Keywords: crisis; crisis management
Abstract: There are more and more internal and external environmental crises in modern enterprises, and crisis management is to control the crisis of enterprises.
The most effective way, enterprises can control the deterioration of the crisis in time and alleviate various crises through crisis management.
Relationship, turn the corner. Modern enterprises should start from three aspects: crisis prevention, crisis resolution and post-crisis summary.
Take effective measures to strengthen crisis management and minimize or avoid losses caused by the crisis.
I. Crisis and crisis management
American public relations association.
America) defines a crisis as having a significant impact on the normal operation of an organization.
A devastating event. These events can not only attract media attention,
But also from the political, legal, financial and management aspects.
Our business has been very adversely affected. The crisis here is not just
Major accidents faced by enterprises to the public or customers, but including
Subjective and objective factors and force majeure will lead to enterprises
All the factors that put the industry in danger. In terms of classification, it includes human resources.
Resource crisis, product service crisis, customer crisis, industry crisis and financial crisis.
Machine, media crisis, computer technology crisis, work accident, litigation crisis
Machine, tort crisis, contract crisis, changes in policies and regulations, natural and man-made disasters,
Bankruptcy crisis, merger crisis, security crisis, enterprise strategic crisis,
Supply chain crisis, cultural conflict, diversification crisis, power transfer crisis
Waiting for 2 1 crisis mode. Under normal circumstances, corporate crises are
Four characteristics: suddenness, serious harm, unpredictability and public opinion.
Attention. It is precisely because of these characteristics that crisis management is very important.
Yes
Crisis management refers to the organization's efforts to deal with these crisis situations.
Information collection, information analysis, problem decision, plan and measures.
Formulation, solution, dynamic adjustment, experience summary and self-diagnosis
Process. Crisis management is like Osborne and Guble.
(Gabler) said: "Use a small amount of money to prevent it, not spend a lot of money."
Treatment. "The purpose of crisis management is to turn crisis into opportunity and make more enterprises.
Cross the trap and enter a new development period.
Second, the major foreign crisis management theory
1, public * * *
Mainly from the perspective of administration and the relationship between the government and the public.
Decision-makers' methods of managing crisis. Zhan Mu, a famous professor of public relations.
Jams E Grunig defines the public * * * relationship as: and.
Prepare management, communication, organization, public orientation, global operation and other functions,
Actively influence the public, establish a good relationship between the organization and the public, and provide assistance.
Organizations operate more effectively. For example, 198 1, US Federal Government Printing Office.
Published the report of the House Energy and Commerce Committee, Future Strategy:
Predict tomorrow's crisis ",studied energy policy and economic stability, society.
Social stability, environmental policy and government crisis management. In the same year,
Published by the Media Relations Expert Group of the Marketing Institute of American Savings Institutions.
This paper introduces the management of media relations in crisis, and studies savings and loans.
Money, family crisis management, crisis public relations and advertising are all resolving the crisis.
The role of. Public relations theory focuses on crisis.
Maintain a good relationship between the organization and the public after birth and establish a positive enterprise.
Image, effectively resolve the possible conflict between the organization and the public.
Wait a minute. Functions related to crisis management include environmental monitoring and crisis public relations.
And relationship management, that is, maintaining long-term equality with relevant interest groups.
, mutually beneficial bilateral relations, improve the business environment and public opinion of enterprises.
environment
2. Crisis management theory
Crisis management mainly refers to some technical problems after the incident.
Decisions and measures, such as managers choosing the right decision, personnel's
Deployment, aftermath and so on. Graham Allison (Graham
T.Allison) regards crisis management as a branch of decision theory,
In the nature of decision-making, the relationship between crisis and decision-making
Decision model. With the help of Jeffrey Smith
Crisis management under pressure puts forward relevant theories of psychology.
Personal psychological crisis management in tense situation. The role of crisis management
Yes: in the shortest possible time, solve the crisis at an appropriate cost, communicate effectively with the media, and communicate with consumers, the public and other related groups.
Communicate effectively, control the vicious development of the situation and protect the enterprise.
The legitimate interests of the industry itself.
The research in this field is mainly Michael Charles (Michael
T.Charles) in Crisis Management: A Case Study divides crisis management into
There are four stages, that is, mitigation before the incident breaks out.
Stage), the preparation stage before the event breaks out.
Response stage and event outbreak in event outbreak.
After the recovery stage, the method of case study is adopted.
This paper discusses how to carry out crisis management.
3. Crisis management theory
Now, the crisis theory has developed into a comprehensive and systematic crisis management.
Management stage. Simon A. Booth wrote in War of Crisis Management.
The abbreviation: competition and change of modern enterprises "puts forward that under the new competitive environment.
Enterprise crisis management. Enterprises should effectively deal with problems from enterprises.
The threat caused by the change of external environment needs crisis decision.
System, from enterprise organizational structure to internal control system and enterprise organization.
