Bert van walbeek master of disaster

Master of Disaster :

How to become one !

Copyright The Winning Edge

http://www.dotpcvc.gov.ph/Events/2010 PHIL MICE CONFERENCE/the 2010.html


10 lessons to learn :

1 We love crises

2 Definition of crisis

3 We are not prepared

4 Be prepared : Do or Die

5 Manage your risks

6 Anatomy of a crisis

7 Leadership as the key

8 Lessons from the past

9 Lessons for the future

10 Crisis prevention

Political

crisis

Financial

crisis

Oil crisis

Medical crisis

Terrorism

crisis


It can happen to you too …………


Lesson 1 :

We love

crises

Crisis

junkies


We love crises ….

We shoot

ourselves

in the

head to

stop the

headache


We love crises ….

Man is something that

should be overcome. Zarathustra !

Politicians

Press

Experts


Industry

leaders

We love crises ….

NTO

Academics


Lesson 2 :

Definition

of crisis

A crisis is when you can’t

say :

“ let‟s

forget

the

whole

thing ”


Definition of crisis :

Nothing new on the horizon ……..

history repeats itself

Danger/Problem Opportunity



A crisis can be defined as :

“ Any situation which has the potential to

affect long term confidence in a

destination, or an organization and its

products, which can interfere with its

ability to continue operating normally.

Cassedy 1991




Lesson 3 :

We are not

prepared

Are you prepared ?

Do you look left and right

when you cross the street ?

Do you check this building„s fire escape ?

What is the emergency number here ?

What is your bloodtype ?

Do you have an I.C.E. number in your mobile ?


We are not prepared :

The essence of risk management


Risk

Crisis

Disaster

Challenge no. 1

Global Uncertainty


Conclusion

We are not prepared :

Expect the

unexpected


Lesson 4 :

Be prepared

:

Do or Die


The optimist sees

opportunity in every

danger, the pessimist

sees danger in every

opportunity

Winston Churchill

Be prepared, Do or Die :

By the time the

rules of the

game are clear,

the windows of

opportunity

have closed

Santhanam Shekar




Die :

We thought

it wouldn’t

happen to

us ….

CM Plan in your operational

Policy & Procedures ?

CM as part of your needs

and demands ?



Tourism product

providers

Tourism product

buyers


Lesson 5 :

Manage

your risks

Natural

Earthquake

Fire

Hurricanes

Medical epidemic

Man-made

Aircraft crash

Assault

Building fire/collapse

Civil/political unrest

Cruise ship / ferry disaster

Hijacking

Hostage situations

Surface transport accident

War


Manage your risks :

Webster's definition of risk:

Risk is the possibility of suffering loss.


assess continuously

what can go wrong (risks).

determine what risks

are important to deal with.

implement strategies

to deal with those risk.

Manage your risks :

Normal

accidents

Abnormal

accidents

Natural accidents

Wheel of crises

Ivan I.Mitroff

Murat C. Alpaslan

HBR, April 2003

Manage your

risks :


KPMG’s Risk Preparedness Framework



Risk Evaluation Matrix

Treat

risk

Terminate

risk

Tolerate

risk

Transfer

risk

Severity

High

High

Low

Low



The Tourist Health and Safety Continuum :

Severity and frequency of incidents

Terrorism

Medical ailments,

hospitalization

Crime

Minor illness

Loss of personal affects

Minor incidents

Morbidity ( death )

Natural disaster

1. Where is your computer back-up located ?

2. Do you carry an emergency contact card ?

3. Do you have an life insurance policy ?

4. When was your last medical check up ?

5. Do you have an “ emergency fund “ ?

Create a “crisis” and see what happens !

5 “ safety belts ” you could apply :


Stop saying : “ that is not my job ! “

Initiate brainstorms

on risk awareness

It won‟t happen to us …


If you don‟t

control the

risks, the risks

will control you !

