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Crisis Communications: The Definitive Guide to Managing the Message par [Fink, Steven]
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Descriptions du produit

Présentation de l'éditeur

The Definitive Guide to Communicating in Any Crisis

“When facing an already difficult crisis, the last thing a company needs is to make it worse through its own communications – or lack thereof. As one who has lived through a number of [business] crises and served as an independent investigator of the crises of others, I consider Steven Fink’s book to be an excellent guide to avoiding collecting scar tissue of your own by learning from the scar tissue painfully collected by others.”—Norman R. Augustine, former Chairman and Chief Executive Officer, Lockheed Martin

There are few guarantees in business today. Unfortunately, one of them is the inevitability of a crisis having a potentially major effect on your business and your reputation. When your company finds itself in the midst of a crisis, the ripple effects can disrupt lives and business for the foreseeable future if public opinion is not properly shaped and managed.

Skillfully managing the perception of the crisis determines the difference between a company’s life or death. Because in the pitched battle between perception and reality, perception always wins.

Fortunately, there is a solution. Crisis communications and crisis management legend Steven Fink gives you everything you need to prepare for the inevitable—whether it’s in the form of human error, industrial accidents, criminal behavior, or natural disasters.

In this groundbreaking guide, Fink provides a complete toolkit for ensuring smooth communications and lasting business success through any crisis. Crisis Communications offers proactive and preventive methods for preempting potential crises. The book reveals proven strategies for recognizing and averting damaging crisis communications issues before it’s too late. The book also offers ways to deal with mainstream and social media, use them to your advantage, and neutralize and turn around a hostile media environment Steven Fink uses his decades of expertise and experience in crisis communications to help you:


The explosion of the Internet and, especially, social media, has added a new layer to the business leader’s skill set: the ability to handle a crisis quickly and professionally within moments of its occurrence. Livelihoods depend upon it.

With in-depth case studies of Toyota, BP, and Penn State, Crisis Communications provides everything you need to successfully lead your company through today’s rocky landscape of business—where crises large and small loom around every corner, and the lives of businesses and management teams hang in the balance.


“Every major executive in America ought to read at least one book on crisis management. In this way, he or she might be better prepared to deal with the disasters striking organizations at an ever-increasing rate ... The question is: ‘Is Steven Fink’s book one that busy executives ought to read?’ The answer is a resounding yes.”—LOS ANGELES TIMES, FRONT PAGE SUNDAY BOOK REVIEW

Biographie de l'auteur

Steven Fink is the President and founder of Lexicon Communications Corp. (, the nation’s oldest and most experienced crisis management and crisis communications firm. In addition, he authored the bestselling Crisis Management, the first book ever written on the subject.

Détails sur le produit

  • Format : Format Kindle
  • Taille du fichier : 1165 KB
  • Nombre de pages de l'édition imprimée : 337 pages
  • Pagination - ISBN de l'édition imprimée de référence : 0071799214
  • Editeur : McGraw-Hill Education; Édition : 1 (25 janvier 2013)
  • Vendu par : Amazon Media EU S.à r.l.
  • Langue : Anglais
  • ASIN: B00BCW3WU0
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Commentaires client les plus utiles sur (beta) 4.9 étoiles sur 5 15 commentaires
6 internautes sur 6 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Why you should never "pick a fight with anyone who buys bandwidth by the geobyte" 17 avril 2013
Par Robert Morris - Publié sur
Format: Relié
I read and reviewed Steven Fink's previous book, Crisis Management: Planning for the Inevitable, and recall two chapters (13 and 14) in which he explained "controlling the message" and "handling a hostile press." What we have in this brilliant volume is all that Fink knew then and has since learned about effectively responding to these two challenges. As he observes, the two chapters were written "before the Internet explosion and the advent of never-ending 24/7 news cycles, cell phone videos, the runaway profusion of still emerging social media, ever-lurking-in-the-bushes paparazzi, blogs and websites devoted to 'gotcha' journalism, and electronic mob-mentality consumerism/activism." So, Fink needed to update and expand the material in those chapters to accommodate the major developments to which he refers.

Here is a partial list of the key issues he addresses. Please imagine that each is preceded by "How to...."

o React immediately to a crisis
o Articulate an appropriate response that is (key word) truthful
o Manage both internal and external perceptions of the facts that are known
o Avoid the most common mistakes
o Defer assignment of blame to focus on resolving the given crisis
o Shape the communication updates to stakeholder segments as well as media
o Deploy spokesperson(s)
o Manage social media
o Cope with crisis-induced stress
o Prepare for and (when appropriate) conduct post-crisis evaluation

Years ago, when Ann Mulcahy was named president and CEO of Xerox, she asked several of her closest friends and mentors for suggestions. She said the best advice she received was that she had three tasks: "Get the ox out of the ditch, find how it got in the ditch, and then make certain that it never happens again."

