危机沟通原则 - 图文(8)

仅供内部流通 12 October 2005 Section 5 Date 日期 Dear Guest, 亲爱的来宾， Welcome to (hotel)! 欢迎来到（酒店）！ It is a pleasure to have you staying with us. 很高兴您入住我们酒店。 Further to the recent media reports concerning the occurrence of Avian Flu, we would like to advise you that we have implemented safety measures to ensure that the food served in our hotel is free from risk. 继有关禽流感事件的最新媒体报道之后，我们希望您知道，酒店已经执行了安全措施，能够保证在我们酒店提供的食品是毫无危险的。 As always, our top priority at InterContinental Hotels Group is to ensure the health and well being of our hotel guests. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have regarding the avian flu situation in the (region/area/hotel). 一直以来，洲际酒店集团将确保客人的身体健康放在我们首要的工作重点。我们在酒店中实施食品和环境卫生的最高标准。除了这些严格的标准之外，我们还采取了防范措施，减轻酒店任何客人对（区域/地区/酒店）内禽流感状况的顾虑。 These measures at our hotels in (region/area/hotel). include: 在（区域/地区/酒店）的酒店中，这些措施包括： ? Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. The poultry used in our dishes is from countries not affected by the bird flu. (if appropriate) OR ? 家禽及家禽相关产品仅从非感染国家进口，如美国、欧洲和澳大利亚等。我们菜肴中使用的家禽来源于未受禽流感影响的国家（适用情况下）。或者 ? Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities ? 家禽及家禽相关产品由获得相关当局鉴定合格的知名且可靠的供应商提供 ? All poultry served is well cooked. ? 所有供应的家禽均充分煮熟。 I would like to assure you that our hotel’s stringent health standards are in line with those recommended by the health authorities (local market to confirm and amend this where appropriate) 您尽可放心，我们酒店严格的健康标准与有关卫生机构（可根据当地实际情况进行确认和修改）推荐的标准完全一致 Should you have any questions or require more information during your stay, please do not hesitate to contact myself or a member of our team. ? 2005 INTERCONTINENTAL HOTELS GROUP Crisis Communications Manual Page 34 仅供内部流通 12 October 2005 Section 5 如果您在入住期间有任何疑问或需要更多信息，请随时与我本人或我们的团队成员联系。 Thank you for choosing to stay at (hotel). 再次感谢您选择入住（酒店）。 Kind regards, 您诚挚的， General Manager 总经理 ? 2005 INTERCONTINENTAL HOTELS GROUP Crisis Communications Manual Page 35 仅供内部流通 12 October 2005 Section 5 Fax/Memo 传真/备忘录 To: 致： From: 自： Date: 日期： Re: Avian Flu 主题： 禽流感 Avian Flu has been in the news and I’m sure on everyone’s minds. There is no cause for undue concern, the medical authorities have been vigilant at all the hospitals and at the airport to protect the public at large. I would like to provide some information so we can continue to protect ourselves and our guests. 禽流感已在新闻中播出，相信各位均已对此有所知晓。目前没有理由需要过分担心，医疗当局在所有医院和机场一直保持警惕状态，以保护所有公众。我想在此提供一些信息，使我们能够继续保护自己和酒店的客人安全。 The first thing to do is get the facts. Not all flu-like ailments are Avian Flu. Please check with your doctor, your clinic, the local health authorities, newspapers and websites to remain informed and knowledgeable. 首先需要了解事实情况。并非所有类似流感的病征都是禽流感。请与你的医生、诊所、地方卫生当局、报纸和网站确认，获取充分信息和知识。 Those suffering from bird flu usually have symptoms of normal human flu such as fever, cough, muscle ache, runny nose and sore throat. At an early stage, it is difficult to tell which infection is responsible for the symptoms, but the bird flu appears to be more aggressive than normal flu in causing pneumonia. 