Definition and Importance of Crisis, Crisis Management and Communication
Every organisation aim to be successful. A good and effective management strategy is one necessary thing that a business should have to be able to run well. In business, crisis which can interfere the running of the business (Fearn-Banks 2009, p.6), can happen anytime, therefore, this includes the need of a good crisis management plan. "Crisis management is a set of factors designed to combat crises and to lessen the actual damage inflicted" (Coombs 2012, p.5). To be able to have an effective crisis management, effective crisis communication is necessary.
The purpose of this report is to explain the importance of crisis communication, as well as an effective crisis communication strategy for business. This report covers …show more content…
3.2 Crisis Communication Approach
Research found that this company has failed in doing their crisis communication strategy. Some factors that cause the failing of their crisis communication strategy includes:
1. No comment and denial strategy. Foxconn confirmed about the death but didn’t give any comments between the first and sixth suicide, which is in 2.5 months. This cause dissatisfaction to other employees and confusion to medias and publics of unanswered questions. They uses “ongoing police investigation” and “respect for victim” as excuses, which can’t be accepted by public. Furthermore, they use the denial strategy. The spokesperson says that the first several deaths are caused by their personal problem and Foxconn does not have any responsibility of it.
2. Inconsistent message. Foxconn’s spokesperson, Liu Kun, admitted that they have problems in their military management style about how they addressed the younger generation of workers, which are psychologically weak and can’t work as hard as the old generation. However the CEO, Terry Guo, has apologized about the series of suicide, but say that the suicides are due to the employee’s personality and emotion, not because of the management style. This cause the public to assume that his apology is not sincere.
3. Their approach is reactive rather than