Everyone has a crisis at one time or another. It could be as simple as something or someone went missing for a short time to a major earthquake followed by a tsunami. Whatever it is when a crisis happens a marriage, relationship, business or city or country will never be the same. Thus how one approach a crisis makes the difference between survival and significance.
I’ve spent the better part of my life dealing with people in crisis. I’ve officiated at the funerals, held people as they passed from this life into the next and been on the scene just after suicides. I’ve counseled the families and been there for emergencies. Over the years I’ve learned there are many “crisis management” techniques or strategies that need to be deployed and applied. I’ve also learned that if I have the principles right, I will figure out how to get where I need to go. Here are a few crisis management principles that I have learned on the anvil of life.
Principle #1 is Perspective. It’s imperative to get the right perspective on the crisis as soon as possible. When a sudden shift occurs our adrenaline begins pumping faster and our perspective often becomes skewed. Most times, things aren’t as bad as you first think. When you are in the crisis, things seem to either speed up or slow down. In other words, there is a distortion of time. That’s why it’s important to have a team of people who can help you keep perspective so you will neither overreact or underreact.
Principle #2 is Purpose. What’s your main focus in the crisis? If your first answer is to save you or your brand’s good name you are already in trouble! Do you remember when Disney World (AKA The Happiest Place on Earth) has been rocked by an alligator attack in which a two-year-old child tragically lost his life? After the fact, reports surfaced that Disney constantly removes alligators from their various lagoons-→but didn’t have any warning signs. After all, who would assume that the happiest place on earth would allow dangerous alligators to roam their lagoons? Safe question, isn’t it? Disney (finally!) moved into correct it. But more could have been done. Perhaps an apology for their lack of concern? Maybe a renewed commitment to the safety of its patrons? There’s so much. When the crisis comes, keep your purpose in mind. And it better be one in which you look at others before yourself or your organization.
Principle #3 is Process. Know your process for handling a crisis BEFORE it happens and write it down! Remember what we said about time distortion? A written plan with clearly delineated steps will help to make sure you are doing everything that needs to be done without over or under reacting. Trying to establish a process in the middle of a crisis is like trying to put up shutters in the middle of a Category 4 hurricane – it’s too late. Determine the Who, What, When, Where, Why & How. Write it down and make sure every person that will be involved or needs to be involved gets a copy. More importantly, make sure they follow it when the time comes. It’s imperative for everyone to be on the same page. Can you anticipate every issue in advance? No, but you can move in the right direction and that’s a good start.
Crises will happen in your business, organization, and your life. They are unavoidable. The best way to tackle them is to decide what you will do before they ever happen.
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