Steven Albrecht - Crisis management for corporate self-defense: how to protect your organization in a crisis-- how to stop a crisis before it starts

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title	:	Crisis Management for Corporate Self-defense : How to Protect Your Organization in a Crisis-- How to Stop a Crisis Before It Starts
author	:	Albrecht, Steven.
publisher	:	AMACOM Books
isbn10 | asin	:	0814402658
print isbn13	:	9780814402658
ebook isbn13	:	9780585019482
language	:	English
subject	Crisis management, Conflict management.
publication date	:	1996
lcc	:	HD49.A39 1996eb
ddc	:	658.4
subject	:	Crisis management, Conflict management.

Page i Crisis Management for CORPORATE SELF-DEFENSE How to Protect Your Organization in a Crisis... How to Stop a Crisis Before It Starts Steve Albrecht amacom American Management Association New York Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Mexico City Tokyo Toronto Page ii This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 135 West 50th Street, New York, NY 10020. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Albrecht, Steven. Crisis management for corporate self-defense: how to protect your organization in a crisis .. how to stop a crisis before it starts / Steve Albrecht. p. cm. Includes bibliographical references and index. ISBN 0-8144-0265-8 1. Crisis management. 2. Conflict management. I. Title. HD49.A39 1996 658.4-dc20 96-19 CIP 1996 Steve Albrecht All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 135 West 50th Street, New York, NY 10020. Printing number 10 9 8 7 6 5 4 3 2 1

Page iii Jones and Smith had been business partners for years. Now Jones was on his deathbed at the hospital. "I have a confession to make," he said to Smith. "I embezzled over $200,000 from our company." "I know,'' said Smith. "I sold our secret formula to our competitors." "I know," said Smith. "I had an affair with your wife." "I know," said Smith. "You know?" said Jones. "Of course I know," said Smith. "Who do you think poisoned you?" -Larry Wilde's Treasury of Humor

Page v This book is dedicated to every business executive, owner, manager, supervisor, or employee who has said, while embroiled in a tough corporate self-defense issue, "I'm going to listen to my head and my heart and then do what's right."

Page vii Contents Preface ix Acknowledgments xiii Part One Bad Things Can Happen, Even to Good Companies 1 1 The Business World as We No Longer Know It 3 2 Business as a Target: Working in the Age of Entitled Disgruntlement 17 3 Product Disasters 29 4 Image Disasters 55 5 Employee-Centered and Employee-Related Problems 74 Part Two Self-Defense Tools for Your Organization 101 6 Arming the Company SWAT Team: The First Responders 103 7 Bright Lights and Cameras: How to Use the Media and Not Let the Media Use You 130 8 Positive Corporate Public Relations: PR as an Offensive and Defensive Weapon 149 9 Lawsuits and Sharkskin Suits: How to Keep the Plaintiff and Class-Action Attorneys at Bay 168

Page viii 10 The Management of Protection: Adding Armor to the Chain of Command and Mortar to the Walls Around You 184 11 Think, Communicate, Change, and Learn 204 Bibliography 219 Index 221

Page ix Preface Thanks for having the courage to read this book. And by "courage," I do mean the definition of the word at its most literal. This book was written for those readers who have the guts to say, "Planning for the serious problems that face our particular business is not about what might happen, but about when it will happen and

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