Accident crisis management: compensate the public for losses and apologize. Find out the cause of the accident and avoid making a big deal out of it. Admit your mistakes openly and take full responsibility. Mobilize the media to follow the process.
Unexpected crisis management: loss disclosure. Correctly handle disputes with the public. Tell the whole story. Come out. Preventive measures.
Victim crisis management (fake and shoddy): resort to law: show that you are innocent; Seek a fair evaluation of sanctions. Create public opinion pressure with the help of the media. Strengthen product differentiation and form economies of scale. The ways to deal with different types of crises are very different. Before dealing with the crisis, enterprises should first determine the type of crisis so as to take targeted countermeasures.
There are eight kinds of crises faced by enterprises: credibility crisis, decision-making crisis, management crisis, disaster crisis, financial crisis, legal crisis, talent crisis and media crisis.
1, reputation crisis.
It is the general impression and evaluation of the public on its products and services in the long-term production and operation process. A series of disputes caused by enterprises' non-performance of contracts and commitments to consumers, even caused great losses or injuries to partners and consumers, and the crisis caused by the decline of corporate reputation and the loss of public trust and support.
2. Decision crisis.
This is a crisis caused by business decision mistakes. Enterprises can't make business strategy correctly according to the changing trend of environmental conditions, and they can't operate or even walk into a dead end when they encounter difficulties. For example, the giant group set foot in real estate projects-building the giant building, and repeatedly increased the number of floors, implying a crisis in business decision-making. The decision-making mistakes were not adjusted in time, which brought disaster to the enterprise.
3. Managing the crisis.
It is a crisis caused by poor management of enterprises. Including product quality crisis, environmental pollution crisis and relationship dispute crisis.
First, the product quality crisis. Enterprises ignore product quality problems in production and operation, which makes unqualified products flow into the market and harms consumers' interests. Some product quality problems even cause personal injury and death accidents, which leads to consumers' panic, and consumers will inevitably demand that enterprises be held accountable.
Second, the crisis of environmental pollution. Enterprises' incomplete treatment of "three wastes", the leakage and explosion of harmful substances and other vicious accidents have caused environmental harm, dissatisfied surrounding residents, and the crisis caused by the intervention of environmental protection departments.
Third, the relationship dispute crisis. Crisis caused by wrong business philosophy, improper business methods, ignoring business ethics, poor service attitude of employees and relationship disputes. Such as vicious traffic accidents in the transportation industry, food poisoning in the catering industry, fake and shoddy goods sold in business, scandals of improper operation in the banking industry, loss of customer funds in the hotel industry, poor communication in the postal industry and fraud in the tourism industry.
4. Disaster crisis. Refers to the unforeseeable and irresistible force of an enterprise, such as natural disasters such as earthquakes, typhoons and floods, wars, major industrial accidents, economic crises, traffic accidents and other crises that cause huge losses. The crisis has brought huge property losses to enterprises, and it is difficult for enterprises to operate.
5. Financial crisis. Investment decision-making mistakes, ineffective capital turnover, stock market fluctuations, loan interest rates and exchange rate adjustments have temporarily cut off the supply of enterprises, making it difficult for enterprises to operate normally, and eventually leading to serious paralysis of enterprises.
6. Legal crisis. Refers to the weak legal awareness of senior leaders of enterprises, who are suspected of tax evasion and abuse of power for personal gain in the production and operation of enterprises. After the incident was exposed, the enterprise was in crisis.
7. Talent crisis. Crisis caused by frequent brain drain. In particular, the core employees of enterprises leave their jobs, and there is no suitable candidate for their posts, which brings a serious crisis to enterprises.
8. Media crisis. Authenticity is the basic principle of news reporting. However, due to the complexity and variability of objective things and environment, and the different positions of journalists in observing problems, it is common for the media to make mistakes in reporting. One is that the media reports on enterprises are incomplete or inaccurate. The media don't know the truth, and the report can't objectively reflect the facts, which leads to the enterprise crisis. The second is to misinterpret the facts. Due to the introduction of new technology, the media still analyzes and treats events according to the original concepts and attitudes, which leads to the crisis of enterprises. The third is to report an error. Man-made frame-up, blinding the media, causing the crisis of enterprises.