crisis management: japan, egypt, the us…anywhere! are our people ok? everything you will need to...

Crisis Management: Japan, Egypt, the US…Anywhere! Are Our People Ok? Everything You Will Need to Know to be Prepared

PRESENTERS:Robert Quigley, M.D., D. Phil – Regional Medical Director, Americas, Int’l SOS

Alex Puig – Regional Security Director, Americas, Travel Security ServicesMark Wachter – Regional Security Director, Americas, Travel Security Services(Travel Security Services is a joint venture between Int’l SOS & Control Risks)

Crisis Simulation Scenario l Role Functions

1. Chief Executive Officer2. Business Continuity /

Risk Manager3. Human Resources Manager4. Finance Manager5. Sales/Marketing & Communications Manager6. Legal Officer7. Compliance and Administration Manager8. Travel Manager

Crisis Simulation Scenario l Team Sport

Crisis Simulation Scenario l Needs & Actions

Needs Actions

Crisis Simulation Scenario l Simulation Briefing

> There is no perfect solution> This simulation is no substitute for your own internal training> Events are on a compressed timeline> All events are fabricated and do not resemble persons or company

specifically> Use all the resources at your disposal> Don’t get “tunnel vision/target fixation”> Maximize this opportunity> This is a team sport!> Don’t be shy and benefit from the opportunity> Life is what happens when you are planning other stuff!!

Crisis Simulation Scenario l The Intent

> Protect and preserve life

> Preserve condition and prevent damage to company assets

> Maintain and preserve company reputation

> Protect the environment

Crisis Simulation Scenario l Crisis Overview

1. Immediate Response2. Develop Plan of Action3. Plan for Contingencies4. Communicate and Consult5. Recover and Review

Immediate Response

Develop Plan of Action

Plan for Contingencies

Communicate & Consult

Recover & Review

Crisis Simulation Scenario 1 l Stimulus #1

Crisis Simulation Scenario 1 l Stimulus #2

Crisis Simulation Scenario 1 l Status Check

> Is there anything we should have done to date?

> Is there anything we should do in response?

Crisis Simulation Scenario 1 l Stimulus #3

Delhi airport crashA passenger aircraft has crashed on landing at Delhi’s International Airport. Reports indicate aircraft veered of runway into the terminal area

Aircraft which crashed in Delhi, India

Crisis Simulation Scenario 1 l Stimulus #4

Crisis Simulation Scenario 1 l Stimulus #5

Your Exposure

> Transit travelers on ground, en route to UK and SE Asia

> Several key personnel already in India but due to depart tomorrow

> Two key clients meetings scheduled in two days time in Delhi

> One confirmed dead by airline

> Two reported seriously injured from terminal crash and resulting fire

Needs Actions

Crisis Simulation Scenario 1 l Status Check

> Is there anything we should have done to date?

> Is there anything we should do in response?

Crisis Simulation Scenario 2 l Stimulus #1

Death Toll risesThe total number of deaths around the country has risen in the nation’s worst health scares. Rumors continue that the illness is a strain of the deadly avian flu virus but government officials are yet to confirm it. Bangkok retains the highest death toll to date of all reported case but many others may yet to be collated.

Crisis Simulation Scenario 2 l Stimulus #2

Epidemic hits ThailandFears continue that Thailand’s current health crisis has sparked an epidemic with regional neighbors concerned that it may be the deadly H5N1 virus

Crisis Simulation Scenario 2 l Stimulus #3

Crisis Simulation Scenario 2 l Stimulus #4

Region wide alert for Thailand travelersFollowing the significant rise in unexplained deaths and health risks from Thailand, all Asia Pacific countries are on the alert for those that may have been exposed to the virus or traveled through Thailand in the past week.

Crisis Simulation Scenario 2 l Stimulus #5

Your Exposure

> Two infected staff

> Scheduled in-bound travelers direct or via Thailand in coming week

> Multiple outbound travelers from Thailand in past week

> These travelers have visited your local representative offices in at least three regional countries

Needs Actions

Crisis Simulation Scenario 2 l Status Check

> Is there anything we should have done to date?

> Is there anything we should do in response?

Crisis Simulation Scenario 3 l Stimulus #1

Crisis Simulation Scenario 3 l Stimulus #2

Your Exposure

> Mobile phone networks cut by government

> Expatriates and family at various locations throughout the country, some passports held by government

> In al Khobar, four dependants trapped at a mall downtown

> Continuity of business depends on favorable relations with major stakeholders including the government

> Methods for leaving the country are closing fast

Needs Actions

Crisis Simulation Scenario 3 l Stimulus #3

Crisis Simulation Scenario 3 l Status Check

> Is there anything we should have done to date?

> Is there anything we should do in response?

Crisis Simulation Scenario l Conclusion

Congratulations!!

CRISIS SIMULATION SCENARIO REVIEW & FEEDBACK

THANK YOU!