Crisis management is something we all encounter at some point, often when we least expect it. Beyond all the theories and books, the reality of a crisis in practice takes on a very different dimension. The ability to remain calm, communicate effectively, and assess the situation correctly are the most critical factors in such moments.
During a crisis, instead of asking “why” or “how it happened,” the focus should be on resolving the issue. One example from my own experience dates back to the early 2000s at Istanbul Atatürk Airport. Air traffic wasn’t as intense as it is today, so some days were relatively quiet. One day, we received a radio call reporting that a truck had hit a passenger bridge.
When we arrived at the scene, we saw that the truck’s dump bed was raised as it passed under the fixed part of the bridge, and it had become stuck underneath. The front of the truck was lifted about two meters off the ground, creating a serious risk of the bridge collapsing.
Everyone was talking about what to do and how to do it. At that time, our Deputy General Manager responsible for technical operations examined the situation and listened to everyone’s opinions. Then he cleared the area, told the truck driver to focus only on him, and to follow his instructions alone. With calm, precise directives, he managed to have the truck removed without causing any major damage to the bridge. That day, thanks to the right approach and a composed attitude, the situation was resolved smoothly.
The key elements of crisis management are: staying calm, ensuring safety, maintaining effective communication, making accurate assessments, and managing the entire process efficiently. Of course, every crisis is unique and requires different strategies. However, focusing on these fundamental principles always leads to the best outcome.
The person who managed that crisis and taught us how to handle such moments was Gökhan Özber.
I remember him with deep respect and gratitude.