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LSPR OMNI Pong Kok Shiok PR Issues and Crisis Handling — Transcript

by Davina Marsya Azaria · 5,293 words · 736 segments · language en · Watch on YouTube

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0:00[Music]
0:12today I'm going to to to discuss I'm
0:15going to discuss the topic number nine
0:18which is PR and also crisis management
0:20one management okay so we know that uh
0:23the crisis management process involve
0:26pre crisis during crisis and also post
0:29crisis
0:30right students
0:33so do you think okay or can someone let
0:37me know what is the role of PR in crisis
0:42management generally the role of public
0:44relations during a pre crisis the first
0:47thing will be they are offering they are
0:50offering uh advice they are offering uh
0:53guidance you know and of course as the
0:55students said just now they are uh uh
0:58preparing the reactive strategy right to
1:01prevent uh the crisis you know to
1:04prevent the
1:05crisis and during the crisis what they
1:08are doing they are doing uh uh handling
1:11press you know they are dealing with
1:14media they are preparing a press
1:16releases they are preparing uh uh key
1:20key messages you know right why because
1:23try and also to maintain the image the
1:27reputation of the organization
1:30right and post crisis what you have to
1:32do you have to update follow up right
1:36and also you have to provide the ongoing
1:39support for instant what you have to do
1:43regain uh uh a confidence from the
1:47stakeholders uh whether it's a customer
1:50whether it is a employee right or
1:53whether it is
1:54a uh stakehold shareholder especially
1:59right our investor so our role you know
2:03from pre crisis until post crisis is
2:06very important right is very important
2:09and the the main thing here right the
2:12overall the main thing here will be
2:13trying to remain the reputation try to
2:17take care of the organization reputation
2:20okay try to lessen the harms to the
2:23reputation yeah right how he categorized
2:27from pre crisis signal detection
2:29prevention and then crisis preparation
2:32for crisis event you categorize into two
2:35crisis recognition crisis containment
2:38and for post crisis we have to evaluate
2:41we uh learn and then continue monitoring
2:45right so uh for this week we will cover
2:48pre- crisis and the coming weeks for
2:50crisis management to we will be looking
2:52at crisis event and also post crisis
2:55right so under this uh pre crisis right
2:59we have to to uh look at the signal
3:02detection we have to monitor right and
3:05then come from prevention what can we do
3:09we have to when we monitor what do we
3:11monitor how do we detect we look at the
3:14issue management like what you guys are
3:17are doing now for assignment yeah right
3:19so we look at uh how an issue right can
3:23be prevent to become a crisis or turn
3:25into crisis okay and then uh for risk
3:28management
3:30let's say when a company want to invest
3:33you know or they want to uh uh buy uh a
3:37company so the financial department
3:40right they will try they will calculate
3:43the risk will it be risky if we invest
3:46in some uh uh uh stock you know right if
3:49you buy in some stock will will the risk
3:52uh a higher or we we will have high
3:55return for instance because risk
3:57management right is very important in
4:00order to prevent us from uh financial
4:04crisis right as for uh reputation
4:07management is our job is more to
4:09monitoring the public opinion uh public
4:12survey you know how people actually form
4:16the reputation or how people perceive us
4:19right uh uh whether do they have a
4:23positive uh uh word of mouth or whether
4:26they are negative word of mouth so we
4:28have to take care otherwise if everyone
4:32is talking bad about us then they might
4:35boycott our our product our company then
4:39we will uh face reputation crisis from
4:43there okay and then for uh crisis event
4:46crisis recognition
4:48right uh uh that will
4:51be uh we access yeah we will we will
4:56access um we including understanding in
5:00we access and then we understand the
5:02event how people labor or whether we
5:05recognize how do we identify whether it
5:08is a crisis as for uh crisis containment
5:11is uh focused on the uh organization
5:15respond right organization respond as
5:18for post crisis we have we try to make
5:20the organization better prepared for the
5:23next Crisis because we will know whether
5:25this crisis you know the current crisis
5:27will lead to another crisis you see
5:31right and then uh during the post crisis
5:34we have to learn from the current
5:35mistake or is there any new warning sign
5:38then we have to include in our crisis
5:40management plan and we have to continue
5:43uh monitor right we have to continue
5:45monitor so uh now let's look at Crisis
5:49Prevention uh uh pre crisis yeah pre-
5:52crisis uh so Crisis Prevention is a
5:55proactive crisis management just now the
5:58students mentioned about reactive yeah
6:00reactive uh strategies so The Crisis
6:04Prevention here is try to avoid any
6:07crisis when we are able to detect right
