Dissertationen zum Thema „Crisis Consultant“

As the risk society has evolved, crisis management has become significant in order to survive a crisis. Crisis consultants have an important role in the risk society and organizations expects a whole lot from the profession. There is a gap in the research about the perceptions of crisis consultant’s role and expectancies in the risk society. Additionally, there is no research connected to the impact of the ongoing Covid-19 pandemic on the profession of crisis consulting. The study aims to explore the crisis consultants view of and their role in the risk society. It also seeks to investigate how the crisis consultants have adapted to the Covid-19 pandemic. The study has been conducted through a qualitative case study consisting of various crisis consultants from diverse consultancies. The primary data consisted of eight semi-structured in- depth interviews. Crises in the risk society has become more complex due to the developing technology which has had an effect on the dispersion of information and personal exposures. Crisis consultants are expected to act as change agents who provides an outside perspective and pushes the client forward during crises. The Covid-19 pandemic has had no effect on the types of crisis and neither on the processes used by the crisis consultants. The shift lies within tools and certain procedures where social distancing and digitalization has become the new standard. Although the alterations have been challenging in some situations, the crisis consultants have still managed to fulfill their tasks and increase their workload.

Problem  Crisis management has never been as important as it is today. Considering that criticism is being spread in a fast pace through social media, the reputation of an organisation can quickly be damaged. Several organisations however lack internal knowledge about crisis management. The majority of the previous research about crisis management has been conducted from the organisations’ perspective. There is however relatively little research done from an external actor’s role in supporting an organisation in crisis. Purpose  This study aims to contribute in the crisis management and communication field by investigating how an external actor can support an organisation in crisis. Method  The study was conducted through a qualitative single case study of crisis management support provided to firms by one external actor, a PR-agency. Primary data for the case was collected from six semi-structured interviews. Conclusion  External actors are a suitable helping hand in crises because they possess experience and knowledge in media and crisis communication and can view the situation objectively. Crisis consultants support their clients by providing a response strategy that is built on being honest and open. Proactive and post work are not prioritised by clients but are highly important for crisis preparedness and building a strong reputation. Social media is a standard part of today’s crisis communication but is also a demanding channel that creates incentives for hiring external support.

Introducción: La agresión sexual es un acto de violencia, está tipificada como un delito y su origen se halla en una estructura social basada en la noción de dominación masculina. La Asamblea Mundial de la Salud, en 1996, declaró la violencia uno de los principales problemas de salud pública en todo el mundo. Con esta premisa, junto a una serie de estrategias de coordinación entre las instituciones y servicios públicos, como el sanitario, el social, el policial, el educativo y el judicial, se pretende el abordaje de la violencia de género en Barcelona. El resultado de tal estrategia es la centralización de la asistencia sanitaria a mujeres que han sufrido una agresión sexual en un hospital concreto de dicha ciudad, de forma urgente y ambulatoria. Todo ello lleva a la comprensión de la agresión sexual como fenómeno social, y como tal, susceptible de ser analizado desde la perspectiva antropológica. Objetivos: Pretendemos establecer si se produce un proceso de medicalización de la agresión sexual por el hecho de atender en un centro de salud (mental) a mujeres que han sido agredidas sexualmente, indagar en la conceptualización de las informantes sobre la agresión sexual y determinar si el tipo de relación profesional-paciente, entendida como una forma de interacción social, tiene repercusiones morales, emocionales y/o terapéuticas en las mujeres. Metodología: hemos utilizado una metodología cualitativa, principalmente la observación etnográfica, la observación participante, la observación enfocada dentro de la consulta individual y en la terapia grupal y la realización de entrevistas en profundidad a pacientes y profesionales. La toma de notas de campo y el uso de grabadora para las entrevistas en profundidad han dado soporte a la observación. Resultados: se establece un proceso de medicalización de la agresión sexual a través de los dispositivos asistenciales de salud. Simultáneamente, se produce un grado de medicalización/desmedicalización a nivel de la interacción profesional-paciente definido por una doble conceptualización de la agresión, un problema social y de salud, y de la noción en la que basan su relación, la confianza, entendida como una intersección entre el tipo de confianza propia de los sistemas expertos y de la relación entre individuos. Esta forma de interacción contribuye a la reasignación de la culpa desde las mujeres víctimas de agresión sexual a los agresores. Finalmente, y en relación a la conceptualización de las mujeres sobre la agresión, destaca la relevancia de la sexualidad en su identidad. Su invasión supone una rotura de sus vidas.
INTRODUCTION: Sexual assault is an act of violence and it is typified as a crime. The roots of this form of violence can be tracked back to a social structure which is based on masculine domination. In 1996, the World Health Assembly declared violence as one of the main public health problems worldwide. Based on that premise, a whole range of coordination strategies have been implemented in Barcelona between several institutions from the health, social, police, education and judicial services. As a result, women who have suffered any form of sexual assault can be attended to in a centralized way from a single hospital, both in the emergency and outpatient services. The above described strategy leads to an understanding of sexual assault as a social phenomenon which is, as such, susceptible to be analysed from an anthropological perspective. OBJECTIVES: This thesis has three main aims. First, it seeks todiscern whether sexual assault is being medicalized or not, as women are being visited in a mental health centre. Second, it aims to find a deeper understanding of the women’s own conceptualisations of the assault. Third, it looks at the moral, emotional and/or therapeutic outcomes of the professional-patient relationship, which is understood as a form of social interaction. METHODOLOGY: In order to achieve the research aims, a qualitative approach has been used, based on ethnographic and participant observation during both the patients’ individual consultations and in their group therapy sessions. Furthermore, the conduction of in-depth interviews with patients and professionals has been undertaken. Extensive note-taking during the fieldwork period and the use of a tape-recorder for the in-depth interviews have been crucial to support the observations. RESULTS: A medicalization process of the sexual assault has been established through the healthcare delivery facilities. Concurrently, there is a degree of medicalization/demedicalization at the level of the professional-patient interaction. This is defined by a double conceptualisation of the assault as both a social and health problem, as well as by the notion of trust, on which the professional-patient interaction is based. Trustin this setting is understood to be an intersection between the type of trust of the expert systems and that which belongs to the relationship between individuals. This particular form of interaction contributes to the re-assignation of the guilt from the victims of the assault towards its perpetuators. Finally, and related to the women’s conceptualisation of the assault, the significance of sexuality in their identity becomes crucial. The invasion of this area, therefore, means a rupture of their lives.

