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EFFECTIVEINCIDENTMANAGEMENTHowtoturnanincidentintoanopportunity foryourbusinessthrougheffectiveincidentmanagement
BryanStrawser- @bryanstrawserPrincipalConsultant&CEO,BryghtpathLLC
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Bryan StrawserPrincipal Consultant & CEO
BryanStrawserisPrincipalConsultant&CEOatBryghtpath LLC,whohasmorethan21yearsofexperience.
.
+1-612-235-6435
www.bryghtpath.com
linkedin.com/in/bryanstrawser
twitter.com/bryanstrawser
Weareastrategicadvisory firmthatspecializesinglobalrisk,businesscontinuity,emergencymanagement, crisiscommunications, andpublicaffairs
“Mayyouliveininterestingtimes…”- ChineseProverb
7Copyright©2015byBryghtpathLLC|bryghtpath.com |+1-612-235-6435|[email protected]
IncidentManagement
Theactivemanagementofadisruptionorescalatingsituation
IncidentManagement
“Thetimetofixtheroofiswhenthesunisshining…”- JohnF.Kennedy
Thingstoplaninadvance:• Clearrolesandresponsibilities• Decisionmakingrightspre-defined• Singlesourceoftruthcommunication• Communicationproducts/messages /templates• Cross-functionalcoordination
IncidentLeadership
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Characteristicsofastrongincidentorcrisisleader
• Cross-FunctionalLeadership– Leadup(vertically)– Leadacross(horizontally)
• Bebothstrategicandtactical– Strategic:Seetheentireorganizationandexternalinfluences– Tactical:Bewillingtoworkonreallysimpleprocesseswhereneeded
• Understandsthatsuccessneverhappenswithinasilo
• Canpivotinamoment
• Possessesextraordinarysituationalawareness
TheFiveDimensionsofMeta-Leadership
• Thepersonofthemeta-leader
• SituationalAwareness
• Leadyoursilo
• Leadup
• Leadconnectivity
HarvardUniversity– NationalPreparednessLeadershipInitiative
Dr.LennyMarcus(l)Dr.BarryDorn (r)
“TheBasement”
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HowtoLeadduringacrisisEricMcNulty,HarvardBusinessReview,December2013
• Ensurecertaintyaboutdecisionmakingandstrategicmessaging
• UnderstandStakeholders– Mapoutyourstakeholders– Understandeachhasuniqueneedsforinformationandreassurance
– Developstoryarcsforeach
• Understandthatthecrisiswillevolveovertime
Planning&Preparedness
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Routinev.Novel
• Don’tgetfancyatfirst– Howwilltheteam“activate”andsharethattheyareactivelymanaginga
situation?– Howwilltheyprovideupdates?– Whatdecisionswillbeescalatedtoexecutives?
• Thengetfancy– Whatcoulddisruptourbusiness?– Prioritizetheseriskswithexecutives– Planforthosekeyrisks
• REMEMBER:Youcannotplanforeverything
• Havingadecisionmakingframeworkismoreimportantthanhavingaplanforeverysinglepossibility
PrivateSectorIncidentManagementFramework
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SituationalAwareness
ExecutiveIncidentTeam(ElectedLeaders/SeniorLeader)
Cross-FunctionalIncidentTeam(MissionEssentialLeaders)
IncidentManagementTeam
StrategicDecisionMaking
DaytodayoperationsRecommendations toExecutives
HorizontalCommunication
SubjectmatterexpertsSituationalawarenessupstream
Full-time/volunteer
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CaseStudy:Earthquake&Tsunami– Sendai,Japan(2011)
IncidentManagementFrameworkSituationalAwareness
RoutineIncidentHOLYS$@!
Whatjusthappened?!
Protocols&ProcessesIncidentSpecificPlansPreparednessSteps
SituationalAwarenessCollaborativecross-functionaldiscussion
StrategicviewFrameworkfor
collaborativedecisionmaking&communication
ActinginTimeAgainstDisaster:AComprehensiveRiskManagementFrameworkDr.Herman“Dutch”Leonard&Dr.ArnoldHowitt,HarvardUniversity
CrisisLeadershipSituationalAwareness
• What’shappening?
• Whatdoweknowaboutit?
• Whatimpactisithavingonourorganization?
• Whatdon’tweknowwhatweneedtoknow?
HowtoovercomeobjectionsTheChallengeoftheBusiness Case
• Tieyourstrategytosupportofyourorganization’sstrategicobjectives
• Worktodevelopmetricsthatshowthatworth
• Takethetimetodevelopanarrativeanduseitrelentlessly
• Bringinanoutsideexperttohelpdriveyourstory
• Exposeyourseniorleaderstotheirpeersatothercompanies
CrisisManagementasaCompetitiveAdvantage
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Source:2012HurricaneSandyRILASurvey
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
10/29 10/30 10/31 11/1 11/2 11/3
Target(195) Sears/K-Mart(236) Macy's(200) Walmart(294) BestBuy(125)
PracticalAdviceTheSimpleThings
• Work/Organization– Clearroles&responsibilities– Establishdecisionmakingrights– Howwillyoucommunicate?– SituationalAwareness
• Personal– BeInformed– MakeaPlan– BuildaKit– Visitready.gov formorepracticaladvice
I-35WBridgeCollapse– Minneapolis,Minnesota
PentagonFire– September11th,2001
DeepwaterHorizon,JointInformationCenter
VADMThadAllen,USCG,HurricaneKatrina
30Issue: Feb 2013 MMCAFRICA - EMS Auditor / Lead Auditor Training Course
?QUESTIONS
THANK YOU
+1-612-235-6435
www.bryghtpath.com
linkedin.com/in/bryanstrawser
twitter.com/bryanstrawser