Electronics giant Samsung has been in the headlines for all the wrong reasons. Its Galaxy Note 7 smartphone overheats and catches fire, creating a safety hazard for owners.
After more than a month of product malfunctions, failed replacement phones, and furious customer complaints, the U.S. Consumer Safety Board effectively forced Samsung’s hand. The Korean-based company announced a total product recall this week and is killing production of the Note 7 altogether. Its strong smartphone brand is badly tarnished. Samsung has also slashed its third quarter profit estimate.
Cases like this remind us that leaders may need to react to any number of crises – man-made or natural – that deal with stakeholder or public safety and well-being.
I addressed common reactions and behaviors to crisis that leaders need to avoid in a previous post, Crisis Leadership: Five Deadly Leader Behaviors.
If you find yourself in a major crisis situation, here’s what you need to do.