GHIDUL UNUI PLAN DE MANAGEMENT AL CRIZEI

(dupa Barton L, Crisis in Organizations, South_Western College Publishing, 2001)

Este un ghid pentru crearea propriului Plan de Criz i se bazeaz pe mai mult de 80
de planuri de criz pentru corporaii, sisteme scolare, i agenii guvernamentale din
toat lumea.
Odata construit, este indicat ca planurile sa fie consultate si de membrii echipei de
urgen sau aciune astfel nct sugestiile i recomandrile lor s poat fi incluse n
documentul final.
Inainte de a ncepe ntreab-te dac tu sau un membru al echipei tale de criz avei
resursele necesare care s v ajute n dezvoltarea unui plan de criz cat mai limpede
i mai complet:
Lista membrilor echipei mpreun cu telefoanele, celularele, fax-urile i e-mailurile corespunzatoare
Schia pentru facilitile cheie astfel nct responsabilii de urgen s tie unde
i cum s acceseze spatii speciale precum: depozite de calamitati, magazii cu
substante speciale etc.
Nume i numere de telefon ale mass mediei care protejeaz organizaia local i
n pres
24 de ore pe zi, 7 zile pe sptmn (24/7) membrii responsabili pentru
domeniul respectiv i specialitii care pot fi chemai cnd apare un accident sau
incident violent de lucru.
Camerele desemnate pentru fiecare facilitate major n care se opereaz pot fi
schimbate n centru de criz sau camer de coordonare (utilat cu toat
tehnologia telefonic necesar, cu copiatoare-uri, fax-uri, posibiliti de
calculator/modem care este efectiv capabil s administreze o problem
semnificant i s comunice cu o larg varietate de public repede i eficient

MODELUL UNUI CENTRU DE CRIZA

Camera presei

Toalete, dusuri

Internet si
camera de
monitorizare

Centrul de comunicatii
Centrul de telefonie

Podium
Carti & Resurse

Monitoare TV

Programe prelucrare text

Fax-uri

Prize electrice pentru

camere

Gustari

Camera de urgenta a
responsabililor

Camera de ospitalitate

Cabine

Centrul de odihn

Camera scenariu-planificare
Flipchart
Centrul de productie video

Proiector si ecran

Numele Organizaiei ________________________________________________

Adresa ___________________________________________________________

Telefon ______________________________ Fax_________________________

Echipa de intervenie n cazul unei crize poate fi activat 24/7 pe baza contactului

___________________________________ al ____________________________

n cazul n care eful responsabil pentru situatia de criza nu este disponibil, vor fi
contactate persoanele ce urmeaza n ordinea stabilita anterior:

Acas

Celular

Pager

Birou

E-mail

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CUPRINS:
Personalizeaz seciunea prin indicarea capitolului alturi de subcapitol i numrul
de pagin alocat. Dedesubt o s gseti multe dintre subiectele incluse n planul de
criz ale mai multor corporaii i organizatii non-profit.
Introducere:
Misiunea echipei de criz
Numerele de contact cheie
Sistemul managerial al incidentelor critice

Resurse:
Membrii echipei i numerele cheie
Locaiile cldirilor, Staia Agenilor de Paz
Zona spitalelor, centrul de asisten
Consultani
Operaiuni:
Locaia i caracteristicile centrului managerial organizaional n cazuri de criz
Desfurarea oamenilor i a resurselor tehnice pentru situaii n alte state/naiuni
Analizele legale si resursele umane
LUARE LA CUNOTIN;
Am citit i neles Planul de criz pentru organizaia mea datat ___/_____/______
i am neles rolul meu n orice situaie de dezastru sau criz.
Semnatura ____________________
Numele ______________________ Data ________________________________
Aceste formulare pot fi adunate i inute ntr-o singur locaie central, de preferat
de liderul organizaiei de criz. n mod caracteristic nu au nici o valabilitate legala
dar are putere si semnificatie morala si de rsponsabilizare. In eventualitatea n care
mai trziu un membru al echipei pretinde c nu a neles rolul sau ntr-un dezastru,
poate reprezenta o dovad folositoare echipei responsabile n demonstrarea (ne)
indeplinirii datoriei.
ECHIPA TA DE CRIZ SA POATE FI CONTACTAT 24/7!
Ia n considerare completarea spaiilor goale cu termeni despre cine va interpreta
un rol i anume care ntr-un eveniment de urgen al organizaiei. Odat ce pui un
nume, ia n considerare de asemenea o persoan de rezerv n cazul n care aceasta
este plecat ntr-o cltorie sau nu este disponibil. De asemenea ia n considerare

