Crisis processing
Crisis incident processing is a when dining-room manages daily main job. Regard dining-room as manager or administrative group, when you face sudden crisis event, need communicates through communicating (perhaps saying is a negotiation) the point of view that allows a client to accept you, opinion that approbates you, obtain control thereby a got-up affair, solve the problem, goal that reachs consensus. The following content is based on just about provide guidance and reference for everybody, consult the actual condition that dining-room battalion carries, the experience that combines daily processing crisis is written and become. Content includes suffer loss by theft of food eyewinker, customer, client to get hurt, fire / flood, cut off the water supply / power cut, government sector is checked temporarily, media is interviewed, dining-room service, blackmail / threaten the decathlon content such as the issue that reachs other community care adds up to 83 common problems, the hope handles crisis incident to offer guidance and help to everybody.
Crisis incident client blames processing (can manage group of processing only)
□ collects source
□ is listened attentively to carefully
□ expresses to care
□ gathers detailed data and evidence
□ makes blame a group / the client is satisfactory
□ acknowledgment blames a group / client
Crisis incident is highest principle
Sponsorial life safety is the biggest principle
Crisis incident passes a fundamental
Be practical and realistic, appear in the newspaper immediately.
The crisis handles measure
1, after crisis happening, panel member should hold dispassionate mood, take significant step, keep apart the crisis. Do not let a got-up affair continue to spread, find out the reason of crisis happening quickly, undertake dissolving handling.
2, start crisis contingency plan with the rapiddest rate. If initial stage reacts lag, spread and expand what will cause the crisis.
3, to obtain long-term interests, the interest of consumer should pay close attention to morely when the company is controlling the crisis and be the short-term profit of the company not just. The increase that needs a public is put in the first place, be kind to a victim, it is the public that is affected by the crisis to offset a loss as far as possible, such is helpful for that maintain the image of the enterprise.
4, adapt oneself to changing circumstances. Because the generation of crisis circumstance has choppy sex and pressing sex, although be being made beforehand,decide crisis contingency plan accordingly, as a result of the existence of unpredictable crisis, any is on guard measure also cannot accomplish no risk at all. When handling the crisis, should be aimed at specific issue, be amended at any time and enrich the crisis to handle the way to deal with a situation.
The summary that the crisis handles
Investigation---The full measure of the account that produces to the crisis and relevant precaution and processing has systematic investigation.
Evaluation---To crisis management the job has comprehensive opinion, include strain gauge of the organization to early warning system and working content, crisis
Delimit, the crisis is decision-making the evaluation that waits for each respect with processing, all sorts of issues that be in are put in wanting to list crisis management works in detail.
Rectify and reform---Integrated to all sorts of problems of crisis take up classify, put forward to rectify and reform measure respectively, enjoin relevant section item-by-item is fulfilled.
The crisis handles appear in the newspaper track
1, each dining-room should comprise corresponding crisis in time to treat a group according to the crisis event that produce, undertake track and be summinged up to incident.
2, the crisis handles appear in the newspaper must seasonable, must not hide the truth from newspaper, fail to report sth more. What did not chase class to appear in the newspaper is in after incident happening inside 12 hours,
3, not seasonable to appearing in the newspaper, hide the truth from newspaper, fail to report sth, and the crisis handles not do one's best to cause relatively serious consequence, the company will inspect incident condition, give earnest processing.
4, departmental door answers sectional all crisis incident to undertake registering, develop a circumstance to undertake the respect is coordinated and be trackinged each according to incident, when necessary to to table a proposal of company general manager, or after classics company general manager is approved, issue circumstance bulletin to entire company.
The crisis reports flow
Ministry of dining-room battalion transport is relevant branch
Note:
If dining-room handles crisis incident to be badly in need of using a fund, after must signing up for equipment company main controller, classics is financial at the same time of department manager agree, ability borrows in the of short duration in business money, and must arrive inside 24 hours after ask for an advance on one's pay of firm financial department, still return business money. Financial superintend and director guides with battalion carry superintend and director guides undertake dogging, supervise, report the circumstance in time.
