Enterprises face a variety of crises in production and operation, and no matter which kind of crisis occurs, it is possible to bring a fatal blow to the enterprise. Enterprises through the crisis management countermeasures to nip some of the potential crisis in the bud, to minimize the inevitable crisis losses. Although the crisis is contingent, but the crisis management countermeasures are not without rules to follow. We summarize the practice of crisis through the enterprise, it is not difficult to find crisis management countermeasures mainly include the following aspects:
(a) do a good job of crisis prevention
Crisis causes are many and varied, does not exclude the occasional reason, most of the crisis has a change in the process of generation. If business managers have a keen insight, according to the daily collection of information in all aspects, can take effective preventive measures in a timely manner, it is possible to avoid the occurrence of the crisis or make the crisis caused by the damage and the impact as much as possible to minimize. Therefore, crisis prevention is the first part of crisis management.
1, establish a strong sense of crisis. Enterprise crisis management should establish a crisis concept, create a crisis atmosphere, so that the staff of the enterprise in the face of fierce market competition, full of sense of crisis, the prevention of crisis as part of the daily work. First of all, crisis management education for employees. Educate employees to recognize that the prevention of crisis depends on the *** with the efforts of all employees. Crisis awareness of the whole staff can improve the ability of the enterprise to resist the crisis, and effectively prevent the crisis from occurring. In the production and operation of the enterprise, employees always put communication with the public in the first place, and maintain good relations with all sectors of society, to eliminate the hidden danger of crisis. Secondly, crisis management training is carried out. The purpose of crisis management training is different from crisis management education, which is not only to further strengthen the staff's awareness of the crisis, but more importantly, to allow employees to master the knowledge of crisis management, improve crisis management skills and psychological quality in the face of the crisis, thereby improving the crisis management level of the entire enterprise capacity.
2, the establishment of crisis prevention early warning system. Crisis prevention must establish a highly sensitive and accurate early warning system. Information monitoring is the core of the early warning, at any time to collect all aspects of information, timely analysis and processing, to nip hidden dangers in the bud. Crisis prevention needs to focus on the collection and monitoring of the following information: First, collect public feedback on the product at any time, and closely monitor the various factors and appearances that may cause a crisis. The second is to grasp the industry information, study and adjust the development strategy and business policy of the enterprise. Thirdly, study the status of competitors and compare their strengths, so as to know ourselves and our competitors. The fourth is to identify, classify and analyze the monitored information, to make predictions on the types of possible future crises and their degree of harm, and to issue crisis alerts when necessary.
3, the establishment of crisis management organization. This is the enterprise crisis management effective organizational guarantee, not only is this an essential part of the organization to deal with the crisis, but also very important in the daily crisis management. Before the crisis occurs, the enterprise should do a good job of crisis preparation, the establishment of a crisis management organization, the development of a crisis management work procedures, clear leadership and members of the responsibilities. The establishment of crisis management institutions is the successful experience of developed countries, which is the organizational guarantee for the smooth handling of the crisis and coordination of all aspects of the relationship. The specific organizational form of the crisis management organization can be an independent full-time agency, or a cross-departmental management team, or set up a full-time staff in the strategic management department of the enterprise instead. Enterprises can decide flexibly according to their own scale and the nature and probability of possible crises.
4. Develop a crisis management plan. Enterprises should be based on the different types of crises that may occur to develop a set of crisis management plan, clear how to prevent the outbreak of the crisis, once the crisis outbreak immediately make targeted responses. Crisis management plan should be formulated in advance to include the enterprise's multi-faceted response plan. In the plan to focus on the dissemination of crisis channels and solutions.
(ii) accurate crisis confirmation
Crisis managers should do a good job of daily information collection, classification management, the establishment of a crisis prevention and early warning mechanism. Crisis managers should be good at capturing information before the crisis occurs, and confirm the type of crisis as soon as possible when the signs of crisis appear, so as to do the preliminary work for effective crisis control.
(C) Crisis Handling
1, effective crisis control. After the crisis, the crisis management organization quickly investigate the cause of the incident, find out the truth, as far as possible, the real and complete situation announced to the public, all departments to ensure the consistency of the information, to avoid all kinds of unwarranted suspicion of the public. Cooperate with the investigation of the relevant investigation team, and do a good job of responding to the relevant departments and the media's explanations as well as the aftermath of the accident. Speed is the key to the crisis control stage, decision-making should be fast, action should be decisive, the strength should be in place.
2, quickly come up with solutions. Enterprises with the fastest speed to start the crisis management plan. Each crisis is different, should be for specific problems, at any time to amend and enrich the crisis handling countermeasures. Proactive, sincere, rapid response, the public interest first is the best strategy for enterprises to face the crisis. Enterprises should grasp the initiative of publicity and reporting, by holding press conferences to inform the public of the specifics of the crisis, the enterprise's measures to solve the problem, etc., the information released should be specific and accurate, ready to accept the media and the relevant public interviews, to solve the problem in the principle of the public interest first. Can also use the role of authoritative institutions to solve the crisis, dealing with the crisis, it is best to invite the authorities to assist the investigation to win the public's trust, which often can play a decisive role in the handling of corporate crises.
(D) the aftermath of the crisis
The aftermath of the crisis is mainly to eliminate the residual problems and impact of the crisis handling. After the crisis, the corporate image has been affected, the public will be very sensitive to the enterprise, to rely on a series of crisis aftermath management work to restore the impact.
1, the crisis summary, assessment. A comprehensive evaluation of the crisis management work, including the organization of the early warning system and work procedures, crisis management plan, crisis decision-making and other aspects of the evaluation, to exhaustively list the crisis management work of the various problems.
2. Rectify the problems. Most of the crisis outbreaks and corporate mismanagement related to the summary assessment of the proposed corrective measures, and tasked the relevant departments to implement one by one to improve the content of the crisis management.
3, looking for business opportunities. Crisis to the enterprise to create another environment, business managers should be good at using the crisis to explore new ways of operation and major reforms. In this way, the crisis may bring business opportunities to enterprises.
In short, the crisis is not the same as business failure, the crisis is often pregnant with opportunities. Crisis management is an art, is a long-term planning in the enterprise development strategy. Enterprises in the continuous pursuit of technology, market, management and organizational systems and a series of innovations at the same time, the crisis management innovation should be placed in an important position. The success or failure of an enterprise in crisis management can show its overall quality and comprehensive strength. Successful enterprises are not only able to properly handle the crisis, but also able to turn the crisis into business opportunities.