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Ch. 1 | The Crisis Primer | 1 |
Ch. 2 | Recognizing a Crisis Situation | 11 |
Ch. 3 | Anticipating Crisis is a Tool of Smart Management | 29 |
Ch. 4 | Public Opinion and Crisis: From Main Street to Wall Street | 43 |
Ch. 5 | Sound Bites: Effective Communications When "It" Hits the Fan | 61 |
Ch. 6 | What Will We Tell Our Employees? | 85 |
Ch. 7 | Managing Other Complex Crises | 103 |
Ch. 8 | Crime: A Growing Menace for Business | 129 |
Ch. 9 | Crisis and the Environment | 159 |
Ch. 10 | Weather As a Crisis Force | 179 |
Ch. 11 | This Is Hospitality? | 191 |
Ch. 12 | Preparing Managers for Crisis: Simulating and Testing | 205 |
App. A | Crisis Management Plan Template | 225 |
App. B | Crisis Web Resources | 263 |
Bibliography | 265 | |
Company Index | 273 | |
Name Index | 275 | |
Subject Index | 277 |
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