“Crisis” is not like other business interruptions. In a crisis, your company spokespersons, managers, and employees must know exactly what to do, what to say, when to say it, and when to do it -- while the whole world is watching! But can you depend on your crisis management plan to make that happen? Lukaszewski on Crisis Communication is your guide to preparing for a crisis and the explosive visibility and reputation risk that come with it.
In a masterful book selected as one of "30 Best Business Books of 2013" by Soundview Executive Book Summaries and endorsed by the Business Continuity Institute, Lukaszewski distills four decades of public relations experience into 10 chapters of field-tested advice.
Delivered in his straight-talking style and backed with compelling case studies, examples and templates, Lukaszewski explains how to build a crisis management plan and how to put it into action in the real world of media scrutiny, social media, activists, and litigation.
How-to's, practical tools, tips, charts, checklists, forms, and templates teach you the simple, sensible, sincere, constructive, positive techniques to reduce contention and to succeed. His key messages teach you:
- To recognize how a crisis creates victims – a topic rarely covered in traditional communications and operation response planning.
- To avoid the toxicity of silence.
- To overcome the abusive, intrusive, and coercive behavior of the media, activists, and critics – what he calls the “bloviators, bellyachers, back-bench bitchers.”
- To drive attorneys to settle instead of litigate.
- To use the value of an apology, “the atomic energy of empathy.”
Thought-provoking discussion questions, real-life case studies and examples, comprehensive index, and detailed glossary facilitate both college and professional instruction.
Downloadable resources and tools – Access a practical toolkit full of innovative and field-tested plans, forms, checklists, tips, and tools to support you as you prepare your organization for effective crisis communication./
Instructional Materials – For the classroom, an Instructor’s Manual available for use by approved adopters in college courses and professional development training. Also, to assist in instruction, the author makes available his slides, videos, and Skype interaction.
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