Crisis

communication

Question # 1
How quickly will you
communicate?

Communicate early and often.

https://hbr.org/2014/03/the-crisis-communications-playbook-what-gms-mary-barra-and-every-leader-needs-to-know/

In an information vacuum, people make things up.

So, its smarter to communicate quickly rather
than let the rumour mill do the job for you.

http://smartblogs.com/leadership/2014/09/09/4-tips-to-help-leaders-communicate-during-a-crisis/

No news is often worse than bad news.

Therefore, communicate continuously.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 73 - 77.

Question # 2
Which facts will you
communicate?

Communicate detailed answers to these questions:

1. What happened?
2. When did it happen?
3. Where did it happen?
4. How many people are involved?
5. Where are those people now?
6. How dangerous is the situation?
7. What happens next?
http://www.clarkcommunication.com/PRTips/Crisis_Communication_Management.php

Question # 3
How will you listen to
what people are saying
on social media?

Listen to social media communication.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 60.

Sources
https://twitter.com
https://www.ushahidi.com

Get the right information by listening to

people who have the right information and are
telling the truth.
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 45 and 78.

Further inspiration

https://www.teacherspayteachers.com/Product/Listening-tips-1485898

Question # 4
How quickly will you go
to where the crisis is?

To understand the crisis even better,

go to where the crisis is.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 16 and 67.

Question # 5
Which 1 goal will you focus on?

Choose 1 and only 1 goal.

Be very clear about what that goal is.
Carlos Ghosn
Source
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 52.

Question # 6
What is your top priority?

Example

Which ports need to be rebuilt first

after the earthquake?
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 22.

When Johnson & Johnson CEO Jim Burke learned of a

Tylenol tampering incident, he immediately ordered
the removal of all Tylenol bottles from the market.

After removing all Tylenol bottles from the

markets, cause and responsibility was sorted out.
https://hbr.org/2014/06/when-to-resign-and-when-to-clean-up-the-mess/

Question # 7
When will you make a decision
yourself? When will you not?

Be decisive when you need to.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 43.

Delegate decision making power to people who

are closer to the crisis situation and therefore
better able to make the right decision.
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 45.

Further inspiration
https://www.teacherspayteachers.com/Product/What-is-good-leadership-1489536

Question # 8
How good are you at admitting
and fixing mistakes?

When you make a mistake,

admit it immediately.

https://hbr.org/2014/03/the-crisis-communications-playbook-what-gms-mary-barra-and-every-leader-needs-to-know/
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 36.

Fix the mistake immediately.

http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 36.

When uncertain factors influence the situation,

be ready to divert from the plan when
you need to.
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 45

Question # 9
How much do you
trust your values?

Trust your values, your intuition, your personal

convictions after having listened to different /
opposing / contradictory opinions / views.
Carlos Ghosn
http://original.livestream.com/worldeconomicforum03/video?clipId=pla_7ec921f1-e288-4643-81a1-3a317134f8f6
Minute 39.

Further inspiration
https://www.teacherspayteachers.com/Product/Questions-to-discover-your-values-1329394