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CRISIS MANAGEMENT

EAS

MUNICH, SEPTEMBER 30th

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We have procedures for…

Operational management

Corporate management

Crisis communication

How to bring the crisis to an end

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Procedures are essential and have to be understood and practiced by the crisis management team

Formalize

Inform

Train

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BUT…

WHEN IT HAPPENS….

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I - On the site…

« Normal life » must continue : take care of other people on the site (staff, visitors)

Manage the crisis

Know who is doing what ?

Communicate

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Key points

You have between 20 minutes to 2 hours to be prepared and operational for communication

You will have to manage huge pressure and differing emotions

If you need 4 take 8

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II - On the Corporate level…

Even if it concerns only one site, organize a back up team

Always think of the impact on the whole Group

Set up external communication (contact with press and media)

Be ready to take over

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Key points

You have between 2 to 4 hours to be operational

Work under pressure but stay cool

Organize a strategic team

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III - Communication

Try to learn as many facts as you can :

. technical

. human

. contact with customers

Who is the spokesman ?

Who do we have to contact ?

Who do we have to inform : in the Company, outside, officials ?

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Key points

You have between 2 to 4 hours to be operational

High pressure from the press

Truth Facts No comment

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It’s a

Tsunami….

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Inescapable problems…

« You should do…  »,« Why haven’t you done… »

People who have nothing to do with the crisis but still have an opinion

Our human environment

The unexpected

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What we need to keep in mind (part of a long list)

Always be ready : procedures, training, contacts

Have close relationships with relevant people (media/press, officials)

Strength in numbers : be numerous

In a crisis, everything goes faster…

How to end the crisis

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Who could be involved

Authorities State Prosecutor Police Hospitals Fire brigade and Anti-poison centres emergency services

Victims and families Associations Media (agencies, written press local and national, radio and TV) Elected representatives: Local (Mayor,…) Regional National

Contractors Tour-operators Local networks Laboratories / experts Insurance Lawyers IAAPA National Parks Association

Crisis unit

Supervisors, staff Corporate Trade unions Other sites

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If it happens at a site unconnected to you…

Keep in mind that it always has an impact on the whole business

Try to understand how to react if a similar crisis occurs on your site (learn from experience)

Be as informed as you can

If you don’t know, don’t make any comment !

Suggest the media/press get in touch with your National Association