Jason, the young, energetic and new management trainee is bubbling with enthusiasm as he goes through his ‘orientation program’ in We-Make-It-Happen, Inc. On the fifth day of his ‘training’ in the Logistics department, a unit tasked with fulfilling a deliberately confusing set of functions and (ir)responsibilities, he meets with the departmental head, Tom, for the final act.

Tom: Jason, welcome on board. I hope you have been provided with a good insight into the working of this department.

Jason: Yes, indeed. I am very impressed with the variety of activities that your people are taking care of to keep the organization moving forward.

Tom: Is that so (never realized that)? Never mind the routine stuff. I will help you get prepared for crisis management, which is where we excel.

Jason: I am all ears.

Tom: Do you know what the first step is or should be in managing a crisis?