Crisis Management

Abstract

A well thought-out crisis plan can help management respond and control damage to the organization's reputation, financial condition, market share, and brand value. Everyone, from senior management to receptionists, will have a predetermined role to play in an anticipated crisis. A facility crisis-training program should familiarize employees with the plan, including deployment of resources, notification and protection of guests, communication with the media, and clean-up procedures. Portions of a sample crisis-management plan are included to help readers design their own plans, on their own or in conjunction with a crisis-management consultant.