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Coaching Day CRISIS COMMUNICATIONS

Coaching Day CRISIS COMMUNICATIONS. Miguel López-Quesada Gil Chief Communication Officer @mlopezquesada. Goals for today. Provide tools for online & off line crisis management Learn together from our own mistakes Increase value of DirComs within organizations. Sorpresa

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Coaching Day CRISIS COMMUNICATIONS

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  1. Coaching DayCRISIS COMMUNICATIONS Miguel López-Quesada Gil Chief Communication Officer @mlopezquesada Crisis/Miguel López-Quesada/EACD 2012

  2. Goalsfortoday • Providetoolsfor online & off line crisis management • Learntogetherfromourownmistakes • Increasevalue of DirComswithinorganizations Crisis/Miguel López-Quesada/EACD 2012

  3. Sorpresa • Imprevisibilidad • Urgencia • Desestabilización • Falta de información • Sensación de persecución

  4. Crisis/Miguel López-Quesada/EACD 2012

  5. Crisis/Miguel López-Quesada/EACD 2012

  6. Somebody to blame Somethingatstake Somebodywillfind out Crisis/Miguel López-Quesada/EACD 2012

  7. Crisis/Miguel López-Quesada/EACD 2012

  8. BeforetheCrisisPREPAREDNESS Crisis/Miguel López-Quesada/EACD 2012

  9. Crisis/Miguel López-Quesada/EACD 2012

  10. Crisis/Miguel López-Quesada/EACD 2012

  11. External advisors Technical staff Commercial staff Corporate Staff Top Management Crisis/Miguel López-Quesada/EACD 2012

  12. Psychological profiles Leader Strategyst Pessimistic Creative Tactical Doer Crisis/Miguel López-Quesada/EACD 2012

  13. Crisis/Miguel López-Quesada/EACD 2012

  14. When crisis hits Crisis/Miguel López-Quesada/EACD 2012

  15. Crisis lifecycle ACUTE ORGANI C CHRONIC? POST- TRAUMATIC PRELIMINARY MANAGEMENT Assume mistakes ACTION Expect the worst RECOVERY Closing PREPAREDNESS Read the signs Crisis/Miguel López-Quesada/EACD 2012

  16. DENIAL ANGER NEGOTIATION DEPRESSION ACCEPTANCE Dr. Kubler Ross Crisis/Miguel López-Quesada/EACD 2012

  17. Muchas gracias. Mucha suerte mlopezquesada@zed.com @mlopezquesada Crisis/Miguel López-Quesada/EACD 2012

  18. Crisis/Miguel López-Quesada/EACD 2012

  19. Silence Denial Blame the dead Confess Crisis/Miguel López-Quesada/EACD 2012

  20. Crisis/Miguel López-Quesada/EACD 2012

  21. Crisis/Miguel López-Quesada/EACD 2012

  22. Crisis/Miguel López-Quesada/EACD 2012

  23. Crisis management 2.0 • Crisis 24/7 • Real time management • Hypeor real? • New (No?) rules of thegame Crisis/Miguel López-Quesada/EACD 2012

  24. Crisis/Miguel López-Quesada/EACD 2012

  25. Crisis/Miguel López-Quesada/EACD 2012

  26. Crisis/Miguel López-Quesada/EACD 2012

  27. Crisis/Miguel López-Quesada/EACD 2012

  28. Crisis vs. Issues Turbo Owner Guest star Endogenous fix Reactive approach Diesel Shared Choral Collaborative response Preventive approach Crisis/Miguel López-Quesada/EACD 2012

  29. Politics & crisis • CSR • Reputational capital • Newsworthy • Competition • Contractwithsociety • Votes • News-maker • Opposition Crisis/Miguel López-Quesada/EACD 2012

  30. Seismicwaves After a major crisis, new similar crisis occurdueto: • Hiper-sensitivePublicOpinion • Mediaattentionon sector/business • Operationsstaffunder stress increasemistakes • Enhancedinspection & enforcementfromAuthorities Crisis/Miguel López-Quesada/EACD 2012

  31. Closing a crisis • Privilege of the #1 • Beware of prematureending • DocumentkeydecissionsforCourt Coverage Decissions Damages Impact Votes & Reputation Procedures Friends & Foes Change Confirm Award Punish Demote Promote Knowledge Management Crisis/Miguel López-Quesada/EACD 2012

  32. My keylearnings Solving a crisis starts far before the crisis happens • Internet has changedeverything • Butbasicsremainthesame • Prepare fortheworst • Be empathic • Show control: inside and outside • It’s a team effort, stupid! Crisis/Miguel López-Quesada/EACD 2012

  33. Goodluck! mlopezquesada@zed.com @mlopezquesada www.comunicaciondecrisis.wikispaces.com Crisis/Miguel López-Quesada/EACD 2012

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