Archive for crisismanagement SmartBlogs

Crises often occur unexpectedly. What can never be unexpected is a leader’s response.

The leader must assume control of the response with alacrity as well as authority. Integral to the response must be the leader’s command presence and the ability to communicate coherently and correctly.

Do these things and the crisis will remain, but people involved in the crisis will be assured that someone is in charge and is mobilizing the right resources and right people to solve the problem.[…] Continue Reading »

Even though it happened over 20 years ago, the memory is vivid: While working in corporate America, I was waiting for a fax for one of my projects. Upon hearing the sound of an incoming fax, I grabbed the paper off the machine, read it, and then lost all thought of the task on which I had been so urgently focused.[…] Continue Reading »

Karen B. Peetz, president of BNY Mellon, is no stranger to crises of confidence. She served as a member of Penn State’s Board of Trustees and later as the board’s chairwoman when the university had to deal with the child sex abuse scandal of its storied football team led by longtime coach Joe Paterno. “Somebody had to step up and say we accept responsibility,” she told attendees of the SIFMA Annual Meeting Tuesday.[…] Continue Reading »

It’s unlikely that you’ll ever have to apologize for a debacle that’s anything like the Affordable Care Act’s glitch-glutted computer-system rollout. But looking at the way President Barack Obama has responded can provide valuable lessons for whenever you might fail to meet the expectations of your boss, your staff, a valued customer or any other party. Here’s how you can lessen the fallout from a fiasco.[…] Continue Reading »

It was every CEO’s worst nightmare. Seven customers died in 1982 after taking the company’s most popular and profitable product. Instead of getting relief from common colds or a headache, they were given a death sentence. The extraordinary way that the CEO of Johnson & Johnson, James Burke, strategically utilized influence to respond to this major crisis made him a legend and the pharmaceutical giant one of the most respected companies in the world.[…] Continue Reading »