Every crisis is a call to action.

The origin of the word – a moment of decision – resonates within anyone it touches and demands action.

The implication is that we do not come out the same as we went in.

There will be wins and losses in every response. The outcome of the crisis is always a combination – never a total victory or loss.

If we accept the limits of planning, where should we start when crisis hits?

Ask and answer these three questions before doing anything.

The Only Three Questions

  • Who's In Charge

    Crises are a time when other than normal leadership is required. “Crisis leaders” do not have to hold a title or a position. Experience helps, but it need not be a prerequisite. The crisis leader is a servant leader – someone who can motivate a broad population of experts and responders, and galvanize their vision for what needs to be done into practical action.

  • What Needs to be Done

    The crisis team brings clarity and stability to situations where there is none. They favor exploration over certainty and are willing to allow a sensemaking process to work in a way that creates a map of what is really taking place. This is why unconquerable organizations can define what needs to be done at any given time in the response.

  • Who's Doing What

    One way of organizing for good decisions and appropriate action while the crisis is ongoing is to pattern activity for the crisis team in a looping, real-time “playbook.”