Leadership Skills for Change Management: Crisis Management

Vocabulary flashcards covering the concepts of crisis vs. risk management, stages of crisis response, essential crisis leadership behaviours, and assessment deliverables.

Risk Management

Anticipating what might happen before a potential disruption occurs.

Crisis Management

Responding when an actual disruption occurs and requires immediate action.

Pre-Crisis: Preparation

The first stage of crisis management, which involves identifying threats and vulnerabilities, developing contingency plans and response procedures, and training employees to establish responsibilities.

Crisis Response: Managing the Crisis

The second stage of crisis management, focusing on protecting people, limiting immediate harm, making decisions under pressure and uncertainty, and coordinating actions and communication.

Post-Crisis: Recovery and Learning

The third stage of crisis management, centered on restoring operations, rebuilding trust, evaluating response effectiveness, and identifying lessons to implement improvements.

Humility (Crisis Leadership Behaviour)

A key crisis leadership behaviour defined as acknowledging uncertainty and recognizing that leaders do not have all the answers.

Transparency (Crisis Leadership Behaviour)

A key crisis leadership behaviour defined as communicating openly about what is known, what remains uncertain, and what is being done.

Urgency (Crisis Leadership Behaviour)

A key crisis leadership behaviour defined as acting promptly to protect people and address immediate threats, even when operating with incomplete information.

Shared Responsibility (Crisis Leadership Behaviour)

A key crisis leadership behaviour defined as involving others, drawing on their expertise, and coordinating collective action.

Scenario A (Crisis Leadership in Practice)

A crisis scenario where several guests at a five-star luxury hotel gala dinner suddenly report severe gastrointestinal symptoms, one guest is hospitalized, and the cause remains unknown.

Scenario B (Crisis Leadership in Practice)

A crisis scenario where a five-star luxury hotel suffers a major IT outage during peak check-in time, blocking access to reservations and guest details while lobby queues grow.

Assessment 1: Individual Reflection

A 2-minute individual submission connecting project experiences to personal leadership development, covering key interview takeaways, self-learning, and targeted future developmental actions.

Assessment 1 Submission Deadline

Monday 26th October 2026 at 10:00 (Swiss Time), uploaded to Turnitin.

Assessment 1: Peer Review Submission

A submission requiring students to evaluate the contributions of each group member and include a brief self-evaluation of their own contribution.

Peer Evaluation Form Rating Scale

A 1–4 evaluation scale where 1 represents strongly disagree, 2 represents disagree, 3 represents agree, and 4 represents strongly agree.

Podcast Structure: Introduction

A 1-minute segment that introduces the topic's relevance, outlines team members and their roles, and explains the interviewee's professional background and value.

Podcast Structure: Key Insights from the Interviews

A 4-minute segment presenting 2–3 major interview themes supported by quotes or examples, explaining their significance from a leadership and change perspective.

Podcast Structure: Connecting Findings to Literature

A 3-minute segment linking interview findings to course concepts and models while highlighting similarities or contradictions between real-world practice and theory.

Podcast Structure: Recommendations & Conclusion

A 2-minute concluding segment providing practical leadership recommendations based on findings and summarizing the primary takeaway of the project.

Next Lesson Topic (Lesson 8)

Listening & Communication Skills.