6:11when we are able to detect just now you
6:12see here right signal detection uh we if
6:15we are able to detect there are some
6:17minor mistake there we are able to
6:19detect um the possible POS the the
6:23possibility of having a crisis then we
6:25have to quickly you know uh uh correct
6:29it
6:29see whether can we correct we have to
6:31correct as much as possible so that we
6:34can prevent the the crisis to be happen
6:38okay right so the signal detection here
6:41we try to look for a warning sign right
6:44see can we detect any warning
6:47sign and under this warning sign how do
6:50we do the first thing we identify the
6:53sources to scan right uh we we know our
6:57normal role for populations every
6:59morning we come to the office right uh
7:02we check our email after check our email
7:05what did we do we will go
7:08through we will monitor or we will go
7:10through Medias am I right so that media
7:14monitoring is for us to scan you know
7:17for us to scan for us to to check
7:20whether is there any negative news on
7:23about us any negative news about us so
7:26from there we can quickly let's say
7:28today letter to the editors they are
7:31complaining our service for instance
7:34right that is traditional media how
7:36about social media right you can use any
7:39any software you know PR agency they
7:42will use any software to uh monitor the
7:45brand right they'll monitor theand or
7:48you can check the uh sentiments you know
7:51public sentiments toward our
7:52organization perhaps they will post some
7:55negative word of mouth they will post
7:57something negative news about our
7:59company so for those who are having
8:03different media different social media
8:06you have to taking need to take care of
8:09how public perceivers that is on
8:11reputation management it can be fall
8:13under issue management you know right so
8:16we have to identify the sources to scan
8:19and then from there we try to collect
8:21information right we collect information
8:24and uh uh once we know that okay let's
8:27say this is the complaint right so we
8:29have to know from where and then from
8:31there we analyze you know and then if
8:34that is our mistake you know or there is
8:36Mis uh understanding right if there's
8:39misunderstanding try to contact for
8:42those who
8:43complain okay try to Conta for those who
8:46complain right so uh for instance
8:50previously when I look at uh social
8:53media page yeah I'm looking at social
8:55media page
8:57previously uh
8:59uh people is asking about a but the
9:02company they are never answer let's say
9:04they asking about the bill you know why
9:07is it so high right why the bill is the
9:10bill let's say TCO companies why the
9:12bill is high so but the company never
9:15answer why the bill is high but they are
9:18asking they are answering uh uh B you
9:21know when I ask a you answer B so the
9:25the public is not happy right the public
9:28is not happy and then they are they are
9:30saying you know or and the person that
9:33post also reply and then other people
9:36who are actually watching or look at the
9:40the post they also say the the the the
9:43customer is not asking you about B they
9:46are asking you about a why you didn't
9:48answer directly you see so you have to
9:52get back to them if there is
9:54miscommunication we have to take pre uh
9:57correction corrective action right we
9:59have to take correct action so that we
10:02can prevent it to become crisis right
10:05and then we try to evalate right uh is
10:08our corrective action properly done if
10:12uh they are still not happy why so you
10:14have to quickly call them up you have to
10:17quickly meet them face to face if it is
10:20actually a a a small number if it's a
10:24huge number right so it depends on what
10:27are the channel what will be the POS
10:29channel for you to uh communicate with
10:33them right to communicate with
10:35them so uh when uh come to uh this
10:38inative we have to maybe we have to take
10:41like uh new safety uh procedures or any
10:45new uh standard operating procedure for
10:48instance if they disatisfied about our
10:50service you know post service is very
10:52important or they are not satisfied with
10:55uh the answer that is given to them
10:58right yes you you do answer but they are
11:00still not satisfied with your answer so
11:02that is the most uh uh uh difficult
11:06thing for us you know quite challenging
11:08yes you say Okay I I as a PR uh PR
11:12practitioner right or corporate com
11:14executive yeah I have already replied
11:16you why are you still not satisfied
11:17right so we have to taking care of the
11:20emotion we have to take care of uh uh um
11:24their emotions and why they are still
11:26not satisfied with our our respond right
11:30and is it because how we reply them is
11:33not what they want for instant right
11:36okay so that will be on precrisis so now
11:40let's look at uh this right this is the
11:43terrorist uh terrorist attack right and
11:47on the right hand side this is a a fire
11:50yeah Factory Fire for instance right so
11:54what will be the warning signs or what
11:56are the warning signs for the following
11:58scenario
