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Crisis Communication

What do you do when someone gets hurt?

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http://www.slideshare.net/JHMoss/crisis-communication-57527422

Audience:                 Colorado Bicycle Event Coalition

Location:                  REI Downtown, Denver, COlorado

Date:                        January 21, 2016

Presentation:            Crisis Communication

For additional articles on the subject see:

10 Signs of Great Risk Management                                        http://rec-law.us/sUzpHT

7 Mistakes Made by People who are called Defendant         http://rec-law.us/stli09

Crisis Response                                                                           http://rec-law.us/ul6Nrl

Reasons Why People Sue                                                         http://rec-law.us/uZ5RKR

Ten Commandments of Dealing with People in a Crisis      http://rec-law.us/KoI8Xo

Remember the law changes constantly, this presentation may be out of date. Check back at www.recreation-law.com and with your attorney to make sure the information is still valid.

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By Recreation Law    Rec-law@recreation-law.com         James H. Moss         #Authorrank

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A victim is:

­  Anyone who was bleeding, unconscious or in pain

­  Anyone related to the above

­  Anyone who was with the above

­  Anyone who saw any blood or pain

­  Any guest who heard about the incident

­  All Employees

­  Outside sources who responded to the incident

Remember: A Victim was originally a Guest of your Business.


Ten Commandments of Dealing with People in a Crisis

  1. THOU SHALL NOT LIE.

2. THOU SHALL TRULY CARE FOR YOUR CUSTOMER.

3. THINK “WHAT IS RIGHT”

4. IDENTIFY ALL OF THE POSSIBLE VICTIMS AND DEAL WITH ALL VICTIMS

5. COMMUNICATE: ANY INFORMATION IS HELPFUL

6. MAKE NO PROMISES, EXCEPT THAT YOU WILL FIND THE ANSWERS.

7. PROVIDE FACTS, TRY NOT TO PROVIDE OPINIONS

8. UNDERSTAND THE PROBLEMS, NOT THE CAUSE

9. FOLLOW UP, NEVER FORGET THEM

10. START AND END YOUR APPROACH WITH YOUR CORPORATE MOTTO.

© JAMES H. MOSS 2002 – 2011

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Reasons Why People Sue

clip_image002               Why   This questions is never answered

clip_image002[1]               How   No one will Answer this question

clip_image002[2]               Where   Why won’t they tell me where the accident happened

clip_image002[3]               Answers   No one will answer my questions

clip_image002[4]               Justice   I want justice its been promised to me since first grade

clip_image002[5]               Community   I don’t want anyone else damaged by this company

clip_image002[6]               Retribution   I want to put them out of business

clip_image002[7]               Communication   I want someone important to talk to me

clip_image002[8]               Acknowledgement   I want them to admit they were wrong

clip_image002[9]               Revenge   they should not have treated me that way

clip_image002[10]               Closure   An element of many of the above, but important in the US today.

clip_image002[11]               Send a Message   to protect others or to get a reaction or a change

clip_image002[12]               To Change the World

clip_image002[13]               Moral Vindication   I as right!

clip_image002[14]               Moral Justification   I was not responsible for my child’s injuries

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Crisis Response

clip_image001A Crisis is defined by your guest, not by you.

clip_image001[1]Just because you do not define the situation as a crisis, does not mean it is not one.

clip_image001[2]Every crisis requires a response, no matter what your position in the crisis

clip_image001[3]Get Help: It will provide support for you and confidence for your guest

clip_image001[4]Goal 1 is to resolve the crisis. You may not solve it.

clip_image001[5]Goal 2 is to bring the person in crisis to a better emotional level

clip_image001[6]Goal 3 is to survive the crisis yourself

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10 Signs of Great Risk Management

Score 1 Point for Each Correct Answer

1.     You have a Risk Management Plan

2.     Employees know the Risk Management Plan

3.     Employees know their place in the Risk Management Plan

4.     Employees know the responsibilities of the person above and below them in the Risk Management Plan

5.     The Risk Management Plan has been updated in the past 12 months

6.     The Employees have been trained in the Risk Management Plan in the past 12 months

7.     A mock disaster has been held using the Risk Management Plan

8.     You have identified a team to deal with the human issues of a disaster

9.     Senior Managers have gone through the same training and drills as the employees

10.    You have not had to use the Risk Management Plan

0-1 Point: Lock the doors and go home now.

2-5 Points: Prepare for a lawsuit

5-7 Points   Good, but you can do better

7-9 Points   Not bad

10 Points    Excellent

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7 Mistakes Made by People who are called Defendant

1.  Hire and retain Uncaring Employees: Hire Well, Train Well, and Treat Well

2.  Failing Know Your Customers and why they are buying from you.

3.  Failing to Treat Your Customers the Way They Want to Be Treated:

4.  Examining the problem from Your Perspective: Your customer sees the problem differently than you. The customer may not even understand the problem.

5.  Placing a ridiculous value on principles and pride. Principles & Pride Goeth Before a Lawsuit

6.  Never know Why you are being sued: Sticking your head in the sand, or passing the problem to a lawyer does not resolve the problem.

7.  Forgetting What Your Mother Taught You: If you act like your mother taught you, you won’t be sued.

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