1. A Masterclass in Crisis Management Presented by Alba 17th June 2011

2. What we will cover • Understanding • Responding • Being prepared

3. Understanding a crisis • It is unexpected • Time is short • Decisions are required urgently • Urgent requests for information • Loss of control • Routine business becomes difficult to manage

4. Understanding a crisis • Specific threats are identified • Pressures build over time • Demands are made to blame • Communications are difficult to manage • Outsiders take a new interest • Reputation is at risk

5. Responding to a crisis Diagnosis • Gather information – identify impact • Engage appropriate staff and stakeholders • Identify desirable outcomes

6. Responding to a crisis Turning the problem around • Create a crisis plan • Allocate roles • Communicate to generate trust

7. Responding to a crisis Bringing about change • Make and carry out decisions • Monitor the plan’s implementation – minimise losses • Communicate to maintain trust and reputation

8. Responding to a crisis Learning • What has been learned? • How can we use the learning?

9. Being prepared Outward vision • Up-to-date awareness of strategic issues • Connected to key networks • Positive relationships • Active collaboration • Aware of public and service user opinion

10. Being prepared Internal strength • Individuals with a range of skills and knowledge • Strong communication mechanisms, using a range of media • Excellent, up-to-date information systems

11. Being prepared Undertake…. • Regular risk assessments • Scenario planning to identify likely crises and their impact • A plan of action for anticipated crises

12. Being prepared Crisis procedures • Define roles and responsibilities • Allocate them • Create a communication plan

13. Being prepared Communicate and test • Ensure staff know about the plans that affect them • Undertake any training necessary • Test plans and review as necessary

14. A Masterclass in Crisis Management Presented by Alba www.albanetwork.co.uk info@albanetwork.co.uk