filip de wolf, fbci director strategic services ascure nv€¦ · filip de wolf, fbci director...
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BASICS OF CRISIS MANAGEMENT
Filip De Wolf, FBCI
Director Strategic Services
Ascure NV
Frankfurt am Main, 23 April 2007
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
The Fire of Mann-Gulch 1949
Story of a race
that could (not) be won
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Scream, Edvard Munch 1893The foot and mouth epidemic hits farmers nationwide.
"I work in crisis management - I'm a farmer"
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Crisis
Definition• A crisis is a state, commencing when an important purpose
can not be achieved (any more) by known and rehearsed routines of acting.
• „Crisis“ is distinguished from “problem” by prime importance of the objective and imminence of threat.
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Risk Criteria I
high momentum
information overflow & uncertainty
unclear,conflicting objectives
Situation not transparent
frequently frictionsslow & unclear
effects ofmeasures
Constellation
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Personal Factors– distinct need for security, risk aversion
– avoidance to make decisions
– low tolerance towards indefiniteness
– liability to stress (interference of information handling)
– unincisive proof of competence
Risk Criteria II
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Traditional approach „Fight the crisis”
• control of crisis by fighting its cause
• presumption of a determined and predictable development of crisis
• preclusion of failings by contingency planning and „technical training“
• predominance of „hard skills“ und functional competences
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Modern approach of „Crisis Management“
• 100% guarantee through technical crisis prophylaxis is impossible• Development of a crisis is not predictable• There is no training in “proper crisis behavior” because nobody
knows for sure, what kind of behavior could be appropriate– This assumption is valid only for the crisis command team but
not for technical teams. These can operate along Standard Operating Procedures (SOPs) or can use pre-defined check lists
• Crucial: the development of common unspecific competence in management of unclear, dangerous and dynamic situations
• Growing understanding of the importance of „soft skills“ (communication, process management, strategic competence, dealing with stress).
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Example of Crisis Organisation
Crisis
Management Group
CrisisCommunications
Security & Safety Team
Crisis Response Team
Medical &Social Support
Buildings’management
Resource management
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Crisis Management Proceedings
Operationalstructure of Crisis Management
-Structure-Approach-Communication-Soft factors
FunctionalCrisis Management
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Collection, analysis & modelling of information
Prognosis
Planning, decision making & implementation of actions
Control, reflection and where required revision of acting strategies
Problem definition & -prioritization
Structure
Approach
Communication
Soft factors
Structure
Operationalstructure of Crisis
Management
Structure
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Structure
Best PracticeCrisis Commander
Moderator
• Strategic view
• Final decision
• Control of flow of information
• Organization of interacting processes
Assigning of Responsibilities
Communication hierarchy
Role & Responsibility
Organization of Teams
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Collection of information with multiple codinginformation filter
modeling (problem, process, team)
Prognosis
Proposal of actions needed discussion decision implementation
Regular phases of reflection:„30 minutes rule“
„Can we go on like this?“Control & where required Revision
Problem definition & -prioritisation
Structure
Approach
Communication
Soft factors
Approach
Operationalstructure of Crisis
Management
Approach
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Collection, analysis & modeling of information
Prognosis
Planning, decision making & implementation of actions
Control, reflection and where required revision of acting strategies
Problem definition & -prioritization
Structure
Approach
Communication
Soft factors
Communication
Operationalstructure of Crisis
Management
Communication
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Communication
Rules ofcommunication
Discussion panel: everybody talks
Restricted time to speak: e.g. 30 seconds
Speaker is never interrupted
Only contributions to the pointno other discussions
Differentiation: personal & factual levels of discussion
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Collection, analysis & modeling of information
Prognosis
Planning, decision making & implementation of actions
Control, reflection and where required revision of acting strategies
Problem definition & -prioritization
Structure
Approach
Communication
Soft factors
Soft factors
Operationalstructure of Crisis
Management
Soft factors
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Soft factors
Personal Level
• personal problems or problems on the level of personal interactions are as important as factual problems
• learning to ask for another one's help
• consideration of individual patterns of reaction, psychological conditions
simultaneous observation and perceptionof functional, social and individual processes
criteria of mutiny
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
Don’ts to be considered
• „Everybody does everything“
• „Important are only the functional levels“
• „We are not tired, not hungry, not irritable“• „Schwarzenegger-Syndrome”
• „Hierarchies are important and unchangeable“
• „Everyone talks at the same time but the boss talks most of all”
• „We already know what‘s going on!“
• „Reflecting takes too much time“
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GLOBAL OPERATIONS MANAGERS CONFERENCE 2007
The Eye of the Storm