reputation … a risk manager’s role
DESCRIPTION
Reputation … A Risk Manager’s Role. Bruce T. Blythe, Chairman Crisis Management International Crisis Care Network Behavioral Medical Interventions 404-841-3402 [email protected] Darius Delon, AVP Risk Services Mount Royal University [email protected]. What to Expect. - PowerPoint PPT PresentationTRANSCRIPT
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Reputation … A Risk Manager’s Role
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Bruce T. Blythe, Chairman• Crisis Management International• Crisis Care Network• Behavioral Medical Interventions• 404-841-3402• [email protected]
Darius Delon, AVP Risk Services• Mount Royal University • [email protected]
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What to Expect
Protection of Crisis-Related Reputational Risks:
• Protecting Company Reputation as a Function of Risk Management
• Protecting your Personal Reputation During Crises
• Take-and-Use Components of A Risk Manager’s Reputation Management
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“What if Your Plans Don’t Work as Expected?”
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Reputation
The set of . . .• Perceptions, • Evaluations, and • Beliefs
. . . a community forms about an organization or one of its members
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Senior Management Concerns
4 Cornerstones of ERM
• Reputation Risk• Finance Risk• Operation Risk
(People/Process)• Hazard Risk
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2 Stakeholder ExpectationsPost-crisis ExpectationsPreventive Actions
• Take adequate preventive measures?
Prepared to Respond • Respond in timely, caring,
effective manner?
If not = Outrage
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“Reputation” Red FlagsOutrageFearMedia InvolvementPerceived to be at fault:
• Foreseeable• Unprepared• Unjust• Intentional• Negligent
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Potential Stakeholders• Employees/ Families• Contractors/ Business Partners• Facility/ Site Managers • Staff Managers (HR, IT, etc.)• Senior Managers/Board of Directors• Institutional investors/ Shareholders• Insurance representatives• Suppliers/ Distributors• Customers• Government regulators/ politicians• Competitors• Media representatives• Union• Communities• Internet (users/ bloggers)• Industry activist groups
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Anticipate
Identify Weaknesses in Your Preparedness--------------------------------• Early Incident/Crisis
Recording and Reporting• Crisis Response Plan• Crisis Communication
Plan• Crisis Operations Center
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Reputation Response Mindset
Core Assets• Protection
Impacted Stakeholders• Identify and address
needs and concerns
Anticipation• Likely progression
Focus on “CIA”
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9 Reputation Response Strategies
Deny Crisis• Minimize/No Harm Done
Ignorance• Lack of Information
Explanation• Reasonable Person Test
Anticipate Reactions to Each
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Locus of Control• No control over events
leading to crisis
Blame Others• Identify Scapegoat
Attack Accusers• Motives/Shortcomings
Anticipate Reactions to Each
9 Reputation Response Strategies
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Honorable Intent• Meant to do well
No Harmful Intent• Accident
Past Positives• Previous good works
9 Reputation Response Strategies
Anticipate Reactions to Each
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Diermeier Trust QuadrantEmpathy
• Reaching out to victims with warmth and authenticity
Expertise• We know what we’re doing • Our experts will fix it
Commitment• Senior management shows
up and takes charge
Transparency• What you know, don’t know,
when follow up
Empathy
Commitment Transparency
Expertise
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Reputation Institute• Emotional Appeal• Financial Performance• Products and Services• Vision and Leadership• Social Responsibility• Workplace Environment
Best 9/11 response companies =
highest reputation
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Bruce T. Blythe, Chairman• Crisis Management International• Crisis Care Network• Behavioral Medical Interventions• 404-841-3402• [email protected]
Darius Delon, AVP Risk Services• Mount Royal University • [email protected]