14 October 2008
When the phone rings, it is a person who takes the call, a person who takes the next step and people who respond and manage an incident. Working under pressure in the crisis arena presents a very different set of challenges to that of the normal work environment. Arguments for crisis preparation are manifold: staff deserve to be prepared, and experience shows that rehearsed teams always outperform those that have not. The groundwork is also more likely to lead to a successful outcome for the affected organisation - whether it is a question of keeping clients happy, saving brand reputation or simply maintaining continuity.
I have watched many crisis teams, continuity teams and even simply groups of people pulled together at a moments notice respond to various incidents and simulated scenarios. The lessons repeat themselves again and again. Those fortunate enough to have been trained and rehearsed in their incident management role over several years of a crisis management or business continuity management programme respond with increasing coherence, competence and confidence. However, many are not in this position.
