Importance of Crisis Management in Hospitality Industry: A Case Study on Hilton

This research project analyzes the importance of managing crisis in the hospitality sector, with a case study on Hilton. It covers the concept of crisis management, benefits of managing crisis within Hilton, and challenges faced by companies while addressing the crisis. The research methodology includes a survey of 30 employees of Hilton. The study concludes with recommendations and suggestions for future work.

Research Project

Abstract
Crisis management plan is about structuring such strategies which are crucial to deal with
the negative impact of uncertain events. Here, crisis management is not only about having
necessary equipments, components to deal with crisis but it is related with having effective plan
to respond towards sudden events. It is found that the company also has to face ample of
challenges while structuring the crisis management plan. It is suggested that the respective
company needs to offer proper training to its employees with maintaining an appropriate
communication network.

Table of Contents
Introduction.................................................................................................................................................4
Research Aim:.........................................................................................................................................4
Research objectives.................................................................................................................................4
Research Questions.................................................................................................................................4
Rational of research.................................................................................................................................4
Scope of research:....................................................................................................................................5
Chapter preview:.....................................................................................................................................5
Chapter Two-Literature Review..................................................................................................................5
Concept of crisis management within the hospitality sector....................................................................5
Benefit of managing crisis within Hilton.................................................................................................6
Chapter three- Research methodology.........................................................................................................8
Chapter 4: Analysis and Findings..............................................................................................................12
Analysis.....................................................................................................................................................14
Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work\.............................25
Chapter 6: Conclusions..............................................................................................................................26
Reflection..................................................................................................................................................27
References.................................................................................................................................................28

Introduction
Crisis management is about preparing suitable strategies to deal with the future
uncertainties. Here, it helps in mitigating the risk which might occur in the future period of time.
By developing a crisis management plan, it is possible to identify the potential future risk and
structure suitable plans to mitigate such risk effectively. In addition, crisis management plans are
helpful in increasing the well-being of employees by improving the efficiency of company
(Wolbers and Boersma, 2018). The present study is about evaluating the significance of crisis
within hospitality industry. Hilton is taken into consideration for completion of present research
work. It is a renowned hotel brand having presence at ample of locations worldwide. The study
will cover benefits of crisis management plan for company along with the challenges, they face
while structuring the crisis management plan.
Research Aim: “To analyze the importance of managing crisis in the hospitality sector”. A case
study on Hilton”.
Research objectives
 To acknowledge the concept of crisis management within the hospitality sector.
 To understand the benefit of managing crisis within Hilton.
 To analyze the challenges faced by the companies while addressing the crisis.
Research Questions
 What is the concept of crisis management within the hospitality sector?
 What are the benefit of managing crisis within Hilton?
 What are the challenges faced by the companies while addressing the crisis?
Rational of research:
The main rational behind conducting the research on crisis management is to enhance the
knowledge and understanding regarding crisis management and its different components.
Further, the project will make the researcher enable to analyze the benefits of crisis management
plan along with the challenges faced while structuring the plan to manage the crisis. In personal
context, it will help in improving the skills and capabilities of researcher in order to gain success
in the future period of time.

Scope of research:
The present research study has wide scope in terms of analyzing the importance of crisis
management in context of hospitality industry. This will also cover complexities faced by the
researcher while undertaking the current research project.
Chapter preview:
Chapter 1: Introduction- In this first chapter, the introduction of study along with appropriate
research aims and objectives will include.
Chapter 2: Literature Review-Here, the opinions and view points of other authors regarding
the study will be discussed.
Chapter 3: Research methodology-This is the significant part of the overall research project
that will cover the methods of data collection and analysis.
Chapter 4: Analysis and findings-Under this, the overall analysis of findings of the report will
be discussed so that appropriate conclusion can be drawn effectively.
Chapter 5: Recommendations and suggestions for future work- This chapter is crucial as it
includes necessary recommendations to make improvements in the project work in future period
of time.
Chapter 6: Conclusion-This is the final chapter that will include a summary of findings of the
overall study.
Chapter Two-Literature Review
Concept of crisis management within the hospitality sector
According to Brandebo, (2020), crisis management is about preparing suitable strategies
to deal with the future uncertainties. Here, it helps in mitigating the risk which might occur in the
future period of time. Further, crisis management is a process through which a company can deal
with disruptive events in an efficient manner. Through crisis management, the organization
cannot only minimize the threat of future uncertainties but also control the harm to the wellness
of workforce. In other words, crisis management is the application of various strategies where an
entity can easily deal with the impact of negative events by preparing suitable strategies in

