課程名稱 |
危機處理 Crisis Management |
開課學期 |
111-2 |
授課對象 |
管理學院 管理學院企業管理碩士專班(GMBA) |
授課教師 |
堯里昂 |
課號 |
GMBA7132 |
課程識別碼 |
749EM1510 |
班次 |
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學分 |
3.0 |
全/半年 |
半年 |
必/選修 |
選修 |
上課時間 |
星期三7,8,9(14:20~17:20) |
上課地點 |
管一405 |
備註 |
本課程以英語授課。 限GMBA班學位生 或 限管理學院交換生與訪問生 總人數上限:50人 |
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課程簡介影片 |
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核心能力關聯 |
核心能力與課程規劃關聯圖 |
課程大綱
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課程概述 |
Globalization and the advent of the Internet have brought with it many economic advantages. However, it has also linked global economies and supply chains leaving and has left companies more exposed to an array of rapid, often unpredictable, national policy changes, international political incidents, natural disasters, attacks, and global pandemics that require quick, effective crisis responses.
Crisis management is concerned with preparing effective leaders and crisis management teams to have: a) the pre-crisis skills to identify approaching crises and an understanding of the factors, including political and policy, that affect its formation; b) effective crisis response skills, including effective and decisive communication skills that engage all stakeholders ethically and effectively; c) post-crisis skills needed to help companies not only recover their reputation but also to learn from the experience so that lasting responses and adaptations may be developed that help avoid recurrence.
This course emphasizes practical, real-life applications that draw on HBS and other recent cases as well as the advice of experts to explore a variety of crisis responses. |
課程目標 |
Upon completing this course, students will be able to:
1.Determine the indicators of a crisis
2.Identify the typical stages through which the crisis progresses
3.Perform vulnerability assessments
4.Develop a crisis preparedness plan
5.Understand the various related ethical considerations and attitudinal factors
6.Understand how crises are shaped by national and international political institutions
7.How to assemble and manage a crisis management team
8.Write a crisis communications plan with a set of strategic messages for affected stakeholder and a post-crisis plan to aid in corrective actions and learning for future adaptions and prevention |
課程要求 |
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預期每週課後學習時數 |
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Office Hours |
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指定閱讀 |
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參考書目 |
Learning Materials
HBS Cases
1. Huei-Mei Liang, Ting Yu, Chung-Cheng Tu (2017). Uni-President: Crisis Management
Strategy. https://hbsp.harvard.edu/product/W17745-PDF-ENG?Ntt=Uni-
President+Crisis+Management+Strategy+&itemFindingMethod=Search
2. Urs Mueller, Shirish Pandit (2014). Vodafone in Egypt- National Crises and their
Implications for Multinational Corporations. https://hbsp.harvard.edu/product/ES1441-
PDF-ENG?Ntt=Vodafone+in+Egypt-
+National+Crises+and+their+Implications+for+Multinational+Corporations+&itemFinding
Method=Search
3. Augustine Pang, Lakshmi Appasamy (2018). SMRT- Internal Crisis Leadership.
https://hbsp.harvard.edu/product/SMU487-PDF-ENG?Ntt=SMRT-
+Internal+Crisis+Leadership%5C&itemFindingMethod=Search
4. Chengli Shu, Shaoting Zheng (2018). Haidilao Catering- From a Hot Pot to Crisis
Management. https://hbsp.harvard.edu/product/W18801-PDFENG?
Ntt=HBS%3A+Haidilao+Catering-
+From+a+Hot+Pot+to+Crisis+Management&itemFindingMethod=Search
Supplementary References (In order of sessions)
1. Congleton, R. D. (2005). Toward a political economy of crisis management: rational choice,
ignorance, and haste in political decision making. Dynamics of Intervention, Advances in
Austrian Economics, 8(1), 83-204.
2. Congleton, R. D. (2009). On the political economy of the financial crisis and bailout of
2008–2009. Public Choice, 140(3-4), 287-317.
3. Harvard Business Essentials: Crisis Management: Master the Skills to Prevent Disasters
(2004), Harvard Business Review. https://hbsp.harvard.edu/product/4376-PBKENG?Ntt=crisis+management%3A+Master+the+skills+to+prevent+disasters&itemFindingM
ethod=Search
1. Managing Disasters-Taking Stock of Potential Perils.
2. Managing Disasters- Avoiding the avoidable
3. Managing Disasters-Contingency planning
4. Managing Disasters-Containment
5. Managing Disasters-Crisis Resolution
6. Managing Disasters-Mastering the Media
7. Managing Disasters-Learning from experience
4. "They Burned the House Down", https://hbsp.harvard.edu/product/R1507J-PDFENG?
itemFindingMethod=Bundle+Page
5. Melissa R. Bowers, J. Reggie Hall, Mandyam M. Srinivasan (2017). Organizational Culture
and Leadership Style- The Missing Combination for Selecting the Right Leader for Effective
Crisis Management. https://hbsp.harvard.edu/product/BH832-PDFENG?
Ntt=Organizational+Culture+and+Leadership+Style-
+The+Missing+Combination+for+Selecting+the+Right+Leader+for+Effective+Crisis+Manag
ement+&itemFindingMethod=Search
6. Eric J. McNulty, Leonard Marcus (2020). Are You Leading Through the Crisis ... or Managing
the Response? https://hbsp.harvard.edu/product/H05I1V-PDFENG?
Ntt=Are+You+Leading+Through+the+Crisis+or+Managing+the+Response+&itemFindi
ngMethod=Search
7. Mark S Schwartz, Wesley Cragg, Michael W Hoffman (2012). An Ethical Approach to Crisis
Management. https://hbsp.harvard.edu/product/IIR087-PDFENG?