Initiate brainstorms

on risk awareness


Lesson 6 :

Anatomy

of a crisis

1. The Reduction stage :

detecting early warning signals

2. The Readiness stage:

preparing plans and

running exercises

3. The Response stage :

executing operational and

communication plans

4. The Recovery stage :

returning the organization to

normal after a crisis


Anatomy of a crisis :

1.1 Crisis Awareness

1.2 Political awareness

1.3 Standard Operating Procedures

2.1 Crisis Management Plan

2.2 Tourism planning

2.3 Health and safety measures

3.1 Emergency response procedures

3.2 Investigation

3.3 Family assistance

3.4 Communication

4.1 Business Continuity Plan

4.2 Human Resources

4.3 Debriefing

1 . Reduction

2. Readiness

3. Response

4. Recovery

1

3

4

2

The 4 phases :






2.2 Tourism planning

2.3 Health and safety measures


3.2 Investigation


3.4 Communication

4.1 Business Continuity Plan

4.2 Human Resources

4.3 Debriefing

1 . Reduction

2. Readiness

3. Response

4. Recovery

1

3

4

2

Anatomy of a crisis :

Crisis Management

It won‟t happen to us ….

Crisis Awareness

Political awareness

Standard Operating Procedures

The Reduction Phase

Reduction


Phase 1

A crisis puts 4 important assets at risk :

Tangible : Employees / Guests

Office / Hotel / Coach

Intangible : Corporate reputation

Brand Image

Reduction



1.1.1 Identify risk & hazards

1.1.2 Identify possible impacts

1.1.3 Intelligence collection


1.2.1 Secure political cooperation

1.2.2 Increase political involvement

1.2.3 Link Tourism and Peace

Enhance staff awareness


1.3.1 Anticipate problems

1.3.2 Revise procedures

1.3.3

Reduction

Anatomy of a crisis

Phase 1 :


Reduction



1.1.1 Identify risk & hazards

1.1.2 Identify possible impacts

1.1.3 Intelligence collection

Reduction


1.2 Political Awareness

1.2.1 Secure political cooperation

1.2.2 Increase political involvement

1.2.3 Link Tourism and Peace

Reduction


1.3 Standing Operating Procedures

1.3.1 Anticipate problems

1.3.2 Revise procedures

1.3.3 Enhance staff awareness

Crisis Management


Crisis Management Plan

Tourism planning

Health and safety measures

The Readiness Phase

Readiness


Phase 2

Readiness

2.3 Health and safety measures 2.3.2 Emergeny services

2.3.3 Hazards handling systems

2.3.1 Establish local network

2.2.1 Create awareness among industry

2.2 Tourism planning 2.2.2 Train staff

2.2.3 Advance decision making

2.1.1 Establish Crisis Management team

2.1 Crisis Management Plan 2.1.2 Crisis Management Plan

2.1.3 Simulation Exercises

Anatomy of a crisis

Phase 2 :



Lessons to learn

Phase 2 :

"Being Ready"

Businesses

need to evaluate their crisis exposure

develop Strategic Plans,

Operational & Media Action Plans

regularly audit those plans

conduct crisis response exercises

acquire crisis management skills

Managers and staff need

to be psychologically prepared for the impact

and stresses that crisis events impose upon

them

Readiness



2.1.1. Establish CM team

2.1.2. Crisis Management Plan

2.1.3. Simulation Exercises

Readiness


2.2 Tourism Planning

2.2.1. Create awareness among industry

2.2.2. Train staff

2.2.3. Advance decision making

Readiness


2.3 Health and Safety measures

2.3.1. Establish local network

2.3.2. Emergency services

2.3.3. Hazards handling systems

Crisis Management Planning

A Crisis Management Plan will allow to

Predict problems

Categorize steps prior to crisis

Empower Crisis Management Team

Allocate specific responsibilities

Focus on communication,

internal & external

Make critical decisions beforehand

Give time to think in tranquility

Readiness


Crisis Management


Emergency response procedures

Family assistance

Communication

The Response Phase

Phase 3

Response


3.1.1 Leadership3.1.2 Crisis response3.1.3 Internal - External communications3.1.4 External suppliers handling3.1.5 Hospital(s)3.1.6 Morgue(s)