significant manner. A crisis is the result of any unpredictable event that might create potential
risk. In context of hospitality industry, there are numerous uncertainties that might affect the
success of a hospitality company profoundly. In recent time, COVID-19 has put a major impact
on hospitality business. It disrupted the activities of the companies. In this situation, there is
requirement to have knowledge regarding the crisis management so that the entity can prepare
suitable strategies when crisis occur in future period of time.
It is monitored that problem situation can cause huge risk within hospitality industry. It
directly affects the ability of a hospitality entity to operate business regularly without any issue.
Apart from this, it can create issue in terms of perception of customers, image of company and
more (Ertaş and et. al., 2021). This will put devastating short as well as long-term impact on the
respective business entity in longer run. The study of crisis management is important in each and
every field. But, the significance of respective concept has been increased post COVID-19. In
the respective industry, organizations can easily deal with the possible impact of crisis by having
effective crisis management strategies.
Benefit of managing crisis within Hilton
According to Kruse, (2019), Crisis management plan is about structuring such strategies
which are crucial to deal with the negative impact of uncertain events. Here, crisis management
is not only about having necessary equipments, components to deal with crisis but it is related
with having effective plan to respond towards sudden events. By developing a crisis management
plan, it is possible to identify the potential future risk and structure suitable plans to mitigate
such risk effectively. In addition, crisis management plans are helpful in increasing the well-
being of employees by improving the efficiency of company. By having crisis management plan,
it is possible to minimize the potential legal risk. This plan is useful in dealing with potential risk
that might occur in future. With this, it helps in mitigating the stress of business managers as
they get clarity.
In context of Hilton, crisis management plan will help in providing relaxation to mind
and also provide peace to the individual. Here, they will feel stress free that everything is in
place in order to deal with unexpected events in future. In addition to this, the reputation of the
respective organization will also improve by having an effective plan of crisis management. With
this, they can respond to the uncertain events in the best possible way that will improve the

market image of the respective entity. Through crisis management plan, it is possible to
communicate the necessary outcomes to the responsible stakeholder that will prove helpful in
mitigating the potential risk in an efficient manner (Brandebo, 2020). Additionally, the value of
customer relationship can also be enhanced by having an appropriate plan to deal with uncertain
events. In context of Hilton, they believe in responding quickly when they face any uncertain
condition. This will improve the customer relationship of the entity and also enhance the trust of
customers in the respective brand. By having crisis management plan, the respective organization
can easily maintain proper flow of information among people working at different levels.
Through this, they will able to know the responsibility of different individuals. With this, it is
possible to improve the productivity of workforce in significant manner.
Challenges faced by the companies while addressing the crisis.
According to Gilbert, (2018), it is monitored that crisis management plans are helpful in
increasing the well-being of employees by improving the efficiency of company. By having
crisis management plan, it is possible to minimize the potential legal risk. However, there are
numerous challenges which might occur while addressing the crisis. To structure a crisis
management plan, there is requirement to anticipate the future. Here, anticipating the future is
not easy. If the business managers are not able to make proper estimation, it might affect the
outcomes of crisis management plan. Information mismanagement is the major challenge that is
often faced by the business managers. During crisis, there is no proper way to circulate the
information from one person to other which further create mismanagement within the company.
In reference of selected hotel, it is a large multinational brand. Here, numerous individuals are
associated with the respective hotel. Here, circulating information is not easy which further
create mismanagement (Sarpong, 2018). Resources are required to fulfill different functions.
While preparing crisis management plan, the companies are likely to face the issue related to
allocation of resources. They not only face the shortage of resources but it is also difficult to
allocate the resources properly. During the crisis, Hilton is likely to face the issue related to
ineffective communication. At the time of crisis, it is quite difficult to maintain the proper flow
of information at different levels of the company (Uitdewilligen and Waller, 2018). The other
challenge is lack of coordination where the employees of the respective hospitality company
found it difficult to coordinate with each-other while facing uncertain events.

