Jonathan Hemus, March 2016
"The test of a company’s leadership, and of a CEO
in particular, usually comes during a crisis.”
Richard Branson, September 2015
Source: Reputation review 2011 AON/Oxford Metrica report
The impact of crisis on shareholder value
Create a crisis-resistant culture
"Within Toshiba, there was a corporate culture in which one could not go
against the wishes of superiors. Therefore, when top management
presented 'challenges', division presidents, line managers and employees
below them continually carried out inappropriate accounting practices to
meet targets in line with the wishes of their superiors.”
Hisao Tanaka, Toshiba’s chief executive, July 2015
Beware of denial
“Crisis? What is a crisis? Football is not in a crisis.”
Sepp Blatter, FIFA President, 2011
Be true to your values even in crisis
“Values exist in the great times, but they also exist in
the shitty times. If you abandon those during the
worst times, then they’re not yours really.”
Jeni Britton Bauer, owner of Jeni’s Splendid Ice Creams, April 2014
Set the communication agenda
“We never hide.”
Tony Fernandes, AirAsia’s CEO, December 2014
Take responsibility for decision-making
"Irrespective of the outcome of the current investigations into the
causes of the accident…we have accepted full responsibility to those
who have been injured in the accident and confirmed that we will
ensure that compensation will be provided to them.”
Nick Varney, chief executive of Merlin, June 2015
Never hide behind your advisors
“Going through the crisis there are two advisors I’ve paid no
attention to. The first are the lawyers, and the second are the
accountants. It’s not about money or legal liability; this is about
our being accountable for providing customers with safe food”.
Michael McCain, CEO of Canadian food manufacturer Maple Leaf, 2008
Be visible
“When the chips are down and your company is about to
make headlines for the wrong reasons, there is nothing
more important for a CEO than being present.”
Richard Branson, 2014
Be personal
“My apologies to TSB customers having problems
with their cards. I’m working hard with my team
now to try to fix the problems. PDP.”
Paul Pester, CEO of TSB Bank, 2014
It’s not about you
“I want my life back.”
Tony Hayward, ex-BP CEO
Do the right thing, say the right thing
“I do think they’re doing everything they can for the families.”
Victoria Balch, September 2015
“I would like to express my sincerest regret and apology to everyone
who suffered injury and distress today and to their families.”
Nick Varney, chief executive of Merlin, June 2015
Ten principles
1. Create a crisis resistant culture
2. Beware of denial
3. Be true to your values
4. Set the communication agenda
5. Take responsibility for decision making
6. Never hide behind your advisors
7. Be visible
8. Be personal
9. It’s not about you
10. Do the right thing; say the right thing
Contact details
Jonathan Hemus
Email: [email protected]
Phone:
44 (0)786 832 9102
Twitter: @jhemusinsignia
Web:
www.insigniacomms.com
Jonathan Hemus, March 2016