Case topics
Likelihood X organizational impact X stakeholder impact
What is the formula for calculation crisis threat?
Core message, supporting points and evidence
What is Message Mapping?
To prevent or lessen the negative outcomes of a crisis
What is Crisis Management
management concept whereby companies integrate social and environmental concerns in their business operations and interactions with their stakeholders.
What is CSR?
Not to be judged by what caused the crisis but by how we responded
What was Johnson & Johnson's approach to the Tylenol crisis?
A systematic pattern of deviation from norm or rationality in judgment. A strong, preconceived notion of someone or something, based on information we have, perceive to have, or lack
What is Cognitive Bias?
To lessen the effects of something
What is Mitigation?
Prevent one
What is the best way to manage a Crisis?
If you do not start your descent by noon you risk being caught at night
What is the hard-fast rule on Everest?
Evaluating and mapping risks by the likelihood and severity of each risk
What is a Risk Priority Matrix or Heat Map?
Someone or a group who can affect an organization
What is a stakeholder ?
Pre Crisis, Crisis event, and Post crisis
What is the three stage model of Crisis Management?
Effective parallel thinking process that looks at the facts, the emotions, the risks, the positives, all about ideas, process issues
What are the Six thinking hats?
Method for group brainstorming that encourages contributions from all team members by each member anonymously writing down as many ideas as they can to later be voted on as a group
What is Brainwriting?
How stakeholders perceive the organization
What is a reputation?
An approach that includes five phases, signal detection, probing and preparation, damage containment, recovery, and learning
What is Ian Mitroff's Influential approach?
"Crisis management must be embedded in the organization's strategic management system. It's not an add-on or afterthought, it's an integral part of an organization's system." -
What is Art Petty's take on Crisis Management?
System in which organizations focus on meeting the needs of all customers, employees, communities, creditors, etc.
What is Stakeholder Capitalism?
A commonly used persuasive theory that argues that behavior is a function of behavioral intent
What is the Theory of Planned Behavior?
Flink’s Four Stage Model, Ian Mitroff’s Influential approach, and the Three stage Model (no clear creator)
What are the staged approaches to crisis management mentioned in the book?