Chapter three- Research methodology
In research methodology, the steps taken to complete the project are included. Along with
the methods of data collection, it also included approaches, strategies, philosophies and more. In
this context, components of research methodology are outlined below:
Research Philosophy: It is the first element of research methodology wherein the
believes and assumption of researcher are taken into consideration. Major two forms of research
philosophies are positivism and interpretivism (WÅhlberg, 2017). To complete the existing
project, positivism approach is taken into consideration as it is useful in drawing valid
conclusion based on objective information.
Research approach: Research approaches are the important element to accomplish the
research project successfully. Here, deductive and inductive are consider as the two significant
approaches of research (Ratnam, 2019). From these two, the present study is based on deductive
approach so that the researcher can easily collect quantitative data based on the facts. In addition,
this approach is also useful in order to analyze the existing theoretical framework in an efficient
manner.
Research Choice: It refers to inform that what kind of data has been collected to conduct
the research. Making appropriate research choice is imperative to complete the research work
successfully. Here, quantitative and qualitative are the two major research choices (Daniel,
2018). In context of the present research work, quantitative research choice has been selected as
it helps in gaining authentic and reliable results based on numerical analysis. Moreover, it is also
useful in terms of getting appropriate outcomes based on facts and figures to attain the pre-define
research goals.
Data collection: In research work, there are two major sources of data collection:
Primary and Secondary. To collect the primary data, information has been taken out from 30
respondents. This information is completely raw and comprises higher level of authenticity. On
other side, the secondary data has been collected from different sources such as websites,
articles, journals, publications and more.
Research strategy: Research strategy includes the plans to accomplish the project work
in timely manner. These strategies are useful in completing the research project within pre-define

period of time (Rosskam, 2018). Generally used research strategies are case study, survey,
literature review and more. In context of present study, survey strategy has been used as it helps
in gathering detailed information from respondents to reach at meaningful conclusion in an
efficient manner.
Research instruments: There are ample of research instruments which are likely to use
by the investigator (Phakiti and et. al., 2018). In case of current project, questionnaire has been
used as the research instrument as it will help in collecting detailed information from various
respondents.
Sampling: Probability and non-probability are the two major methods of sampling. For
present study, the chosen sampling method is probability sampling as it is helpful in making fair
and authentic selection of units in order to create sample (Ross and Call-Cummings, 2020). In
this context, 30 employees of Hilton have been chosen as sample to gather necessary amount of
information.
Questionnaire
Name:
Age:
Gender:
Email:
Q1) Do you have an understanding of the concept of crisis management in relation to
business?
a) Yes
b) No
Q2) What do you think, is managing crisis is important for Hilton hotel growth and
development in the hospitality industry?
a) Yes
b) No
Q3) According to you, what will be the most beneficial strategy of managing crisis in the
hospitality sector that Hilton hotel can adopt to enhance profitability?
a) Determine action plan

b) Establish crisis unit
c) Evaluate risks at early stages
d) Build a positive work environment
e) Implement digital tools
Q4) As per your perception, what is the most effective crisis management strategy that
Hilton hotel can execute to maximize consumer satisfaction?
a) Prevention
b) Developing crisis communication team
c) Notification and monitoring system
d) Simulation excises
Q5) What are the current crisis management strategies that Hilton hotel is using to manage
issues and challenges in hospitality industry?
a) Risk assessment
b) Activation protocol
c) Command center plan
d) Crisis management plan by expertise in field
Q6) According to your opinion, what is the impact of crisis management that Hilton hotel
can gain?
a) Increase in overall revenue
b) Increase in profitability
c) Customer satisfaction
d) Increased competitive rivalry
Q7) According to your perception, what is the overall impact of crisis management on
Hilton hotel business growth?
a) Positive
b) Negative
c) Neutral
Q8) According to your perspective, what are the potential challenges that Hilton hotel is
facing to manage crisis in hospitality sector?
a) Complex forecasting
b) Decline in sales during crisis

c) Difficulties to gather sufficient amount of resources
d) In-effective communication
Q9) As per your perception, what are the potential ways that Hilton hotel can adopt to
overcome the challenges of implementing crisis management strategies?
a) Strong communication network
b) Digital crisis management tools
c) Increase in employee engagement
d) Training to workers
e) Strong research and crisis management team
Q10) According to your perception, which one is from Hilton hotel and Marriott hotel is
taking use of the most effective form of strategies of managing crisis?
a) Marriott
b) Hilton
c) Neutral
Q11) Provide further recommendations to management of Hilton hotel in implementing
crisis management strategies for long-term growth.