dac aceast echip este permanent sau dac va fi revizuit i actualizat la

fiecare 6 luni pe baza experienei/testelor/exerciiilor.
Odata ce foloseti acest formular fii sigur c fiecare numr de telefon al
managerului i nlocuitorului apar pe versiunea final.

Birou

Telefon

Celular

Pager

Acas

E-mail

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Numele managerului_________________________________________________

Inlocuitorul ________________________________________________________

Liderul de echip____________________________________________________
Informaii interne____________________________________________________
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Informaii externe ___________________________________________________
__________________________________________________________________
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Vecini, Comunitatea de legatur _______________________________________
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Informaii clieni (pacienti) _________________________________________

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Coordonatorii cu Personalul de Urgen al Pompierilor/Poliiei___________
__________________________________________________________________
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Legatura cu familiile victimelor_______________________________________

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Coordonatorii

pentru

Psihologi,

Asistena

social_____________________________
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Coordonatorii echipelor de intervenie (n cazul inundaiilor, incendiilor)
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Finane/Control intern _______________________________________________
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Conducerea centrului de criz _________________________________________

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Relaiile

cu

investitorii,

Purttorii

de

cuvnt

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Incendii/Cldiri avariate i Consultani n restaurare ________________________
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ASOCIAIA TA I ALI PARTENERI CHEIE
n timpul unui incident major este foarte posibil s fii copleit de media, cereri din
partea membrilor familiilor ngrijorate, curioilor, pacientilor, clientilor etc.
Ca o anticipare a crizei, este important s identifici pe cei care pot promova
calitate, sfaturi substaniale pentru organizaia ta n cazul unui dezastru. Multe
dintre aceste grupri au o experien considerabil n managementul situaiilor de
criz deoarece ei s-au mai consultat cu multe organizaii similare n trecut.
Aceast seciune este fcut cu intenia de a ghida echipa ta ctre o conferin cu
organizaia pe care o alegi naintea printrii planului oficial. i sugerm s pui
aceste ntrebri sau altele i s anchetezi asociaia care te va sprijini pentru a
determina ct de bine te pot asista ei n cazul unei urgene.

Clasific echipa ____________________________________________________

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Experiena membrilor cheie n conducerea unui incident serios n trecut
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Toate numerele de contact aferente acestor personae________________________

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Experiena ta n asistarea unei urgene ___________________________________
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Ct de des eti ntrebat cum faci rost de asisten?__________________________
__________________________________________________________________
Ce fel de asisten ai furnizat n trecut?
(Tehnic, juridic, financiar, evacuri etc.)_______________________________
__________________________________________________________________
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Ct de uor de gsit este personalul tu intr-un program de 24/7? _____________

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Ai un centru de criz? ________________________________________________
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Cum arat?_________________________________________________________
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Cine l-a proiectat? Unde lucreaz ei acum i care sunt numerele de telefon?
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Ce ai modifica data viitoare cnd ai construi un plan de criz sau ai actualiza unul
deja existent?_______________________________________________________
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Dac am avea o catastrof, ce ai putea face pentru noi ntr-o manier realist i
oportun? (Discutnd diferite metode de urgene, determinarea distanei ntre foc
i explozie, violene la locul de munc prin cutremure, deturnare de fonduri pna
la un raport de pres negativ.)__________________________________________
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Ar putea grupul tu s ne asigure un purtator de cuvnt ?

