CRISIS MANAGEMENT

Captain Jose T.Tiglao, PCGA, MAED Vice President for Administration Director, NSTP Southwestern University

Disaster.

Why this lecture?Philippines is a disaster prone country. It is a fact that no one can deny. Over and above natural calamities, we are also confronted with manmade disasters. To a smaller scope but of same magnitude are personal crisis that hit us almost in all facets of our human existence.

Crisis knows no Bounderies No Creed Gender Age Race Social stature Mercy

Warning!Disaster or Crisis Management to most if not all, is something that is not worth even spending or investing both time and effort. As we see this subject matter too hypothetical and to some extent morbid.

What this is all about?This subject is not intended to answer everything. However, it will provide you with enough knowledge on how to deal, manage and hopefully survive when crisis or disaster strikes

What is a Crisis NOUN: pl. crises (-sz) A crucial or decisive point or situation; a turning point. An unstable condition, as in political, social, or economic affairs, involving an impending abrupt or decisive change. An emotionally stressful event or traumatic change in a person's life

Crisis is Emergency Situation May involve element of surprise Often lack sufficient information Intense internal and/or external scrutiny.

Two types of crisisNATURAL or MAN-MADE Anything that is brought about by nature or anything that is caused by man

Is it all about danger?

ImpactEither of the two causes injury, physical/economic dislocation, psychological/emotional anxiety and worst is death. The severity or magnitude of disaster is very much dependent on the degree of preparation, response and recovery.

Excuses for failureIronically, in-spite and despite of several disasters that hit our country, the same excuses are being reiterated by people and entities we expect to respond on crisis situations. Excuses ranging from lack of funds, resources, manpower and utilities and worst is the absence of organized and synchronized response.

Disaster or Crisis Management is Is a relatively new field of management. Typically, proactive crisis management activities include PREVENTION forecasting and identifying potential crises and PREPARATION on how to deal with them. In the face of a crises, real crisis management includes RESPONDING intervening to minimize damage and RECOVERY from any damage to public image and assure stakeholders that recovery is underway

What ifWe need to be ready to answer WHAT IF? Hence, we need to invest resources in drawing and designing our Crisis Management Plan (CMP) to determine how disaster/crisis can be avoided or reduced in scope.

LessonsThe biggest tragedy of man is not the misery of life but by not learning on the lessons of the past.

Survival Tool

The P2R2 Methodology of Crisis Management

PREVENTION Rule 1: Avoid what you can

How to preventCrisis prevention, at its best, is the equivalent of a medical full body scan or Annual Executive Check up. Prevent what you can, confront what you must

Knowing ahead is the keyKnowing the road ahead is a good strategy for you to reach your destination faster and safer. It gives you time to prepare and what lies ahead. You will obviously not ride a bicycle knowing that it will require you to ride a plane to go to Manila. Recognizing that, you will prevent yourself from buying a bicycle. Instead you will get a plane ticket.

Prevention Knowing ahead of time the risks of various events happening Identifying and correcting what you can do to avoid it from happening Learning to read the right warning signals Knowing when to act, react, and escalate

Warning Signals Listen to authorities/experts Inspect your place, equipment, and how you do things. Communicate with others

How we see thingsWe all differ the way we see, understand and appreciate things.

Anatomy of CrisisKnowing how serious crisis can be is essential in crisis management. You will surely ignore things that will not really hurt you that much.

Anatomy of CrisisThere are two stages in every crisis situation. The Acute and Chronic phase. The determination lies on your ability to respond appropriately in a timely fashion. The moment crisis strikes it is imperative that you should know what the crisis is, how to contain it to minimize damage and whom to call for help if needed. Remember that crisis do not give you luxury of time hence at first instance it is already at the acute phase.

Containment is the gameChronic phase will require more time to resolve. It will require more actions and resources to address the crisis. At this stage, you will be more exposed and vulnerable in more serious problems and issues. Hence, it will be wise that you do not allow crisis to gain momentum reaching a chronic phase.

