4 What is a Crisis?An intense, unexpected and unstable state that disrupts normal operations, has undesirable outcomes and requires out-of-the-ordinary measures to restore order and normality.Crisis management is the management at a strategic level of the medium and long-term consequences of the incident.Its prioritiesmaintenance of business continuityrestoration of customer, shareholder and public confidence.This is balanced against emergency management that is the direct management of the response to an incident and will have as its short-term priorities the preservation of life, protection of property and the prevention of escalation.
5 Objective of Crisis Management o Preservation of life and relief of sufferingo Protection of property and the environmento Maintenance of business continuityo Minimisation of financial and reputational losseso Restoration of public and customer confidenceo Restoration of normality (or the best that can be achieved) as soon as possible.
6 What are your crisis? Aggressive crowd, Hostages taking, Riot, etc. Crisis - RisksHow do you know your risks?Risk assessmentIdentify risksAnalyse riskRisk managementPlan risks controlMonitor and Control risks
7 Process of Crisis Management Identify risks/crisis scenario base on a formal risk assessmentDevelopment of emergency or crisis or management plans, which includeOrganization and resourcesInformation requirementSpecific procedure for managing identified crisis scenariosSpecific plans for business continuity and disaster recoveryDetailed processes for media handlingImplementation of the plans, close monitoring and evaluation
8 Process of Crisis Management PreparednessIdentified and training of crisis management team(s) including deputiesExercise crisis management team and supporting services at regular interval with realistic scenariosRegular review to ensure that the crisis and emergency management plans are up-to-date and appropriate training and exercises have been undertaken
12 อุปสรรคในการตัดสินใจ Time pressurePolitical pressureFatigueLack of informationConflicting of informationUncertaintyHealthPersonality
13 Decision Maker under Stress Experience conflict with othersPerceive selectivelyHave poor judgment
14 Decision Maker under Stress Less tolerant of ambiguityDecrease ability to handle tasks and thinkTendency toward aggression and escape
15 Decision Maker under Stress Consider only immediate situationChoose a risky alternativeHave tunnel visionSuccumb to “group think”
16 Problem-Solving Model Step 1: Size up the situation.What is happening?Who is involve?What are the stakes?
17 Problem-Solving Model Step 2: Identify contingenciesMurphy’s Laws:Nothing is as easy as it looks.Everything takes longer than you think it will.If any thing can go wrong, it will.
18 Problem-Solving Model Step 3: Determine objectivesObjectives are:Measurable targets.Used to monitor progress and establish prioritiesBased on size-up and contingencies.
19 Problem-Solving Model Step 4: Identify needed resources.What resources are needed?People, information (data), thingsWhere will I get them?How long will it take?What can others offer?Are there any special requirements?
20 Problem-Solving Model Step 5: Build a planYour plan should state:Who……Will do what…..(and with whom)By when.Where.How.Plans need to be communicated to all parties involved.
21 Problem-Solving Model Step 6: Take action and evaluate results.1. Size up situation2. Identify contingency3. Determine objective4. Identify resources5. Build a plan6. Act and evaluate
22 What are some blocks to effective decision making? Perceptual blocksCultural blocksEmotional blocksIntellectual blocks
23 What else can you do to prevent making poor decisions in a crisis situation? Know yourself.Don’t rush decisions.Get input from others.Be flexible.Don’t be afraid.Ensure you have all the pertinent and most current information.Consider all the available options.