As the saying goes, no crisis is the biggest crisis. Do you know what this is? Next, I sorted it out for everyone to read!

?

Article 65438+0××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××

Through this study and inspection, on the one hand, I was deeply educated, increased my knowledge and learned knowledge, on the other hand, I was deeply touched by the dribs and drabs in the inspection. Now I will report my experience of studying and inspecting as follows:

First, live in "safety" and think about "danger"

In life, there are many uncertain factors, emergencies and other emergencies. After some events are reported by the media, they will have many negative effects and then form a crisis. As leading cadres, we should learn how to deal with crisis events and how to deal with the media. On the morning of August 5th, Professor Xiong Weiping of Zhejiang University gave a lecture on "Public Emergencies and Crisis Management". Through research, I realize that it is very important for an organization and a department to deal with public crisis effectively and correctly. Dealing with public crisis correctly and effectively requires many skills. Only by strengthening crisis management, formulating scientific, effective and operable crisis handling plans, strengthening crisis awareness, and strengthening study, exercise and thinking can an organization and department calmly and effectively deal with the crisis. Professor Xiong Weiping pointed out that the crisis is an established fact, so we should face it correctly and guide everyone to treat it correctly. Crisis is inevitable and objective, and accepting it is the way to survive. Only by accepting the crisis, entering the crisis situation well and starting the crisis handling procedure calmly can we better cope with and solve the crisis. From another perspective, the crisis is also an opportunity, and the challenge is also an opportunity. The courage to take on the crisis and actively and effectively solve the crisis is a test of the ruling ability of the * * * department. Therefore, whether the crisis management is effective is an opportunity to test and verify whether the management of the * * * department is effective and whether it can operate normally.

Vulnerable groups or individuals in crisis are in a direct emotional state. How to treat crisis rationally and turn it into opportunity is the main content and ultimate goal of crisis management. The crisis can be divided into different levels according to its scale, and the result of the crisis is borne by some specific groups, big or small. To treat these crisis victims, crisis handlers should feel empathy, show sympathy, learn to put themselves in the victim's shoes to relieve psychological pressure, ease their emotions and build their confidence. In a crisis, we should be brave enough to take responsibility, learn to be tolerant and show nervousness at any time, don't shirk responsibility unnecessarily, share responsibility with the victims, and don't intensify the crisis, so as to nip the problem in the bud or in the initial state and prevent the crisis from expanding and spreading. To treat the crisis faced by an organization or * * and improve its psychological endurance, we must rely on the strength of everyone or the public to work together to solve the crisis. Know that a crisis is an opportunity to "check" an organization or * * *. By coping with and dealing with the crisis, it is helpful to find out the unreasonable aspects of management, further improve the deficiencies, innovate management constantly and avoid more crises. Crisis is still a kind of resource, and the effective use of crisis resources can better show the ability of an organization.

In a crisis, we should guide public opinion, do not quarrel, do not pester, and thank you forever. When a crisis occurs, we should be loyal to the facts, make a clear statement, take responsibility, release information quickly and frequently, repeatedly emphasize the position and viewpoint of the organization, guide the public to face the crisis correctly, effectively deal with the crisis, and minimize the harm caused by the crisis.

Through this study, I have broadened my horizons, increased my knowledge and benefited a lot. In the future work, I will further study and understand the relevant contents of crisis management, and apply it to my work practice to improve my crisis handling ability and management level.

Second, carry out patriotic education in depth.

When we visited the Memorial Hall for Victims of the Nanjing Massacre and the Yuhuatai Memorial Hall for Revolutionary Martyrs in Nanjing with reverence, I felt the hard struggle of our party again and again, from precious revolutionary cultural relics to touching historical pictures to touching revolutionary stories. While remembering the revolutionary martyrs, the revolutionary spirit of the revolutionary martyrs, who are fearless of difficulties, brave in sacrifice and pursuing truth, deeply inspired me, and made me have a deeper understanding and understanding of the connotation of the party, which made me soberly realize that it is because of the leadership of China and the outstanding struggle of revolutionary predecessors that we have a happy life today. In my future work, I will always be strict with myself according to party member's standards, always maintain the advanced nature of * * *, improve my theoretical level and ability to solve complex problems, play an exemplary role, and carry forward the spirit of being fearless of difficulties and forge ahead.

After this study and inspection, I decided to play a vanguard and exemplary role in my future work, carry forward the enterprise spirit of being realistic, innovative, efficient, honest and harmonious, unite with comrades, love their jobs and work hard for the better construction of our enterprise and high-tech zone.

