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Lecture 2: Crisis management is academic
Main study content and key knowledge are analytic
1, the concept of crisis management
· fragrance overcomes Steven (StevenFink) think, any disorders that arise to eliminate crisis place and misgive, and make person more can him dictate the method of the destiny or measure, can call crisis management. Specific will tell, crisis management is to organize what produce an ingredient to all crises to forecast, analysis, dissolve, the action that is on guard to wait a moment and be adopted.
2, the core connotation of crisis management
(1) crisis management is crisis main body the summation of a series of decision-making, action that take in alignment of a time. Crisis management is one long-term, of the system, adjust perfect trends to run decision-making course ceaselessly, the administrative action of all-around, whole process that is pair of crises, the whole process of the management of after the event after the beforehand management before including crisis happening, management in the thing when happening and crisis.
(2) the task of crisis management is to prevent the crisis, answer the crisis, solve the crisis and change the crisis, its action includes to dominate a got-up affair, maintain figure of stable, harmonious relationship, heavy model to wait for many sided measure.
(3) the purpose of crisis management reduces the crisis to be opposite in utmost ground the harm of organization and society, the help organizes control and the aspect that dissolve the crisis, defend constituent figure and reputation.
(4) the main body of crisis management is governmental etc orgnaization. Main body is passed monitor, early-warning, accuse beforehand, processing of precaution, lash-up, evaluate, restore to wait for measure, prevent the potential crisis, crisis that processing has produced ahead of schedule, in order to reduce a loss.
3, the feature of crisis management
(1) systematization and harmonious sex
(2) dynamic sex
(3) uncertainty
(4) the blame process with decision-making management is changed
4, crisis management is academic
(1) 3 phase are talked
That accept beauty overcomes (Jay F.Nunamaker) wait for a person to manage the crisis cent to be 3 phase: Before the crisis erupts, after be being solved with the crisis during crisis happening. The job of each phase has each emphasize particularly on: Demand of the first phase has been done before crisis happening be on guard the job, obtain the information of concerned crisis in time, build system of inchoate alarm information; The 2nd phase asks to make the countermeasure that controls the crisis, damage the crisis after crisis happening fall lowest, strengthen teach and training, make participator has the control crisis, primary quality that answers the crisis; The 3rd phase is to be after crisis end, make measure save all sorts of losses.
(2) 4 phase are talked
The crisis runs 4 level is at present academia is approbated quite with popularity. But the standard with different researcher respective basis, put forward different 4 level to talk.
PPRR theory is the theory with crisis management relatively wide application, namely by precaution (Prevention) , preparation (Preparation) , reaction (Response) , restore (the crisis that 4 phase constitute Recovery) manages general pattern.
Management board of American confederative lash-up (FEMA) undertook correction to PPRR theory, the crisis development process cent is scanty delay phase (Mitigation) , preparative phase (Preparedness) , response phase (Response) and regain level (Recovery) , say again so " MPRR " mode.
Robert Xisi (RobertHeath) puts forward further on the foundation here " 4R " academic. He is in " crisis management " take the lead in raising pattern of crisis management 4R in one book, namely cut (Reduction) , preliminary (Readiness) , reaction (Response) , restore (Recovery) .
5, the crisis communicates theory
(1) the crisis is communicated
American scholar expends En Bankesai (FearnBanks) think, the crisis is communicated even if happen in crisis incident before, in and later, interpose travels at the information between organization and its public. An effective communication can ease the crisis not only, still can bring to the organization before comparing crisis happening more openly fame, and the credit that the confidence of the reliability that inferior crisis processing can injure an organization, public and organization are built for years.
(2) crisis public relations
Crisis public relations is public concern a very serious content, use public concern method namely, undertake undertaking communication reaching handling pertinent information with the public in crisis government process, if information is monitored,wait with management of concern of transmission, media, offset the loss of figure or fame thereby. Accordingly, crisis public relations and crisis communicate special on basic strategy likeness.
