While I don’t believe in Obama’s never-let-a-good-crisis-go-to-waste mantra or way of thinking, because it’s about him rather than the people in the situation, there are some lessons to be learned from crisis management–and the best place to learn about it is not in politics but from business.
Take a listen: I Spy Minute Tue June 19 2012
Or read the transcript below…
# # # #
By now, most people have probably heard about Rep. Matt Wingard’s indiscretions.
There are reasons not to allow relationships between subordinates and officials. It can lead to an abusive situation where the subordinate feels trapped.
But the reverse can also happen, exposing the integrity of the office to potential manipulation.
In management circles, Johnson & Johnson’s response to the Tylenol poisonings is considered the gold standard of crisis management.
The leaders could have gone down the road of deny and blame.
Instead, they held a press conference and issued an immediate recall, spent 100s of millions on a public information campaign, including 24-hour phone banks to answer concerns.
Compare this to Exxon in the wake of the Valdez oil spill, which refused to talk to the media and then blamed them for damaging their reputation.
The number one rule of crisis management is to not make a bad situation worse. It’s tempting to use the situation to bring up festering side issues and grudges.
What’s sad to see is how quickly one little incident has thrown people off their game when this should be a time to show off their principles and leadership.