Crisis management lessons from the air-crash investigation model
Research consistently shows that organisational denial is one of the most common barriers to learning. Crisis management expert Tony Jaques explains how you can avoid falling into ‘it won’t happen to us’ mode.
When your organisation is recovering after a crisis or a damaging public issue, it’s very tempting to look for an excuse not to review what just happened, especially if management was at fault.
It’s a pretty human response, but unwillingness to learn from what went wrong is a serious mistake which blocks the opportunity to improve crisis preparedness and prevention.
The air-crash investigation model has some real lessons for issue and crisis managers, because the safety of today’s air travel is largely built on improvements resulting from an honest investigation of past failures.
