We are experiencing truly unprecedented times. The impact of the coronavirus pandemic is changing with each day and hour. Our hearts go out to all those who are affected directly and indirectly by the virus, and we are grateful to all who are serving to make a difference.
Over the years, we have used a simple yet effective crisis management model to work through critical issues from hurricane recovery to product quality resolution. We hope this framework serves as a guide for all leaders and managers navigating the current crisis.
Step 1. Containment; protect the stakeholder base. Stakeholders can include employees and their families, customers, suppliers, shareholders, and the local community. Assemble the facts and the essentials to communicate. Communicating too much too soon can result in increasing confusion, concern, or misunderstandings. Take all necessary precautions to preserve the health and well-being of the stakeholder base.
Step 2. Short-Term Resolution; allocate resources to issue resolution. Efforts such as the direction of staff, money, process or technology are intended to bring the crisis conditions to a halt. Communicate to all stakeholders the corrective actions which have been identified and are being implemented. Note the timetable for implementation, along with a clear delegation of authority.
Step 3. Long-Term Resolution; prevention of future episodes of a similar nature. This step can be both much longer and more expensive than steps 1 and 2. This is the opportunity to communicate to all stakeholders what actions have or will be implemented to prevent future occurrences.
Step 4. After-action review (AAR); the formal review process encompassed by the AAR is designed to accomplish three key items:
- What was supposed to happen
- What did happen
- What lessons were learned
Parrish Partners is committed to helping our clients and colleagues stay calm, healthy, and focused during the COVID-19 crisis. Please call on us if we can be of further assistance.