Business Communication & Ethics, 5/13/12
Jack Welch MBA Program
This week I learned that crisis communication boils down to three key steps - Understand, Acknowledge, React. The high standards for leadership during crisis as recommended by Jack Welch and the crisis communication framework taught in the class are highly inspiring.
Phenomenally important lessons, reinforced exceedingly well in class discussions and assignments
Dr DP
Jack Welch's Five Principles of Crisis Management
******************************************
(i) Assume the problem is much bigger than first - get out up front; don't let others define you
(ii) Assume there are no secrets - don't hide and dribble info out
(iii) Media will portray the situation in worst possible flight - it's their job
(iv) There will be blood on the floor - leaders, employees will be hurt
(v) Company will be stronger than ever - think not just of this crisis, but think around the corner of other things that could go wrong; put safeguards in place now
Crisis Communication & Leadership
**********************************
Crisis means danger & opportunity - Never let go of this Perspective & Frame
0. Anticipate Potential issues (Leader's job is to anticipate change; JWI 510, Lecture1)
*******************************
Anticipate & Plan for the unexpected (Jimmy Cagle, pg23)
Establish Crisis Management Team (Weiner, Rule5)
Issue Manual - critical issues; company's position on each; forecast consequences; detailed communication responses
Issue Audit - prioritize list of critical issues that make company vulnerable (Wiener, pg2)
Communication Audit - ensure communication plan is current; responsible people & contacts list; list criteria to make decisions
Communication Plan - standardized format; plan information flow; care for the team (Jimmy Cagle, pg 23)
Test the plan - simulate crisis
1. Define Problem Statement - Threat to organization's brand crediibility, reputation, finance, operations, ability to recruit talent
****************************
Define the problem before others in media define it for you
Go out in front of the crisis
2. Understand nature, extent, root cause of the problem
********************************************************
Assume it is bigger in magnitude than first reported (Jack Welch Crisis Communication Step 1)
Research - Find facts, check, analyze - beware of confirmation bias; take balanced unbiased view
Focus Team on finding root cause - no blame game
How did this crisis come about ?
Assume no secrets (Jack Welch Crisis Communication Step 2) - If there are multiple sides to the story, which facts to be made public ?
Open lines of communication 2-way communication channels to get feedback (Michael Epstein, pg30)
Be open to listening - Go beyond good intentions, announcements & action plans
Develop sense of momentum & scale of the problem
3. React with an effective response & crisis communication plan
****************************************************************
Communicate, Communicate, Communicate - to Internal employees, Affiliate stake holders, External Audience
**********************************************************************************************************
Dispel fear of unknown with clear, concise, calculated communication
********************************************************************
Crisp messaging - what you know? what are you doing ? why you are doing it? what is coming next; Get everyone on board (Jack Welch video)
First Response - Keep perspective (Weiner, pg3)
Acknowledge what happened - Yes I am aware of the problem; Here is our initial assessment; We are actively working on a remedy
Take Swift and timely actions - give frequent hourly/daily/weekly updates as needed
Use Multiple channels and all communication tools - create website, blogs, twitter, articles
Repeat relentlessly
Empathize & Take responsibility (Wiener, Rule3) - if appropriate, Acknowledge wrongdoing with legal counsel
Explain extenuating circumstances
Apologize & Express Remorse
Share the bad news with the good news (Michael Epstein, pg 32)
Express Resolve to protect those who rely on you & trust your brand
Expect to be portrayed by media in worst possible light (Jack Welch crisis communication, principle 3)
Make suitable/Dramatic changes in organization as needed (there will be changes ie blood - Jack Welch crisis communication principle 4)
Maintain regular communications throughout the recovery & turn around (Michael Espstein, pg 34)
4. Make your company stronger than ever (Jack Welch crisis communication principle 5)
****************************************
Become a better company through crisis - Prevention is best strategy; prevent recurrence
Importantly, Think around the corner about new crisis that could come (Jack Welch video)
Put safeguards in place to protect the company
Take every whistleblowers complaint seriously
Encourage a trusting and candid culture - allow employees to bring up right cases through right channels to clean up quickly
Jack Welch MBA Program
This week I learned that crisis communication boils down to three key steps - Understand, Acknowledge, React. The high standards for leadership during crisis as recommended by Jack Welch and the crisis communication framework taught in the class are highly inspiring.