On February 9, the flight experience of Mr. Zhang, a reporter from Liaoning TV Station, triggered a heated discussion in society. CCTV reported many times in depth, and a large number of media reprinted it, which pushed China Southern Airlines to the forefront of public opinion. After this sudden incident, China Southern handled it properly in time and tried to control the losses caused by this incident to a lighter degree.

China Southern Airlines 1 1.9 Incident

This is a typical crisis public relations case. Its success lies in that after the incident broke out, China Southern adopted a positive, open, sincere and responsible attitude and took remedial measures afterwards, thus reducing the loss of brand social reputation of China Southern. What is unsuccessful is that at the beginning of the incident, many links that could have avoided the outbreak of the incident were not controlled.

Crisis is a combination of danger and opportunity. You Changqiao, an expert in crisis public relations, interprets the crisis as "an unexpected event that causes enterprises to suffer or face serious losses". This kind of incident has the characteristics of suddenness, rapid spread, destructiveness and universality. Improper crisis management will cause extremely serious consequences, so crisis management is one of the important management contents of many successful enterprises.

According to the different stages and coping styles of the crisis, how to handle and manage the crisis can be divided into crisis prevention, crisis control, crisis resolution, crisis recovery, crisis development and crisis image reconstruction to assume social responsibility. In the six stages of crisis, preventing the occurrence of crisis is the lowest cost and the simplest. Therefore, writing more articles on crisis prevention can play a very positive role in the healthy development of enterprises. In the report of China Southern Airlines 1 19 incident, passengers and reporters put forward many hypotheses, "If the cabin door can be opened earlier … how can they make less noise and send me to a big hospital earlier … If we are in front of saving people, we can put aside each other's consideration of responsibility …". It can be said that if any of the above assumptions can be realized, the crisis of 1 19 will not break out.

For Zhi Zhu, which also provides aviation service products, although the customers we directly face are not the masses with different identities, the segmented market makes our customers more targeted. Any crisis may directly affect the development of the company's business and even the company's future. Moreover, it is precisely because of the particularity of corporate customers and the current development stage of corporate business transformation that front-line personnel and behind-the-scenes managers who are in direct contact with customers should establish a strong sense of crisis and nip the crisis in the bud.

In February of 20xx, during the take-off of Panyu 30 1 platform, the take-off of Unit B7332 of Zhuhai Base was interrupted twice and the load was reduced. Because the background at that time occurred in the re-cooperation after years of service interruption due to security problems, the incident caused extreme anxiety of customers and a crisis of trust in the company's security control. The customer led the security and platform operation team to negotiate with the company for many times, demanding to clarify the truth of the incident and take measures to avoid the recurrence of similar incidents. The handling of this incident directly affects the image building of the company and the in-depth cooperation between customers. Through the efforts of company leaders and departments, the incident was finally solved and recognized by customers, but employees' lack of understanding of the crisis can be seen. If the maintenance personnel carefully check the weight of the second-hand aircraft, if the passengers on the platform are not overweight, if the instrument flight does not need extra fuel due to the weather, if the warning light of the hydraulic system works normally, and if the crew gives a clear answer to the problems encountered in time, then the subsequent trust crisis may be interrupted at any time.

There are many similar crises, such as how to explain the intention to the controller in time after the conflict between Hong Kong and Macao flights and reduce the crisis of distrust; During the alternate period due to weather, inform the passengers in time and ask for their understanding and cooperation; After returning for mechanical reasons, explain the reasons to passengers in time and comfort them emotionally; Avoiding the adverse impact on ground facilities when working at low altitude is the embodiment of crisis awareness and the method to control the crisis.

Although the navigation implementation of Zhuhai-Zhuhai marine oil logistics flight service will not affect the huge group crisis like transportation aviation, all kinds of conflicts are still the focus of attention of all personnel, especially the frontline personnel who directly face customers. After all, we are a service industry, and any potential conflict may lead to a more serious crisis and affect the global interests of the company. In order to effectively control the crisis, it is suggested that the following means and methods can be adopted:

1, crisis and conflict management training for all front-line personnel. Make front-line employees improve their service awareness, pay attention to conflicts and contradictions in the service process, and learn the skills to deal with conflicts.

2. Develop crisis management procedures. So that the management of the company can get conflict information at the first time and have corresponding response procedures for different kinds of conflicts, thus nipping the crisis in the bud.

3. Refine business system requirements. Standardize common conflict resolution methods at the business level. For example, customers suggest broadcasting passengers during return flights and waiting periods to reduce passengers' concerns.

↓↓↓↓↓ More on the next page "↓↓↓↓