Processing technique of of all kinds crisis is how-to
Natural disaster
In be managed daily a lot of crises can pass all sorts of effort and precaution to be able to avoid to happen, natural disaster is exceptional however, but if understand a few knowledge about common and natural disaster to reach,do good precaution work ahead of schedule, can reduce the loss that causes when calamity happening so.
1, the message that should notice to listen to this respect such as broadcast, TV, newspaper at ordinary times
2, after the early-warning that checks this aspect, crisis group should act quickly, make corresponding countermeasure:
---The overhaul, consolidate has area of natural disaster crisis fascia of window of the water of each dining-room, report, gas, door, dining-room;
---Purchase protective equipment of the goods and materials of take precautions against natural calamities providing disaster relief with corresponding reserve, tool, equipment, medical treatment, medicines and chemical reagents to wait;
---Make take precautions against natural calamities providing disaster relief groom plan, knowledge is mixed related constituent staff study, drilling measure;
---Strengthen pair of perambulatory examinations that give problem and key link easily and be on duty management;
Time according to calamity circumstance after calamity happening report, make sure company inside information is expedite and actual.
Horror makes a surprise attack
When encountering horror to assault incident, sponsorial life safety is the biggest principle, right now you should try keep one's hair on, no matter the other side asks what, you must be done completely according to his requirement, do not revolt absolutely.
1, do not wait for means to undertake threatening through the phone however in the spot when terrorist, when menace, you can pass the following means to handle:
---Whether is the information that you can judge terrorist place to communicate mixed to the client instantly the life of employee causes menace, in affirm minatory without life circumstance falls, you can call the police quickly, report to your superior at the same time; When cannot decide dangerous case like you or feeling life to be browbeaten, you should inform the client withdraws quickly, organize employee to undertake introductory, lest panicky jam causes contingency, after the client withdraws constituent employee withdraws, announcement police and company superior director call in the meantime.
---Water, report, gas switch should be cut off when constituent employee withdraws, whether does the place such as examination storehouse, toilet have after withdrawing personnel to affirm to other personnel is not had inside inn, close all door window and lock awaits police and superior to be in charge of further processing.
2, hostage is hijacked in the spot when terrorist when, ask you to should notice following item:
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---Note the appearance of next terrorist, dress and other characteristic carefully, for example oral speech soundvoice, special technical terms, such your ability point to correctly to constabulary draw remark identify terrorist, but ask an attention, the weapon that is not staring at him all the time looks.
---You tell terrorist not actively everything, but when asking a question to you when him, ask truth fact to say, do not attempt to cheat him.
---Avoid to let terrorist surprised. For example, if you know to wait for,can meet have any supply deliver goods of chamber of commerce arrives dining-room or labour union of the member that have will go to work, you should tell terrorist, let he knows beforehand and won't be stimulated.
---If you do not understand the requirement of terrorist, talk with genial manner and him please, cannot mix absolutely his conflict.
---For love or money, do not want to use any weapons or think nab he, what because that is met,cause other personnel or him yourself is insecure.
---The requirement that approves in terrorist goes down to inform or deliverance reachs your ranking administrator at the police.
Fire
Because neglect or oversight are caused,the fire that produces inside major dining-room is, if be on duty,personnel does not bring about oily boiler on fire, examination in post not seasonable and gas leak and ageing of not seasonable discovery, electrical wiring changes not in time, the operation is non-standard etc. Additional because do not understand knowledge of corresponding put out a fire, fire prevention, also meet aggravate fire causes losing rate.
1, the crisis processing of fire:
---Cut off gas source, power source.
---Report superior is led.
---Estimate igneous affection, organize put out a fire of the backbone inside inn, if power source and oily boiler cause be on fire,prohibit using water cut out an engine.
---If igneous situation is uncontrollable, seasonable move gas-jar reachs safe place and call the police.
---Lead scattered visitor.
---Scattered this inn is redundant employee, transfer cash and important data, valuable.
---The member that organize everybody withdraws, await and personnel of reinforce major fire fighting.
2, the use method of fire extinguisher:
---Pull safe plug.
---The station is in 1.5 meters of place of source leaving anger.
