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Crisis Solutions

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Crisis Management in six letters


Activate your Crisis Team

  • Convene the right people quickly
  • How will you contact them?
  • Determine roles and responsibilities
  • Who will be physically present and who will dial in?

Consider the Facts and Impacts

  • What impact is this issue having on your organisation
  • What is being said on social media?
  • Get situation reports from all areas of your business
  • Log and time stamp information as it arrives

Top Level Objective

  • What is your overarching goal to overcome this problem?
  • What does good look like?
  • What will satisfy your various stakeholders?
  • This must to be shared company-wide


  • Talk to the troops, let staff know what’s going on, you’re going to need their help
  • It might be appropriate to say something publicly
  • When video emerged of a United Airlines passenger being hauled off a flight the airline took a long time to respond and then apologised for having to ‘re-accommodate’ passengers.


  • How often will the crisis team meet?
  • Assign tasks
  • Log Actions and Decisions
  • Do you need extra resources? More people, technology, transport?

Next Steps

  • Where might this issue go next?
  • What bad turns could it take?
  • Keep asking the ‘What if?’ questions