Crisis Management: Moving From Chaos To Control

Crisis Management: Moving From Chaos To Control Using experience based lessons learned to more effectively manage a crisis Presented by: Joe DesPlaines Business Continuity and Crisis Management Consultant 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Why do we have emergency response plans? Because sometimes bad things happen 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Bad things include: Manmade Image and reputation Public health Natural Technological 30th ANNIVERSARY YEAR!

Crisis Lessons Learned In Crisis Management practice, few absolutes except: An effective Crisis Management program, that has adequate funding and management support, will only be put in place when facing an impending crisis that will produce significant losses. Every Crisis Is Different; If you’ve seen one crisis, you’ve seen one crisis. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned In Crisis Management practice, few absolutes except: If one department is threatened by a particular crisis, all departments of that organization have the same threat and can benefit from sharing mitigation planning. If an organization has a plan that has been trained and practiced, the organization can respond with urgency to a crisis and recover faster. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 12 lessons learned from real world events: Natural Disasters Manmade Crises, including criminal acts Technological Failure Public Health Crisis 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 1. Transition from reactive emergency response planning to proactive business continuity and crisis management (BCCM) planning. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Only Four Choices For Risk Mitigation Risk acceptance Risk avoidance Risk transfer Risk reduction 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 2. Business Continuity and Crisis Management Planning is all about redundancy 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Redundancy backup for: Facilities/equipmen t Systems People 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 3. Build organic resilience – the internal ability to manage the crisis until external first responders arrive. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Anticipate typical crisis reactions: Surprise Exposure recognition Confusion Urgency 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Boston Marathon, April 2013 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 4. Plan for the most likely crises and be careful about under or over planning 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Identify the most likely risks with the greatest potential impact Risk Probability x Impact 30th ANNIVERSARY YEAR!

Crisis Lessons Learned The first step in the BCCM planning process is identifying the most likely risks and any current mitigation. Cannot develop a plan until you know what you are planning for (anticipation), as well as organizational strengths and limitations. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 5. Understand Disaster Behavior 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Disaster behavior: 20 % of survivors will take action 20% of survivors will become paralyzed 60% of survivors will wait for leadership Disaster behavior can be influenced by planning and practice 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 6. No substitute for evacuation, shelter-inplace and lockdown rehearsal 30th ANNIVERSARY YEAR!

Crisis Lessons Learned In a crisis situation, the first instinct for people will almost always be to exit the facility the same way they entered. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Protective Action Choices: 1. Run 2. Hide 3. Fight 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 7. Avoid “magical thinking” 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Common magical thinking includes: Nothing serious will ever happen to us Been there, done that We are a really smart group and we’ll figure it out when it happens 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 8. When in doubt, respond! 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Respond: Generally people will remain calm The majority of people in a crisis will look for leadership When the alarm sounds, it is an immediate call to action 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 9. A massive number of inquiries will overwhelm internal resources. 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 10. The most important organizational asset is employees! 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Protect human capital by: Committing that health and safety takes priority over everything else Rehearsing the response to emergencies Having a system to account for employees Maintaining regular communication during and after the crisis 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 11. Anticipate the next big threats 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Threat - Data Breach 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Threat - Social Media Attack: Foot-Long Sub is not a foot long! Subway Response To 'Foot-long' Controversy: Name 'Not Intended To Be A Measurement Of Length’ 30th ANNIVERSARY YEAR!

Crisis Lessons Learned 12. Hope for the best, prepare for the worst, and be prepared to be surprised! 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Hope but plan: No two crises are alike Remember Murphy’s Law 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Crisis management planning has a process: Anticipate Respond Manage Recover Evaluate 30th ANNIVERSARY YEAR!

Crisis Lessons Learned Questions? Thank You! Stay Safe! 30th ANNIVERSARY YEAR!

Crisis Lessons Learned VIDEO 30th ANNIVERSARY YEAR!

Crisis Lessons Learned In Crisis Management practice, few absolutes except: An effective Crisis Management program, that has adequate funding and management support, will only be put in place when facing an impending crisis that will produce significant losses. Every Crisis Is Different; If you've seen one crisis, you've seen one crisis.