Crisis Playbooks

Every organization faces pressure—but not all pressure follows the same behavioural pattern. The Crisis Playbook Series is a modular toolkit that helps leaders understand how stakeholders think, judge, and respond in high‑stakes moments. By moving beyond surface‑level analytics, the playbooks reveal the psychological dynamics that shape reactions and expose where an organization may be vulnerable.

Each playbook provides practical diagnostics, case‑based insight, and evidence‑grounded strategies to test how well an organization’s identity and actions hold up under stress. Built on behavioural science and designed for real‑world application, the series shifts teams from reactive damage control to proactive understanding—turning moments of crisis into opportunities for clarity, credibility, and stronger decision‑making.

Economic Pressure

Economic Pressure arises when pricing decisions, layoffs, or profit-driven moves trigger public backlash. The playbook guides teams in balancing financial necessity with empathy, using transparent messaging and values-driven framing to maintain trust during tough trade-offs.

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Cultural Scrutiny

Cultural Scrutiny surfaces when a brand’s actions clash with social values, norms, or public sentiment—often around inclusion, representation, or political alignment. This playbook equips leaders to clarify intent, engage critics constructively, and rebuild credibility through authentic behaviour.

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Operational Disruption

Operational Disruption occurs when systems, services, or logistics break down—whether due to outages, delays, or internal failures. This playbook helps brands respond swiftly, communicate clearly, and restore reliability while reinforcing their identity as dependable and accountable.

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Tech/Ethical Risk

Tech/Ethical Risk emerges when AI, data, or digital systems raise concerns about fairness, privacy, or accountability. The playbook offers tools to assess ethical alignment across identity, messaging, and behaviour—helping brands respond with integrity and lead with values.

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AI Risk

Safeguard consumer trust by diagnosing how AI missteps—such as bias, opacity, privacy breaches, or unsafe outputs—can erode perceptions of fairness, transparency, and accountability. This playbook offers behavioural insights, scenario-based response strategies, and practical tools to anticipate risks, communicate with empathy, and reinforce credibility through visible safeguards and trust-centred design.

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Gen Z Scrutiny

Navigate the fast-changing expectations of Gen Z—a generation defined by its cultural influence, digital fluency, and strong values around sustainability, inclusivity, and social impact. This playbook offers behavioural diagnostics, response strategies, and real-world scenarios to manage backlash, trend fatigue, and performative activism, turning generational volatility into a trust-building advantage.

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Greenwashing

Prevent and respond to sustainability claims that outpace reality. This playbook offers behavioural diagnostics, early warning signals, and trust repair strategies to align messaging with operations, avoid performative pitfalls, and build credibility through transparency and accountability.

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Executive Misconduct

Navigate leadership scandals and ethical breaches. Reframe misconduct as a systemic trust risk—not just a reputational flare-up—and equips teams to respond with transparency, empathy, and structural reform. Through behavioural diagnostics, scenario planning, and trust repair frameworks, the playbook helps organizations protect credibility, rebuild stakeholder confidence, and embed accountability into leadership systems.

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Product Recall & Safety

Equip your organization to manage recalls with speed, empathy, and transparency. The playbook provides actionable frameworks, scenario grids, and trust‑repair strategies that help brands anticipate stakeholder scrutiny, communicate authentically, and prove accountability. By aligning identity, messaging, and behaviour, the playbook transforms recalls from reputational threats into opportunities to reinforce credibility and resilience.

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ESG Claims & Accountability

Manage the rising trust risks tied to Environmental, Social, and Governance commitments. The playbook reframes ESG not as a marketing narrative but as a structural credibility test, offering diagnostic tools, disclosure frameworks, and response strategies to anticipate scrutiny from consumers, investors, regulators, and activists. By aligning identity, messaging, and behaviour with verifiable proof, the playbook helps brands transform ESG promises into enduring trust assets.

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