Managing Crisis to Avoid Chaos: Insights & Solutions
Handle crisis situations effectively to prevent chaos by employing proper communication techniques. Learn from a scenario involving law enforcement in a library to enhance crisis management skills and maintain calm amidst turmoil.
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Presentation Transcript
Dont Let A Crisis Turn into Chaos Kathy Coffta Sims Communications Consultant and Director of Communications Onondaga County Public Libraries
Crisis a: the turning point for better or worse in an acute disease or fever b: a paroxysmal attack of pain, distress, or disordered function c: an emotionally significant event or radical change of status in a person's life a midlife crisis 2: the decisive moment (as in a literary plot) The crisis of the play occurs in Act 3. 3a: an unstable or crucial time or state of affairs in which a decisive change is impending especially one with the distinct possibility of a highly undesirable outcome a financial crisis the nation's energy crisis b: a situation that has reached a critical phase the environmental crisis the unemployment crisis
Chaos 1a: a state of utter confusion: the blackout caused chaos throughout the city b: a confused mass or mixture a chaos of television antennas 2a often capitalized : a state of things in which chance is supreme especially : the confused unorganized state of primordial matter before the creation of distinct forms compare COSMOS b: the inherent unpredictability in the behavior of a complex natural system (such as the atmosphere, boiling water, or the beating heart)
Calm 1a: a period or condition of freedom from storms, high winds, or rough activity of water a sailing ship motionless in the calm 2: a state of tranquility At dusk a quiet calm settled over the town. verb calmed; calming; calms Definition of calm (Entry 2 of 3) intransitive verb : to become calm usually used with down The mayor asked the protesters to calm down so he could speak. transitive verb : to make calm often used with down calm him down; get him to be reasonable S. H. Adams calm adjective 1: marked by calm : STILL a calm sea 2:free from agitation, excitement, or disturbance
The Scenario The City Police Department in a large, urban library has executed an arrest warrant on a library patron. The patron, who was sitting at a library computer at the time, was uncooperative and a struggle ensued. Several patrons began filming the incident on their cell phones. Employees, who were not told the arrest was imminent, did their best to follow procedure. As the struggle moved out to the street, back up law enforcement arrived and several members of the public also began filming. The officers were Caucasian, the patron was African-American. Library administration was called down once the incident began to escalate and a decision was made to temporarily close the library after patrons who remained inside began fighting and weapons were displayed.
Now What? High-level communication Social Media Key message/talking points internal Key message/talking points external Debrief
Stay in touch You can reach me anytime at: kcofftasims@verizon.net
