The Etiquette of Crisis Management

As CEO of your company, you hope that your business is never faced with a crisis, yet this is something that happens to even the most successful people. Whether it is losing a valuable employee to the competition, having a major law suit brought against you or experiencing a major public financial setback, crises can affect businesses in many forms, and they typically occur without notice. A crisis, by its very nature, can be overwhelming, but like everything else in business, this can be handled in a mannerly way.

One of the most important parts of your crisis management plan is having preventive measures in place, because this can eliminate the potential for problems in the first place. Make certain that you have training and requirements in place addressing how staff should conduct business. Don’t be afraid to maintain high standards and require that from everyone involved. Think about all the situations that have the potential to go wrong and determine the steps you can take to position your company for limited exposure.

In my opinion, utilizing the web is a much better tactic because it reaches your client base on a more personal level. You may need to address the crisis on your website or in a mass letter or email. The challenge here is addressing the situation without making it into a bigger deal than it is. What might be huge to you might be a blip on the radar of everyone else. Again, this is where a team of trusted advisors can be helpful.

Keeping your cool while managing a crisis is never easy, but there is definitely proper etiquette to maintaining your composure, whether it be in front of your staff or facing the general public. Remember that people will take their queue from your reaction to the situation, so be sure to convey the severity of the crisis both in your dress and your demeanor. Taking the high road can mean taking a humble approach, apologizing if necessary and asking, “How can we make this better?” Often it is difficult to find a resolution when you have a defensive attitude, and crisis management is all about putting the incident to rest and getting back to business as usual. So remember to maintain your composure, and you will surely maintain the reputation and integrity of your company.