...Communication to Manage Crisis HCS/320 Communication to Manage Crisis Those who work in hospitals have to face crisis. It may happen in the emergency room or even in the manager’s office. Hospital employees need to be ready for such events. Coombs 1999 states that no organization can guarantee that they will not have any crisis. According to Reynolds 2006, crisis may occur internally or externally for the organization but when it occurs people’s lives may be at stake and at the same time the reputation of the company may get jeopardized. During crisis communication as well as improper communication can play a great role. For lack of communication right things may not be done and crisis may occur. Even a rumor may spread and crisis may happen. Communication methods to be adopted during a crisis have been talked about a lot but defining crisis is not so easy. According to Heath 2006, before defining the crisis, the risks need to be identified. According to him a risk may have both negative and positive influences of different levels. If anything happens to people, communication with them can tell us a lot and it can be understood whether crisis can be overcome. Whether reputation can be left intact needs to be understood. I am acting as the director of the Regional Emergency Office and I got reports about the public water that had been infected with something fatal. The pollutant is a biological element that has life threatening effect. We know that biological agents...
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...A Crisis Management Communication Plan One must always expect the unexpected and prepare for the unforeseen in order to live up honestly to the universal principles of health care. Beyond the standard day-to-day challenges, this necessity of preparedness is pushed to the extreme in the event of a mass causality incident (MCI). A large explosion in a crowded stadium represents the epitome of crisis management, as present emergency medical officials are immediately overwhelmed and the high number of casualties can overwhelm even the largest of hospitals—requiring adherence to a general crisis management plan. The near proximity between the explosion and the hospital, as well as the high concentration of casualties in one place, pose unique challenges that would not otherwise be present and require a higher degree of emergency communication to be effective. The Scenario On a Thursday night, the Fresno Grizzly baseball team is hosting an exhibition game with the San Francisco Giants at Chukchansi Park baseball stadium with an attendance of just over 14,000 people. During the planned post-game firework show, there is a mechanical error, causing a long series of explosions. The far section of the stadium is immediately structurally damaged and collapses, while a gas fire quickly erupts, engulfing over half of the stadium and several nearby buildings. Chaos quickly erupts in the nearby area, as crowds from the stadium and the nearby Seland Arena erratically stampede into the streets...
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...Crisis Management Communication Plan Communication is a very important aspect in the health care setting. During major crisis communication lines may be affected by mechanical failures, downed phone lines, or electrical shortages. The crisis will also affect family members, staff members, and even media outside the hospital. In times of crisis everyone has to think critically about completing tasks and making quick decisions so that the most effective solution and safety is accomplished. In all health care organization there are policies and procedures on what to do during mass trauma, disaster or fire crisis that is implemented for the safety of all employees and patients. The plan for crisis communication would be to prepare and document internal and external emergencies through the organization. Although the plan cannot prepare us for every situation, the policies, procedures, and benefits of the health care facility can help contain the situation, prevent injury, death, and helps provide health and medical resources to patients During major disaster lines of communication systems may become disrupted. Wireless telephone networks, radio, television broadcast, satellite, and internet may be interrupted. This could add stressors during emergencies because it would prevent effective communication from being transferred. Communication dynamics can cause stress which in turn can affect everyone physically, emotionally, psychological. This can impact communication when...
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...Crisis Management Communication Plan HCS/350 11 Nov 2013 Crisis Management Crises are events that have the ability to threaten the viability of the organizations within which they occur. Crises are extraordinary events with great potential to do harm to people, businesses, and organizations. Crisis management consists of three distinct phases: crisis prevention, crisis response, and recovery from the crisis. This paper will focus on the communication that is used during the management of a crisis. It will briefly describe how communication dynamics differ in times of crises, ways to reduce stress during a crisis, and ways to resolve communication challenges. Communication Dynamics Communication dynamics may differ during times of crisis, mass trauma, or disaster simply because of the stress levels that are associated with them and the staff members that are affected during the situation as well. Resolution of communication problems requires creativity (Pearson & Sommer, 2011). The more creative the staff is, the quicker they can resolve the issue at hand and communicate more effectively. If a staff member who is normally quiet and well-mannered becomes loud, irritable, and aggressive during a crisis this can disrupt the entire team. If there is more than one staff member who has a personality or demeanor that changes during a crisis it will create chaos in the department. The department manager needs to know of these possible changes and have a way to circumvent...