Phenomenally important lessons, reinforced exceedingly well in class discussions and assignments
Dr DP
Jack Welch's Five Principles of Crisis Management
******************************************
(i) Assume the problem is much bigger than first - get out up front; don't let others define you
(ii) Assume there are no secrets - don't hide and dribble info out
(iii) Media will portray the situation in worst possible flight - it's their job
(iv) There will be blood on the floor - leaders, employees will be hurt
(v) Company will be stronger than ever - think not just of this crisis, but think around the corner of other things that could go wrong; put safeguards in place now
Crisis Communication & Leadership
**********************************
Crisis means danger & opportunity - Never let go of this Perspective & Frame
0. Anticipate Potential issues (Leader's job is to anticipate change; JWI 510, Lecture1)
*******************************
Anticipate & Plan for the unexpected (Jimmy Cagle, pg23)
Establish Crisis Management Team (Weiner, Rule5)
Issue Manual - critical issues; company's position on each; forecast consequences; detailed communication responses
Issue Audit - prioritize list of critical issues that make company vulnerable (Wiener, pg2)
Communication Audit - ensure communication plan is current; responsible people & contacts list; list criteria to make decisions
Communication Plan - standardized format; plan information flow; care for the team (Jimmy Cagle, pg 23)
Test the plan - simulate crisis
1. Define Problem Statement - Threat to organization's brand crediibility, reputation, finance, operations, ability to recruit talent
****************************
Define the problem before others in media define it for you
Go out in front of the crisis
2. Understand nature, extent, root cause of the problem
********************************************************
Assume it is bigger in magnitude than first reported (Jack Welch Crisis Communication Step 1)
Research - Find facts, check, analyze - beware of confirmation bias; take balanced unbiased view
Focus Team on finding root cause - no blame game
How did this crisis come about ?
Assume no secrets (Jack Welch Crisis Communication Step 2) - If there are multiple sides to the story, which facts to be made public ?
Open lines of communication 2-way communication channels to get feedback (Michael Epstein, pg30)
Be open to listening - Go beyond good intentions, announcements & action plans
Develop sense of momentum & scale of the problem
3. React with an effective response & crisis communication plan
****************************************************************
Communicate, Communicate, Communicate - to Internal employees, Affiliate stake holders, External Audience
**********************************************************************************************************
Dispel fear of unknown with clear, concise, calculated communication
********************************************************************
Crisp messaging - what you know? what are you doing ? why you are doing it? what is coming next; Get everyone on board (Jack Welch video)
First Response - Keep perspective (Weiner, pg3)
Acknowledge what happened - Yes I am aware of the problem; Here is our initial assessment; We are actively working on a remedy
Take Swift and timely actions - give frequent hourly/daily/weekly updates as needed
Use Multiple channels and all communication tools - create website, blogs, twitter, articles
Repeat relentlessly
Empathize & Take responsibility (Wiener, Rule3) - if appropriate, Acknowledge wrongdoing with legal counsel
Explain extenuating circumstances
Apologize & Express Remorse
Share the bad news with the good news (Michael Epstein, pg 32)
Express Resolve to protect those who rely on you & trust your brand
Expect to be portrayed by media in worst possible light (Jack Welch crisis communication, principle 3)
Make suitable/Dramatic changes in organization as needed (there will be changes ie blood - Jack Welch crisis communication principle 4)
Maintain regular communications throughout the recovery & turn around (Michael Espstein, pg 34)
4. Make your company stronger than ever (Jack Welch crisis communication principle 5)
****************************************
Become a better company through crisis - Prevention is best strategy; prevent recurrence
Importantly, Think around the corner about new crisis that could come (Jack Welch video)
Put safeguards in place to protect the company
Take every whistleblowers complaint seriously
Encourage a trusting and candid culture - allow employees to bring up right cases through right channels to clean up quickly
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