3.2.1 Crime3.2.2 Legal & Political3.2.3 Insurance

3.3.1 Information handling3.3.2 Transportation3.3.3 Accommodation3.3.4 On site support

3.4.1 Media3.4.2 Hospital(s)3.4.3 Morgue(s)3.4.4 Investigation3.4.5 Government

Response

3.4 Communication



3.2 Investigation

Anatomy of a crisis

Phase 3 :



Crisis Response is dedicated to :

the immediate aftermath of the event,

the response to the impact of a crisis

the sustained efforts during

the course of the emergency.

Response

The emphasis is on:

saving lives,

controlling the situation, and

minimizing the effects of the disaster.

logistics of : rescue teams to the scene

getting medical care

food, water, shelter

Media Communication

Challenges :

Better informed than you

Can create anxiety / panic

Speculate, report rumors and lay blame

Cause you to divert from your primary focus

Response Response structure


Advantage

Be a source of information

Help to get across information

Reassure the stakeholders

Portray your position


Media Communication

Assign press area

Appoint one main spokesperson

Have additional expert spokespersons


Break the news as fast as possible

Establish the facts early

Tell the truth

Be human

Regular briefings

Contest rumor

• Tell it all,

Tell it fast,

Tell the truth.

• Pity,

Praise,

Promise


Media Communication guidelines


The Role of the Public Sector

Destination Risk & Crisis

Management Plans

The role of the Private Sector

Organization‟s Risk & Crisis

Management Plans

“ Food for thought “

The Stakeholders wheel

Crisis Management


Business Continuity Plan

Human Resources

Debriefing

The Recovery Phase

Phase 4

Recovery


Recovery

4.3.1 Thank all involved

4.3 Debriefing 4.3.2 Follow up with victims

4.3.3 Update Crisis Management Plan

4.2.1 Impact of reduced labor needs

4.2 Human Resources 4.2.2 Motivation and training

4.2.3 Increase crisis awareness

4.1.1 Rehabilitation

4.1 Business Continuity Plan 4.1.2 Normalization

4.1.3 Expansion

Anatomy of a crisis

Phase 4 :


The ultimate assessment can be made

from four measures of recovery :

1. the speed with which an organisation

regains or continues full business

operations

2. the degree to which an organisation

recovers

3. the amount of organisational and

operational improvement added during

recovery

4. the amount of crisis-resistance added

since the crisis arose

Recovery


Skillful risk & crisis handling

www.pata.org [email protected]

Copyright PATA & ICCA


Lesson 7 :

Leadership

as key ….


Leadership as key :

The Role of Leadership in a Crisis

“ I care, and I am accountable "


Effective leaders during

a crisis must be able to :

tolerate confusion and hostility,

structure the decision problem,

separate what is important

and what is background noise.

Crisis Management,

why reinvent the wheel ?

Negative examplesPositive

examples

1982 & 1986


Leadership as key :

1988

1989

http://www.tylenol.com/;jsessionid=U03GK2PXYDG3OCQPCCGSUYYKB2IHWNSC

Team

Leader

- Coordination

- Supervision

CEO

CFO

Personnel

Director

Legal

Counsel

- Liability

Issues

- Financial

Relations

- Staff Issues

- Community Issues

- Internal

Communications

- Spokesperson

- Decisions

Marketing

Director

Operations

Director

- Sales & Distribution

Issues

- Marketing Issues

- Customer Relations

- Media Relations

- External

Communications

- Government

Relations

- Production

issues

- Security

Public

Relations

Director


Leadership as key :


Lesson 8 :

Lessons

from the

past

Egypt,

1990 - 1991

The world‘s oldest

travel destination


Reach consumer ?

Advertising ?

Too expensive

Public Relations !

Expensive !