(3) compare the crisis to communicate the connection with crisis public relations and distinction
Watch
The crisis communicates the similarities and differences with crisis public relations to compare
Compare a project
The crisis is communicated
Crisis public relations
Different
Object
Mix internally external communicate, be communicated with what organize in-house member namely and the communication with social community
With the exterior society community related the organization
Purpose
Safeguard constituent figure and mood of stable society community, carry normal society order
Maintain constituent image
Emphasize particularly on domain
Of crisis management field deepen with refine
Public concern domain
With
Core
Communicate
Method
Pass information through news agency, apply public relations method to obtain public credit
Principle
It is with the person this, seasonable, active, sincere letter, effective
Master release information active advantageous position, precaution is given priority to
Politic
(3W+4R)8F=V1 or V2
6, the strategy that the crisis communicates
Communicate the comparison with crisis public relations to be informed to the crisis through preamble, crisis communication strategy and strategy of crisis public relations come on operation level saying is consistent, accordingly, the formula of crisis public relations that spirit of American blessing Lai overcomes public relations to seek advice from place of group of company special condition to found applies to the crisis to communicate likewise. This formula is:
(3W+4R)8F=V1 or V2
This formula is known as the crisis to communicate a success " infallible law " .
(1) 3W is politic
The meaning of 3W strategy is to point to communicate in the crisis in, controller needs to accomplish 3 things as soon as possible:
What Didwe Know (what did we know) ;
When Didwe Know About It (when we know) ;
What Didwe Do About It (what did we do to this) .
3W strategy is the crisis communicates the base that develop, it is the crisis those who communicate point to mark, once carry out not do one‘s best,biased with respect to what will bring about the crisis that constitute to communicate plan to break. And seek the answer and the key that taking a removed length between the action is decision action success or failure. If organize too late to crisis situation understanding or it is unresponsive, make interval too long, can appear information vacuum or it is false information take the advantage of empty and enter, because information palm accuses malfunction and constituent general is in inferior position, increase successful difficulty.
(2) 4R is politic
The specific meaning of 4R strategy is:
Regret (regretful) : Express regretful attitude;
Reform (reform) : Assure to solve measure to reach the designated position;
Restitution (compensate for) : Provide compensation;
Recovery(restores) : Restore from inside the crisis as soon as possible, prevent prospective photograph to be the same as incident happening.
3W strategy and 4R strategy are united in wedlock, it is a whole crisis communication process actually, the dot understands the working focal point of different level. Onefold branch or organization cannot complete this one process independently, need much branch, much main body to coordinate collaboration, adopt what cooperate each other a series of actions are finished jointly.
(3) 8F is politic
8F strategy narrated the 8 big principles that when communicating, should follow, its are specific the meaning is respectively:
Factual (fact) : Communicate factual fact to the public;
First (the first) : make response to the problem for a short while;
Fast (speed) : Handle the crisis rapid and decisively;
Frank (candid) : Sincerity should be shown when communication circumstance, not shifty-eyed;
Feeling (feeling) : Share your feeling with the public;
Forum (forum) : In the organization interior establishs a the most reliable accurate information source, get as far as possible overall message, so that make correct analytic judgement;
Flexibility (flexibility) : The content that communicates external is not invariable, pay close attention to change of a got-up affair constantly
And meet an emergency of take into consideration the circumstances;
Feedback (feedback) : Make seasonable feedback to concerning the information of the crisis.
8F strategy generalized the core principle that the crisis communicates crisply. If say those who communicate to 3W strategy is the crisis " first " , 4R strategy is the crisis those who communicate " truncal " , so 8F strategy is the crisis communicate " blood " , irrigate the whole body, alimentary collectivity. It is only under the guidance of 8F strategy, the crisis communicates process ability to advance towards right way.
(4) V1 and V2
Resemble (this one formula represents 3W+4R)8F=V1 or V2 in that way, below the guidance of core principle, after experiencing the crisis to communicate whole process, v1 and V2 represent two kinds of different results actually. If carried out 3W, 4R and 8F correctly, so the organization can become V1(Victim) , namely " the person that be brave in to assume responsibility " . The public will think the organization dares to bear the blame, have social sense of responsibility, the organization understands those who capture the public and excuse.
Contrary, if fail,very good executive 3W, 4R is mixed 8F, the organization can be become probably to do V2(Villain) , namely " clown and rascal " . The public will think to organize muddle through one‘s work and play truant, constituent credit spends will serious damage, this can bring about an organization finally to be in the crisis depression is downfallen even.