Culture should also change accordingly. Therefore, comprehensive crisis management comes from
Time can be divided into three stages: prevention in advance and control in the process.
And the recovery afterwards.
4. Business continuity management (BCM) theory.
This is a new model of crisis management in foreign enterprises today. business
Business continuity management (hereinafter referred to as business continuity management)
BCM) is different from the traditional crisis coping strategies. As a European and American enterprise,
As a part of enterprise management, the main concern is that enterprises are increasingly dependent on information.
Under the background of information technology, how to make modern enterprises in disasters?
While still ensuring the continuous operation of business, its purpose is to finally realize the government.
The steady and sustainable development of government departments and enterprises. "9 1 1" event
After the incident, Britain, the United States, Australia, Singapore and other countries accelerated.
Research and empirical analysis of BCM pace, a series of correlation
BCM national standard specification. Representative ones are: Britain.
Business continuity management: the route set by Business Continuity Association in 2002.
For the norm "; Disaster accident/response issued by National Fire Protection Association of the United States.
Emergency management and business continuity planning standards, 2004 edition; In 2005,
Awarded by the Bureau of Standards, Productivity and Innovation of the Ministry of Trade and Industry of Singapore Government.
Technical reference of cloth (TR 19), etc.
Third, the current situation and main problems of enterprise crisis management in China
1, weak sense of crisis management
Theory is the forerunner of action, and scientific crisis management is inseparable from danger.
Guidance of machine management theory. Even in the transformation of China's economic system and the West.
Fang's advanced enterprise crisis management theory was introduced to China.
In this context, many enterprises still attach great importance to the theoretical guidance of crisis management.
Not enough. Career magazine joined forces with China Human Resources Development Network and Zhongqing.
Online, China Enterprise Management Network is the same as "Enterprise Crisis Management in 2005".
The results show that 40% adults do not understand crisis management, and 40% adults are not in danger.
The concept of machine. Insufficient understanding of the importance of enterprise crisis management, one side
On the surface, it is said to establish and improve the enterprise crisis management mechanism. On the other hand,
However, they despise the guiding role of enterprise crisis management theory. Unwilling to learn
The advanced crisis management concept in the west places too much trust on individual entrepreneurs.
Experience and intuition, lacking the guidance of this crisis theory, directly lead to
The concept and method of enterprise crisis management are out of date and have entered the enterprise again and again.
Misunderstanding of crisis management.
2. There is no systematic crisis management operating system.
For enterprises, crisis management is imminent, and it is no longer just
Limited to dealing with emergencies, but focusing on the management of mining enterprises.
Deep-seated reasons are increasingly becoming an indispensable part of enterprise management.
Points. So, how to carry out scientific crisis management? French management science
Fei Yao once said that management is not a point, but a line and a stage.
The interrelated movement process. In crisis management, it is necessary to operate systematically.
Work, don't attend to one thing and lose sight of another. Only in this way can we penetrate the surface phenomenon.
Look at the essence, creatively solve problems and turn harm into benefit.
3. Lack of professional crisis information management talents.
At present, the crisis management in China, especially the crisis information management, is still in the primary stage.
In the initial stage, after strict education and training, I lack occupational risks.
Computer information management talents, information personnel generally do not understand management, management
The state that managers don't understand technology. Crisis management still depends on practice.
For non-professionals who grope for experience to implement it, it is easy to cause crisis.
Subjective, random and unprofessional management. Did not form a structure
Optimized, efficient and capable crisis management team to manage personnel information.
The management concept is not profound, the information method is lacking, and the information management means are not
Not mature enough, the level of information management is low.
4. The sense of social responsibility is not strong, and the concept of public relations is blank
Responsibility is the first priority in dealing with the crisis. Many crises are beginning.
This is not serious, but because of the company's attitude towards the public relations crisis.
And the way things are handled makes the crisis deeper and deeper. Enterprises are interested.
When enterprises are caught in a public relations crisis, media relations lack sufficient attention.
Statement or passive response to media reports, or
Overreacting to media reports that are not conducive to enterprises, leading to media
The tense physical relationship and other problems finally cost the company a heavy price.
Fourth, the basic ideas of crisis management
1, crisis prevention
Prevention in advance of enterprise crisis is better than treatment afterwards. crisis management
The idea is to prepare for danger in times of peace and prepare for a rainy day. A large number of facts prove that it is quite
Most enterprises have been troubled by the crisis and made predictions about it.
Prevention of losses suffered by enterprises is relatively small, therefore, prevention of crisis.
This is necessary.
(1) Establish a sense of crisis. The business of this enterprise is in poor condition.
At this time, it is easy to see the crisis in the enterprise, but in the enterprise
In its heyday, it is not easy to be prepared for danger in times of peace, but the crisis
It often appears when you least expect it. Therefore, enterprises are in crisis.
Management should first establish the concept of "crisis" and create "crisis"
The atmosphere makes business operators and all employees face fierce market competition.
Struggle, full of sense of crisis, understand that enterprises have crises and products have crises. Danger of use
The machine concept inspires employees' sense of hardship and spirit of struggle, and keeps fighting.