Prevention tool Perform Risk Assesment. Take time to assess. Knowing possible dangers in your family, house and surroundings is the best way of being not a victim. Invest time of identifying various risk/dangers (eg. Fault lines, water basin location, history of floodings, crimes, etc.) list all those that you consider as a matter of concern.

Risk AssessmentA multi-disciplinary tool to determine current and potential vulnerability or exposure. It also identifies potential solutions and counter measures. Every weaknesses may result in emergencies or crises of varying magnitudes if not corrected.

When does it becomes a Crisis?

A new policy is approved to allegedly improve the safety of students Some are affected, many are not. The affected students call it unfair and voice dissatisfaction. A group of students formally meet their teacher; he responds that its not his decision. Another small group of students decide to ignore the new policy. 2 students are reprimanded, one student is immediately expelled. The news of the reprimands and expulsion spread; polarization begins among the students. 2 small incidents of violenceone verbal abuse and one physical occur within a short time span. Some school equipment is damaged in the fight. The students involved are all suspended.

When does it become a Crisis University Officials are aware of the escalating situation and decide to review the policy. They call a special meeting in one week so that key decision makers can all attend. The media calls and wants the school to make a statement regarding the policy and the situation. 4 student leaders quit and walk off the campus at the same time. They are in the same college. The news headlines in the local paper announce Studetns Call New University Policy Unfair. Students started withdrawing their enrolment and has gone up 48% in the past 3 days. It is suspected that some students will follow as well Students walk off the campus in mass and call a sit strike.

Prevention Standards Conduct a risk assessment Develop warning signals system Monitor events Take appropriate action to prevent problems

PREPARATION Rule 2. Preparation should come first before the crisis and not during the crisis.

"Before the crisis, it is important to build good will and good relations on a daily basis," said media consultant Virgil Scudder

The other vital component of crisis management preparation is the creation of an intelligent and forceful strategy for dealing with various crises if they do occur.

Denial is Fatalcrisis is something that happens to someone else. Worst, most are on denial stage. No, it wont happen to me are common statements that we can hear.

DENIAL usually only worsen the situation as you pretend that everything is fine when in fact it is not. One must remember that it is more costly to react and respond in a panic mode than act and respond in a manner that you prepared yourself.

How to prepareRequires the following: First, conduct vulnerability/risk assessment to determine what most likely to hit you. Second, draw up your Crisis Management Plan (CMP) with identified experts and resources according to the identified risk. Third, Identify who will do what, when, where and how. It is crucial that a leader has been identified in advance

RESPONSE Rule 3 Confront what you must

It is of vital importance that we know when to act. When a crisis does erupt, prompt and proactive communication becomes a cornerstone of crisis containment strategy.

Failure to recognize and act on the crisis on time will mean increased severity and will require longer time to isolate and contain.Over reacting on the other hand poses serious draining effect to human and financial resources. Hence, recognizing the warning signals at the early stage spell the difference between prevention and response.

Rule 4. In times of Crisis Democracy is deleted in the dictionary. The leader makes the RULE.

In RespondingEffective and clear communication is crucial to make a clear and decisive action and decision. As much as possible only FACTS and NOT ASSUMPTIONS are given to the team during the first moments of a crisis. Staying close to what is factual as against speculations and assumptions is the safest way to go.

Take NoteIn the bar of public opinion Perception becomes truth,"

When in CrisisBe open and honest. Such a stance may well garner sympathy specially if the crisis is one over which your institution has little control, such as malicious accusations. Be candid, be truthful, and give people what they only NEED TO KNOW.

Time is crucialReact quicklyYour actions in the early stages of a crisis will determine how people will see how the crisis goes and whether you are perceived as good guys who had an accident or bad guys.

Arm yourself with the facts. It can terribly go wrong whenever you make public statements based on incomplete knowledge of events.

RECOVERY Rule 5. Manage the Crisis and Do not allow Crisis to manage you

Waste no time to proceed to Recovery Phase. You cannot afford to stay in the crisis mode. While attending to the crisis situation, the interest and focus on getting over with it should be fast.

Thank youWhy worry when you canPRAY