This century has witnessed many tragedies and crises that have, in some way, touched our lives and caused each of us to take a different look at how we plan. Today every individual and organization must prepare for the unexpected. Crisis management involves identifying the unthinkable, developing plans of action (POAs) for dealing with them, developing contingency plans, forming crisis teams, and stimulating crisis drills. Like Johnson & Johnson’s response to the Tylenol crisis, organizations should respond proactively and quickly.

Planning helps supervisors anticipate possible unthinkable events and their consequences. Supervisors must use their information-getting and information-giving skills to help employees prepare for and address crisis situations. It is always appropriate to say “I am/We are sorry” and ask “What can be done to make it right?” G=9687