Second day, it’s a crisis!
In Panteion University we have a class, a lab actually, called Crisis Lab and it is done under Betty Tsakarestou and Mrs. Mania guidance. For the end of the semester, we’ve been told to do a crisis simulation, so they gave us an assignment, in which we had to prove that we can deal with a crisis in a “hands-on” experience. Our team was a catering company and had one significant job: through this simulation we had to act as fast as we could when we realised a crisis was near. Below you will read our steps and thoughts in order to manage the crisis.
Communication with the 2nd patient and the rest members of the meeting.
On Tuesday 10 January 2017, at 12.00 o’clock, Alma was informed by a spokesman of the Ministry of Finance for a second poisoning outbreak. A member of the delegation was complaining having the same symptoms as Mr. Vandermild, nausea, stomachaches and high fever. Immediately, we took action in order to find out the cause behind these incidents but also keep clear and unharmed the reputation of our company.
Communications:
10 January 2017 12.00–02.30 a.m.
As we had already communicate with Mr. Vandermild by following a certain procedure we decided to keep the same motif. So:
1) The patient’ s doctor: We discussed with him for the symptoms, when did they come up, how are they developing, if the patient feels better or worst while time is passing. Also, we did a comparison with the symptoms of Mr. Vandermild. Afterwards, we discussed for possible other causes that are likely to provoke this illness.
2) The patient himself: We aimed to learn about the food that he tasted in order to compare it with Mr. Vandermild’s dinner. What is more, we asked him for the general situation of his health, if he has any food allergy and if there is any other cause of his illness. Finally, we informed him for the 1st victim’s situation but we also reassured him that all the results of the checks that we have done, concerning the food, the hotel, the transportation and the hygiene systems were clear and everything moves as it should. We let him know that anything that he may need we are by his side to help him and that we would appreciated a lot if the same or his doctor could inform us about the evolution of the disease.
3) Rest members of the meeting: We came in contact with the rest members of the delegation that dined with the two patients. We inform them about their situations and for the fact that besides their doctor, our company’s doctor is by their side for any case. Additionally, we present them the results of the checks and we let them know that our company in not responsible for this incident. Finally, we asked them to inform us if they represent any symptom.
4) The police
What is more we communicated with the Greek police department; we also informed them in order to start examine and investigate the integrity of the service staff. At the same time, we contacted with the responsible of products’ receipt and preparation of the meal, mr. Orestis Papadopoulos, who reaffirmed us for the excellent condition of the menu and that the whole procedure went smoothly until and after the meeting of the delegations. Finally, we were informed by the responsible of delivery charge that our products were properly packed and after their transportation the wrappings were still intact.