---Target fire extinguisher spray head igneous cause. (but do not drench to the oil in season inside scamper boiler directly please, lest will hot oil is splashed,rise create risk) .
----Extruding handle, till put out,drench with horizontal fashion in season continuously till.
----After fire extinguisher is used, must new stuff.
Ill will is complained
The reason that ill will complains main generation is the discovery in food insect, cockroach, eyewinker, bad report produces in the heart that causes a shopper, client because of this, enlarge the consequence of this matter painstakingly, requirement dining-room compensates for the harm on the spirit that eyewinker place creates.
Ill will is complained in be a thing according to complained time cent, be complained and after the event is complained.
1, the processing that complains in the thing (the processing means inside store manager limits of one's functions and powers is below) :
---To the client that clamour, pacify as far as possible, let client calm, lest cause the allergy of client of dining-room other repast.
---Be sure to complain the customer content to take in one's hand in, won't let a client obtaining material evidence so, very adverse to be being handled after us.
---Restaurant manager can trade the product of congener product or same price, if the client is not accepted, can return this amount that complains a product to the client.
---Can the report according to the client, if client intent avoids this eat drop sheet, restaurant manager is OK according to actual condition, hold this measure.
---Inside the limits of one's functions and powers of restaurant manager, can adopt such processing measure only to such complaining, if the client is dissatisfactory to the opinion that restaurant manager treats, the connection method that restaurant manager can be in charge of superior gives a customer or be in charge of superior of this matter pass on.
2, have two principles to the processing of this matter:
---Understand the real intent that the client complains, if be to seek the balance that goes up in a heart only, can express regret to the client with the name of the company.
---If the client's purpose is for extortionate or blackmail, client in order to meet what reporter, know what newspaper to be reason, should give us exposure, if involve the issue to media exposure really.
The first, take the processing kind that compromises quite, ask to also be satisfied as far as possible to the client's claim for compensation.
The 2nd, if the client just threatens, can protect a law according to consumer rights and interests, safeguard company profit with measure of a few law.
The 3rd, the relationship that keeps good with branch of relevant government function, in order to reduce social pressure.
3, complaint handling of after the event (inside store manager limits of one's functions and powers)
After the event complains the processing that basically is centered in client bromatoxism, complained problem is centered in the client to feed the symptom that the bromatoxism such as vomiting, diarrhoea appears after gone food in dining-room commonly, complain the way that settle to this kind.
---If restaurant manager receives a client this kind complain a phone, want to ask repast time of the client, meat place content, have why harmful response, when begin, already accepted what remedy, present condition how, the connection means of the full name that whether had taken other edibles, client that day, client, after recording these content, the first pair of clients suggest to continue to take therapy, have the lave of food or whether client of the 2nd inquiry stays is fecal, if have, the proposal is put in freezer to save, dining-room can accompany a client to take afore-mentioned article to examination of branch of wholesome epidemic prevention. If do not have afore-mentioned article, can explain with the client only, please he is making a telephone call later, dining-room can have a look to whether have other client of similar problem complain, if do not have other clients complain reach a client to did not stay have odd-come-short and fecal, can seeking a client without any basises so is the toxic phenomenon that in this dining-room edible food hind produces, can express apologize to the client only, hope client continues to take therapy.
---Tell from in principle, produce client food to be complained toxicly, can mix according to the lave of food only fecal will differentiate responsibility,
If the client does not have afore-mentioned article, it is the dead cannot give witness, we are impossible to take responsibility toward his body, but to the client that a few have experience quite, stay really have these article, dining-room is about to accompany a client to go branch of wholesome epidemic prevention goes assay, if be client edible really the toxic appearance that the food of this dining-room creates, so enterprise besides the regret that should express sincerity to the client, all sorts of cost that during burden client is being treated, produce even.
Media exposure
1, such principle should hold when contacting with media: Dining-room any employee must not not accept media to interview via accredit, representing company audio can be the spokesman that the company designates only.
2, act alone in media or cooperate a government when other department acts, dining-room classics behoove notices the following item:
---Greet sb actively with media, greeting, come through the means such as crossing-over calling card identity of ascertain the other side and call in intent.
