Q. How do I get started developing a crisis management plan?
A. I’ve been planning meetings, small and large, for years. One thing you can count on with this line of work is that one plans and plans and still things go wrong. The planning puts a framework in place that allows crises in any form to be dealt with without bringing everyone to their knees.
I recently had a first-hand crisis situation that caused me to think. I was working hard on a tight deadline with a client when, without warning, a thud and someone obviously very ill nearby.
The next sounds that came were people rushing to their fellow employee’s side, each one taking the lead in some way or another. A pillow for comfort. Hands to soothe. A voice calling “Someone call 911!” A voice answering “I’m on it!” In the flurry of the next few minutes, someone took the elevators to the lobby of the building to guide emergency crews. Another gathered medical information which was relayed to the emergency crew on the way. A guest was kept company by another employee. And finally, one employee rode to the hospital in the ambulance so this person wouldn’t be alone.
The teamwork was incredible. After the crews left and the initial excitement died down a bit, I asked if the group had a crisis plan in place. Things had gone so smoothly. The answer - No, we don’t. That stopped me in my tracks and reminded me the importance of reviewing my own crisis plan.
Crisis Preparedness Basics: Plan, Practice and Perfect
Plan: Don't wait to be knee-deep in a disaster to wish you had taken the time to plan for it. There are many things at stake in a crisis such as: reputation, money, jobs, public confidence and opinion. By not preparing, you are putting yourself at high risk. Your plan may take many forms, but no matter what else you do, be sure that securing your own oxygen mask is your first action step.
Practice: Once you have identified the types of crisis scenarios that can impact your business, it's important to put these into practice. Consider that when managing a meeting or event you are often at a rented venue and working with people with whom you aren’t very familiar. Make sure you are prepared to get everyone ready to act under the same direction.
Perfect: In order to be confident in your organization’s ability to respond to a crisis situation, it's imperative to practice your drill testing again and again.