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Avei faciliti pentru organizarea unei videoconferine imediate astfel nct
echipa noastr s comunice instantaneu cu voi procedurile, planurile de urgen,
documentele, comunicatele de pres, i alte documente la care lucrm i s primim
imediat rspuns?____________________________________________________
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Ct de bine este pregtit asociaia sau grupul tu pentru a ne ajuta

administrm eventualele ntrebri ale publicului/critici/comentarii care pot fi

plasate pe internet n orele incidentului?__________________________________
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Cine determin cte examinri ale publicului putem primi ntr-o criz n cretere?
Ce motor de cutare folosii pentru internet? ______________________________
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Am dori s realizm o simulare a unui incident n 2 luni i am vrea s participai i

voi. V vom contacta fr averizare, v vom explica circumstanele, i vom testa
intervenia voastr n timp util a incidentului. Care este reacia voastr la aceast
cerere, i cum vom putea lucra mpreun eficient pentru realizarea unui asemenea
exerciiu?__________________________________________________________
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Ce experi veti folosi pentru a negocia cu criticile ce apar intr-un astfel de incident
membru?______________
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Care sunt liderii n domeniu cu care ar trebui s discutam sau pe care ar trebui s-i
aducem la seminarii sau training-uri educaionale?________________________
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CE AR PUTEA MERGE RU?
Echipa ta ar trebui s revizuiasc lista iniial a incidentelor care ar putea paraliza
organizaia. Aceasta list ar trebui extins ca s includ pe cei specifici
domeniului vostru sau mai ales datorit riscurilor care s-ar putea ivi n contactul
cu clienii, canalele de distribuie a marfii (daca este cazul), geografiei/factorilor
climatici, i a altor experiene

trecute ale altor companii sau instituii din

domeniul vostru.

11

Punctele sunt adaugate astfel nct odat cu revizuirea efectuat listei de echipa
voastr s putei aduga alte discuii sau corecta.

Moartea sau boli grave al CEO sau directorului general______________________

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Produs avariat/ retragere______________________________________________

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Foc_______________________________________________________________
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Pierdere chimic la sau aproape de instalaiile voastre_______________________
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Ploi abundente, uragane, tsunami, val de caldur___________________________
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Raporturi

de

investigare

privina

unor

activiti

suspicioase

instituie___________________________________________________________
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__________________________________________________________________
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Arestarea unui numar de angajati pentru trafic de droguri, activiti ilegale pe
internet____________________________________________________________
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Avioane, ci ferate, sau alte ciocniri n apropierea lor care pot distruge
comunicaiile locale i sistemele de transport______________________________
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Furtul unor informaii particulare de ctre un angajat sau de ctre un hacker
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Demisia neateptat a mai multor membrii cheie ai personalului_______________
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__________________________________________________________________
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Mai multi clieni anuleaz cererile, cernd anulri__________________________
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Un act de violen la lucru_____________________________________________
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Explozie n apropierea instalaiilor ______________________________________
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Un

neateptat

proces

major

din

partea

unui

client,

distribuitor,

competitor_________________________________________________________
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14

__________________________________________________________________
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Un dezastru financiar care ar putea paraliza abilitatea organizaiei de a aduce bani,
sau care ar putea necesita un process din partea acionarilor cernd o nou echip
managerial________________________________________________________
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O lovitur neateptat din partea angajailor_______________________________
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JURNAL DE CRIZ

Acest formular ar trebui completat de ctre responsabilii cheie n cazul unui

incident astfel nct acest jurnal s fie pstrat aa cum este ca s se tie cine a fost
contactat i n ce ordine. Este realizat dup un foarte bun i de succes program
realizat de Joseph Liska, fost director al managementului pentru criz la British
Petroleum. Joe spune ntr-o criz, nu vrei ca 5 oameni sa sune aceeai person
cnd acel timp poate fi folosit mult mai productiv pentru decizii mai importante.
Folosind intranet-ul n sistemul vostru, acest jurnal poate fi actualizat frecvent i
mprit la membrii echipei de criz astfel ca fiecare s tie cine a fost anunat n
legtur cu faptele.

