Here is another type of crisis scenario described in the "What Crisis or Crisis Scenario Should I Be Planning For My Organisation?" that is in the list to handle as part of crisis management and crisis communication.
Confrontation crises occur when discontented individuals and/or groups fight businesses, government, and various interest groups to win acceptance of their demands and expectations.
Type of Confrontation Crisis
The common type of confrontation crisis arise when employees:
- fight amongst themselves.
- as individuals do not agree to each other and eventually depend on non productive acts like boycotts, strikes for indefinite periods.
- as employees disobey superiors.
- give them ultimatums and force them to accept their demands.
These crisis are usually internal disputes, which is a result of ineffective communication and lack of coordination that give rise to these confrontation crises.
Response to Confrontation Events
The key to manage such as crises is to:
- Response to the respondent thoughtfully and acknowledge your role in the matter; and
- Manage all communication platforms including social media accounts carefully at during the crisis period.
Listen and Manage
It is essential to note that ignoring strong public digital voices is not an option any more. Companies have to learn to not only communicate effectively in the social media age, but to truly listen to the social chatter and respond in the way that align with both brand and customer expectations.
Everybody makes mistakes. But having a solid crisis management and crisis communication plan in place to address the negative publicity or complaints in a timely and transparent manner will not only help preserve the organisation's reputation. Yet again, this enable the organisation to confirm that the organisation is a business that cares about its stakeholders and is willing to go an extra mile to have happy stakeholders who are proud to be associated with your brand and that live up to your brand promise, values and ethics.
If you want to find out more about how crisis is related to crisis management and crisis communication, do read more: