Importance of Communication While Managing Crisis

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Maldivian National University Faculty of Hospitality and tourism studies | Domino’s- Importance And Role Of Communication When Dealing With Crises| Communication In Organization|
|
Mariyam Yooma|
32198|

Bachelor of Business In Tourism Management Semester 1|

Table of Contents
Introduction
A Brief History of Domino’s.........................................................................3
The Crisis …………………………………………………………………………..3 The Role and Importance of Communication
Role of Communication……………………………………………………………3 Effective Use of Verbal Communication in Such Scenarios…………………..3 Effective Use of Non-Verbal Communication in Such Scenarios…………….4 The Importance…………………………………………………………………….4 Communication, Social Media and Public Relations…………………………………..5 The Overall Scenario and Domino’s Response

Initial Reaction………………………………………………………………………………5 Crisis Management by Domino’s………………………………………………………….6 Examples
Negative……………………………………………………………………………………..7 Positive………………………………………………………………………………………7 Conclusion: Points to Be Taken into Account from the Domino’s Scene……………8 References………………………………………………………………………………….9

Introduction
A Brief History of Domino’s
In 1960, Tom and James Monoghan purchased a home delivery pizza store named “DomiNicks” and thus Domino’s was born. Renamed “Dominos Pizza Inc” in 1965 by Tom Monoghan after becoming the sole owner, the company then proceeded towards worldwide expansion in 1983. By the year 2000 there were 6598 Domino’s outlets all over the world, had taken over the Pizza Company in 2009 and was on its way to celebrating its golden anniversary. The Crisis

Domino’s faced its biggest challenge in a public relations scenario when two employees at its outlet in Conover, North Carolina shot a vulgar prank video and uploaded it on 13th April 2009 to YouTube, one of the worlds fastest and most popular social and file sharing site. Within just three days the number of hits on the video had reached one million, and the company was in a huge public relations crisis and was facing the threats of customer loss and damaged reputation.

The Role and Importance of Communication
Role of Communication
In the case of the Domino’s crisis, it is important to remember and understand that communication plays a vital role in the outcome of such situations. A proof of that is that even the parties praising Domino’s for the way the crisis was handled, note that Domino’s took too much time i.e. forty eight hours to respond to the crisis. This was mainly due to the mistake of assuming that it will all go away if adequate time was given and not communicating with the correct people as Domino’s later found out. Effective Use of Verbal Communication in Such Scenarios

As explained by Joey Papa (2012, eHowFamily), verbal communication is important because it provides insight on a situation since clarification plays an important role in the effectiveness of dealing with a problem. In addition, if executed properly it can effectively deliver the intended information. Domino’s in this regard delayed its communication with the general public which increased public outrage and added to their concerns. Instead they were focusing on finding the perpetrators and taking action against them. Effective Use of Non-Verbal Communication in Such Scenarios

Non-verbal communication includes all types of physical and visual behavior that supports or replaces verbal communication, Mallory (2012, eHowFamily). There are various roles that non-verbal communication play while dealing with everyday life. * Repetition: it allows to repeat the verbal message

* Contradiction: can contradict or oppose the verbal message * Substitution: can replace the verbal message
* Complementing: can add or harmonize the verbal message
* Accenting: highlight or underline the verbal message
Non-verbal communication can be achieved through facial expressions, body movements, gestures, eye contact etc… Since...
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