15

Numele
Telefon
Telefon
Telefon
Pager
Cnd
Contactelor
acas
birou
celular
Fax
a sunat?
cheie
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Numele
Telefon
Telefon
Telefon
Pager
Cnd
Contactelor
acas
birou
celular
Fax
a sunat?
cheie
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16

__________________________________________________________________
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OAMENI, DE ASEMENEA IMPORTANI!
Planul tu de criz ar trebui s includ numele unor oameni de afaceri, politicieni,
etc. pe care ai putea s-i contactezi n cazul un incident major. nc odat, echipa
ta ar trebui s discute i s dezbat aceast list, s circule prin diferite
departamente pentru verificari i aprobri, i dup aceea asigurai-v c fiecare
persoan aflat pe list a luat la cunotiin c numele ei sau lui va aprea ntr-un
plan de criz pentru posibil activare n cazul unui incident.
Alan Friedman, un psiholog din Chicago, care se consult cu UPS, Northwestern
University, i Wilsons Sporting Goods, spune: tiu ca aceste companii care ar
putea s m sune dac au avut un incident. Toate au numerele mele. tiu cine sunt,

17

ce fac, puin despre cultura i organizaia lor, nainte de incident. Asta m ajut s
fiu mai eficient cnd i ajut n cazul unei urgene
inta

Telefon
Acas
Celular
E-mail
Birou
Pager
__________________________________________________________________
Nume

Consultant n caz de criz

__________________________________________________________________
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Expert n comunicare
__________________________________________________________________
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Construcii/Faciliti
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inta

Telefon
Acas
Celular
E-mail
Birou
Pager
__________________________________________________________________
Nume

Consultant n caz de distrugeri

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Oficiali locali
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__________________________________________________________________
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Psihologi
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Ageni de cltorie 24/7
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nchiriereProprietatea real
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RAPORT DE CRIZ
Acest formular ar trebui completat i trimis imediat pe fax sau pe e-mail cu
revizuirile care au loc la fiecare 4 ore ntr-un incident. Ajut pentru inerea n
alert a tuturor membrilor crizei n cazul victimelor, stricciunilor, schimbarea
evenimentelor, noilor cereri, noilor ateptri. Avocaii vostri ar trebui s
revizuiasc raportul final al crizei i s se asigure c nu cer nici o informaie care
poate fi folosit mai trziu ntr-un proces care s demonstreze c compania voastr
a tiut de schimbrile sau circumstanele atenuante care nu au fost adresate corect.
n general, majoritatea observatorilor cred c avnd un complet i vast raport de
19

criz este mult mai bine dect unul incomplet sau fr nregistrri fcute n timpul
unui serios incident.
Sumarul incidentului i primele aciuni de urgen _________________________
__________________________________________________________________
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Fataliti/prejudicii __________________________________________________
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Facilitile medicale unde victimele au fost trimise _________________________
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Cine anun familiile? Cine ine jurnalul i pstreaz contactul cu ei?___________
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Proporia prejudiciilor la proprieti/instalaii/fabrici/distribuii pierderile

estimate pierderile de producie estimate ______________________________
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Cine anun compania de asigurri i menine un contact strns pentru a determina
renceperea aciunii de ajutor __________________________________________
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Cine este persoana principal care se ocup cu poliia local/incendii/investigaiile
incidentului? Toate numerele aferente ___________________________________
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CINE A SUNAT? CE VOR?
n cazul unei urgene ar trebui s te atepi ca tabloul de comand i contul de web
s fie plin cu cereri. Cineva ar trebui desemnat s conduc toate aceste cereri ca s
evite criticile de mai trziu, cum c ai fi fost neeficieni i nepreocupai de opinia
public i cereri. Mai multe copii ale urmtorului formular ar trebui s fie valabile
pentru tabloul de comand i pe web.
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Amintete-i c ntr-o situaie ideal, membrii echipei tale de criz or s sune toi
aceti indivizi cheie ca s evite astfel s fie sunai de ctre ei! Oricum,
recunoscnd c fiecare criz este unic i c echipele, mai ales n organizaii mici,
pot fi copleite, este mai bine s fii pregtit s primeti i s rspunzi la ct mai
multe cereri ale publicului.
ntr-o urgen aceste formulare trebuiesc procurate de ctre membrii echipei la
fiecare or astfel c echipa se dedic principiului c fiecare cerere va fi rezolvat
dup aceste indicaii:
Membrii familiei: 30 minute
Mass Media: 60 minute
Oficialii locali: 90 minute
Investitorii majori: 90 minute
Angajaii, via e-mail: 120 minute
Clienii cheie/distribuitorii: o zi
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ANCHETA PUBLIC