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...Crisis Management Communication Plan Katherina Fabi HCS/350 February 4, 2014 Djuanique N. Slaughter, MPA, RHIT Crisis Management Communication Plan Crisis is defined as an unexpected, sudden turn of events or set of circumstances requiring an immediate human response. The word crisis comes from the Greek root word krisis, meaning “turning point.” There are different types of crisis: developmental, situational, and adventitious crisis. In health care settings, most crises are situational. For example, while working in the Intensive Care Unit (ICU), a client who was awake and alert two hours ago, suddenly became unresponsive. The client was assessed for responsiveness. The client was not breathing and pulseless. Immediately, a code blue was paged overhead, and the team rushed over. The team consists of the primary nurse, emergency physician, respiratory therapist, critical care nurse, recorder, and the emergency medical technician (EMT). The House Supervisor and charge nurse are also available to direct traffic and assist with the code blue. Each team has their own roles and responsibilities during a code. A team leader is usually the critical care nurse until the emergency physician arrives, and he or she takes over the role as team leader. The team leader designates the recorder, the nurse who is administering the intravenous medications, someone doing the compressions, and someone giving breath to the client. Each one working together as a team to resuscitate...
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...Essential communication in a community crisis. Introduction While most people can predict a crisis, the crisis timing is not predictable. T5he problem with the fact is that, the failure to anticipate and plan for a crisis raises the odds that the crisis will be more damaging. A crisis can be defined as an event that harbors the ability to continue to do business and threatens to paralyze or shutter daily routines and operations. When the media starts showing up/ calling or family members and friends start contacting the organization, then you know you have a crisis. The most things that the media finds interesting are the creation of victims which can range from forests, rivers, air or even human beings. An organization is judged by how it handles the victims. Communication is very vital while managing a crisis. How is this even possible? What is the point of communication while managing a crisis? Analysis Whenever a crisis occurs, a quick response is employed to collect intelligence concerning the crisis. The individuals mandated to communicate within the organization during a crisis are: the Director, the Manager of the company, the Command Coordinator, the Communications Coordinator. The company would also use help from outside sources such as the State Department of Health, the media spokes man and the Red Cross Agency. While these people are helpful in managing the crisis, there are potential advantages and challenges which are...
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...On the Crisis Management of the Modern Enterprise BIAN Tingting1, 2, TAN Zhanglu2 1 School of Management, Beijing Union University, Beijing, China, 100101 2 School of Management, China University of Mining &Technology, Beijing, 100083 teacherbian@126.com Abstract: Modern enterprises are facing more and more crisis from the external environment. This paper starts from the four major foreign crisis management theories, then analyzes the main problems of the enterprise crisis management in our country, finally it raises the three aspects ideas of the modern crisis management. The three aspects are named crisis prevention, crisis resolving and summer up after crisis. From the three aspects, we should strengthen the crisis management, and control the deterioration of the crisis in time to ease the crisis finally to turn crises into opportunitiesin order to minimize or avoid the loss of the enterprise caused by crisis. Keywords: Modern enterprise, crisis, crisis management 1 Introduction With the acceleration of economic and social globalization, internal and external business environment becomes more complex and changeable, and are full of uncertainty. This uncertainty has brought the potential for the enterprise crisis. Today's economic and social development is more than ever vulnerable to social conflict, terrorism, technological disasters, and financial crisis. Crisis exists anywhere and anytime...
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...(Individual) Communication and Crisis Paper Yahaira Jorge HCS/320 January 13, 2014 Ms. Tricia Tran Communication and Crisis My name is Yahaira Jorge and I am the director of the regional Emergency Management Office. We have begun to receive official reports of contaminated water with a life-threatening biological agent. As director, I have many priorities in getting this situation under control, but most importantly will need to be in communication with all the organizations involved. Putting our crisis plan into immediate effect will hopefully keep everything organized. The ultimate goal will be to get the information out to the public with a plan, swiftly but making sure not to create panic along the way. Also making sure to get the support from our fire departments and police officers to participate in giving bottles of water to our people not to get sick and ill from this contaminated water. A quick response is very important in a crisis situation. In order to have a quick response, a crisis plan is necessary. A crisis plan will vary from institution to institution, but most will follow similar guidelines. First and foremost, notifications of the situation or event to communications lead, or second in command. This is important because if there is a delay in getting the information to a higher person in command, that could create a bigger mess than needed. Secondly, notify the institution leaders and staff, and ancillary management. Making sure the appropriate...