Chapter 4: Analysis and Findings
Frequency Table
Q1) Do you have an understanding of the concept of crisis management in
relation to business?
Frequency
a) Yes 29
b) No 1
Q2) What do you think, is managing crisis is important for Hilton hotel
growth and development in the hospitality industry?
Frequency
a) Yes 28
b) No 2
Q3) According to you, what will be the most beneficial strategy of managing
crisis in the hospitality sector that Hilton hotel can adopt to enhance
profitability?
Frequency
a) Determine action plan 8
b) Establish crisis unit 7
c) Evaluate risks at early stages 5
d) Build a positive work environment 5
e) Implement digital tools 5
Q4) As per your perception, what is the most effective crisis management
strategy that Hilton hotel can execute to maximize consumer satisfaction?
Frequency
a) Prevention 8
b) Developing crisis communication team 8

c) Notification and monitoring system 7
d) Simulation excises 7
Q5) What are the current crisis management strategies that Hilton hotel is
using to manage issues and challenges in hospitality industry?
Frequency
a) Risk assessment 15
b) Activation protocol 5
c) Command center plan 5
d) Crisis management plan by expertise in field 5
Q6) According to your opinion, what is the impact of crisis management
that Hilton hotel can gain?
Frequency
a) Increase in overall revenue 8
b) Increase in profitability 7
c) Customer satisfaction 7
d) Increased competitive rivalry 8
Q7) According to your perception, what is the overall impact of crisis
management on Hilton hotel business growth?
Frequency
a) Positive 20
b) Negative 5
c) Neutral 5
Q8) According to your perspective, what are the potential challenges that
Hilton hotel is facing to manage crisis in hospitality sector?
Frequency
a) Complex forecasting 8

b) Decline in sales during crisis 7
c) Difficulties to gather sufficient amount of resources 8
d) In-effective communication 7
Q9) As per your perception, what are the potential ways that Hilton hotel
can adopt to overcome the challenges of implementing crisis management
strategies?
Frequency
a) Strong communication network 8
b) Digital crisis management tools 7
c) Increase in employee engagement 5
d) Training to workers 6
e) Strong research and crisis management team 4
Q10) According to your perception, which one is from Hilton hotel and
Marriott hotel is taking use of the most effective form of strategies of
managing crisis?
Frequency
a) Marriott 5
b) Hilton 20
c) Neutral 5
Analysis
Theme 1) Concept of crisis management in relation to business

Q1) Do you have an understanding of the concept of crisis management in
relation to business?
Frequency
a) Yes 29
b) No 1
a) Yes b) No
0
5
10
15
20
25
30
35
29
1
Chart Title
Interpretation:
As per the above mentioned graph it has been stated that 29 out of 30 respondents are aware with
the concept of crisis management in context to business.While remaining 1 respondent were not
aware with the same.
Theme 2) Managing crisis is important for Hilton hotel growth and development in the
hospitality industry
Q2) What do you think, is managing crisis is important for Hilton hotel
growth and development in the hospitality industry?
Frequency
a) Yes 28
b) No 2

a) Yes b) No
0
5
10
15
20
25
30 28
2
Chart Title
Series1 Series2
Interpretation:
According to the above graph 28 out of 30 respondents think that managing crisis is important
for Hilton Hotel in order to have growth and development in the hospitality industry.According
to theserespondents viewpoints with the help of managing crisis Hilton Hotel can deal with
challenges in effective manner.While on the other hand remaining 2 respondents were neutral.
Theme 3) Most beneficial strategy of managing crisis in the hospitality sector that Hilton
hotel can adopt to enhance profitability
Q3) According to you, what will be the most beneficial strategy of managing
crisis in the hospitality sector that Hilton hotel can adopt to enhance
profitability?
Frequency
a) Determine action plan 8
b) Establish crisis unit 7
c) Evaluate risks at early stages 5
d) Build a positive work environment 5

