危機管理的案例討論

Cases Discussed of Crisis Management

世界無時無刻地在變化，變遷是這世界的特徵，也是危機的根源，唯一因應之道乃是要有危機意識，因為危機來的比我們想像的快，故需隨時做好與危機共舞之準備。「危機」就是「轉機」，端視管理者是否熟知危機管理四階段，在每階段中緊急快速之危機處理關係著危機是否變為轉機亦或變為另一更大的危機？本文到舉四個大家耳熟能詳之案例有：911事件、邱小妹人球事件、喬丹快閃與NIKE危險風暴、台北市捷運跨年意外等，來討論危機處理錯誤的代價及迅速明確的處理促使危機變為轉機，不同之案例希能有助於護理管理者在護理實務上危機管理與危機處理之能力。

Everything undergoes structural shifts from day to day. Any kind of change can become not only a distinguishing feature, but also a source of crisis. The only way to respond to this is to maintain crisis awareness, since crises can develop faster than we imagine. Sound preparation for any manager should therefore involve planning to deal with a crisis that might arise at any time. A crisis could be a turning point for a positive form of change; this will depend on maturity of attitude and sound familiarity with the four stages of crisis management. in each stage, we should consider whether urgent and rapid action might truly create a positive opportunity, or actually make the situation worse. This article discusses the cost of errors in crisis management and the benefits of prompt, positive action in relation to the different examples established by four well-known cases. it is hoped that these will benefit nursing managers by improving crisis management skills in clinical practice.