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...Crisis Management Communication Plan Grace Parisi HCS/350 12-15-14 Benjamin Ovando Crisis Management Communication Plan Effectively communicating is crucial when preparing and managing a crisis, mass trauma or disaster. In any of these situations proper structure and organization needs to be in place. This includes assigning responsibilities and training staff to follow certain procedures to successfully manage and continue to operate under the stress of the unplanned event. When dealing with a crisis we need to have open, truthful and timely communication. So we can actively work and support each other. A crisis can be any situation that threatens the integrity or reputation of the facility or company. The important thing is to identify the situation and notify whoever needs to be involved. This may be a charge person, VP, CEO and maybe public relations. Then collaborate with each other, then come up with a plan to put it into motion. In a mass trauma it is important to promote safety. This means getting people to a safe place and making sure they know they are safe. Trying to help people remain calm and decrease their anxiety. If anxiety remains high it can interfere with physical and psychological well-being. In emergencies people need to be able to trust and be trustworthy of the person communicating information. “A trusted source of information is the most important resilient asset that any individual or group cab have”. (Longstaff, 2005). When a disaster strikes...
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...* * How and why is it important for businesses to engage with the media during a crisis? What strategies are successful in external communications for business during such times? Compare & contrast two news stories which centre on a crisis for different businesses giving detailed analysis of each communications strategy. This Essay will begin by reviewing crisis definitions and message strategies. Next it will explore translation strategies used by organisations involved in a crisis to communicate with stakeholders. The essay will then consider Ford–Firestone’s tire failure crisis of 2000 as an example of poor crisis management, and contrast toy maker Mattel’s recall crisis of 2007 as an example of successful crisis management. It will first lie out the rhetorical context of each case before embarking on a detailed analysis equating the effectiveness of both firms’ external communications, and in the case of Ford-Firestone, how these might have been alternatively approached in order to avoid detrimental reputational damage. * Fink (1986, from King, 2000) defines an organisational crisis as ‘a situation that can potentially escalate in intensity, fall under close government or media scrutiny, jeopardize the current public image of the organisation or interfere with normal business operations.’ Pearson and Mitroff support this in their ‘five dimensions of a crisis’, explaining that the situation will be ‘highly visible, require immediate attention, have a surprise...
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...the key communication issues for Odwalla? The key communication issue for Odwalla is the communication with the public. After the incident Odewalla Company should not only come forward to hold a press conference to release news, and a TV interview announced to provide the latest progress of the event to the public. 2 How can communication strategy focus on retaining customer confidence? Williamson created the crisis communication plan which was applying the last few corrections to a press release before faxing it to PR Newswire. After the incident, CEO Williamson ordered a full recall of all juice products, which had to be completed within 48 hours. After the pathogenic source confirmed, according to TV interviews Odwalla expressed sympathy and regret for affected consumers and also announced to pay all medical expenses. The decisive measures Odewalla had to take showed the responsibility of the company and could help them to retaining customer confidence. 3 Does Odwalla appear to have an effective crisis management system in place? Odwalla appeared to have a crisis management system in place. CEO Williamson applied the crisis communication plan which was created by his communication director. Apology through conference press and TV interviews and recalls are effective measures for crisis management. 4 How should a company such as Odwalla go about developing guidelines before a crisis? A company such as Odwalla should go developing guidelines for a crisis plan that...
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...PEPSI COLA CRISIS Yeşim Ekici, M.Sc Bahçeşehir University CONTENTS Brief History of Pepsi Crisis Crisis Management Analysis and Comments References CONTENTS Brief History of Pepsi Crisis Crisis Management Analysis and Comments Brief History of PEPSI 1891- 1935: faced bankruptcy twice 1898: becomes known as Pepsi Cola, formulated Pepsi-Cola 1941: First signs of success Listed on New York Stock Exchange 1964: formulated Diet Pepsi 1965: PepsiCo, Inc. was established through the merger of Pepsi-Cola and Frito-Lays Named one of the world’s top beverage companies CONTENTS Brief History of Pepsi Crisis Crisis Management Analysis and Comments CONTENTS Brief History of Pepsi Crisis Timeline of Crisis Crisis Management Analysis and Comments CRISIS PepsiCo was entering peak sales season (Memorial Day to Labor Day) June 9, 1993: Syringe found in Diet Pepsi can (Tacoma, Washington) Hypodermic syringes in cans which cause HIV/AIDS When the crisis hit, days later on: more than 50 new reports in more than 20 states with objects including: Syringes, a wood screw, a bullet, a crack cocaine vial and a broken sew needle TIMELINE OF CRISIS *2 more complaints reported 1 from Los Angeles; 1 from Pennyslvania *First complaint reported in Tacoma , Washington JUNE 9 JUNE 10 *FDA (US Food and Drug Administration) issues 5 states alert advising consumers to inspect their sodas by pouring JUNE 13 JUNE 14 *Multiple complaints reported from...
