Diagnosing The Triggering Events of a Crisis part of Doing It Right

Diagnosing The Triggering Events of a Crisis, continued

A Worksheet For Diagnosing Triggering Events Of A Crisis

Steps	Questions to Ask	Ideas For Remedy
Identify the event that triggered the crisis.	What occurred that lets us know something is wrong, or needs to be resolved? What occurred that shouldn’t have, or what should have occurred that didn’t? Are there multiple triggering events occurring at the same time?
Check to see if the triggering event is recognized for what it is, and that its significance is understood.	Do the necessary people move into timely action? Do they alert and draw in the appropriate people given the nature of the crisis? If there is a pre-planned protocol for such an event, do they recognize it? Do people know how to organize to address an unanticipated event?
Establish whether those needing to act appropriately understand the triggering event correctly.	Are they responding to the triggering event in the prescribed manner, or for unanticipated crisis, in a constructive manner? Do they know what’s expected in the game plan? Do the people involved understand how they are to act together to create the right outcome to resolve the specific crisis? Do they understand the needs of their customers sufficiently (as demonstrated by their actions)?