Data_____________________________________Ora______________________
Numele vizitatorului_________________________________________________
Organizaia lui______________________________________________________
Adresa____________________________________________________________
__________________________________________________________________
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__________________________________________________________________
__________________________________________________________________

Telefon

Celular

Pager

E-mail

__________________________________________________________________
__________________________________________________________________
Acest vizitator a cerut urmtoarea informaie sau a furnizat urmtoarea informaie
(te rog s fii ct mai specific i citeaz persoana, n special dac ei sunt ostili sau
ciudai n orice fel)
Acest formular a fost trimis de ctre_____________________________________
Ctre _____________________________________________________________
Urmrind aciunea luat ______________________________________________
__________________________________________________________________
Aceast persoan a fcut orice fel de nelegere care ar trebui raportat la
departamentul de securitate sau la poliia local?
Da_________(detaliaz cuvintele exacte n spaiul de mai jos) Nu____________
__________________________________________________________________
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SISTEMELE DE INFORMAIE (IS) ALE PLANULUI DE URGEN
Cea mai bun aprare a organizaiei tale este s lucreze cu un consultant software
i hardware local care s asigure c toate sistemele sunt compatibile cu toate
principiile general acceptate influennd calculatoarele i operaiunile aferente. n
aproape fiecare mare ora sunt specialiti gata s te asiste; asigur-te c ei posed
recomandri uor de verificat i c discui cu foti clieni. Muli consultani IS
23

ofer verificri ale sistemelor interne i externe pentru a se asigura c munca este
complet i performanele sunt atinse.
S ne nchipuim c, n ciuda celor mai bune eforturi depuse de ctre organizaia ta,
o serioas urgen cu departamentul IS (information system) poate provoca
pagube n privina clienilor i distribuitorilor. i peste toate acestea dincolo de
controlul echipei de criz, dar pentru care echipa de criz ar trebui chemat s
rspund, mai apar:
Pierderea electricitii pentru o perioad prelungit de timp
Perderea altor utiliti, important apa
Probleme majore cu transportul, incluznd cale ferat, aer, autostrzi, i
drumuri locale, ncetinnd sau mpiedicnd livrarea produselor
Sistemele bancare i financiare ncetinite sau distruse
Pierderea telecomunicaiilor sau oprirea lor periodic
n aceste pagini echipa ta ar trebui s rspund la ntrebri ale unor misiuni critice
i rspunsul specific fiecrei operaiuni.
1. Am angajat consultani IS s ne sftuiasc cum s ne descurcm ntr-o criz
IS? Unde sunt recomandrile lor? Au fost introduse?
__________________________________________________________________
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2. Am evaluat performanele la alte companii asemntoare ncurajnd dialogul
cu ele pentru a ne asigura c vom ntlni i depsi standardele industriale?____
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3. Au fost departamentele noastre financiare i de telefonie testate pentru a

determina dac sunt capabile s lucreze ntr-un eveniment major IS? ________
_______________________________________________________________
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4. Ce plan pentru un eveniment neprevzut a fost realizat s asigure comunicarea
nostr cu clienii (pacientii) ntr-o manier rapid? In ce fel departamentul
nostru de vnzri i marketing comunic i ncurajeaz clienii ntr-o manier
rapid?_________
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5. Care este lista cu cele mai grele scenarii care credem c ar dezbina organizaia
noastr? ________________________________________________________
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6. Ce manageri vor fi contactai din organizaia noastr n cazurile de la

