Chapter 13: Leadership in the Event of a Crisis

Three Stages of a Crisis

Each stage requires specific actions by a leader to ensure optimal outcomes.

Anticipation & Planning: Even when things are good, leaders should identify potential issues and improve processes.
- Examining work processes
- Talking to followers
- Identifying potential risks
- Creating plans for handling potential crises
Examples:
- Food poisoning outbreak in a food handling organization
- Chemical spill or contamination
- Fire evacuation protocol
Succession Planning: Plan for unexpected absences due to accidents or illness.
- Determine second and third in command
- Process for choosing a new leader

Action & Coordination: Leaders must initiate actions and coordinate activities.
- Followers look to leaders for guidance
- Example: Teacher handling a medical emergency in the classroom
Communication: One person should be appointed as spokesperson to manage public and press messages.
Vigilant Decision Making: Quick, confident decisions are crucial.
- Decisions should align with organization's broader vision and values

Analysis & Rebuilding: Conduct a post-crisis evaluation to learn and rebuild.
- Rebuild the organization’s image internally and externally
- Public relations campaigns
- Internal meetings to reassure employees
Healing: Address any damage to internal relationships.
Future Planning: Determine short-term and long-term actions.
- Learn from the experience
- Implement formal plans for the future
- Full circle: This analysis feeds into pre-crisis planning

Prescription Drug Advertisements: Warnings serve as both pre-crisis and post-crisis responses.
McDonald's Coffee: Warnings about hot beverages are responses to past incidents (e.g., famous court case).