From before we know that an incident is an unplanned interruption to a service, a reduction in the quality of a service or an event that has not yet impacted the service. A crisis is when an incident or event escalates and creates a high degree of uncertainty and ambiguity. It evokes a sense of great urgency and puts high and often conflicted values up against each other.
Crisis management in general consists of making and effecting difficult decisions under difficult circumstances. And the tasks one should perform when you find yourself in a situation of crisis, is as follows:
- Finding out what is going on and why it is happening.
- Understanding the situation and communicating it.
- Making decisions and resolving the situation given the available resources, logistical and time constraints, and the legal and democratic constraints.
- Deciding when the crisis is over.
- Learning and implementing reform from the lessons learnt.