ntrebarea 5? De ce resurse i suport managerial au nevoie ei ca s testeze
planul de urgen? ________________________________________________
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7. Care este planul nostru de comunicare ntr-un eveniment al unui serios incident
pentru a comunica cu angajai, clienti, distribuitori i presa? _______________
_______________________________________________________________
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MASS MEDIA
Aceste formulare ar trebui folosite de ctre operatorii telefonici sau rspunztorii
de urgen care or s fie copleii de telefoane din partea presei. Repoterii au
deadline-uri: obiectivele lor sunt s relateze o tire credibil incluznd relatri
importante, pagube, impactul asupra comunitii, i posibile complicaii. Pentru c
reporterii sunt judecai n fiecare zi dup ct de repede i bine fac un raport i s
gseasc un punct de vedere unic pentru media lor sarcina voastr este s lucrai
eficient i rapid cu ei.

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n mod obinuit avei 90 de minute pentru a pregti rspunsul la ntrebrile

reporterilor. Reporterii vor fi contactai imediat. O echip ar trebui s scrie
ntrebri i rspunsuri i s dezvolte o declaraie oficial care s fie folosit de
directori. n acest timp, o foarte bun sugestie este ca cei ce rspund primii s
completeze acest formular atunci cnd reporterii sun astfel nct apelul s fie
monitorizat i evaluat cu promisiunea c rspunsul s fie dat ntr-o or.
Pstreaz promisiunea fiecare apel al unui reporter trebuie returnat i fiecare
ntrebare trebuie s aib un raspuns orict de dureros ar fi.
Observatorul Lori Heyman, fost CBS reporter i Director PR pentru Rational
Software Corporation: Spune-i povestea sincer prima dat. Spune-o repede. i
spune-o dintr-o surs sigur. Dac faci aa, o s evii o a doua criz dimineaa
urmtoare.

Numele reporterului__________________________________________________
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Publicaia lor _______________________________________________________
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Ce ntrebare a pus reporterul? __________________________________________

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Pe cine au vrut s intervieveze? ________________________________________
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Note adiionale _____________________________________________________
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Cui a fost dat acest formular? __________________________________________

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Numele tu________________________________Data ____________________
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TOAT POLITICA ESTE LOCAL
Acest formular ar trebui s includ toate numele i numerele de telefon ale
membrilor importani ai comunitii i ai liderilor care vor fi contactai n cazul
unui incident major. Deoarece n mod deosebit ei vor fi ntrebai ct de bine a
reuit echipa ta s conduc acest incident, asigur-te c cineva din echipa ta de
criz este delegat s contacteze mai devreme i s informeze continuu membrii

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cheie n timpul incidentului. Acest lucru o s ajute organizaia ta s se menin

bune n anii care vor veni.
Cnd un incident are loc autoritile locale sunt gata s acioneze. Cnd 12
studente au fost ucise i 27 rnite dup ce un turn de 60 picioare (n metri ??) s-a
prbuit la Texas A&M n ianuarie 2000, oficialii locali au fost ntrebai despre
monotorizarea activitilor campusului. Ron Wilson imediat a depus 500,000 $
pentru a acoperi pagubele care ar fi fost impotriva scolii. El a spus reporterilor:
Probabil nu vom afla ce s-a ntmplat pn cnd nu vom avea o aciune civil
Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
__________________________________________________________________

Nume/Titlu

Primar ____________________________________________________________
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Managerul orasului __________________________________________________
__________________________________________________________________
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eful Poliiei locale__________________________________________________
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eful pompierilor____________________________________________________
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Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
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Nume/Titlu

Vecintatea, Preedintele _____________________________________________

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eful de urbanism ___________________________________________________

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Oficiali regionali____________________________________________________
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Alii______________________________________________________________
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De asemenea lista difer pentru fiecare persoan dac funciile nu sunt valabile.
RELAII CU CLIENII
Fr clieni o organizaie nu ar putea supravieui. n timpul i dup o criz
ncrederea clienilor (pacientilor) poate fi pierdut dac nu sunt informai la timp
i ntr-o manier nelegtoare despre detaliile incidentului.