7, public crisis processing
(1) the concept that public crisis administers
The Xi Beck in Er of German sociologist black (UlrichBeck) think, in public crisis in answering a process, besides the government that is in core position, still individual of business of basic level community, company, family waits for interest relative. With the government the organization regards the core that guides the crisis to answer in the round as main body, use contemporary information and network technology, various interest relatives organic conformity, complementary, influence shares a formation resource, the risk is carried in all, the system of dynamic organization network that each other depend on.
The glow of domestic scholar Liu idea that advanced public crisis processing. Tell on narrow sense, what public crisis processing goes after is to pass compose to build what government and public interact, each other communicate, have include extensively of the gender, flexible crisis administers a system, find the optimal way that dissolves public crisis thereby. And tell on broad sense, it is the process that governs through public crisis, bring up have communal the citizen that enlists ability and public spirit and citizen society, realize the influence regression to the society finally thereby.
Liu Quanyong thinks, public crisis processing is the control that shows the country coordinates all sorts of communal or private orgnaizations to realize public crisis, summation that dissolves a lot of means with precaution.
The scholar such as Yang Xuedong posed communal peril the concept of compound processing. Compound processing carried out the main drive that processing and be apt to control, namely seek administers the cooperation between main body individually complementary relation, the target is on the spot solves a problem in time, dissolve the crisis.
8, the common problem in public crisis management
Problem one: Lack crisis consciousness, paralytic carelessness
Problem 2: Hide a fact, color peace and tranquility
Problem 3: Inertial thinking, cling outmodel conventions
Problem 4: It is vigilant, good to loosen the scar forgot to ache
Problem 5: Blind and hopeful, overconfident
Problem 6: Advocate guest reverse, do not divide importance
Problem 7: Deal with sb courteously but without sincerity, cannot be honest
Problem 8: Decline with all kinds of excuses, dare not assume responsibility
Problem 9: Excessive depend on a government, lack the attention of compound to public crisis processing
9, the strategic management of the crisis
(1) strategic definition
Geluke thinks, the strategy is an enterprise what receive an environment to challenge and make is play strategy advantage, unified, content is extensive, the plan of unifinication. Its purpose is to assure the implementation of company goal.
General self-explanatory characters involves the strategy the guiding principle of long-term sex of the organization, overall situation sex, essential sex and program.
The strategic concept of narrow sense shows direction and fixed position are decided really, and the strategic concept of broad sense wants orient not only, choose the method that advances along direction and route even.
Case of Ming Ci hundred thinks: The strategy is an a kind of a kind of a plan, crafty plot, mode, fixed position and a kind of viewpoint. Normally competitive, long-term sex, overall situation sex, future sex, risk sex mixes the strategy the feature such as innovation sex.
(2) the definition of ruse: Ruse is the meaning of carry preparing, program. Finest cream of strategist of Chinese ancient time child think, ruse points to the understanding of stand high and see far, labyrinthian to the thing outflank, and use to reach the target place of understanding magical, of disagreement rule, your person uncannily method. The have a contest that ruse often is including battle of wits of both sides of rich play chess to fight brave and be pregnant with among them excellent wisdom, and the strategic plan of flexible for emergency use and arrangement.
(3) the connection of the strategy and ruse and distinction
10, the necessary ability that realizes danger accident to prepare army tent management
(1) the prophetic ability to the crisis
1) prophet and the element that make prophet
N
Intimate
N
Tell the other
Know situation
Know to change
Tell the other
Intimate
All know
Prophetic
Be apt to knows
Wisdom know
Graph
Implementation crisis knows success safeguard element
N
Change and know situation
Emphasize knowing to change and tell the organic union of situation, in wanting the external environment that changing ceaselessly namely, according to the macroscopical situation of external big environment, development posture of turn of a general name for arteries and veins, rise and fall, development reachs his to change, will forecast and understand the development change with crisis incident possible itself. Of all ages, the crisis policymaker of wisdom, take advantage of an opportunity of deep know well and bed truth and its importance, grasp take advantage of an opportunity and be, know the value that lends outside force and internal force and -- the extreme value that establishs the strategy, be good at the external environment that the basis changes ceaselessly, implementation because situation, because of the ground, because of when, because of the machine, target that because change,the ground makes excellent crisis answer the strategy.
