| In an ideal world, we would never have crises. Yet in | | | | do just that. Ditch anything unimportant. |
| the real world we do. Managing crisis is quite a | | | | Priority Two - Communicate quickly, simply and |
| challenge, so here are some thoughts on how to make | | | | personally to those at the sharp end about what they |
| it work best for you. | | | | must do and those balls they can drop during the crisis. |
| Crisis management is about focus, pure and simple. | | | | This is time for you to show your face on the |
| It's about getting into a frame of mind where you | | | | shopfloor and help out. Now it doesn't mean that you |
| entirely focus on those things which are vital in the | | | | do everything yourself, because you have to be able |
| circumstances in which you find yourself and your | | | | to get above the crisis and focus on the big picture. |
| business. | | | | Priority Three - Be with your people, recognise what |
| The things that must happen - and ditching those things | | | | they are doing and tell them how proud you are with |
| that don't need to do right now, until a better day. | | | | what they have achieved. Praise, thanks, |
| For me, customer or client focus has always been the | | | | encouragement and pride in them. Right here, now! |
| place to start. What would those most important to | | | | Finally and just as importantly as the challenges you |
| your business people expect from you? | | | | have overcome, it's time for Reflection. |
| They are not, quite rightly, concerned with what your | | | | Start with working out what went well during the |
| problems are - they just expect to be looked after as | | | | challenge you've had and also about what could have |
| well as ever. This is your top and if you want, only | | | | gone better. Fit that into a clear plan for the next time. |
| goal, on a day when everything seems to be going | | | | Reflect also on the capabilities of your people and let |
| wrong. It's actually a great place to go if you need | | | | them know more formally how well they did. Celebrate |
| focus and freedom! | | | | in some tangible way with them. It's a two-way street. |
| Priority One - Focus all your attention on the most vital | | | | It's also time to reflect on a bigger strategic plan over |
| thing your customers will want from you today and | | | | how to prevent such crises happening in the future. |
| park the rest. | | | | There is no time like the present to do this. Learn while |
| They want the usual high levels of attention they | | | | it's still fresh in your mind. And in the minds of your |
| usually get - and this must be your total focus. Many | | | | people. |
| bureaucratic jobs can be postponed - so be the skilled | | | | It is possible to be crisis free. |
| manager you are and take a position to be brave and | | | | |