Decision making under pressure - Notes
9 important questions on Decision making under pressure - Notes
Which typology crises are there?
public perception
sudden market shifts
product failure
top menagement succession
cash crisis
industrial relations
hostile takeover
adverse international events
regulation/ deregulation
according to coombs (1999)
natural disasters
malevolence (kwaadaardig slechte bedoelingen)
megadamage (India leaking pesticide, Alaska captain drunk and a sleep. 30 milion gallons of oil leaked into the ocean, milions of birds died, Tsjernobyl 1988)
challenges
techinical breakdowns (new york no electricity)
human breakdowns
worplace violence
organizational misdeeds
rumors
according to mitroff & Anagos (2001)
economic
informational
physical
human resource
reputation
psychopatic acts
natural disasters
What can you tell about phase 1 pre- crisis.
Not able to put signals into perspective
Not able to communicate about signals
What can you tell about risk perception?
positive illusions; overestemate our decisions. overconfidence, ilusion of control.
sampling: we based our conclusions on to narrow information.
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What can you tell about bystander effect?
research say: the more people present the less likely they intervene.
noticing: When there are more people the less likely they notice the smoke
interpretation (social proof = look around what others do) group think = everybody is wondering but we are not aware of that. (pluaristic ignorance)
difussion of responsibility: better of someone else do it, I'm not secure if i/m the right person.
What can you tell about phase 2 crisis?
stress affects ability to make decisions in crisis situation: (stress narrow our focus)
premature closure; focus on limited information rather than all information
non-systematic scanning; rather than evaluate all information step by step.
temporal narrowing; you do not take enough time to process the information.
stress may also negatively affect team focus.
What are two different theories about emotional reactions during crisis?
increased receptivity thesis: people become more open to information in a crisis situation. they are more willing to listen.
What can you tell about phase 3 post crisis?
What can you tell about crisis and communication?
but suchs approach has its risks:
effect of information that has been presented first
lawsuits and damage claims,
taking responsibility is often difficult. self serving bias.
What are the effects of crisis communication?
- denial most negative in all situations
- when reaction matches with situation: more positive evaluation
- concession leads to more positive evaluation, regardless of crisis type
- more compassion results in more positive evaluation
- better reputation more strictly evaluated in terms of communciation strategy.
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