Dissertação de Mestrado em Comunicação Social - vertente Comunicação Estratégica
O surgimento e crescente uso das redes sociais online fez com que as organizações perdessem o monopólio das mensagens difundidas sobre si. Os utilizadores veem nestas plataformas uma oportunidade de iniciarem diálogos com as organizações, que podem resultar de experiências negativas com produtos ou serviços. As organizações procuram saber o que é dito sobre si online, visando mitigar assuntos que podem evoluir para situações de crise. Com a pergunta de partida: “qual a importância atribuída pelos consultores de comunicação em Portugal à monitorização de redes sociais online na prevenção de situações de crise nas organizações?” esta investigação visa compreender a monitorização de redes sociais online como ferramenta de prevenção de situações de crise nas organizações, na perspetiva dos consultores de comunicação em Portugal. Recorreu-se ao método indutivo, realizando-se sete entrevistas semiestruturadas em profundidade a consultores de comunicação em Portugal e uma pesquisa e análise documental a conteúdos escritos, visuais, e multimédia de websites da especialidade, seguindo-se a análise interpretativa dos resultados. Através das técnicas de recolha e técnica de análise foram identificados e analisados 23 softwares de monitorização de redes sociais online. Concluiu-se que os consultores de comunicação em Portugal veem a monitorização de redes sociais online como uma importante ferramenta de prevenção de situações de crise nas organizações, ao considerarem imperativo que as organizações estejam atentas ao que é dito sobre si online.
The rise and increasing use of online social networks has caused organizations to lose the monopoly on the messages spread about them. On these platforms, users see an opportunity to initiate dialogues with organizations, which may result from negative experiences with products or services. Organizations seek to know what is said about themselves online, in order to mitigate issues that can evolve into crisis situations. With the starting question: “what is the importance attributed by communication consultants in Portugal to the monitoring of online social networks in preventing crisis situations in organizations?” this investigation aims to understand the relationship of online social networks monitoring as a tool for preventing crisis situations in organizations, from the perspective of communication consultants in Portugal. The inductive method was used, conducting seven semi-structured in-depth interviews with communication consultants in Portugal and a documentary research and analysis of written, visual, and multimedia content from specialized websites, followed by an interpretative analysis of the results. Through both the collection and the analysis techniques, 23 online social networks monitoring softwares were identified and analyzed. We concluded that communication consultants in Portugal see online social networks monitoring as an important tool for preventing crisis situations in organizations, as they consider it imperative that organizations pay attention to what is said about themselves online.
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(in English) The aim of this work is to perform an in-depth analysis of the workplace of the children's crisis line - Linka bezpečí, focusing on the work of consultants with repeat callers of this line. The chosen subject was processed by a quantitative method (finding the number of calls with long-term clients on the crisis line during the six-month period, the duration of these calls, the topics that repeat callers bring to the calls on the line, etc.) and the qualitative method - organization a focus group with Linka bezpečí line's staff to find out their potential to work with long-term clients. The main result of the thesis is a summary of the findings, which make the work with the long-term calling clients easy for the workers and which, on the contrary, make it difficult, along with practical tips for practice.

