1. Crisis Management Star –Kist : Shipping rancid and decomposing tuna Dow Corning: Silicone breast implant Sudafed : Capsules tainted with Cyanide

2. What is Crisis? A turning point for better or worse and an emotionally significant event.

3. Types of Crises Economic Economic Informational Informational Human resources Human resources Reputation Reputation Psychopathic Psychopathic Natural Natural

4. Stages The prodromal The prodromal The acute stage The acute stage The chronic stage The chronic stage The resolution stage The resolution stage

5. Managing Business Crises Identify areas of vulnerability Identify areas of vulnerability Form crisis teams Form crisis teams Develop plans Develop plans Crisis drill Crisis drill Review and feedback Review and feedback

6. Crisis Communication Identify communication team Identify communication team Identify spokesperson Identify spokesperson Train and educate your spokesperson Train and educate your spokesperson Develop communication protocols Develop communication protocols Identify and know your audience Identify and know your audience Develop talking points Develop talking points Monitor, monitor and monitor Monitor, monitor and monitor