12:00so are you able to when you monitor
12:03right let's say when you monitor uh when
12:05you start with the monitoring right just
12:07now scanning the environment am I right
12:10when you see here identify the sources
12:12to scan right when you try to collect or
12:14when you try to detect the signal right
12:17for correction so under under this uh
12:22let's say now it's terrorist right that
12:24happened already but before it's
12:27happened for instance will there be any
12:29warning sign for terrorist
12:31attack is that a terrorist action mhm uh
12:37if if that is a terrorist action maybe
12:39the warning sign is uh there was a
12:43threatening letter sent to the company
12:47of the train okay that can be and what
12:51the student mentioned just now about uh
12:53threatening letter to the company that
12:55is possible that is possible warning
12:57sign right and uh uh uh the other
13:01warning signs it will be it it will be
13:05what uh look at how this is what usually
13:08police did look at how people dress up
13:10you know their facial expression
13:12sometimes uh let's say when you go to in
13:16uh when you go to uh take lrts you know
13:18or mrts right or uh Mt or LT or trains
13:22right here so it depends on how do we
13:25detect some person let's say the
13:27terrorist facial expression you know
13:29sometime if we can detect right but
13:32there is possible that we are not able
13:34to detect that is the worst thing when
13:37we are not able to identify warning sign
13:39okay as for fire right as for fire what
13:43will be the possible warning sign okay
13:46as I mentioned to the students perhaps
13:48now you are not following the the the
13:52SOP you know the standard operating
13:54procedure for instance the real case
13:58study here it is not about fire yeah but
14:00the real C study here my cousin my
14:03cousin sister right is who is working in
14:07ties company you know right and then the
14:10staff is not following the the rules as
14:14in you are not allowed to smoke at the
14:17factory compound but unfortunately this
14:21employee uh didn't didn't follow the SOP
14:24or didn't follow the rules and
14:26eventually being fired so this is how
14:28detect you know so we have to take the
14:31prevention so if we didn't fire this
14:34person or this employee right so in the
14:37future or maybe there is possibility of
14:41facing fire right in the factory okay so
14:45the the the the warning signs here if
14:48someone is not following the SOP right
14:52okay and how about this this is the
14:55natural disaster sometime it's very
14:57difficult for us to to to prevent you
15:00know to prevent but it's still possible
15:03for us to take preventive action as in
15:06when it's flood okay before flood happen
15:09right so rain heavily okay downpour
15:13right it rain heavily so if rain for
15:15like say one one weeks you know two
15:17weeks that will be the warning sign for
15:20us already right to take any preventive
15:23action because it keep raining for 5
15:25hours you know continuously 5 hours 6
15:28hours so we have to uh uh activate you
15:31know our crisis management teams you
15:34know right okay so that will be the
15:37possible warning sign for the following
15:39scenarios yeah right so when come to a
15:42crisis preparation the first thing is
15:44diagnosing the vulnerability
15:47vulnerability so which is the uh the
15:50possibility of uh being attack you know
15:54so when it come to terrorist how how
15:57possible right that uh the terrorist or
15:59someone will attack our the country or
16:03attack us the company right and then
16:06when uh crisis preparation right when we
16:10gather we have gathered the ident we
16:12have identified the warning signs
16:14already so what will be the possible
16:16crisis type so we have learned about
16:19different crisis types and I right it
16:21can be intentional non-intentional
16:23disaster for instance right or human
16:26errors so under this uh crisis type it
16:29can be a human error or technical error
16:32okay so we from a crisis preparation we
16:35need to access right the type of Crisis
16:39and uh during preparation as well we
16:42have to select and train our crisis
16:44management you remember just now we did
16:47mention about Pro I did mention about
16:49providing guidance you know and advice
16:52so from here you as a PR practitioner
16:56right you as a crisis communication man
16:58manager under the crisis communication
17:00teams you have to select who will be the
17:03spok person for instant right under here
17:06yeah right the third one sorry the
17:08fourth one uh spoke person and then of
17:11course you have to to involve you know
17:14you have to suggest right uh who should
17:17be in the crisis management teams right
17:20who will be uh crisis in the crisis
17:21management team that's important uh
17:24crisis management team it should be
17:26comprised of who for instance lawyer
17:29must be there for instance CEO the
17:31highest decision maker must be there in
17:34case it involve money who will approv in
17:37case it involve a major uh uh decision
17:42making at least the CEO must be there
17:45you know right and then spoke persons
