unit 9 Future and Strategy meeting.ppt

4-step crisis plan First, collect information about the situation. Second, appoint a team to handle the crisis. Third, appoint a spokesperson to be the contact between the crisis team and the media. Fourth, identify your key audiences: your customers, employees, salespeople and the media. Meeting Board Crisis Departmental Team a meeting Attend Arrange Chair Hold Miss Run Agenda Action Points Chair Chairperson Minutes Can you take the minutes, please? How many people usually attend the meetings? Can we move on to the next item on the agenda? Where’s Olga? She will miss the meeting if she doesn’t get here soon. Can we arrange a different time for the next meeting? One of your important customers and his client suffered food poisoning at your restaurant recently. You have seen this letter of complaint in a specialist catering magazine. Your business partner has just informed you that this bad review and an Internet blog are affecting business and bookings are down 50 percent. Hold a meeting with your business partner and decide what to do. Make a crisis communications plan. A crisis plan 1. call a meeting with the middle management and set up a crisis team. 2. David is to talk to the purchasing manager and the cooks to find out the quality of the ingredients used and the ways of preparation. George is to talk to the relevant waiters and waitresses about the problems in service. 3. Janet is to serve as the spokesperson. 4. Sophie is to write an apology letter to the clients involved. Letter of apology Apologize for the poor service Apologize for the food poisoning incident Accept full responsibility Offer a complimentary dinner for two Acknowledging receipt of the letter apology for the error Thank you for your letter of … regarding /concerning / in connection with… 谢谢您关于…的信件 We must apologise for… We sincerely apologise for… Please accept our apologies for… Explaining the cause The error was caused by… The error was due to… The pro