---In did not check identity of the other side and intent or ranking administrator not before accredit, the kitchen that does not let media staff enter a company as far as possible, storehouse.
---Try to leave area of the other side the scene, arrange negotiated place actively.
---The rejection of euphemistic courtesy of media ask ask, the connection method of active will ranking administrator tells each other or give ranking administrator processing this incident pass on.
3, if by media dark visit or try unsuccessful hind hard in above, should notice the following item:
---Maintain close tie with relevant government sector, inquire the processing program of this kind of incident and progress measure, take further step.
---If can be redeemed, answer to be in charge of a branch to have negotiation with media, negotiation deal with, reduce the negative effect that causes to dining-room as far as possible.
---If situation is serious, final by exposure, should evaluate the influence level to the enterprise, inspect a circumstance to make quickly publicity make known one's position and be makinged rectify and reform measure accordingly.
Serious inductrial injury accident
The inductrial injury accident inside dining-room basically is by oversight a few detail bring about with basic operating sequence, a few dining-room label below relatively the cause that the accident harm that often happens causes and solution:
Personnel gets hurt processing principle
---If be serious harm, call ambulance or requirement medical treatment assistance instantly.
---If have any stuff,be to had sufferred training of professional emergency treatment, can let this employee undertake emergency treatment is handled first, if do not have a person be to had sufferred professional emergency treatment to train, do not move to suffer from please.
---Inform ranking director immediately.
---Do testimony for client accident in the employee of the spot please, had better let everybody write down place to see a case.
---Dining-room classics behoove is in charge of collecting the voucher of medical treatment expense of the person that get hurt, have relevant data (be like: Medical certificate of course of report of inductrial injury accident, eyewitness, hospital) , so that provide a company,relevant section reference is used.
---Report of inductrial injury accident should send inside 24 hours make ranking person in charge.
The precaution of contagion reachs control measure
The main feature of contagion
---Have pathogen- - the person that the germ that brings about disease generation namely, carrier, virus is carried. If the pathogen of SARS virus is the coronal shape virus of mutation.
---Infectious- - contagion has infect period, the disease is preclinical.
---Have epidemic- - can infect continuously in the crowd, create different level diffuse and spread.
---Have immunity- - the immunity that has gotten the person of contagion to be able to have different rate, have the resistance of different level to this kinds of contagion namely. It is OK to be not all contagion people all one's life immunity, possible meeting repeats infection.
The precaution of contagion
---To may existing the outer shroud condition of pathogen strengthens management, if dish raw material purchases channel, breed, quality,strengthen management.
---Protect the crowd that affects easily, be like weak and sick person, the person that resistance and immune force drop.
---Undertake timing mixing to employee periodic checkup, have detailed record, the person that discover cause of disease is carried in time.
---Begin relevant sanitation to publicize education to work regularly.
When major information about and appraisal of an epidemic appears outside the company, the precautionary measures of the company should spread out according to following measure:
---Company crisis handles panel staff to start the crisis quickly to handle a system.
---Collect the development posture of the authoritative knowledge that understands contagion and epidemic situation.
---Explain internally in what this company establishs inside 24 hours, prevent and answer program external.
---Each area runs a department, make inside 24 hours according to the plan of the company and policy groom plan and make known to lower levels interlinks inn to each.
---Each chain store is mixed strictly according to company policy groom the meeting before plan benefit have dinner and business clearance undertakes explain and grooming to faculty.
---Ministry of company battalion transport and system of according to company and policy undertake be trackinged in time checking.
The epidemic prevention of contagion (should appear inside the company when epidemic situation, the work is begun below the unified deploy that departmental door should treat a group in company crisis)
? The canal is good infect a source
---What an any company staff have contagion symptom in discovery is accountability be in with responsibility report direct leader for a short while.
---The leader that receive a reply report each region crisis to handle group controller for a short while.
---The person that carry to contagion person, cause of disease should let his suspend going to work instantly, help branch of connection epidemic prevention and hospital undertake keeping apart cure, till recover completely,Fang Kezheng often works.
