| Description |
1 online resource |
| Contents |
Intro -- Title page -- Copyright -- WHAT YOUR COLLEAGUES ARE SAYING ABOUT CRISIS COUNSEL -- DEDICATION -- ACKNOWLEDGEMENTS -- FOREWORD by DR. ROBERT HEATH -- FOREWORD by HELIO FRED GARCIA -- FOREWORD by Tony Langham -- CONTENTS -- Introduction -- Managing Conflicting Advice, and Why It's Important -- The book will help you to: -- Structure -- Key Takeaways -- Chapter One -- Roles and Responsibilities: Who Does What in a Crisis? -- This chapter will help you to: -- The Nature of Crises -- Avoiding the Legal Response Syndrome -- The Role of Lawyers -- The Role of Lawyers in a Crisis |
|
The Role of Communicators -- The Role of Communicators in a Crisis -- So What's Different? -- The Decision Maker -- How to Get lawyers and Communicators Working Together in a Crisis -- Recognizing the Crisis -- A View from the Executive Suite -- Key Takeaways -- Questions for Discussion -- Chapter Two -- Lawyers' Insights -- This chapter will help you to: -- Where Advice Conflicts -- The Risk of Speed -- Who Should Be in Charge? -- Relationships and Working Better Together -- Perceptions of Value -- Summary of findings -- Key Takeaways -- Questions for Discussion |
|
Chapter Three -- Cases: Product Crises and Why They Hurt -- This chapter will help you to: -- The Boeing 737 MAX Disasters -- Samsung Gets Hot -- Missing the Joke -- Negative Online Reviews -- The Pentium Chip Recall -- Doing Business in China -- A Mouthful of Mouse -- Chipping Away at Reputation -- Just Cruisin' Along -- Key Takeaways -- Questions for Discussion -- Chapter Four -- Why Should I Apologize? -- This chapter will help you to: -- What Can Go Wrong -- Reasons for Your Organization to Apologize -- When Lack of Apology Becomes the News -- Sometimes it's Just too Late |
|
Apologizing to Reduce Liability -- But I've Done Nothing Wrong! -- The Political Apology -- Governments -- Organizations -- Companies -- Key Takeaways -- Questions for Discussion -- Chapter Five -- How to Apologize -- This chapter will help you to: -- A Job Well Done -- The Great Chicken Disaster -- Eight basic steps towards an effective apology -- How Not to Do It -- Words and phrases to avoid in an effective apology -- Key Takeaways -- Questions for Discussion -- Chapter Six -- Case Studies: Patently Obvious Risk -- This chapter will help you to: -- Backcountry Claims a Natural Word |
|
Fast Food Fiascos -- Taking it Up to the Big Boys -- Who Thought This Was a Good Idea? -- The Value of a Sense of Humor -- Taking on a Charity Icon -- Key Takeaways -- Questions for Discussion -- Chapter Seven -- Dealing With the Media -- This chapter will help you to: -- When it All Goes Wrong -- Try Humor -- The Role of Spokesperson -- Desired Qualities of a Crisis Spokesperson -- Who Should be the Crisis Spokesperson? -- Speaking With One Voice -- Where to Go? -- Getting Ready to Speak -- Getting Your Message Across -- What to Say ... and Not Say -- Dos and Don'ts of Crisis Communication |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Online resource; title from digital title page (viewed on January 06, 2022) |
| Subject |
Crisis management.
|
|
Communication in crisis management.
|
|
Conflict management.
|
|
Conflict management
|
|
Communication in crisis management
|
|
Crisis management
|
| Form |
Electronic book
|
| ISBN |
9781944480677 |
|
1944480676 |
|
