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内容简介

All organizations are subject to crisis. Managers whose organizations encounter a crisis must act quickly-to recognize its source, contain it, and eventually resolve it with the least amount of damage. Yet few managers receive any formal training in this critical area. This book aims to remedy the situation by explaining the essentials of crisis management and providing a practical framework for stabilizing, then mastering, an unantici-pated crisis. Topics include:
Preparing for and avoiding crises
Recognizing crises when they happen
Developing contingency plans
Learning from past crises
Plus, readers can access free interactive tools on the Harvard Business Essentials companion Web site at.

作者简介

Larry Barton is President of The American College, a nonprofit institution based in Bryn Mawr, Pennsylvania, which focuses on the insurance and financial services industries. Dr. Barton is the author of three books, including the best-selling Crisis in Or

目　　录

Introduction
Taking Stock of Potential Perils
What Could Go Wrong?
Sources of Potential Crises
Identifying Potential Crises
Prioritizing Potential Crises
Summing Up
2 Avoiding the Avoidable
An Ounce of Prevention...
Prepare a Systematic Program of" Crisis Avoidance
Heed the Signals of-Impending Crisis
Look Be~oreYou Leap
Don't Forget About Insurance
Summing Up

Introduction Taking Stock of Potential Perils What Could Go Wrong? Sources of Potential Crises Identifying Potential Crises Prioritizing Potential Crises Summing Up 2 Avoiding the Avoidable An Ounce of Prevention... Prepare a Systematic Program of" Crisis Avoidance Heed the Signals of-Impending Crisis Look Be~oreYou Leap Don't Forget About Insurance Summing Up 3 Contingency Planning Preparing Today for Tomorrow's Problems Step 1: Organize a Planning Team Step 2:Assess the Scope of the Problem Step 3: Develop a Plan Step 4:Test the Plan Step 5: Keep the Plan Up-to-Date AreYou Ready? How One Company Plans and Prepares for Crises Summing Up 4 Crisis Recognition Where There's Smoke, There's Fire Different Warning Signals Why Warnings Are Often Unheeded Solutions Summing Up 5 Containment Preventing a Bad Situation from Becoming Worse Rule 1:Act Quickly and Decisively Rule 2: Put People First Rule 3: Be on the Scene Rule 4: Communicate Liberally When in Doubt, LetYour Training,Values, and Instincts GuideYou Summing Up 6 Crisis Resolution The Road to Recovery Move Quickly Gather Facts Continually Communicate Relentlessly DocumentYour Actions Use Project Management Techniques When Appropriate Be a Leader Declare the End of the Crisis Summing Up 7 Mastering the Media Make It Your Story Handle the Media with Care Match the Message and Media to Different Segments …… 8 Learning from Your Experience Appendix A: Useful Implementation Tools Appendix B: How to Write a Press Release Notes For Further Reading Index About the Subject Adviser About the Writer

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