CRISIS MANAGEMENT
INTRODUCTION
At first glance, the phrase “crisis management” appears to be a contradiction in terms.
After all, a crisis is a crisis in large part because it emerges as if from nowhere and
challenges our sense of what is normal and well-managed. A crisis is also frequently
characterized by confusion or even panic, and occasionally induces rational individuals to
throw up their hands and run around in circles.
Can one actually manage a crisis?
The short answer is yes, provided one accepts three fundamental precepts:
- Crises are inevitable;
- Like any other management challenge, crises should be planned for, at least in the sense
that certain management procedures can be agreed upon in advance and implemented once a
crisis hits; and
- Crisis management is an integral part of every manager’s responsibility.
Any department, or any branch in a department, may find itself in a crisis
management role.
This booklet is based on these precepts. It is composed of a collection of observations and
lessons learned by public and private sector managers who have worked their way through a diverse
range of crises. The reader is offered a synthesis of these experiences. What is striking is
that so much of what is required to successfully manage a crisis is plain common sense.
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