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Crisis Management and Ethical Decision Making

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Jessica Flareau

on 2 May 2014

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Transcript of Crisis Management and Ethical Decision Making

Crisis Management and Ethical Decision Making
Ice Breaker #1
Ice Breaker # 2
What does it help with? Engages participants in cooperation quickly, Makes a point about interdependence, the necessity of having everyone's input, or the importance of regular communication.

How to do it?
1. Ask each group to pick a bag of puzzles.
2. For the first 2 minutes, they should begin putting their puzzle pieces together by alternating turns. They are not allowed to talk or touch one another's pieces.
3. When the two minutes have passed, they should continue taking turns putting pieces in silence, but they may begin touching one another's pieces. Continue for two minutes.
4. Finally, they will have 5 minutes to finish putting the puzzle together in any way they would like. Talking will be permitted during the last 5 minutes.

What is your response?
What is your response?
Conclusion & References

Training Plan Overview

Crisis Management Role Play

Lunch Break

Crisis Management Training Plan

Case Studies


Cost: Light Lunch- $8 per person, up to 20 employees per class
Training Fee: $50
Hotel: $136/night
Training Plan Overview
Part I: Introduction to Ethical Decision Making provides an introduction to an ethical decision-making framework and the application of that framework to real world scenarios

Part II: Exploring Additional Case Studies/ Role Plays builds on the material from Part I to apply the ethical decision-making framework to additional case studies

Part III: Quiz on learning materials and Case studies. How you apply leadership and ethical principles to your everyday life
Ethical Decision Making
Role Play Case
Company A has made a budget of receiving gifts. Employees cannot receive a present over $100, or he/she should report it to the manager in the human resource department.

During the training, choose an audience in the class. He is an employee in the company. Now, someone tries to give him/her a Louis Vuitton handbag, which is obviously over $100. Let the audience make an ethical decision.
Role Play
In the past year, Target went through a crisis where it’s computer systems were hacked and thousands of credit card numbers were stolen. Choose one person to be the CEO of a large retail corporation such as Target, and imagine your computer systems were breached. Have the rest of the participants be the Media and Press. What would you say to the Media? Then look at how Target handled this. What was their response and was it a good response? How did it compare to your response as “CEO”?

Training Plan Overview
Course Objectives:
Crisis management planning methodology.
Composition of the crisis management team members.
The risk and threats within an typical organization including employee disagreements, social issues, and theft.
Learn how to prioritize decisions when a crisis occurs.
Learn about external agencies and local authorities that you may need to work with during a crisis.
Test and exercise approaches for crisis management (used in role play, later used in case studies)

Topic 1: Anticipating and avoiding a crisis
Topic 2: Conflict Management Life Cycle
Topic 3: Public Relations Crises & How They Were Handled
Day Two: Ethical Decision Making
9AM-10AM: Training Plan Overview
10AM-11AM: Icebreakers
11AM-12AM: Ethical Decision Making Role Play
12PM-12:30PM: Lunch Break
12:30PM-1:30PM: Ethical Decision Making Training Plan
1:30PM-2:30PM: Case Studies
2:30PM-3:00PM: Quiz

Cost: Light Lunch- $8 per person, up to 20 employees per class
Training Fee: $50
Hotel: $136/night
Treasury Box
What does it help with? Team individualism, Team spirit, Explore each others skills, talents and special knowledge, Builds self-esteem.

How to do it?
Distribute 3 x 5 cards. Ask participants to write their names on the cards and below their names list two specialties or skills that they bring to the team.
When participants complete the cards, have them stick the cards in a flip chart and engage everyone in exploratory conversations about the items.
Once the discussions are finalized put all the cards in a box, labeled treasury box. Itemize it after the meeting and place the box in the middle of the room. Encourage team members to open it and read one throughout the day.
Day One: Crisis Management
Crisis Management Case Study
You are the store manager of a teen clothing store.
You receive a complaint from a disgruntled customer who said that an employee told her she was “too big to fit in the clothing.”
She is very offended by this and is threatening to take it up with corporate. She wants the name of the employee in order to report her.
How do you handle this situation? Do you give the customer the employee’s name?
Do you report it to corporate or to your manager?