17:47you have to train spoke person because
17:49sometimes the spok person usually CEO be
17:52a spok person so they are shy you know
17:55they are anxiety you know towards the
17:57media they don't know how to hand the
17:58media because uh uh some coo they are
18:02not comfortable with media you know so
18:05you have to select and then you have to
18:08train them you know uh give them the
18:10possible question from the uh uh media
18:14you know right and then the answer the
18:16standard answer uh for the spok person
18:20right and then of course during
18:22preparation we of course we need to have
18:25the crisis management plan and we need
18:27to review the crisis uh uh Communication
18:31System right how do we communicate the
18:33channels of us to to communicate right
18:36so this number five and number six
18:38preparation yeah uh it will be covered
18:41in your topic number 12 uh uh crisis
18:45manage PR plan play
18:48plan so the role right uh we have
18:52discuss the role from pre and then
18:54during and then post yeah so another uh
18:58Source yeah right uh the role of
19:00population during crisis management so
19:03what is our role here we will try to uh
19:07advise on the Strategic approach to take
19:10right we have to identify the key
19:12audiences to be communicate with so who
19:15should we communicate right before let's
19:19say pre crisis we have to communicate
19:22with our CEO we have to communicate with
19:24our employee right with our employee and
19:28then if during crisis we have to
19:30communicate with our our victims you
19:34know our victims family right and then
19:37of course uh we have to handle we have
19:39to handle media who should handle
19:41internal media who should handle
19:43external external public and also
19:46internal public and then when come
19:48handle the communication to internal to
19:51employee and also to the media
19:53especially and of course not to forget
19:55our investor right and uh uh PR also you
19:59have to draft you know uh the supporting
20:02material for inser the media statement
20:05right Q&A as I mentioned just now when
20:08you train a spokesperson right so what
20:10will be the question possible question
20:12and what will be the standard answer uh
20:14to the media right and also I prepare
20:17our fact sheet you know uh of our
20:20company and you have to handle press and
20:22media that's why we have a media center
20:25so under at the media center you are the
20:27main person you manager or you are
20:30crisis communication manager uh you will
20:33be handling that right how because at
20:36this uh during crisis you know um media
20:41will be focusing on it the spotlight
20:43will be on us yeah right so ongoing
20:46communication with key group so our we
20:48have to keep updating so your friend
20:50mentioned this now um post crisis you
20:54have to keep updating right what have
20:56you done you know so on and so forth
20:58right so uh uh post crisis ongoing
21:02communication with the victims you know
21:04we have to follow up with them right so
21:06that is our role and of course uh just
21:09now did mention post crisis evaluating
21:12how do we regain uh confidence you know
21:15from our our stakeholders right from our
21:18stakeholders so our our role here the
21:21role of Publications here it is very
21:24important for us yeah it's very
21:26important for us to the important of
21:28planning right so planning is important
21:31for us yeah this is second part uh we
21:34have done the role of a populations and
21:36then now um the importance of planning
21:40right so planning is important for for
21:43us as well let's say you have to select
21:45you know uh who will be your spok person
21:48you have to plan what type of
21:51information that you want you have to
21:53deliver to your stakeholders right to
21:56different type of stakeholders are the
21:58are the messages are all the same or
22:01that can be different you know what will
22:03be the main uh messages you know what
22:06would be the main uh key message that
22:09you can convey across the stakeholder
22:12right so you have to plan all that from
22:15precrisis right
22:18selecting um selecting a crisis
22:21management thems you need to plan okay
22:23and when when come to a uh training SP
22:28person you have to plan right so why
22:32import why uh uh you need to plan why
22:35you need to plan here look at it the
22:38first thing is we try to enhance the
22:40management right we have to enhance the
22:43the management what does it mean by
22:45enhan management
22:49here what does it mean by enhanced
22:51management
22:55here okay enhancing the management
22:58here enhancing the the management here
23:01it depends on how do we distribute the
23:04task right how do we distribute the task
23:08so that it will help us it will let us
23:11know okay who should do what okay what
23:14is their role let's say just now we talk
23:16about the role of public relations am I
23:18right how about the role of HR and human
23:21research uh Department how about
23:24financial department you know how about
23:27uh the manager role right okay so we
23:31have to to have a proper plan okay HR
