Crises are an inescapable fact in our life. In one way or another, individuals, groups, organizations, businesses, and governments face crises, at least once in a lifetime. It is true, there are various kinds of crisis and they come in different forms. But, to some extent, all crisis managements encompass common elements of insight, theory, strategy, tactics, and implementation. Thus, knowledge and harnessing of these elements are vital in any crisis management.
Crisis management is an extremely strenuous task. It requires knowledge, innovative strategy, and a robust implementation plan embedded in an excellent experience. Most importantly, it requires a swift ability to identify the root causes of the crisis in question. Then, disentangle the challenges so forth to introduce the right theory, innovative strategy, and robust implementation apparatus for a better solution.
Crisis management requires a rapid, vigorous, and effective response. It is crucial to meticulously identify the crisis in question. Also, scrutinize all the important aspects associated with it. It is important to emphasize; there are different types of crises, and each type requires a different strategy, resource, skill-building, leadership, and execution. At this point, the best crisis management strategist is the one who is able to identify the type of crisis and handle it in a way that minimizes harm and generates effective and fast recovery.
There are different ways of measuring and managing the crisis. In all cases, it is essential, to precisely identify the type of crisis and provide a practical solution. This, to some extent, relies on how the strategist, is swiftly able to grasp the problem, generates the right theory, and outputs the best strategy that renders a better result. Therefore, we at The Key Group perceive the following nine points, stand out as general guidance for crisis management:
1. Mapping & Scrutiny: Crisis management is among the most challenging human phenomena. Remember, good intentions are not enough for crisis management. In fact, sometimes people make colossal mistakes with the best of intentions. Therefore, it is essential to have a better understanding of the crisis so as to provide a practical solution. At the onset, start with quick scanning of the overall situation to have a general understanding. Also, it is crucial to know and differentiate between unexamined perception and the reality of the crisis. It is advisable, not to take too much time in the mapping part. Then, conduct an intensive investigation of the root causes of the crisis. It is extremely important, to make sure, and not hide facts from the process that could guide to a better understanding of the crisis. Always, there are risks and discomforts involved, so set aside any reluctance to critically approach the investigation. Finally, make a wise, vigilant, critical evaluation, identify the type of crisis, and its root causes.
2. Theory & Methodology: A scientific theory is a springboard for how to manage the crisis. Be aware, theories are crucial, but sometimes bad theories will complicate the issues too. In other words, tacky theories open incorrect avenues and close off the correct ones. So, be careful, not to waste time and energy barking up the wrong theory trees. In this sense, it is essential to create and introduce the right theory that fits the crisis in question. Thus, it is particularly vital to tailor specific crisis theory that better serves the guiding strategy.
3. Strategy: The strategy is the bedrock for practical crisis management. It is crucial to formulate an innovative and practical strategy for the identified crisis. Before building the strategy, it's advisable to have an exhaustive list of everything that could happen, including the probable emergency situations laying ahead. Most importantly, the strategy must provide elasticity that deals with unexpected scenarios. Any strategy not connected with the theory as the key to its development is ephemeral and perhaps generates substantial limitations and mishaps. So, the strategy, must carefully tiptoe around all aspects of the tailored theory, and make sure that it meticulously fits with theory. A strong and clear strategy is the best guide and sets the implementation process.
4. Implementation: Strategy implementation is a pivotal and challenging point in crisis management. Therefore, it is vital to dislodge all unnecessary elements of distractions, focus, and create a robust implementation module. It is imperative, the implementation plan must incorporate theory, strategy, and all scenarios. Remember, the premium implementation plan will better guide all other important elements that manage the crisis and produce the optimum result.
5. Chain of Command: The chain of command is important for the implementation process. As a result, it is a prerequisite to formulate a strong, functional, and rapid centralized crisis response team. In this part, it is imperative to have a clear chain of commands and the ability to shift rapidly.
6. Activation Pact: Activation pact is a vital part of the crisis management process. It is important to designate an energetic emergency team with a strong and responsive leader. This team should be active, prepared, and ready to act at any time and in all circumstances. Also, make sure that this activation team is in direct coordination with other teams.
7. communication: Communication is the practical core of crisis management. The explosion of the Internet and, especially, social media, has added a new layer to the communication process. The Internet and social media are enabling us to handle crises quickly and professionally within moments of its occurrence. Yet, make sure, and before jumping into the Interment and social media, first, establish strong and clear communication channels. The communication channels must not be complicated and can be easily activated and swiftly able to reach the intended audiences. Most importantly, the contents, messages, and mediums should be designated and prepared in advance. Also, there should be clear systems for promptly locating key personnel. Finally, you must have innovative ways to monitor, manage your messages, and dealing with emerging challenges.
8. Backup Resources: Backup resources are the rescuer in the difficult moments during the crisis management process. Therefore, it is essential to acquire the necessary backup resources. Also, it is advisable to enlist external agencies that are able to provide you with the specific resources needed.
9. Post-Crisis: Post-crisis is the time relief. Certainly, one of the fatal mistakes, however, is to indulge in the euphoria of the triumph and forget to make a critical evaluation of the process. Therefore, it is important to evaluate the entire process, immediately after you managed the crisis. Promptly review and evaluate the strengths and weaknesses of the entire process. Also, it is important to identify the key lessons learned during and after the crisis. Finally, it is vital to precisely pinpoint the changes and procedures that needed to adapt in order to deter any similar crisis in the future.
Overall, crisis management is essential for damage control. At the same time, the idea that there are simple and shortcuts to manage a complex crisis is deceptive or even naïveté. Arguably, crisis management is a complex process. It requires ideas, knowledge, strategy, efficiency, resources, and great efforts. As of this point, these nine points are extracted from our in-depth research and practical experience in crisis management. The principle idea of these nine points is to simplify the notion of the crisis management process and puts it in its right context. We hope that this form will reinvigorate thoughts or offers a fresh and important alternative solution to the dilemma of the crisis management process.
In sum, the uncomfortable reality, unfortunately, that crisis is an inescapable fact in our life. In one way or another, we all face crises, at least once during the course of our existence. In today's world of COVID-19, and after, most of the individuals, groups, governments, and corporations are vulnerable to crisis. Sadly, the levels of crisis are increasing during this time of the ongoing COVID-19 global pandemic. Perhaps more importantly, the girth might enlarge in the aftermath of this pandemic. Indubitably, there are many experts and strategists who made and still are making positive contributions to crisis management. So, luckily, there is high hope for optimism. In this sense, these identified nine points are our contribution to this optimism.