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Ce caut un client n timpul unei crize? Ed Goodin spune: Ei vor asigurri. Vor
s tie c orice s-ar ntampla incendiu, inundaii, contramandarea produselor
nu i vei dezamgi. i dac nu primesc veti de la voi repede, vor face
presupuneri care nu sunt deloc pozitive pentru c aa este natura uman. Ai ansa
s cluzeti pozitiv clientul dac l asculi mai nti i dup aceea vorbeti.
Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
__________________________________________________________________

Nume/Titlu

Clientul principal ___________________________________________________

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Distribuitorul principal _______________________________________________

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SARCINI ADIIONALE I ALTE CATEGORII
Personalizeaz aceast seciune cu ali indivizi i alte grupuri unice din compania
ta.
Nume/Titlu

Telefon
Birou

Telefon
Acas

Celular

Adres E-mail
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TREI NTREBRI LA CARE TREBUIE S RSPUNZI LA FIECARE
CRIZ
Odat ce echipa ta se reunete pentru a revizui criza, membrii trebuie s decid, de
preferat ntr-o jumtate de or rspunsurile la trei ntrebri eseniale. Dac echipa
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ta poate comunica rapid esena acestor 3 ntrebri angajailor, clienilor,

distribuitorilor i comunitii locale atunci posibilele reacii negative pot fi
eliminate repede. Calitatea esenial const n rspunsul dat pentru fiecare
ntrebare.

Ce s-a intamplat?
(Realizeaz o explicaie ntr-o singur propoziie a incidentului, rspunznd cnd,
unde, de ce, i cum s-a ntmplat.)
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Cum s-a ntmplat?

(Dac ei ntreab cine este vinovat. Asigur-te c consilierul tu juridic
revizuiete rspunsul pentru a te asigura c nimeni nu este nvinovit de incident.
Oricum, aceasta i ofer posibilitatea s-i asumi responsabilitatea dac este
ceea ce managerul i consilierul tu juridic vrea.)
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Ce vei face s-i asiguri c aa ceva nu o s se mai ntmple niciodat?
(Aceasta este numit puntea posibilitatea pentru purttorii ti de cuvnt de a
lua nite rspunsuri tipic negative i a le transforma n ceva pozitiv pentru
companie. Discut uurarea pailor printr-o revizuire a procedurilor, a unor
cooperri fr precedent cu autoritile locale orice este necesar pentru a
transmite onest un sens al urgenei i al devotamentului pentru rezolvarea acestei
situaii.)
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CHIMICALELE (REZIDUURI TOXICE), ETC.:
Compania ta poate produce chimicale sau spitalul tau poate deversa in apele
reziduale substante toxice sau intens infectate. Chiar dac organizaia ta nu
folosete chimicale, poate avea loc un incident la sau lng terenul tau, cum ar fi
pierderi chimice, cernd evacuarea angajailor. Este important sa stii despre ce e
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vorba si ce trebuie sa faci in cazul unui incident. Pregtete acest formular pentru
ca s pregteti rspunsul.

Chimicalele aflate pe teren ____________________________________________

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Unde se afl caietul de sarcini? ________________________________________
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Nivelul de toxicitate ale acestor chimicale ________________________________
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Ce manageri al fiecrui department sunt familiarizai cu aceste chimicale? ______
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Cine prelucreaz aceste chimicale? _____________________________________
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Cum pot fi ei contactai in 24/7? _______________________________________
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Care sunt numele profesorilor de chimie locali, biochimitilor, savanii ecologiti

sau profesori de la renumite universiti care pot fi sunai i consultai n cauza
unei scurgeri sau rspndiri. ___________________________________________
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CINE ALTCINEVA AR MAI TREBUI SUNAT?
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