23:34manage HR department this is what you
23:36should do and then financial department
23:39this is what you should do so that when
23:40we plan right different people play
23:43different role when we have a good
23:45planning right okay what a should do
23:48what B should do c should do so it will
23:51enhance uh the management you know the
23:54crisis management yeah the crisis
23:56management process so the second second
23:58one why we need to plan it will be it
24:01will help us uh make a quick decision
24:05making right because when it come to a a
24:08crisis you know if we didn't plan so it
24:12will delay our uh process you know in
24:15dealing with the stakeholder so decision
24:18making the planning here right it will
24:21help us to make a quick decision making
24:24it will help us to make uh a good decis
24:27Deion right a good decision making so uh
24:31that will be the important of planning
24:34right and then the thirdly uh we try why
24:37you need to plan because we try to
24:39involve a Stak uh holder right we try to
24:42involve stakeholder for instance today
24:44if you are not planning to have you know
24:47you're not planning to to cope a crisis
24:50therefore you won't have a crisis uh
24:53management them am right you won't have
24:55crisis management them so your CEO or
24:59other departments or legal departments
25:01they will know what they have to do if
25:04Crisis happen right so when you involve
25:08the the you you plan earlier right where
25:11you have crisis management plan right
25:14you have crisis management plan you
25:15involve different stakeholders right you
25:18involve a CEO you involve your employee
25:21so at least they will know what they are
25:23supposed to do right so uh this is
25:27important yeah right uh we we have to in
25:30uh involve our state so that they know
25:33what is our next step okay after a b and
25:37Then followed by C right how the flow
25:40the flow of us handling the crisis yeah
25:43or manage the crisis and I come to to
25:46last it will help us to uh uh evaluate
25:49the performance because uh during crisis
25:52management we need to have different
25:54resources am I right uh uh for instance
25:58you need to have human resource and of
26:00course financial support as well so we
26:02have to evaluate uh when we
26:06plan uh
26:08uh if we have a good plans if we have a
26:12good PL to face the crisis or to to
26:16tackle the crisis to tackle the crisis
26:19it will help us to evalate our
26:21performance whether do we have
26:26uh uh proper planning or not whether do
26:29we use a good uh spoke person or not
26:33whether do we uh is our messages is our
26:36messages uh appropriate is our
26:40messages um sufficient you know to the
26:44different type of publics right to the
26:46public okay or different type public
26:48here investor employees right and also
26:50victims so that is why planning is
26:53important because it will enhance
26:55management and uh uh make a qu quite and
26:59good decision making and then try to
27:01involve stakeholder so that they are
27:03also um involved in the in the
27:08prevention stage or dealing with the
27:10crisis management or management or faing
27:12the crisis and of course uh we have to
27:15evaluate our performance yeah right if
27:17you you you plan right okay so now
27:21thirdly uh it's about crisis sorry it's
27:24about uh communication strategies it's
27:26about communication strategies so we
27:30know that during crisis you know pre
27:32crisis we what is the communication
27:35strategies we have to use during crisis
27:38and also post crisis what we should use
27:40because we are communicate with the
27:42different stakeholder you see we are
27:44communicate with different stakeholder
27:46right so according to health we have to
27:49we have to know what is the objective of
27:53our communication right so pre crisis
27:57before Crisis happen what is our
27:59objective what is our communication
28:01objective we have
28:03to persuade yeah we have to persuade
28:08our our CEO our top management you know
28:13right to tell them developing a crisis
28:17plan crisis communication plan or to
28:19have a crisis management plan or thems
28:22right is very important so how do we
28:25communicate right the goal of communic
28:27objective yeah right and of course we
28:30have to know how to select yeah uh the
28:34targeted
28:35audience okay right and uh we have to
28:39select and also refine messages content
28:41and also is issue position right how do
28:44we frame the issue how do we uh
28:49uh uh how do we frame the issue how do
28:52we uh position you know the the issue
28:55right and then we have to
28:58select design we have to select or
29:00design the
29:02messages uh when we about about messages
29:06about issue position or about messages
29:08so how can we actually tell what should
29:11we tell what is the first thing that we
29:14have to tell what is the main thing that
29:16people want to know right pre crisis
29:19what is the main thing oh the crisis
29:21already happened you know right during
29:23the crisis so what what what uh what
29:25should we do what is the main thing that