The thesis Safety line workers mental hygiene deals about psychohygiene of consultants, who provide crisis intervention to children and adolescents over the phone. Topics such as mental hygiene and phone crisis intervention are elaborated in the first part of the thesis and the Safety line organization is discussed in detail as well. An empirical part of the thesis deals about types of psychohygiene which are used by the Safety line consultants. It has been discovered, that the Safety line workers use forms of psychohygiene, which the organization has to offer. A chance to discuss specific problems with shift team lead is mostly appreciated by them as well as the fact, that there are teams at the Safety line therefore consultants are not alone for solving issues. Hypotheses used for discovering the connection between socio-demografic entries and psychohygiene haven't been rejected except one. The only hypothesis, which could be rejected, was related to the lengths of practice at the Safety line and level of mental balance. The goal of this thesis was to chart methods of mental hygiene of the Safety line workers and thus to show them ways, how to nurture themselves and how to reach mental equilibrium while working for the Safety line.

As the financial crisis hit the Portuguese banks, the profitability of the whole sector squeezed to historical minimums. Reinventing the banking business model in the post-crisis context is an overriding issue to achieve sustainable profits and a low cost-to-income ratio. We propose banks to adopt a true multichannel approach, proceeding to a branch network reformatting and a relocation of services to online channels; adopt a true customer-centric approach and reduce the product and services portfolio complexity; finally, industrialize operations and rationalize the structure. With these measures in place, Portuguese banks will become leaner and more efficient, aspiring to a cost-to-income ratio below 45%.
NSBE - UNL

碩士
龍華科技大學
商學與管理研究所
97
Since 2008 the global financial crisis started in the U.S. Lehman Brothers that the forth largest investment bank in the U.S. declared bankruptcy. Bank of America acquired Merrill Lynch, the third largest investment bank in the U.S., by as low as 50 billion dollars. AIG, the largest insurance company in the world, is also in jeopardy. Governments and financial institutes worldwide have brought up solutions tried to decrease the impact and severity. The aim of this study is to explore how banks manage the crisis and maintain the service quality, also discuss the relation between customer satisfaction and loyalty. As a financial service firm, face the crisis as well as manage it, furthermore, ensure the service quality in a certain level are the fundamentals to stabilize customer confidence and loyalty. Applying crisis management and utilizing the reputation of good will to develop a niche market in order to capture customer attention. This paper focuses on the service quality and crisis management of retail banking institutions. The empirical study chose investors to respond the questionnaires, then used SPSS method to analyze the data, reliability, validity, factors and path to confirm the result of hypotheses. The finding is, when facing the financial crisis, service quality and crisis management toward to customer loyalty is negative correlation. However, if the situations are handled well, it improves customer satisfaction and will enhance customer loyalty and purchasing intention, therefore it is positive correlation. Customer satisfaction is essential to financial service institutions since it generates customers’ loyalty. According to this empirical study, there are two conclusions as follows, (1)Service quality and crisis management determine customer satisfaction. (2)Customers’ satisfaction and trust are key factors of customer loyalty.