Ntt=An+Ethical+Approach+to+Crisis+Management&itemFindingMethod=Search
8. Joseph B. Fuller, John Masko (2019). Theranos: The Unicorn that Wasn't.
https://hbsp.harvard.edu/product/319068-PDF-ENG?Ntt=theranos&itemFinding
Method=Search
9. Communicating in Organizations in the Digital Age; June West, ZakharIvanisov
https://hbsp.harvard.edu/product/UV6408-PDF-ENG?itemFindingMethod=Collections
10. Daniel A. Gruber, Ryan E. Smerek, Melissa Thomas-Hunt, Erika H. James (2015). The Realtime
Power of Twitter- Crisis Management and Leadership in an Age of Social Media.
https://hbsp.harvard.edu/product/BH658-PDF-ENG?Ntt=The+Real-time+Power+
of+Twitter-+Crisis+Management+and+Leadership+in+an+Age+of+Social+Media&item
FindingMethod=Search
11. Rasmus Hougaard, Jacqueline Carter, Moses Mohan (2020). Build Your Resilience in the
Face of a Crisis. https://hbsp.harvard.edu/product/H05HLJ-PDFENG?
Ntt=Building+Resilience+in+the+Face+crisis&itemFindingMethod=Search |
評量方式 (僅供參考) |
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週次 |
日期 |
單元主題 |
Week 1 |
Feb 22 |
The Introduction to Course Syllabus
Recommended Readings: Toward a political economy of crisis management
- Course Overview
- The crisis management landscape
- Identifying Crises from the news and environmental resources |
Week 2 |
Mar 1 |
Sources of Change & Crises
Recommended Readings: On the political economy of the fiscal crisis and bailout of 2008–2009
- Political Sources of Crises
- Non-Political Sources of Crises
- Policy, Institutions, and Institutional Change
- Unexpected Sources of Crises
Case: AMAZON and The Global Disruptions of Covid-19 |
Week 3 |
Mar 8 |
Strategic Planning and Assessing Crisis Vulnerability
Recommended Readings: Managing Disasters-Taking Stock of Potential Perils
- Characteristics of an Effective Crisis Management Team
- Forming the Crisis Management Team
- Formulating a Crisis Management Plan
- Evaluating and auditing crisis risks
Case: Kleen Energy |
Week 4 |
Mar 15 |
Crisis Identification
Recommended Readings: Managing Disasters-Crisis Recognition
- Strategic Management
- Seven indications that crises are taking shape
- Why warning signs are often unheeded
- Practical tips for crisis recognition |
Week 5 |
Mar 22 |
Workshop (Alan Mclvor) |
Week 6 |
Mar 29 |
Contingency and Containment Planning
Recommended Readings: Managing Disasters-Contingency planning; They Burned the House Down
- Addressing crises that cannot be anticipated through crisis management teams
- The five steps to contingency planning
- Using simulations to train crisis teams
- Cyber Insurance Ethical Debate
Case: The Sony and Fireye Hacks, The Deepwater Horizon Oil Spill |
Week 7 |
Apr 5 |
Holiday—Tomb Sweeping Festival
Assignment 1 – Group Research Due |
Week 8 |
Apr 12 |
Organizational Strategy and Crisis (Guest Speaker: Prof G. Loewy, Tentative Topic: VUCA as a Management Strategy)
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Week 9 |
Apr 19 |
Midterm Presentation |
Week 10 |
Apr 26 |
Crisis Leadership: Taking Decisive Action
Recommended Readings: Managing Disasters-Crisis Resolution
- The importance of moving quickly and decisively
- The role of communications
- How project management techniques can help in crisis resolution |
Week 11 |
May 3 |
Crisis Leadership: Leading Under Pressure (Guest Speaker: Ms. Amy Wang, Tentative Topic: Leading Under Pressure) |
Week 12 |
May 10 |
Crisis Leadership: Why Strong Leadership Matters
Recommended Readings: Organizational Culture and Leadership Style
- Failure of Conventional Training, Organisations & Responses
- The personalities of organisations
Case: HBS: SMRT- Internal Crisis Leadership
Assignment 2 – Individual Case Writeup Due |
Week 13 |
May 17 |
Crisis Communication: Ethics and Managing Credibility
Recommended Readings: An Ethical Approach to Crisis Management
- The underlying role of Ethics in Crisis Management
- Seven Dimensions of Crisis Communication Management
- Dealing with print and electronic media
- Using audience segmentation to create a systematic communication strategy
Case: Dieselgate: The Volkswagen Crisis |
Week 14 |
May 24 |
Crisis Communication: Managing the Media
Recommended Readings: The Real-time Power of Twitter- Crisis Management and Leadership in an Age of Social Media
- Spreading Crisis at the speed of Twitter
- Using Social Media Strategically
Case: Dieselgate: The Volkswagen Crisis |
Week 15 |
May 31 |
Organisational Learning
Recommended Readings: Managing Disasters-Learning from experience (Ch8)
- Declaring the end of the crisis
- Building a document log and learning from crises
- Implementing a Learning Organisational Culture
Case: Lessons from Theranos and FTX
Assignment 3 – Individual Case Writeup Due |
Week 16 |
Jun 7 |
Emerging Trends in Crisis Management (Jun 1, 2023)
Recommended Readings: Build Your Resilience in the Face of a Crisis
- Chaos Theory: An Alternative Paradigm
- Alternative Strategies for Dealing with a Crisis
Case: Weaponizing Crisis: Epic vs Apple
Final Group Assignment: Please record it. |
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