---Infect a source to intimate contact, the likelihood is wanted his to suspend going to work likewise by the person of infection, affirmatory observation is not had infect a symptom square recoverable regular job.
---Infect a source to the animal, sign up for what this kinds of raw material should stop instantly after crisis group affirms to purchase, and according to branch of wholesome epidemic prevention relevant policy is opposite inventory raw material, finished product, semi-manufactured goods undertakes segregation or destroy by melting or burning.
---To avoid to cause panic, the crisis handles a group to should pass nitty-gritty of normal channel explanation, bulletin.
? Cut off catch a pass
---To a lot of contagion, cut off transmission way to often remove the precautionary measures of dominant action, but pass because of all sorts of contagion
Sow a way to differ, adopted step is different also, be like pair of alvine path contagion, the key is in do well the place of the contaminant such as excrement and urine
Manage and environment are disinfected; To respiratory tract contagion, the key is air disinfection, ventilated take a breath, individual defends (if take a mouth
Cover) wait; To bug media catch a disease, should in order to kill insect insect-resistant give priority to; Certain contagion (be like schistosomiasis) , because travel
The element is complex, should adopt omnibus measure ability to cut off its to spread a way.
? Protect easy feeling crowd
---Arrangement is weak and sick person rest.
---To infecting period the same also arrangement that reason of internal cause other falls ill rests.
---Extend defend medical treatment things.
Collective goes on strike or leave his post (odd 3 people above)
The reason that bring about employee collective to leave one's post or goes on strike has a few kinds as follows: Employee gets information of improper of pattern of unfair treatment, management, policy opaque or by ill-natured, rumor, employee by incendiary or bewitch, through the analysis to these reasons we can sum up corresponding precautionary measures and countermeasure.
1, precautionary measures:
---Pay attention to employee to communicate, understand the psychology of employee in time;
---Administrative way is proper, form solidarity, equal, esteem, active up working atmosphere;
---Before dismissing employee, the mind that must make good employee works, reduce resentment;
---Below the condition that basic principle and main purpose can obtain, satisfy the reasonable requirement that is versed in from the employee.
2, handle way:
? Internally
---Should be in when class personnel for a short while to redound of director branch manager;
---Officer director sends a person to pacify employee mood to the spot, avoid in the client more room happens to quarrel or enlarge a got-up affair;
---Officer director sends person and employee to have relaxed negotiation, in order to understand a sentiment, conciliatory mood is given priority to;
---Officer director must understand the fuse that happens to collective leaves his post and go on strike;
---Relevant section analyses the basic requirement that strike personnel raises jointly, investigation is clear about the leader of this incident;
---Understanding produces the deep-seated account of incident, analyse the result kind that reachs the most likely;
---the first round negotiation result feedback gives a director the manager, study a company bear limits and countermeasure;
---Undertake the 2nd times negotiating with employee, explain the attitude of the company to employee, can use the form that communicates alone according to need;
---By the director the manager appears personally finally, leave his post with the strike or collective personnel reachs unanimous opinion, sign memorandum.
? External
---Seek advice from policy in time to labor department;
---Prepare the policy of company interior and the basis that handle an issue;
---Undertake a phone communicate with relevant cooperative unit and individual;
Have things stolen (inside pilfer and outside pilfer)
Cash 100 yuan of above or article value we hold the event of have things stolen of 500 yuan of above for crisis incident. Have in the similar incident of dining-room happening at present: Employee bathhouse have things stolen, dormitory breaks pilfer, safe to be waited for by pilfer by mobile phone of pilfer, customer or handbag.
Precautionary measures:
---Cash and valuable employee appropriate are saved, new employee enters office administrator should remind in time.
---Company staff avoids to be not the personnel refer company inside company employee or blame attributive together as far as possible the business of dining-room is confidential.
---The password of safe does not get divulge a secret outside the person except attributive, and should change when occurrence personnel is fluctuant password.
---The financial appropriate that reminds client him attention at any time during do business is custodial.
---In the evening when put up the shutters, open of lamplight of the one part inside dining-room in case burglar.
---Cash should avoid to be shown before others as far as possible.
