Choking at the First Signs of Crisis
Many crisis-based cases feature exceptionally dramatic warning signals and circumstances. This case regards what initially appears to be a relatively minor problem and manageable contingencies, similar to those more common experiences in organizations. Nonetheless, as decisions and action opportunities are made and missed throughout the case, impacts that follow to potentially life-threatening level.
Case details concern the decisions and actions of the senior executive team, the ad hoc crisis response team, and an individual employee whose expertise and experience have built his reputation as the company’s crisis management guru. As the crisis is resolved, the expert has seized the opportunity to meet with the executive team to discuss lessons learned and enhance the prospect of improving crisis preparation and response. Case details concern the decisions and actions of the senior executive team, the ad hoc crisis response team, and an individual employee whose expertise and experience have built his reputation as the company’s crisis management guru. As the crisis is resolved, the expert has seized the opportunity to meet with the executive team to discuss lessons learned and enhance the prospect of improving crisis preparation and response.
Students will learn:
1. To examine and explain impacts on the nature of decision-making and action when early warning signs of trouble are weak.
2. To consider and describe the role of luck in crisis management success.
3. To recognize and detail the potential for extraordinary learning opportunities inherent in crises and near misses, which are often dismissed or ignored.
4. To understand and communicate the value of shortcomings and strengths as levers to optimize crisis management lessons.