e) Implement digital tools 5
8
7
5
5
5
Chart Title
a) Determine action plan b) Establish crisis unit
c) Evaluate risks at early stages d) Build a positive work environment
e) Implement digital tools
Interpretation:
From the above graph it has been stated that 8 out of 30 respondents said that the most beneficial
strategies to manage crisis in hospitality sector that can be adopted by Hilton Hotel is
determining action plan,While remaining 7 respondents goes with establishing crisis unit.
Furthermore, other 5 respondents out of 20 said that evaluating risk at early stages is the
beneficial strategy through which Hilton Hotel can manage crisis.While remaining 5
respondentsgoes with building a positive work environment, at last other 5 respondents out of 20
goes with implementing digital tools that will help Hilton Hotel to manage crisis.
Theme 4) Most effective crisis management strategy that Hilton hotel can execute to
maximize consumer satisfaction
Q4) As per your perception, what is the most effective crisis management
strategy that Hilton hotel can execute to maximize consumer satisfaction?
Frequency
a) Prevention 8

b) Developing crisis communication team 8
c) Notification and monitoring system 7
d) Simulation excises 7
8
8
7
7
Chart Title
a) Prevention b) Developing crisis communication team
c) Notification and monitoring system d) Simulation excises
Interpretation:
From the above graph it has been stated that 8 out of 30 respondents said that the most effective
crisis management strategy that Hilton Hotel can execute in order to maximise consumer
satisfaction is prevention. While on the other hand remaining 8 respondents goes with crisis
communication team, other 7 respondents out of 30 said that with the help of notification and
monitoring plan Holton hotel manage crisis in effective manner that will help in enhancing
consumer satisfaction. While 7 respondents goes with simulation exercises.
Theme 5) Current crisis management strategies that Hilton hotel is using to manage issues
and challenges in hospitality industry

Q5) What are the current crisis management strategies that Hilton hotel is
using to manage issues and challenges in hospitality industry?
Frequency
a) Risk assessment 15
b) Activation protocol 5
c) Command center plan 5
d) Crisis management plan by expertise in field 5
a) Risk assessment b) Activation protocol c) Command center
plan d) Crisis
management plan by
expertise in field
0
2
4
6
8
10
12
14
16 15
5 5 5
Chart Title
Interpretation:
According to the above graph it has been stated that 15 out of 30 respondents said that risk
assessment is the current pricing management strategy that Hilton Hotel is using to manage
issues and challenges.While remaining 5 respondents goes with aviation protocol, other 5
respondents out of 30 said the Hilton Hotel is currently taking command center plan crisis
management strategy.While remaining 5 respondent goes with crisis management plan in which
they take use of expertise in the particular field.

Theme 6) Impact of crisis management that Hilton hotel can gain
Q6) According to your opinion, what is the impact of crisis management
that Hilton hotel can gain?
Frequency
a) Increase in overall revenue 8
b) Increase in profitability 7
c) Customer satisfaction 7
d) Increased competitive rivalry 8
a) Increase in overall
revenue b) Increase in
profitability c) Customer
satisfaction d) Increased
competitive rivalry
6.4
6.6
6.8
7
7.2
7.4
7.6
7.8
8
8.2
8
7 7
8
Chart Title
Interpretation:
From the above analysis of graph it has been stated that 8 out of 30respondents said that increase
in the overall revenue is the impact of crisis management at Hilton Hotel can face.While
remaining 7 respondents goes with increasing profitability, other 7 respondents out of 30 said
that consumer satisfaction the impact of crisis management while remaining 8 respondents goes
with increasing competitive rivalry.

Theme 7) Overall impact of crisis management on Hilton hotel business growth
Q7) According to your perception, what is the overall impact of crisis
management on Hilton hotel business growth?
Frequency
a) Positive 20
b) Negative 5
c) Neutral 5
a) Positive b) Negative c) Neutral
0
5
10
15
20
25
20
5 5
Chart Title
Interpretation

According to the above graph it has been stated that 20 out of 30 respondents said that there will
be a positive impact of crisis management strategy on Hilton growth that will help organization
to assure long term sustainability. While remaining 5 respondents one negative other 5
respondents out of 30 were neutral.
Theme 8) Potential challenges that Hilton hotel is facing to manage crisis in hospitality
sector
Q8) According to your perspective, what are the potential challenges that
Hilton hotel is facing to manage crisis in hospitality sector?
Frequency
a) Complex forecasting 8
b) Decline in sales during crisis 7
c) Difficulties to gather sufficient amount of resources 8
d) In-effective communication 7
8
78
7
Chart Title
a) Complex forecasting
b) Decline in sales during crisis
c) Difficulties to gather sufficient amount of resources
d) In-effective communication
Interpretation
From the above graph it has been stated that 8 out of 30 respondents at that the potential talent
Hilton Hotel in face in the process of managing crisis is complex forecasting. While remaining 7
respondent goes with decline in sales during crisis. Furthermore other 8 respondents out of 30

