Business+EFL+IV

Assessment criteria
 * Video title: GUIDELINES FOR DEALING WITH A CRISIS

Task: Give some examples of crisis which were either well or badly managed. Which of the guidelines below were or were not followed?

1. Ensure that monitoring systems are efficient 2. Encourage customers to complain 3. Deal with complaints 4. Take failures seriously 5. Listen to customer views 6. Concede (accept) responsibility where necessary and appropriate 7. Communicate quickly and effectively 8. Compensate customers fairly

The characteristics of good crisis management are: open and clear in what the company is/ was doing, open communications and pro active response. The characteristics of bad crisis management are: secretive, slow to response and denying crisis.

Study the cases to make your video at: ** [| http://slidetalk.net.] **
 * [|Guidelines for dealing with a crisis, HOMEWORK] **
 * Crisis Management **
 * [|Crisis guidelines form] **
 * [|exxon-valdez-oil-spill (quizlet)], **
 * [|Bombing of Pan Am Flight 103, Focus Word] **
 * PanAm flight 103 [|(quizlet)] **
 * [|Ferry Disaster (quizlet)] **
 * [|Ferry Disaster], Focus Word **
 * [|Ferry Disaster, Belgium] **
 * [|Transition words & phrases] **
 * [|Chernobyl Power Plant] **


 * VIDEO RESOURCES **


 * [|Exxon Valdes Oil Spill 1989] **
 * [|Bombing Pan Am Flight 103] **
 * [|Herald of Free Enterprise Disaster Part 1] **
 * [|Using transition words & phrases] **
 * [|7 easy steps for crisis communication] **
 * [|My Slide Talk test] **

[|7 easy steps for crisis communication]

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