Egypt,

1990 - 1991

Result :

Business back to

normal by June 91


Egypt,

Long term effect :

Emergency PR program on

stand-by

Ready to “go“ within hours


Luxor : Valley of the Kings

Thailand,

May 1992


T

h

a

i

l

a

n

d

Press

Retailer

Back to normal

inspections

Clear Thai

image trips

Come, See

& Tell

C

o

n

s

u

m

e

r


Blueprint

Results :


7,326 articles traced around the world

Air and Hotel part big success,

tour and shopping not

Booking trends back to normal

by August 92

Grateful wholesalers, who

appreciated the support very much

Various awards for the program


Lesson 9 :

Lessons for

the future

T

E

A

M

ogether

ach

chieves

ore

“ I have a dream …..”

Nobody is

perfect,

but a team

can be !

We have to face the risks :

What about SARS ?


W.H.O

Question / challenge authority

CYA bureaucracy

No cooperation with tourism

Perception of illness

99,999999 % of population

free of SARS

99 die of flu in USA everyday

Killer virus : 94 % recovery rate

People :

Panic, Fear, Hysteria and Sensation


What happened

December 26, 2003 ?

In the Bam area ( IRAN ) more

than 30,000 people killed,

30,000 injured, 85 % of buildings

damaged or destroyed and 90 %

infrastructure damaged


Lessons from Indian Ocean Tsunami ?

A role, and

opportunity, for

education and

training


Lesson 10 :

Crisis

Prevention

THE ELEMENTS OF MARKETING PLANNING AS

A CUSTOMER SATISFYING ACTIVITY


PRODUCTRANGE PLAN

PLANNING TO

MEET DEMAND

NEW PRODUCTDEVELOPMENT

MARKET SEGMENTATION

PLANS

SELLING

ADVERTISING

PACKAGING

PUBLICITY PROMOTION

STIMULATING

DEMAND

SATISFYING

DEMAND

PRICING

DISTRIBUTION

DELIVERY

SERVICE

CUSTOMERINTELLIGENCE

RECOGNIZING

DEMAND

FORECASTING

MARKETRESEARCH

CUSTOMER

THE ELEMENTS OF MARKETING PLANNING AS

A CUSTOMER SATISFYING ACTIVITY


PRODUCTRANGE PLAN

PLANNING TO

MEET DEMAND

NEW PRODUCTDEVELOPMENT

MARKET SEGMENTATION

PLANS

SELLING

ADVERTISING

PACKAGING

PUBLICITY PROMOTION

STIMULATING

DEMANDSATISFYING

DEMAND

PRICING

DISTRIBUTION

DELIVERY

SERVICE

CUSTOMERINTELLIGENCE

RECOGNIZING

DEMAND

FORECASTING

MARKETRESEARCH

CUSTOMER

Crisis Prevention :

Newest Marketing Tool


www.ternalert.org

Crisis Prevention !


www.apec.org

Crisis Prevention !


Crisis Prevention !


Crisis Management

Newest Marketing Tool

Reputation Management

Crisis Prevention

Crisis prevention




Facing the Fear Factor

Guests, and

customers !

Destinations

and

Suppliers

To fear the worst

often cures the worse

Shakespeare

Newest marketing tool


If you don‟t

control the

risks, the risks

will control you !

We have to face the risks :



10 lessons learned :

1 We love crises

2 Definition of crisis

3 We are not prepared

4 Be prepared : Do or Die

5 Manage your risks

6 Anatomy of a crisis

7 Leadership as the key

8 Lessons from the past

9 Lessons for the future

10 Crisis prevention

If you don't know

where you are going ….

The bottom line !

… you will

probably

end up

somewhere

else !!!!


You will be

tomorrow where

the thoughts of this

lecture take you !


You are today where

your thoughts have

brought you …..

The bottom line !


Accentuate

the positive

The bottom line

Our goal is simple …to help you reach yours ! The Winning Edge :

473, Soi Uahwatanasakul 3

Pattanakarn 58 Road

Bangkok, 10250

Telephone : 0 2321 0522 - 3

Fax : 0 2722 7195

E-mail : [email protected]

Web site : www.twe-winningedge.com


http://chapter.hsmai.org/Asia/home.aspx

Bert van walbeek master of disaster

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