said that difficulties together sufficient amount of resources is the potential challenge that Hilton
Hotel can face, While remaining 7 respondents goes with ineffective communication.
Theme 9) Potential ways that Hilton hotel can adopt to overcome the challenges of
implementing crisis management strategies
Q9) As per your perception, what are the potential ways that Hilton hotel
can adopt to overcome the challenges of implementing crisis management
strategies?
Frequency
a) Strong communication network 8
b) Digital crisis management tools 7
c) Increase in employee engagement 5
d) Training to workers 6
e) Strong research and crisis management team 4
a) Strong
communication
network
b) Digital crisis
management
tools
c) Increase in
employee
engagement
d) Training to
workers e) Strong
research and
crisis
management
team
0
1
2
3
4
5
6
7
8
9 8
7
5
6
4
Chart Title
Interpretation
From the above graph it has been stated that 8 out of 30 respondents said that with the help of
strong communication network Hilton Hotel can overcome the challenge in the process of
implementing crisis management strategy. While remaining 7 respondents goes with digital crisis

management tool, other 5 respondents out of 30 said that increase in employee engagement is the
potential way while 6 respondents out of 30 said the training to workers will help Hilton Hotel to
overcome challenges. At last4 respondents out of 30 goes with strong research in crisis
management team.
Theme 10)Hilton hotel and Marriott hotel is taking use of the most effective form of
strategies of managing crisis
Q10) According to your perception, which one is from Hilton hotel and
Marriott hotel is taking use of the most effective form of strategies of
managing crisis?
Frequency
a) Marriott 5
b) Hilton 20
c) Neutral 5
a) Marriott b) Hilton c) Neutral
0
5
10
15
20
25
5
20
5
Chart Title
Interpretation
As per the above graph 5 respondents out of 30 said that Marriott Hotel is taking use of effective
form of strategies to manage crisis. While other 20 respondents said that Hilton Hotel is
managing crisis in effective manner other 5 respondents out of 30 were neutral.

Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work\
Crisis management is one of the most important tool for organization especially for those who
are operating in hospitality industry, as this industry it’s facing many challenges and issues such
as adverse and drastic impact of covid- 19 (Leta and Chan, 2021).In this with the help of crisis
management strategies companies like Hilton Hotel can manage challenges and issues in
effective manner. Mentioned below there are some certain recommendations being provided to
Hilton Hotel:
 Hilton Hotel leaders and managers are recommended to have strong communication
network with the help of digital tools and techniques such as virtual meeting etc.This will
help in encouraging employee engagement that helps in managing crisis.
 Hilton Hotel is recommended to provide proper training and development opportunities
to employees in order to enhance their skills and competencies to manage challenges
efficiently.
 Managers and leaders of Hilton Hotel is recommended to have strong research and crisis
management team, in this with the help of having a team of skilled and experienced
employees Hilton Hotel can overcome challenges in a well defined and effective manner
(Barth, S.C. and Barber, 2017).
This research has been conducted with the help of appropriate research tools and techniques
however researcher is suggested to conduct further work with the help of emphasising on
collecting more efficient data, with the help of evaluating various secondary sources which
requires proper time management.

Chapter 6: Conclusions
According to the above research it has been concluded that in order to sustain in this modern
business environment crisis management is most important strategy. Hospitality industry is
facing challenges from many internal and external factors in which it is essential for organization
to manage crisis in effective manner. From this research most of the respondents agreed that
crisis management is important for organization growth and profitability in which with the help
of taking advantage of various tools and techniques such as training to worker, strong crisis
management team etc. they can manage crisis and can assure long term growth in an industry.
Reflection
Present research report is conducted on crisis management in which case study analysis on
Hilton Hotel is being conducted during. In this research I have experienced both positive and
negative aspects in contacts with positive. This research developed my current level of
knowledge and skill on the concept of crisis management and develop my critical thinking data
collection and communication skill efficiently. During this research I faced negative challenges
in terms of acquiring viewpoint of respondents, as due to my week communication skill I faced
challenges to analyze their viewpoint. However this skill has been developed by me efficiently.
This research will provide me future advantage in terms of conducting other research with the
help of critical thinking and strong data collection ability.
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