chapter 6 crisis communication.pptVIP

Management Communication Chapter 6 Crisis Communication Objectives Crisis management connotation; Basic principles of crisis management; Features of crisis management; Types of crisis management; Steps for crisis management; Tactics to crisis management; 6F principles of crisis management. Crisis communication Crisis communication / Crisis management: 危机管理是企业为应对各种危机情境所进行的规划决策、动态调整、化解处理及员工培训等活动过程，其目的在于消除或降低危机所带来的威胁和损失。 Crisis communication is generally considered a sub-specialty of the public relations profession that is designed to protect and defend an individual, company, or organization facing a public challenge to its reputation. Crisis management connotation Crisis monitoring; Crisis early warning; Crisis decision; Crisis dealing. Basic principles of crisis management Principle of institutionalization; Principle of henesty image; Principle of information application; Principle of prevention; Principle of paying attention and participation; Principle of quick response; Principle of innovation; Principle of communication. Features of crisis management Unexpectation; Destructiveness; Uncertainty; Emergency; Information source lacking; Public opinion concerning. Types of crisis management Reputation crisis; Decision crisis; Business management crisis; Disater crisis; Financial crisis; Law crisis; Talents crisis; Medium crisis. Business management crisis Product quality crisis; Environment pollution crisis; Relation dispute crisis. Steps for crisis management To set up crisis communication team; To select spokeman; To train spokesman; To set up information communication principles; To confirm and understand your audience; To preview; To evaluate and appraise crisis; To confirm key messages. To decide information communication mode; To tide crisis safely. Tactics to crisis management To guard against crisis; To confirm crisis correctly; Crisis dealing; Rehabilitation works. To guard against crisis To set up strong crisis consciousness; To set up the prior-warni