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...ACME Furniture Crisis Management Plan 2013 NB – A crisis management template has been used in creating this plan. The template is available from http://www.brighthubpm.com/risk-management/104970-tips-and-template-for-developing-a-crisis-management-plan/ Table of Contents I. Purpose: 4 Principals for crisis management 4 II. Process: 5 III. Communication Responses Protocol (List of Emergency Contacts): 6 iii – (a) Key personnel, Legal Counsels and Advisors 6 iii – (b) Crisis Management Team 6 iii – (c) communications team 6 IV. Roles and Responsibilities 7 iv – (a) Crisis Management Team 7 iv – (b) Communications team 7 V. Critical Scenarios/Incidents of Medical Emergencies/ Attacks against ACME Furniture’s Integrity & Reputation 10 v – (a) CRITICAL SCENARIOS: 10 v – (b) Incidents of Medical Emergencies: 10 v – (c) Attacks against ACME Furniture’s Integrity & Reputation: 10 VI. Emergency Response Centre 11 VII. Employees 12 VII – (a) Office 12 VII – (b) Retail Outlet 12 VII – (c) Factory 12 VII – (d) Warehouse 12 VIII. References 13 I. Purpose: This document provides a plan of action in the event of any business disruptions or interruptions that pose threats of damages to life, property or reputation to ACME Furniture. This document contains plans for setting up and running a crisis management centre, media responses and roles responsibilities, key contacts and personnel of ACME Furniture. This document...
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...Nhi Nguyen 1 Toyota Communicating Through Crisis INTRODUCTION Since September 2009, the famous vehicle manufacture Toyota has suffered a severe crisis due to unintended quality problems in its cars. In responding to the crisis, Toyota has recalled more than 10 million vehicles worldwide for accelerator pedal, carpet and floor mat flaws that may cause unintended acceleration. This catastrophe has led to millions of dollars in settlements and U.S. fines, as well as hundreds of product liability lawsuits against the automaker, threatening the company’s previous reputation of good quality cars, as well as the brand image built up over time. This research paper aims to elaborate on the Toyota crisis in order to understand why Toyota faces an escalating crisis and how they deal with the crisis, and evoke lessons from Toyota scandal. ABOUT TOYOTA MOTOR CORP. Toyota is one of the world’s largest automakers, based in Toyota, Aichi, Japan. Since its establishment in 1937 in Japan, Toyota has a long history of building safety, reliable and high quality vehicles. Today, the company manufactures vehicles and parts at 53 production sites in 27 countries and regions around the globe, with a variety of sub-brands categories such as Lexus, Yaris, Corolla, Camry, Toyota trucks, and the world’s first gas/electric hybrid Prius, etc. (toyota.com). Its vehicles have been well known for quality, reliability and fuel efficiency. According to the article, “Accelerating into trouble,” from the Economist...
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...Communication and Crisis HCS 320 May 20, 2013 Teresa Shook Communication and Crisis An Emergency Management Director’s job is very complex. That person is responsible for not only coordinating with other agencies, but also ensuring proper communication with them as well as the media and the public to keep them informed as to the status of the damage, cleanup efforts, and other needs as they arise. In the case of Hurricane Katrina, the director must communicate and coordinate efforts with the EPA, Red Cross, other FEMA departments, and the federal government to ensure that all proper bases are covered to monitor and coordinate the cleanup and shelter of those people affected by the hurricane. The director must also communicate with news media and the public as to the scope of the disaster, what is being done for the victims, and what the public can do to help with recovery. There are several advantages to communicating within the various organizations that are teaming up to help the victims and clean up the aftermath. The first is that each organization has its own strengths and weaknesses when it comes to certain capabilities and they can pool resources to help get things done in a timely fashion. A second advantage is that by getting the information out to different local organizations, they can begin to recruit volunteers to help with gathering food, water, or other materials for the victims quickly, and even nearby towns can begin to help set up shelter areas...
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