【正文】 amp。 TEMPLATES 預(yù) 測場景、工具 amp。As 組織陳述 以及 問 amp。development Administration Incident amp。 The PR Manager should familiarise himself/herself with the Crisis Communications procedure. 要求 酒店 公共關(guān)系經(jīng)理必須熟知危機(jī)公關(guān)程序 。development Administration from the way media enquiries are handled. Badly handled, the media can damage the reputation of our administration far more than the crisis itself. Therefore, it is vital that all media enquiries are handled efficiently and in a timely manner. 危機(jī)事件非常吸引公眾的視線。因此，所有的媒體詢問都必須得到及時有效的處理是至關(guān)重要的。第一原則就是要反應(yīng)迅速， 對受影響的人采取恰當(dāng)?shù)淖龇ā?該宗旨同樣適 用于涉及危機(jī)之所有所屬企業(yè)的公共關(guān)系準(zhǔn)則 Always consider the following key messages in any munications: 在任何信息溝通中永遠(yuǎn)考慮下列關(guān)鍵信息 ? Safety of staff and consumers 保護(hù) 員工及顧客安 全 ? Security of our assets 保護(hù) 財產(chǎn)安全 ? Protocol of action 按制定的計劃行動 The Crisis Response Team will operate under the following principles: 危機(jī)處理 小組 應(yīng)在 下列原則下處理危機(jī)事件 ： CRISIS COMMUNICATIONS PRINCIPLES危機(jī)公關(guān)原則 ? The health and safety of our consumers, the public and our employees e first. We will offer help immediately and municate it showing sincere concern for those affected and a desire to help in any way possible. 客人，公眾和員工的健康和安全排在首位，及時向事件中受影響的人員竭盡全力的提供力所能及的協(xié)助，并向他們致以最真切的關(guān)懷 。及時向包括媒體在內(nèi)的所有公眾公布最新的狀況。 ? We will always tell the truth, and we will not make up answers in the absence of fact, under the pressure of questioning. 我們會永遠(yuǎn)公布實情，絕不在缺少事實 依據(jù)和外界質(zhì)詢 的壓力下編造謊言 ? We will notify upper class administration of the situation and our actions (personally, not through the media). 我們會告知 上級行政主管單位 發(fā)生的事件及我們采取的行動 (親自通知而非通過媒介曝光 ) ? We will conduct the first press briefing as soon as is practicably possible and provide media updates on a regular basis. 我們會盡可能 快的準(zhǔn)備 新聞簡報并定期提供媒體最新信息 ? Crisis munication starts with top management。 CRISIS COMUNICATIONS ACTION SEQUENCE危機(jī)公關(guān)行動步驟 Page 3 The demands upon the hotel PR Representative bee more intensive during a crisis. The checklist below outlines the action steps to be taken by the Hotel PR Representative before, during and after a crisis. 危機(jī)時期 對 酒店公關(guān)代表 的要求 相應(yīng) 增加， 酒店公關(guān)代表 需 在危機(jī)前、危機(jī)中 、 危機(jī)后按照以下提綱式目錄所列步驟展開行動： Keep in close touch with the Crisis Response Team. Constantly update yourself with crisis developments, actions taken. Know what to say, when to say it, who should say it and who to municate with. 與危機(jī)處理 小組保持密切聯(lián)系?！? Responsible for media management 負(fù)責(zé)媒體管理 Craft key messages for the media 媒體關(guān)鍵信息編纂 Brief the spokesperson 給 發(fā)言人 做簡報 Collate media queries 整理媒體 詢 問 Develop media responses through collated feedback from internal and external sources 通過 內(nèi)、外反饋意見資源信息的整合發(fā)展媒體回應(yīng) Coordinate Press Conference (if held) and media interviews 組織記者招待會（若需 舉行）以及媒體采訪 Before a potential crisis – get prepared 潛在危機(jī)發(fā)生之前 做好準(zhǔn)備 Prepare initial holding statements。 Anticipate and prepare for possible issues 預(yù)知以及準(zhǔn)備 任何可能發(fā)生的議題 Prepare Qamp。答案 Establish a strong media work 建立強(qiáng)大有力的媒體網(wǎng)絡(luò) Designate venue for press conference or briefing 選定 記者招待會或 簡報 場地 Arrange for media training of spokesperson 為新聞發(fā)言人做媒體培訓(xùn) During the crisis 危機(jī)中 CRISIS COMUNICATIONS ACTION SEQUENCE危機(jī)公關(guān)行動步驟 Page 4 Act FAST. Focus on confirmation of facts (who, what, when, where amp。著重確認(rèn)各項事實（人物，事件，時間 ，地點，原因） Funnel prepared outgoing media statements through GM and legal counsel, 通過 總經(jīng)理和法律顧問渠道 將事先準(zhǔn)備好 的 媒體陳述對外發(fā)布 Isolate the crisis. Identify affected areas and areas not affected. Prevent speculation amp。確認(rèn)受影響以及未受影響區(qū)域 ，防止臆斷以及恐慌 Quickly brief hotel staff where to channel calls 快速通知酒店員工 信息傳遞 方式 Update spokesperson on status of crisis as facts e to light 結(jié)合危機(jī)狀況事實的顯露向 發(fā) 言人 更 新信息 Assume the situation will get worse. Anticipate and prepare responses for critical questions 假設(shè)事態(tài)演變嚴(yán)重，預(yù)知并準(zhǔn)備關(guān)鍵性問題 回復(fù) Seize opportunities to reinforce positive key messages 搶抓機(jī)會去強(qiáng)化 積極的關(guān)鍵信息 Keep a media log of callers and questions 就媒體來電以及詢問做好保留日志 Manage information flow to prevent distortion of facts amp。考慮形象重建措施。鑒于危機(jī)種類的不同，危機(jī)處理的關(guān) 鍵在于正確的媒體傳呼渠道， 信息傳遞的一致性以及媒體詢問溝通的及時性。 Sales 簡 報 前廳 /接待中心 amp。A’s 問 amp。 CRO / Draft Scripts 概述 呼叫中心 /總機(jī) amp。 確保 危機(jī)反應(yīng)小組 在可以 提供重要的信息 可用信息之時能夠反饋到你 Let your respective heads of departments know the type of information you need. Explain that you need this to effectively deal with the media and