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Crisis management must have empathy


management guru Warren Bennis Nuoer Ti District and the preparation. prepare yourself, but also to prepare for the organization, when a crisis actually occurs, can high-performance and high efficiency to cope with. type of crisis management, many leaders in the face of crisis, and even the mentality and methods of crisis management do not pass, let alone the implementation of crisis management.

One is British Petroleum (BP) oil spill in the Gulf of Mexico, CEO of China's Crisis sea by experts as adorned, at first underestimated the situation, not later than propose solutions, do not recognize because negligence caused the disaster safety procedures, thereby triggering outrage. He said, But before the oil spill, BP and three years of brisk performance, showing good performance of professional competence and managers, may not be able to properly handle the crisis.

addition is Formosa Petrochemical plant caught fire twice in 20 days, causing panic residents and farmers, it seems there should be more active Formosa Plastics of crisis management as a. First, senior officials at the first time should be humility to apologize to the local population, after all, fire is a fact; Secondly, does that cause of the fire, supporting measures to improve; follow-up is a thorough examination, systematic investigation, analysis and views prevention of recurrence in order reassuring.

The third is the image of Taiwan Taoyuan International Airport fell continuously occurring events, such as the supervision of drinking and fun in the control room, the insufficient number of baggage trolleys and lack of maintenance, are tourists too unpalatable and expensive restaurants, mobile ramp air bridge collapse, a terminal closure of the airport parking lot, unable to advance sound guidance, and to set targets, shuttles and other alternative routes to guide indicator complex, and then lead to discontent, the CAA was rated as not enough heart, crisis management, failed.

When a crisis occurs, the leaders should face the first time in good faith, to shoulder the responsibility of empathy, any hesitation or pause, will only fuel the crisis,[link widoczny dla zalogowanych], leading to more serious consequences. Rapid access to information, to identify the root causes of the crisis, put forward a whole, according to the implementation of response strategies to the public, employees and others that relationship and request understanding and cooperation.

during a crisis to be able to immediately start the change management system and command systems, usually on the need to develop contingency plans to specific crises, field exercises, Research and Analysis continued to improve, adjust the optimal plan, ensure that the organization, resources and response procedures are ready to react quickly when a crisis occurs.

when the crisis should also be ex post facto review of why the crisis happened? Advantages and disadvantages of tissue response to that? What are the lessons learned? How to change organizational processes in order to avoid a crisis from happening again? Members to learn together, to enhance response capabilities. Bo machine sharp crisis management to be in the cable management from empathy.