Managerial Communication

CHAPTER 11

Crisis Communication

Objectives

After reading this chapter, you will be able to:

1. define crisis communication;

2. identify causes of crises and lessons for managing crises;

3. apply the uses of argument in crises;

4. discuss the dangers of managers’ talking off the cuff;

5. discuss the implications of management failure to identify public sentiment;

6. explain ways in which managers fail to unify empathy.

Introduction

Crises tend to take the form of natural disasters; problems with products or services; issues with personnel, political, or social upheavals; or ethical breaches. Regardless of the root cause, the organization has to work its way out of the crisis successfully if it is to survive. The terror attack of September 11, ...