engleski

Importance of managing communication process in crisis situations

The crisis is every internal and external event which interferes with the normal operations of the organization, and, if it is inadequately managed, very easily destroys the hard-earned reputation and business of the organization. Crisis situations are an integral part of the environment in which the organization operates. Communication in crisis is one of the most important items for any organization, company and institution. Upon the occurrence of crisis situation, stakeholders who are affected by it have a strong need for timely information. Business partners, employees, suppliers, customers and others are interested how crisis occurred, how company will deal with it and in which direction will business go when crisis situation finishes. Crisis communication is of great importance for every company, as well as the preparation for crisis situations, their management and crisis planning. This paper defines meaning of managing communication process in crisis situations and analyzes the concept of communication. Emphasis is placed on the analysis of the communication plan before, during and after a crisis situation, there are located areas on which should be concentrated while learning from crisis. The authors used the following scientific methods of research: methods of analysis, comparison, induction, deduction, description and classification, as well as the specific methods used for the analysis and ranking of certain parameters.

management ; communication processes ; communication plan ; crisis situations

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