Em qualquer setor ter uma estratégia bem definida é um fator chave para o sucesso de qualquer organização. Especificamente no setor dos sistemas de informação, tão volátil e altamente afetado pela conjuntura atual, torna-se ainda mais significativa a estruturação duma estratégia empresarial. Assim sendo, este caso de estudo tem como objetivo a realização de uma estratégia de negócio para a Inner Join Consulting, uma consultoria de sistemas de informação, que iniciou a sua atividade em 2010, plena crise económica. Este caso está dividido em três partes: o Caso de Estudo, a Nota Pedagógica e a Resolução do Caso. No Caso de Estudo faz-se uma introdução ao conceito de ERP, uma descrição do setor, a nível global e em Portugal, e da empresa. Na nota Pedagógica faz-se uma síntese do conceito de estratégia e de todos os aspetos relevantes para a formalização duma estratégia empresarial, através de referências bibliográficas já existentes. Finalmente, na Resolução do Caso é efetuada uma análise externo do mercado e uma análise interna da empresa, proporcionando todas as ferramentas necessárias para a formulação da estratégia e caminho a seguir. O objetivo final desta tese é proporcionar um maior entendimento no âmbito da estratégia empresarial, permitindo ao público-alvo analisar, através de ferramentas de gestão específicas, todas as variáveis, sejam elas internas ou externas à empresa, e delinear uma estratégia de negócio apropriada para a empresa.
In any industry, having a well-defined strategy is the key to the success of any organization. Specifically in the information technology industry, so volatile and highly affected by the current economic situation, it becomes even more significant to structure a business strategy. Thus, this case study aims to carry out a business strategy for Inner Join Consulting, an information system consulting, which started its activity in 2010, at full economic crisis. This case is divided into three parts: the Case Study, the Pedagogical Note and the Case Settling. In the Case Study there is an introduction to the ERP concept, a description of the industry, globally and in Portugal, and of the company. In the Pedagogical Note there is an overview on the strategy concept and all aspects relevant to the formalization of a business strategy through existing references. Finally, in the Case Settling is carried out an analysis of the external market and an internal analysis of the company, providing all the tools needed to formulate the strategy and way forward The ultimate goal of this thesis is to provide a greater understanding within the business strategy, allowing the audience to analyze, through specific management tools, all the variables, whether they are internal or external to the company, and outline an appropriate business strategy for the company.

碩士
淡江大學
企業管理學系碩士在職專班
99
The main purpose of this study is trying to find the relationships among adversity quotient, job stress and life satisfaction of the retained financial consultants experiencing the 2008 financial tsunami crisis. After the crisis, financial consultants need to be ready to overcome the challenges such as the fluctuation of investment environment and related rules, the trust reconstruction between investors and consultants and the incentive condition. This study focuses on retained financial consultants experiencing the 2008 financial tsunami crisis, and tries to explore the relationships among adversity quotient, job stress and life satisfaction. Using job stress as a mediator variable analyses the moderating effect of adversity quotient and life satisfaction. After the empirical research, the major findings as follows: 1.The adversity quotient for retained financial consultants experiencing the 2008 financial tsunami crisis has a ngative effect on the job stress. 2.The job stress for retained financial consultants experiencing the 2008 financial tsunami crisis has a negative effect on the life satisfaction. 3.The adversity quotient for retained financial consultants experiencing the 2008 financial tsunami crisis has significant effect on the life satisfaction. 4.The job stress for retained financial consultants experiencing the 2008 financial tsunami crisis has some moderate effect on adversity quotient affects the life satisfaction.

This work deals with the topic how to help the over-indebted clients. The theoretical part describes the term over-indebtedness, its forms and the ways of help provided to the people with such problems. The closer interest is put on how these people can be helped by social work, which methods are suitable and relevant to this type of work and how these methods are defined in specialized literature and corresponding legislation. The practical part of this work focuses on the form of help to these people within a specific organization that provides social services and works for the over-indebted clients. Using some case studies the work describes some particular cases and methods of work which were applied. Concerning the methods of work with these clients, the thesis describes the elements of Logotherapy and Existential Analysis which are used by social workers while working with their clients. Further on, the thesis describes the social workers' attitudes, their experiences with their clients and points out some existential questions they deal with, especially from the perspective of Logotherapy and Existential Analysis.

The thesis bearing the name "Calls With Sexual Themes On The Safety Line" in its theoretical part first briefly describes history of telephone crisis intervention in the Czech republic and also in the world, then focuses on sexual development of the child, expert advices how to effectively talk to child about sex and finally on calls with sexual themes on the Safety Line where is used of statistical data of the organization. The theoretical part is followed by a survey consisting of two separate parts: 1) questionnaires which were distributed to the consultants of the Safety Line in category I.- III.; 2) personal interviews conducted with selected consultants. The questionnaires focused on sexual themes of the calls on the Safety Line more generally, in contrary individual interviews examined more specifically what are primarily the feelings of consultants when they are talking with children about sexual topics, which kind of calls are most difficult for them and what is their help during these tough calls. Here it is worth to note that in the interviews there weren't discussed concrete calls with real children's clients, the discussion was just about the different types of calls because of prevention of the damage to the interests of the clients or organization. The thesis aims to summarize the...