Stephen C. Rafe makes some very good points in his article reported in Crisis Manager – The Internet Newsletter About Crisis Management about the appropriate responses to crisis that a company should take. It’s important in any crisis to avoid confrontational and defensive behavior when confronted by critics. Rafe says that “when you believe your position is justified and serves the interests of others, consider…an advocacy approach.”
Several points make up the advocacy approach: 1) identify the “wronged” party, 2) construct your response to support or even defend them, and 3) respond with calmness and civility.
Read the full article on this advocacy approach to crisis management as well as more crisis management and crisis prevention strategies on my website.
Jonathan Bernstein
www.bernsteincrisismanagement.com