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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.

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Reputation a risk manager s role

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
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



Reputation
Reputation

  • The set of . . .

    • Perceptions,

    • Evaluations, and

    • Beliefs

      . . . a community forms about an organization or one of its members


Senior management concerns
Senior Management Concerns

  • 4 Cornerstones of ERM

  • Reputation Risk

  • Finance Risk

  • Operation Risk (People/Process)

  • Hazard Risk


2 stakeholder expectations
2 Stakeholder Expectations

  • Post-crisis Expectations

  • Preventive Actions

    • Take adequate preventive measures?

  • Prepared to Respond

    • Respond in timely, caring, effective manner?

  • If not = Outrage


Reputation red flags
“Reputation” Red Flags

  • Outrage

  • Fear

  • Media Involvement

  • Perceived to be at fault:

    • Foreseeable

    • Unprepared

    • Unjust

    • Intentional

    • Negligent


Potential stakeholders
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

9


Anticipate
Anticipate

  • Identify Weaknesses in Your Preparedness

    --------------------------------

    • Early Incident/Crisis Recording and Reporting

    • Crisis Response Plan

    • Crisis Communication Plan

    • Crisis Operations Center


Reputation response mindset
Reputation Response Mindset

Focus on “CIA”

  • Core Assets

    • Protection

  • Impacted Stakeholders

    • Identify and address needs and concerns

  • Anticipation

    • Likely progression


9 reputation response strategies
9 Reputation Response Strategies

  • Deny Crisis

    • Minimize/No Harm Done

  • Ignorance

    • Lack of Information

  • Explanation

    • Reasonable Person Test

Anticipate Reactions to Each


9 reputation response strategies1
9 Reputation Response Strategies

  • 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 strategies2
9 Reputation Response Strategies

  • Honorable Intent

    • Meant to do well

  • No Harmful Intent

    • Accident

  • Past Positives

    • Previous good works

Anticipate Reactions to Each


Diermeier trust quadrant
Diermeier Trust Quadrant

Empathy

Commitment Transparency

Expertise

  • Empathy

    • 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


Reputation institute
Reputation Institute

  • Emotional Appeal

  • Financial Performance

  • Products and Services

  • Vision and Leadership

  • Social Responsibility

  • Workplace Environment

Best 9/11 response companies = highest reputation


  • 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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