Ensure the element that knows to get the better of: (1) expensive in prophet; (2) be in again know;
(3) know in be apt to opportunely; (4) clever in wisdom know.
2) the prophet that how realizes pair of crises
N
Establish crisis consciousness
N
To crisis omen become aware first
Take the collection of crisis foreboding seriously
The identifying of mark of aggrandizement crisis question and analysis
The early-warning that takes the crisis seriously and the crisis information that build network collect a system
(2) to crisis incident review first ability
1) build crisis study organization and system
2) be good at learning from inside incident of every time crisis
3) build crisis incident training, drilling system
(3) to the crisis first equipment and seek ability first
Grandchildren strategics " false or true piece " say: Every is in battleground first and wait for enemy person comfort, battleground is in after and hasten battle person fatigue. Battle of reason be apt to person, send a person and will not person.
Who mastered a war first machine, who mastered the strategy the power to make decisions of active advantageous position, victory or defeat.
1) serve as in order to search problem and difference " have first " start
2) with " lash-up beforehand case " as " have first " core
3) serve as implementation with the normal management of the crisis " have first " condition
4) strategy of education crisis government thinks of peace keeping to understand thoroughly force
Lead thinking
Stereo thinking
Integrated thinking
Innovation thinking
Thinking of adaptability in tactics
Converse thinking
Graph
The crisis manages the characteristic of thinking force
5) the wisdom system that answers the crisis is changed
(4) make make in order to change the ruse that change and in order to change the ability of meet an emergency
1) the ruse with crisis crucial management -- the ruse about change
Water of husband army image, the form of water, avoid tall and below hasten; The form of arms, avoid solid and attack theory.
Water is made because of the ground stream, arms because enemy and get the upper hand of.
Reason soldiers is fugitive situation, water is fugacious form, can because of enemy change and take a winner, those who call is magical.
-- " false or true of grandchildren strategics · piece "
Reason this, agile and decision-making, adjust the strategy in time, it is the soul of crisis management. Crisis management takes seriously so and emphasize making the value of the ruse that change and ability in order to change, basically be the reason that is based on the following respects:
U
The requirement of crisis characteristic
U
The requirement of natural rule
U
The reality of survival of the fittest needs
2) capricious element
U
Of the idea change
U
Origanization construction changes
U
Of system, system, mechanism change
U
Become dangerous to be good luck, advance policy and strategy to improve
(5) devise clever strategies the organic couple that needs the strategy and tactics
1) the unity that strengthens crisis government strategy and tactics
2) the research that takes the crisis seriously to govern crucial tactics
U
The art of crisis management one: The tactics that the crisis communicates
U
The art of crisis management 2: The tactics with urgent and decision-making crisis
U
The art of crisis management 3: The resource below crisis condition attempers and integrated art
U
The art of lash-up management 4: Master the path of the management of adaptability in tactics
(6) devise clever strategies the strategy that needs the crisis and the organic union of executive force
Realize what the crisis answers to devise clever strategies, it is safeguard mankind of significant victory crisis should mix again most crucial link, but having the strategy that fills wisdom and foresight merely is insufficient, the strategy that still needs the crisis is made carry out the organic union between with the strategy. Accordingly, the stand or fall that organizes the strategy to implement power affects the key that the strategy fulfils effectively.
Executive force is the strategic goal that individual and organization organize to come true, the medium that the influencing factor that organizes a target to the influence has standard, management, control is adopted and method. Xu Ke is in its " the government implements power " executive force of one book lieutenant general differentiates for: Understand power, forecast force, plan force, obedient force, organization force, innovation strength, evaluate force, ask duty force, adjust the ability such as force. As a result of the crisis paroxysmal, ruinous, cannot measure the characteristic such as gender, uncertainty, against a rainy day, formulating crisis government strategy beforehand is crucial undoubtedly. However, only and excellent and complete should be far insufficient to ruse design, must take the executive force of crisis management seriously highly likewise, it is to ensure the crisis manages the key that the strategy is able to fulfil and carries out. The condition that lose is short of to fall in executive force, no matter how brillant and the crisis of wisdom answers ruse, can be be an armchair strategist only.
