Crisis Management at Concord College Assignment
Added on 2020-04-01
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CRISIS MANAGEMENT AT CONCORD COLLEGEIntroduction For any organization to operate well with minimal effects from uncalled for risks, there is theneed for crisis management process to be well planned for so that in case of a problem the issueis solved within a good time to avoid losses and image damage to the organization. How aninstitution deals with a crisis determines its image to the outside world and the impact it has onthe various stakeholders. To successful diffuse a crisis there is need to understand how it shouldbe handled even before it occurs (Gao et al., 2011b). This explains why Concord college wasable to handle the crisis to ensure it did not have adverse effects on the stakeholders especiallyparents and students as well as ensuring it does not tarnish its image in the general publica)Theoretical and practical elements and concepts employed in the team's response tothe crisisscenarioThe institution was able to make use of structural-functional systems theory and diffusion ofinnovation theory in dealing with the crisis that befell them (Chung, 2011). The structuralfunctional theory was used in the sense that information was provided to the relevantstakeholders and involved departments on time before the issue got out of hand. The institutionwas able to address the intricacies of the networks of information as well as all the levels ofcommand that make up the organizational communication (Venette, 2007). Various letters and memos were written by officials such as communications officer, mediapersonnel and the parents’ teachers association all with an aim of offering solutions to the issue.The information flow was therefore a form of networks made up of involved parties. For thediffusion of innovation theory the principal of the school is seen getting the employees and allthe stakeholders involved in solving the issue. This provided a lot of transparency in dealing with1
CRISIS MANAGEMENT AT CONCORD COLLEGEthe crisis ad also an acknowledgement that the institution valued their support and concern(Sweetser and Metzgar, 2007). The use of this theory by the college transformed the heavyburden of the crisis they had into a team effort so as to ensure the problem was fixed within ashort period of time. This ensured the institution was re-invigorated even when the situationappeared to be in bad shape (Petru, 2013). The principal therefore kept the morale of everystakeholder high in those tough times by valuing and listening to everyone’s inputs andsuggestions.The theories used in this situation were useful enough since they helped tame the situation fromgoing from bad to worse. Strategies that were successfulThe most successful strategies was the action taken by communication officers and the ITexperts to close down the fake account that was operational and to redirect the stakeholders to analternative account that was true and could respond to the urgent questions.The letter written to the principal by Mark Disuc was a good advice regarding the right actionsthat were to be taken (Taneja, 2014). The principal was advised against locking the media out ofthis issue as it could raise more concerns and mistrust by the public to the institution. The letterwritten by the PTA official was a good reassurance to teachers and parents that everything wasunder control and future crisis of this nature will not occur again.Could I have done things differently?If I were among the stakeholders I wouldn’t do anything different from what they did. Or even ifI were the principal would have taken the same actions as he did such as engaging all therelevant stakeholders to ensure the situation does not get out of hand.2
CRISIS MANAGEMENT AT CONCORD COLLEGEb)My contributions to the team’s responseThe team’s response to this crisis was incredible and this ensured the crisis did not tarnish theinstitution’s image. My tasksBeing one of the stakeholders in the institution there are various activities that I got engaged intoto ensure the team’s efforts bore fruits. These include I offered free guidance at counseling to thestudents and parents who felt like the institution had failed them in ensuring the security of thestudents. My role was to ensure the institution wins their trust back by assuring them that such anincidence will never occur again. I also assured the parents that their children will be protectedfrom any form of bullying that may arise from the staff at the institution and that the teacherresponsible for the crisis that occurred was to be vindicated for his mistakes. This ensured thatthe parents and students felt comfortable and were ready to allow their children to continue in theinstitution (Sabato, 2010). From the crisis it was seen that a fake account was in circulation andwrong information was being channeled out to the public regarding the crisis. My role here was to spread the word that there was the right link to an official school accountsthat parents and students could use to air their views and seek guidance regarding the issue athand (Coombs, 2007). I also managed to talk to the principal to keep calm and handle the wholematter with the intelligence it required so as not to send any negative signals or energy out in thepublic. I was in the forefront of advising the principal to welcome any suggestions that are ofhelp in solving the matter at hand. This assisted in ensuring the principal is aware of people whocare and mean good for the institution and do not hold him entirely responsible about whateverhad happened. I also was able to work with all the departments in the college to ensure they do3
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