Have you ever hit anything on the interstate? Of course you have! Until last week, running over something in the highway was always one of those moments where you pray that it’s nothing awful and you hope that whatever it is won’t cause a major accident.
Last week, I got to know what it’s like to hit something that isn’t “nothing awful”. While traveling at 65MPH, I hit a gas can the size of a propane tank. To make a long story short, it flew out from under a concrete mixer along with some other debris that caught my eye. The gas can flew into the air and slammed back down into the world and I had two choices: hit it or swerve into traffic.
Boom! The tank lodges under my SUV and I have no choice but to stop in the middle of the interstate or risk a spark that could, considering the fact that it’s a gas can, cause a giant explosion. So there I am at rush hour, hazard lights blinking, on the phone with the emergency operators, telling them I can smell gas and staring into my rearview mirror as cars and 18-wheelers go whizzing around me at 70 MPH. I’m waiting on the police to respond when a man pulls up and stops in front of me, aiding in getting the can free and sending me on my way.
Now that I’ve had some time to breathe, cry, and think about my response, I realized a couple of very key points of crisis management.
Know How to Respond
Large businesses have a coding system to let employees know of an issue and have pre-planned responses. For example, a “code blue” in a hospital situation refers to a patient that needs immediate medical attention. Knowing how to respond to a crisis is vital to ensure that staff members know proper protocol to project the livelihood of themselves and the people around them. After coming to a stop on the highway, my brain just went into action – I put on my hazards, kept my seat belt on, called 911, knew where I was so that I could get help, and knowing what to do helped keep me calm.
Understand Some Things Are Out of Your Control
When it comes to managing a business in times of crises, there is only so much that you can do. There are some things that you won’t be able to prevent – media leaks, rumors, speculation, and those kinds of things. Combat these types of occurrences by limiting the number of people that know the true ins and outs of what is going on, at least until you can fully assess the situation.
Don’t Make Things a Bigger Crisis
When you sit down to lay out the response plan don’t make any knee-jerk reactions. These kinds of reactions can make things worse when they don’t need to be. The last thing you want to do in the middle of crisis situation is create a larger problem by responding in an inappropriate manner. Make sure the response plan is distributed to the people who know what to do with it. There may be a crisis where you have to choose between unattractive options and you don’t want that decision to make it worse. Sitting in my car and waiting for the police wasn’t a perfect solution, but it was better than trying to play Frogger across the interstate.
Nothing will prepare you for when a crisis actually comes up and I now believe it’s a little bit of planning and a lot of instinct. But it’s that plan that will have you ready to trust your instincts. What’s your crisis management plan? Do you have one?