(7) the strategy of the crisis heads force
Rob of haing Buddha business school is special Hageluofu ever had said • : The strategy is the key that decides a destiny, however, more important than the strategy is leader force. Strategic leader force is one kind can be forecasted, look into, retain flexibility and the integrated power that have on strategic management, foreknow force, creativity and the executive crucial leadership such as executive force. China takes unique character of the leader seriously very from of old, will wisdom, letter, benevolence, brave, severe regard the principal opinion that measures will handsome leadership ability as the standard. Take the strategy of the excellent wisdom that leader place has and the innovation sex that make from this seriously highly, because it is,ensure those who organize success or failure is crucial.
Before look up, forecast strength
Fast and decision-making power
Global thinking force
Force of agile meet an emergency
Strategic plan force
Make joint-stock source force
The strategy implements power
Graph
Crisis administration administration leads force to make element
1) the look up before the crisis, calculate capacity
2) the overall situation that the crisis handles thinks of peace keeping to control ability
3) fast and decision-making ability
As a result of the finite sex of the high uncertainty of the crisis and information, the management of the crisis and policymaker often expect to obtain more information, will reduce the uncertainty that plan of quick quick decision brings and risk sex. However, longer wait to may be brought about again sit break the crisis to control good chance. Accordingly, the plan of quick quick decision of crisis management must be on guard the tendency of two respects: It is lack information is cursory and decision-making with decision-making support; It is excessive analysis, indecisive, indecisive, thereby let slip a golden opportunity.
4) force of plan of crisis government strategy
Strategic management is the core of crisis management and soul. What crisis management stresses strategy particularly is important, because brillant ruse itself contain is worn,be wisdom be apt to is thought of, change neatly change, random act, make the administrative wisdom that change in order to change; It was included at the same time wisdom money of plan of choose and employ persons, essence of life, quick when grasping, the government that borrows force, be apt to take advantage of an opportunity opportunely is artistic. The cerebra that excellent crisis government strategy depends on the wisdom with prominent people, be apt to to think of not just, quick at the double eye that have an insight into, the flexibility that still needs camera act and quick-witted ruse and decisive action force. In addition, the crisis erupts should need more to the process at any time, everywhere, random, adjust the way that answers strategy and management with metabolic crisis ceaselessly along with the condition. Accordingly, the research of crisis government strategy is to help the mankind control successfully finally the crisis stubborns and intractable this one of crucial recipe of intense horse.
5) ability of agile and fast meet an emergency
Generally fruitful controller, the leader art of very perfectness evolution and management are artistic. They seek dynamic balance in the external environment that essence of life is full of variable at be in on one hand, also be good at the external environment that the basis changes ceaselessly at the same time, because of when, because of the ground, because of situation, because machine ground constitutes all sorts of crises,answer strategy. The strategy that implements to the crisis especially is led, often ask its leader has the flexibility of extraordinary, be different from the creativity that altogethers noisy, and right " constant " with " change " the deep understanding of the principle and apply. The form that they are good at adopting superb administrative experience and wisdom constituent strategy, system, standard tries solidify, form the wisdom inheritance with mutual organization. In the meantime, they are good at the crisis new condition that the basis changes ceaselessly and environment again, executive management and system innovate, be brave in to break all sorts of old administrative system systems manacle, according to the new issue that appears ceaselessly, crisis and challenge, creativity ground begins the work, in becoming crisis administration consequently with changeless should 10 thousand change, make the crisis that change in order to change manage a Great Master.
6) strong organization is coordinated and resource conformity ability
The crisis erupts to often can affect inside very short time very big society range, accordingly, requirement crisis leader has strong organization to coordinate ability and the high conformity ability of all sorts of resource.
7) strong crisis strategy implements power
The strategy and tactics pass good crisis to be carried out fruitfully only, the specific practice that crisis of ability translate into answers. Of all ages, bizarre warlike strategy all without exception passes the smooth ingenious of all glaring wisdom to be carried out strongly, the wisdom strange flower that just makes its conceive nicety blossoms stage of Yu Xiongwei‘s vast human war Shi Wu, become crazy those who pour all living creatures, the battle that glamour always is stationed in is classic. Savour the ability after all successful stories carefully to discover when us, outstanding crisis government strategy implements power is the lasting result that gets successful way. Send a such special setting conditions in contemporary crisis frequency especially, the flower that the crisis strategy with flexible innovation implements power is the ruse that makes everything magnificent, bizarre opens the only way on actual soil.
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