Keep in mind, Fink's focus in this book is on the communications portion of a much more comprehensive process that also includes contingency planning, for example, and allocation of readily available resources. He cites dozens of corporate exempla (for better or worse) of real-world crisis communications that include (in alpha order), Audi, Avery Denison, Bank of America, BP, Firestone Tire & Rubber, Johnson & Johnson/Tylenol, Pennsylvania State University/Paterno & Sandusky, PepsiCo, Susan B. Komen for the Cure, Toyota, and U.C.L.A. School of Medicine's Neuropsychiatric Institute. Don't expect a provision of silver bullets, recipes, quick fixes, etc. Rather, Fink creates a mosaic of especially important do's and don'ts for those who need an expert (if not "the definitive") guide for "managing the message" during a crisis.

I wish to conclude this brief commentary with three observations of my own. First, I strongly recommend that both of Fink's books be read in tandem. Crisis Management creates a context, a frame-of-reference, for Crisis Communications and the latter should be viewed as an update and expanded coverage of the material in Chapters 13 and 14 in Crisis Management. Also, it is impossible to over-prepare for a crisis, whatever its nature and extent may prove to be. Meetings convened should identify the 3-5 worst possible crisis and then focus on what to [begin italics] do [end italics] if one occurs. Finally, in that event, speed is imperative and truth is the currency of the realm. I agree with Steven Fink: "Don't hesitate. Rise to the occasion and take charge of your crisis with confidence, conviction, and character."
1 internautes sur 1 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Not Just a Title for Business 22 mars 2013
Par Ellen Bremen - Publié sur
Format: Relié
I teach college-level interpersonal communication and know that this book is going to be a new in-class resource. The goal of Crisis Communications is to guide professionals who are in the throes of damage control over an incident (whether it is their fault or not). I know I can automatically utilize it for higher-order case studies and examples to challenge my students on properly messaging disasters with Fink's clear guidelines. I don't currently have a resource that enables me to take students into that level of thinking from a business perspective. I believe this book has even wider application, however, to teach about conflict management, proper assertive messaging, taking responsibility, and the ramifications of blame even in day-to-day interactions, both personal and professional. Bravo on a sole title that captures such a complex and vital topic.
1 internautes sur 1 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 For a change we have something new and transferable in Management writing 17 novembre 2013
Par Geoffrey De Lacy - Publié sur
Format: Relié Achat vérifié
it's core focus is on implementation
Therefore it provides the full picture.
So it is very comprehensive and very useful. It is well written, clearly structured and easy to assimilate.
I have bought copies for colleagues.
I do this rarely
5.0 étoiles sur 5 BCOM695 2 novembre 2014
Par Scott - Publié sur
Format: Format Kindle Achat vérifié
This is a review of Crisis Communication: The Definitive Guide to Managing the Message by Steven Fink. The target audience of the book is written for anyone who has the task or the possibility of being a crisis communicator; college students and people in the work force. The strengths of the book are that it is a well written and a clearly structured book, which gives actual examples of successes and failures in crisis communications. The weakness of the book is that it tends to ramble on about the Penn State scandal a bit too much. I recommend this book because it is a great reference tool for anyone responsible for crisis communication. I even bought a copy of it for my boss so that he can learn from Mr. Fink.

It also discusses some of the greatest successes and failures of crisis communication in recent history. It also tells what to do in the event of media coverage from everything from a small accident to a fatality. Also, it gives people the knowledge to be able to decide right and wrong and know the difference. This book helps people understand the meaning of a crisis and how to use the skill of communication to get through it.

The book gets a bit too involved with the Penn State/ Jerry Sandusky scandal; however the author does disclose that he is an alumnus.

Most responses to this book characterize it the way it is: a great reference book for crisis communicators. Others also say that it is a very useful book and I have to agree. This book expanded my knowledge much more about different crises and how to get past them.

I would recommend this be on the desk of every Risk Manager in the nation, college students in the business/communication field, and many others that have crises in their work life
1 internautes sur 1 ont trouvé ce commentaire utile 
4.0 étoiles sur 5 Good information 25 mai 2013
Par Lisa M. - Publié sur
Format: Relié Achat vérifié
Some of this is new and some of it is review, but it's good to keep up with the trends so you know what's going on. It's good professional development for anyone working in Public Relations.
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