Fight, constantly reform and innovate, and constantly pursue higher goals. Microsoft manager
Bill Gates always warns his employees that our company is on the verge of bankruptcy.
It's only 12 months away from forever.
(2) Improve the crisis early warning system. Crisis early warning system is communication.
Through continuous monitoring of crisis risk sources and crisis symptoms, enterprises
Analyze the variables and possible dangers in the production and operation of the industry.
Set the alarm indicator light on the alarm source of the machine, catch the alarm in time and report to the group at any time.
The organization issued an alarm to remind the organization to take action on the crisis before it happened.
A system to reduce the scope of losses and the scale of disease outbreaks. perfect
Crisis early warning mechanism can improve the ability of enterprises to resist risks and promote
Enterprises calmly deal with the upcoming risks, and even avoid the occurrence of risks.
Healthy. Crisis early warning system mainly includes crisis monitoring and crisis information.
Screening and risk assessment, crisis prevention and control.
(3) Establish a crisis management system. Management system includes information system,
Decision-making system and operation system. The information system is mainly responsible for collecting
Information collection, information integration and external information transmission. By analyzing the collected data
Organize information and analyze the crisis caused to enterprises, society and the public.
In order to control the deterioration of the crisis, reduce the losses of enterprises and deal with the public,
The media make suggestions, summarize information and report to the top management of the enterprise in time.
Decision makers make correct and objective decisions. Decision-making system includes having enough
The authoritative crisis manager commander in chief is responsible for the overall work of dealing with the crisis.
Generally, it is held by the management decision-making level of the company, but also by the middle or grass-roots level.
Managers, but at this time must be granted greater power. operate
The system is the normal operation area and crisis-affected area within the enterprise.
Contact link, mainly responsible for the departments affected and unaffected by the crisis.
Ringing instructions and information transfer between departments. Timely crisis management
Decision-making and planning have evolved into actual combat coping strategies and plans, and
Implement these plans through professional knowledge. This crisis management system
Clearly define the work and objectives of each department, regardless of whether it should be
For what type, scale and nature of crisis, we will organize internal letters.
Information exchange is separated from information provided to external groups, which reduces misunderstandings.
Reduce the adverse consequences on corporate reputation.
2. Crisis resolution
(1) Start the crisis response system as soon as possible. From the crisis
According to its own characteristics, the outbreak of crisis events is sudden and extremely strong
Diffusion determines that the crisis response must be rapid and decisive. In a crisis
At the time of birth, enterprises should establish crisis management institutions as quickly as possible and divide them into
Analyze the causes and effects of the crisis and mobilize well-trained
Professionals, equipped with necessary crisis handling equipment or tools, at the same time
Make the truth of the crisis public through the media to prevent the situation from getting worse.
In crisis management, we must operate systematically and firmly in order to avoid it.
Take care of one thing and lose another.
(2) Be brave in taking responsibility and adhere to the supremacy of public interest. No matter what the surface is
What are the nature, types and causes of the crisis, and what is the enterprise?
We should take the initiative to take responsibility and respond positively. After the crisis, enterprises
If the industry faces the public and the media with a sincere and responsible attitude, it will be timely and
The public communicates with the media, so that the public will have a better view of the incident.
More, more willing to look at events and enterprises with optimism.
(3) Establish an effective information dissemination system and attach importance to crisis public relations.
When the social information channels are complex and diverse, for the same crisis
Communication may produce great differences in content, and once there is crisis news,
Appearing, with the intervention of mass media, will immediately cause public dissatisfaction.
Widespread public concern.
3. Post-crisis summary
Crisis summary is the last important link of crisis management.
It has important reference value for formulating a new round of crisis prevention measures.
Value, so we should make a serious and systematic summary of crisis management. On tiptoe
After the industrial crisis, it brought huge losses to enterprises.
A profound lesson. At this stage, investigate the causes of the crisis and make comments.
Assess the consequences of the crisis, carefully sum up the experience and lessons, and then be targeted.
Perfecting enterprise crisis coping strategies is very important for eliminating the consequences of crisis and restoring enterprises.
The normal operation of the industry is of great significance to reshape the corporate image.
Justice. In the crisis summary, enterprises will also find some problems that have not been discovered for a long time.
, or the resource could not be found. Such a discovery will benefit enterprises.
Make effective use of these resources or further strengthen them. Therefore,
In the process of crisis management, enterprises should accumulate various resources through crisis management.
With this experience, we should be good at finding the way to success from crisis management.
[References]
Graham T. Allison, Philip Zeljko. The essence of decision-making:
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1984; (8).
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And modern enterprise transformation. London: T.J. Publishing Company Limited,
1993.
[4] Robert heath Dealing with a full-scale crisis—
Crisis management shell structure. Safety science, 1998.
[5] Zhang Gang, Xie,. Review of crisis information management research. Journal of Information Science. 2006, (8).
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