The answer’s an exercise. Now what is the question?
We used to have a saying in the corridors of the Crisis Solutions offices ‘The answer’s an exercise, now what’s the question?’ It sounds a flippant comment, but it wasn’t meant in that way. It’s just that we have so many conversations with clients and potential clients that revolve around this answer. Allow me to share some examples:
1. We are required to run an exercise by our regulators, can you do it please?
This obviously reflects that regulated businesses have to run exercises regularly. There’s no real steer from regulators on what kind of exercise (simple, medium or complex), so we usually agree with the client to design an exercise that reflects the maturity of the crisis team.
2. We have an audit exception, can you help us resolve it?
This is slightly different from the one above. Usually the audit exception is something like ‘plans have not been tested’. As I’ve said in many blogs before, an exercise to test a plan needs to be designed as such. If the crisis team just ‘wings it’ without looking at the plan then you can’t really turn that audit item from red to green.
3. We have a new plan / structure/ team members, can you help us embed?
This one needs a more nuanced exercise - probably more like a workshop. It needs to provide the opportunity for participants to say “Wait! I don't understand. Can we pause and discuss please?” A full on crisis simulation with the pressure of phones ringing and a bombardment of problems is not what’s required here.
4. We want to be prepared for a crisis, can you help?
We like this question - it goes right to the essence of what we do. And it often comes from organisations that have one thing in common. They are best-in-class. Whether that’s in pharma, retail, distribution or entertainment, there’s no regulator telling them that they need to run a crisis exercise. The just want to be ready.
5. Can you help us do some team building.
Absolutely we can! We are running two exercises this month where the organisations concerned are trying to enhance senior management structures, or select promising management potential. It’s a fascinating area.
And finally…
6. A long time ago, in a galaxy far, far away…
…a New York investment bank asked us to run an exercise to break the crisis team. They said “We want to see which of them can’t take it.” Interestingly, that bank no longer exists!
So, apart from question 6, the answer to all the other questions is a crisis exercise!