29:28people want to know at the beginning
29:30right what is the main thing your action
29:33right what is your correct action yes
29:35now the crisis has already happened
29:37right so you cannot do prevention but
29:40you have to prepare for it or you have
29:41to face it right you have to deal with
29:43it so what will be the main message that
29:46the stakeholder want right the
29:48stakeholder want and also we have to
29:51select the we know that we have
29:54different type of channels am I right it
29:56can be Med Med it can be interpersonal
29:59it can be collaborative and now we do
30:02have the So-Cal social media right so
30:05how what will be the channels and what
30:07will be the platform that we are we are
30:11are planning you know to have right to
30:14to use so um if the crisis today happen
30:19uh from uh is from social media so of
30:22course we have to use the social media
30:25to tackle you know to convey the the
30:28message as well right so that is how do
30:31we communicate yeah how do we
30:33communicate and of course as what uh
30:36World Health Organization because we are
30:39now facing any outbreak we are facing
30:41commun uh coid 19 am I right so
30:44according to
30:45wh what should we communicate during
30:48outbreak the first thing we have to
30:50build
30:51trust okay we have to build trust we
30:54have to let people trust uh our decision
30:58right and we have to also disclose the
31:01the the the reasons you know behind uh
31:05the crisis why this Crisis happen we
31:07have to build trust uh internally right
31:10and also externally especially right and
31:13then uh we have to announce early once
31:17we have we don't hide you know we don't
31:20wait okay so once we have the
31:23information we have to announce it early
31:26right we have to tell the stakeholder
31:29right of course employee using me master
31:33right to disseminate your information
31:35and a press conference you know or press
31:37releases if it's very important it's
31:40involve uh a a human life then you have
31:43no choice press conference right
31:45announce it early right and then being
31:49transparent okay being
31:51transparent and then uh of course we
31:54have to respect public concern you know
31:56what do they concern if let's say they
31:58are concerned about compensation or they
32:00are concerned about the next step what
32:03they should do you have to tell them
32:05let's say last week we do discuss about
32:08um uh the airbags am I right airbags so
32:13now yes a is your your issues already am
32:16I right so that that is the problem that
32:19happen now right before turning into
32:21crisis before someone that you identify
32:24so what you want the public to do
32:27right one you want the public to do so
32:29in Malaysia here uh in order to reduce
32:33the the the public concerns right they
32:35tell them what you should do first right
32:38next so you make sure first uh you have
32:41to check when did you buy the the car
32:44because it's affected badge yeah badges
32:46yeah different badges so if your car is
32:49produced in this year like say 2017 to
32:5220 2019 this period so you are affected
32:56so this is the message you have to tell
32:57them because they are concern whether my
33:00car whether my car affected or not you
33:02see whether is my car affected if my car
33:05is not affect okay I'm fine right if yes
33:07I'm affected so what is the next thing
33:10right so what can they do next so you
33:12have to know what is their concern right
33:15what is their concern and and some
33:17people they were okay so uh is there any
33:20conversation some people is like hoping
33:22for uh uh you announce okay there's a a
33:26compensation for you
33:27right okay and also we have to plan in
33:32advance that's why just now we did
33:33mention planning is very important and
33:36right planning is very important so we
33:38have to plan what we want to to say
33:41right we have to plan who should be this
33:44uh spoke person okay we have to plan um
33:49uh uh in term of Finance Financial so
33:53what can how much can we allocate you
33:56know to soft the crisis so everything is
33:58about planning in advance right so of
34:01course when come to communication
34:03strategy is is more on uh uh the
34:08messages you know about messages you
34:11have to plan what type of message at the
34:13beginning you know and then uh further
34:16at the same time right uh retain you
34:19know our reputation right try to to
34:22lessen the har to the to the reputation
34:25you know so that people can
34:27have a good image on us okay they can
34:30have good image on us what be the
34:33possible warning sign in this uh case or
34:36in this crisis that is the first
34:38question and I we go to I mean the
34:41second question is what will you why is
34:43the organization you as a PR uh uh
34:47practitioner you as a crisis
34:48communication manager here so what will
34:51be advice so uh What uh or what is your
34:55communication strategy we learn about
34:57communication strategies just now right
35:00okay and how to prevent it from crisis
35:06students

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