Crisis leadership: What stakeholders need
There are a number of things that stakeholders want and need their crisis leaders to BE during a crisis: BE. If you were asked to describe what a crisis leader …
Course: High Stakes Leadership: Leading in Times of Crisis
Eight Roles Crisis Leaders Should Be Able to Assume
A great deal of material exists to describe the characteristics of effective leadership. In a course such as this, we can’t begin to explore this material to the extent that …
JetBlue and the Competitor Perspective
How would competitors be assessing the JetBlue team’s decisions as the Valentine’s Day winter storm approached the New York area? Would they have any interest in these decisions at all? …
Leadership Forged In Crisis – Ultimately, We’re Humans Providing Leadership
Leading a group of people through a crisis can be incredibly challenging, humbling, frustrating, tiring, disappointing, and the list can go on. It can also be remarkably rewarding as your …
Leading in a crisis: JetBlue and the investor perspective
All businesses that require capital to operate—just about all businesses, that is—will be watched closely by those who provided the capital. This is simply a reality of business. As the …
Revisiting Stakeholder Perspectives and Value Propositions
Let’s take a few moments and return to the stakeholders that you identified earlier for your organization. Given what you have just heard about the requirement for crisis leaders to …
A Case Study on JetBlue’s Media Crisis in 2007
A company that commences operations in the media capital of the world should recognize that great accomplishments and spectacular failures will be fully covered and shared with public—particularly the latter. …
JetBlue and the Regulator Perspective
JetBlue leadership wanted to ensure a great relationship with their governmental counterparts as they built and launched their airline. Their efforts led to an exceptional partnership for the first seven …
JetBlue and the Crewmember (a.k.a. Employee) Perspective
When JetBlue was founded, the leadership team held a strong belief that in order to provide great customer service, the company needed to hire great crewmembers (i.e., the company’s term …
Customer Perspective: JetBlue and the Valentines Day Crisis
As a company that had been built on a commitment to exceptional customer service, JetBlue leaders always felt as though they had a good sense of customer interests. As the …
JetBlue’s Attempt to Serve Stakeholder Interests During a Winter Storm: Introduction
In the following collection of activities, you will learn how JetBlue leadership engaged their various stakeholder groups as the Valentine’s Day Massacre winter storm crisis of 2007 played out. As …
Leading in a Crisis: Organizational Stakeholders
Organizations exist because of their ability to create valued goods and services that provide acceptable outcomes for a collection of stakeholders. These stakeholders, simply put, are groups of people who …
Urgency versus the tendency to wait for the facts
In the book Ulysses S. Grant: Triumph Over Adversity, 1822-1865, author Brooks D. Simpson shares this as an example then General Grant’s perspective on the crucial role of decision-making in …
Course Organization, Objectives, Outcomes
The activities presented so far in this module have been designed to give you a good sense of the topics that will be addressed throughout the course and the vital …
What Factors Contribute to a Crisis?
Crisis investigators, typically assigned by a regulatory agency to determine contributing factors and root causes of a recent crisis, always include a summary of findings in their final reports. Root …
These articles are from the online course:
High Stakes Leadership: Leading in Times of Crisis