Crisis Management Case Study
You are the manager at an electric retail store. At the store one of your employees, Grace, comes up to you and lets you know that Bill has been sexually harassing her at work when they have shifts together. You confront Bill about the situation and he brushes it off saying he was joking. Two weeks later, Grace comes up to you again and says Bill is still harassing her and making sexual innuendos.

How do you confront this situation? What are the actions you take to prevent this from happening? What is the outcome?
Crisis Management Video
Ethical Theories
Five principles of ethical leadership:
respect, service, justice, honesty
, and
Ethical Theories Based on Self-Interest Versus Interest for Others.
Two broad domains: theories about leaders’ conduct and character.
Both the actions of leaders and who they are as people.
Ice Breaker: Two Truths and a Lie
What does it do?
Allows participants to determine which statement is a lie. Participants will have to think critically and notice subtle hints to tell when someone is lying.

Instruct each player to think of three statements about themselves. Two must be true statements, and one must be false. For each person, he or she shares the three statements (in any order) to the group.
The rest of the participants must determine which statement is false. The group votes on which one they feel is a lie, and at the end of each round, the person reveals which one was the lie.

Crisis Management Theories
Situational Approach
Trait Approach
The training session will end in a quiz consisting of questions from the PowerPoint, role play, case studies, and handouts.
Ethics Video
Ethical Decision Framework
Vigor and persistence in pursuit of goals;
Risk taking and originality in problem solving;
Drive to exercise initiative in social situations;
Self-confidence and sense of personal identify;
Willingness to accept consequences of decision and action;
Readiness to absorb interpersonal stress;
Willingness to tolerate frustration and delay;
Ability to influence other people’s behavior; and
Capacity to structure social interaction systems to the purpose at hand

Both a directive and a supportive dimension
Change the degree to which they are directive or supportive to meet the changing needs of subordinates
Questions such as the following must be addressed:
What task are subordinates being asked to perform
How complex is the task?
Are the subordinates sufficiently skilled to accomplish the task?
Do they have the desire to complete the job once they start it?

Ice Breaker Games. (n.d.). Ice Breaker Games. Retrieved April 26, 2014, from

Bhasin, K. (2011, May 26). 9 PR Fiascos That Were Handled Brilliantly By Management.
Business Insider. Retrieved April 26, 2014, from http://www.businessinsider.com/pr-disasters-crisis-management-2011-5?op=1

Clampitt, P. (2009, August 1). Starbucks Crisis Management Plan. . Retrieved April 28, 2014,

ethic. (n.d.). Merriam-Webster. Retrieved April 26, 2014, from

Ethical Dilemmas: What would you do?. (n.d.). CIMA Global. Retrieved April 26, 2014, from
http://www.cimaglobal.com/Documents/Professional ethics docs/dilemmas FINAL.pdf

Ethical Decision Framework. (n.d.). . Retrieved April 28, 2014, from

Ethical Decision Making Training. (n.d.). Ethical Decision Making Training. Retrieved April 26,
2014, from http://www.satellcenter.com/LL/3HX/ethical_decision_making_training

Ferrell, O. C., & Fraedrich, J. (2013). Business ethics: ethical decision making & cases. (10th ed.).

Steps in Ethical Decision Making . (n.d.). . Retrieved April 28, 2014, from

Temin, D. (2013, December 30). Target's Worst PR Nightmare: 7 Lessons From Target's
Well-Meant But Flawed Crisis Response. Forbes. Retrieved April 27, 2014, from

Saltzman, S. (Director) (2014, February 3). Business Ethics. Lecture conducted from , Stony
Northouse, P. G. (2004). Leadership: theory and practice (3rd ed.). Thousand Oaks, Calif.: Sage.

Freeman, R. E. (Director) (2006, January 1). Developing Ethical Leadership. Lecture conducted from http://www.corporate-ethics.org/pdf/ethical_leadership.pdf

Ch. 10- Conflict Management. (n.d.). COMM2330 -. Retrieved April 29, 2014, from http://comm2330.wikispaces.com/Ch.+10-+Conflict+Management
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