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Ian I. Mitroff - Managing Crises Before They Happen: What Every Executive And Manager Needs to Kknow About Crisis Management

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From tragic accidents to public relations fiascos, we live in an increasingly crisis-ridden society. In fact, half of the major industrial accidents of the past century occurred in the last 20 years. Incidents such as Bhopal and the Exxon Valdez have become embedded in our consciousness, cultural icons of the worst sort. Other crises, less devastating but with serious impact on their businesses, occur almost daily. Why is this--and what can be done to reverse this disturbing trend? According to Ian Mitroff, one of the worlds leading experts on crisis management, the rise in the crisis rate is due to an ingrained it-cant happen-to-us mentality--which, in turn, leads to a total lack of preparedness for crises. His solution? Find out in Managing Crises Before They Happen. This fascinating book provides readers with a powerful framework that will help them: * Recognize the early warning signals that almost always precede a crisis * Focus on the big picture, not just the details * Avoid becoming either the victim or the villain in a crisis situation * Understand the importance of personal character, corporate culture, and thinking outside the box to effective crisis management * Learn from one crisis things that can prevent or ameliorate the next.

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Ian I. Mitroff
Managing Crises Before They Happen: What Every Executive And Manager Needs to Kknow About Crisis Management
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Ian I. Mitroff
Smart Thinking for Crazy Times: the Art of Solving the Right Problems

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title Managing Crises Before They Happen What Every Executive and - photo 1
title:Managing Crises Before They Happen : What Every Executive and Manager Needs to Know About Crisis Management
author:Mitroff, Ian I.
publisher:AMACOM Books
isbn10 | asin:0814405630
print isbn13:9780814405635
ebook isbn13:9780814424902
language:English
subjectCrisis management, Communication in organizations, Strategic planning.
publication date:2000
lcc:HD49.M5678 2000eb
ddc:658.4/056
subject:Crisis management, Communication in organizations, Strategic planning.
Page iii
Managing Crises before They Happen
What Every Executive and Manager Needs to Know about Crisis Management
Ian I. Mitroff
with Gus Anagnos
Page iv Special discounts on bulk quantities of AMACOM books are - photo 2
Page iv
Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association,
1601 Broadway, New York, NY 10019.
Tel.: 212-903-8316 Fax: 212-903-8083
Web site: www.amacombooks.org

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.
Acknowledgments for permission to use previously published materials can be found on page 165.
Library of Congress Cataloging-in-Publication Data
Mitroff, Ian I.
Managing crises before they happen : what every executive and manager needs to know about crises management / by Ian I. Mitroff.
p. cm. Includes bibliographical references and index. ISBN 0-8144-0563-0
1. Crisis management. 2. Communication in organizations.
3. Strategic planning. I. Title.
HD49.M5678 2000 658.4 056 dc21 00-030632
2001 Ian Mitroff. 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, 1601 Broadway, New York, NY 10019.
Printing number
109 8 7 6 5 4 3 2 1
Page v
Picture 3
''... Humans regularly behave in ways they do not well understand, which cause pain to themselves and others, which violate their best understanding of what they want and what they care about."
Jonathan Lear, Open Minded: Working Out the Logic of the Soul
(Cambridge: Harvard University Press,1998), p. 54.
Page vii
Contents
Preface
xi
Acknowledgments
xiii
Chapter One: Why Crises Are an Inevitable and Permanent Feature of Modern Societies
1
Chapter Two: The Failure of Success: The Tylenol Poisonings, Crisis Management's ''Ancient History"
11
Chapter Three: A Best Practice Model: A General Framework for Crisis Management
27
Chapter Four: Should We Tell the Truth? The Varieties of Truth and Telling the Truth
53
Chapter Five: Assuming Responsibility: Victim or Villain?
81

Page viii
Chapter Six: Detecting Weak Signals: Making Sure That You Are the First to Get the Worst News!
99
Chapter Seven: Thinking Far Outside of the Boxes
113
Chapter Eight: Treating the Big Picture
131
Chapter Nine: Crisis Management 2002: The Challenges Ahead
145
Additional Readings
155
Notes
157
About the Authors
161
Acknowledgments for Previously Published Materials
165
Index
167

Page ix
This book is dedicated to my good friend and colleague
Ralph Kilmann
Page xi
Preface
For most of my adult life, I have studied people working in and around organizations. I have studied them primarily for the purpose of helping them improve so that they could serve themselves, their customers, the environment, and their surrounding communities more responsibly.
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