At one time or another, just about every business or not-for-profit organization faces a crisis. It often comes in the form of an attack or a charge. It might result from a customer complaint or a bad news story about your product or service.
How you respond to a crisis as a staff in your business or organization can affect not only your image for a long time to come, but also the way your employees view their job and their commitment to you. Your response to a crisis can affect every part of your business.
Thinking through your crisis is important. I might be of help to you in working out your crisis management problems, since I have had considerable experience through my years in working for a number of not-for-profit organizations that have had problems.
My involvement in politics and dozens of political campaigns has also given me a lot of experience - - in some cases, managing crisis-after-crisis.
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CRISIS MANAGEMENT SUGGESTIONS:
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When you or your business/organization is accused of something, avoid responding instantly, but do respond quickly.
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Take a breather, and consider your options.
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If you have time, talk with others in your business or organization, board members, friends, etc.
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"Critically thinking" a problem through means considering all options of response from different angles.
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In your response, try to be as "positive" as possible. In any response, you can be "defensive," or you can go on the "offensive." OR, you can be what I call "positivensive."
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Being positivensive means finding the most positive way you can address the accusation or problem - - trying to create the "win-win" for you and your business or organization. I've never found a situation where the technique didn't work.
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Be positive in highlighting the pluses, and if there is an accusation that you are guilty of, admitting it up front can save a lot of embarrassment later. Apologizing can be an indication of strength and honesty.
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There is always a "positivensive" way to respond, and it is usually preferable to going on the offensive against your accuser or being placed in a corner and sounding defensive.
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