's obvious, just apologize. Being defensive won't help you get through the crisis. You need to take responsibility and make it right.
Don't Speak Too Quickly. When a crisis happens, you need to respond quickly, but not so quickly that you make things worse. Take a deep breath, think about what you want to say, and be careful with your words. If you're not sure what to say, it's okay to take a little time to figure it out. You might want to hire a professional to help you out.
Test and Update Your Plan. It's not enough to just have a crisis management plan. You need to practice it and update it regularly. You might find that some parts of your plan don't work as well as you thought they would. Or you might learn something from another company's crisis. So make sure you test your plan and update it as needed.
In Conclusion. Every company should have a crisis management plan, even if they don't think they'll ever need it. The key is to be prepared, practice, and learn from your mistakes. Remember to be honest, take responsibility, and be careful with your words. And always be ready to update your plan based on what you learn.