Cinco pasos imprescindibles en situaciones de crisis

Posted on 6 noviembre, 2014

Las situaciones de crisis siempre pueden aparecer. Asumir este hecho es el primer paso para prepararse por si llega un momento complejo de este tipo. La gestión que se haga de una situación de crisis maximizará el problema o lo reducirá. Por esta razón es imprescindible gestionarlas bien para que la reputación de la organización o persona que las padecen quede lo menos dañada posible. La reputación de una organización o de una persona cuesta años edificarla, pero se puede ir al traste en pocos segundos.

Las crisis siempre son únicas e irrepetibles. Nunca se viven dos iguales. Pero en todos los casos hay una serie de pasos que ayudarán a que los ciudadanos, clientes, socios… perciban una buena gestión de la organización que la padece.

Aquí cinco pasos imprescindibles que se deben realizar para gestionar bien una situación de crisis:

Llevar la iniciativa: es imprescindible llevar la iniciativa. Reaccionar por uno mismo y no esperar a que los medios o los ciudadanos sean los que con sus reclamaciones nos hagan mover las fichas. En este último caso se estará dando la sensación que no había intención de afrontar el problema y que se ha reaccionado por las demandas ciudadanas y porque ya no había otra salida. Siempre hay que ser proactivo y no pasivo.

Dar la cara: ante una situación crítica lo primero que hay que hacer es dar un paso al frente. Jamás esconderse. En los malos momentos es más necesario que nunca demostrar la capacidad de gestionar los problemas. Hay quien piensa que lo mejor es esperar a que pase el temporal. Es un error muy grave optar por este camino y suele acabar teniendo consecuencias muy negativas.

Asumir responsabilidades: si se ha cometido un error es imprescindible asumirlo y reconocerlo. En general hay una tendencia a buscar responsables “externos”. Es fundamental hacer autocrítica y asumir lo que no se ha hecho bien.

Pedir perdón: vivimos en una sociedad en la que cuesta dar las gracias y pedir perdón. Las dos palabras son fundamentales. En el caso de que se haya cometido un error que en algunos casos afecta directamente a terceros hay que disculparse. Pedir perdón no es una debilidad es una fortaleza.

No mentir nunca: al final todo se acaba sabiendo. Y mentir “puede tener” un efecto “positivo” a corto plazo, pero acabará pasando factura y el precio será grande y pesado. Es mejor decir la verdad desde un primer momento. En esta línea también es imprescindible no ocultar información porque todo se acabará sabiendo y saliendo a la luz.

Son cinco pasos que de entrada pueden resultar muy obvios, pero suelen ser poco comunes. Es habitual que en situaciones de crisis se opte precisamente por todo lo contrario: ser pasivos, no dar la cara, no asumir responsabilidades, buscar culpables “externos” y mentir y ocultar información. ¿Les viene a la cabeza algún caso? Hay muchos. Demasiados.


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