患有禽流感的人群通常有正常人类流感的症状，如发烧、咳嗽、肌肉疼痛、流鼻涕和喉咙疼等。在患病早期，很难区分造成这些症状的病因，但是禽流感似乎比普通流感更容易导致肺炎。 Bird flu appears to be spread through close contact with live infected poultry. There is no evidence to show it can be spread through the eating of processed poultry products or eggs from affected areas, or from one human to another. 禽流感是通过亲密接触活的感染家禽进行传染的。没有证据显示禽流感会通过食用经过加工的来自感染区域的禽类产品或蛋类传播，或从人传播给人。 What should you be doing if in contact with a person with Avian Flu: 与禽流感病人接触时你应当做什么： ? Notify your doctor if you have been in close contact with a person with Avian Flu ? 如果你在一段时间内一直与禽流感病人有亲密接触，应通知你的医生 ? Monitor your health for 10 days after your contact and minimize contact with others ? 接触后观察你的健康状况10天，并尽量减少与其他人的接触 ? If symptoms develop, call your doctor ahead of your visit so they can make adequate preparations ? 2005 INTERCONTINENTAL HOTELS GROUP Crisis Communications Manual Page 36 仅供内部流通 12 October 2005 Section 5 ? ? ? ? ? ? ? 如果症状逐步显示出来，先致电给你的医生，再去看病，以便他们做好充分准备 Wash your hands frequently and for at least 60 seconds with antibacterial soap and warm water. 频繁洗手，洗手至少保持60秒钟，并使用抗菌肥皂和温水。 Dispose of any tissues or articles that come into contact with your nose, mouth, throat or eyes. 处理与你的鼻子、嘴、喉咙或眼睛接触过的任何纸巾或物品。 Clean and sanitize children's toys 清洁并消毒儿童的玩具 How to avoid getting this disease: 如何避免患病： Persons should use good hygiene to minimize the spread of communicable diseases: 人们应当通过良好的卫生习惯将传染性疾病的传播降到最低： ? Frequent hand washing ? 频繁洗手 ? Proper disposal of used tissues or other articles that have come in contact with your nose, throat, mouth or eyes. ? 正确处理与你的鼻子、嘴、喉咙或眼睛接触过的任何用过的纸巾或其它物品。 ? Avoid direct and close contact with ill persons ? 避免直接和亲密接触病人 What we must do to comfort our guests and co-workers: 我们必须采取哪些行动，让我们的客人和同事放心： ? Wash your hands – often, or apply sanitizing lotions or towelettes. ? 洗手――经常、或使用消毒剂或小毛巾。 ? Room attendants to use gloves to change used guest towels and empty rubbish bins. ? 客房服务员佩戴手套更换客人使用过的毛巾和清空垃圾箱。 ? Room attendants to continue to sanitize door knobs, room tumblers, mugs, telephones, desk surfaces, and entire bathroom. ? 客房服务员继续清洁门把捏手、客房玻璃杯、杯子、电话、台面和整个洗手间。 ? Launder used towels and bed linen every day. ? 每天清洗用过的毛巾、被单和枕套。 ? Avoid rooms where you hear sneezing or coughing and allow an hour after guest leaves before entering room. ? 避免进入你听到有打喷嚏或咳嗽的客房，并在客人离开一小时后才进入。 If an issue or concern should arise at our hotels, follow these steps to protect the well being of the affected guest, employees and patrons of the hotel: 如果在酒店发生问题或疑似情况，遵照以下步骤保护受影响的客人及员工的健康： ? Notify the General Manager, who in turn will notify Simon Loh, Director of Risk Management ? 通知总经理，他将随后通知危机管理总监Simon Loh ? The General Manager will be the point person and only spokesperson to respond to media. Questions on Avian Flu will be directed to AP.corp.comm@ichotelsgroup.com ? 总经理将成为酒店的联系人和应对媒体的唯一发言人。有关禽流感的问题将被转发至 AP.corp.comm@ihg.com ? Follow recommendations from the health department. ? 遵照卫生部门的建议。 ? 2005 INTERCONTINENTAL HOTELS GROUP Crisis Communications Manual Page 37 仅供内部流通 12 October 2005 Section 5 ? ? ? ? ? ? Do not release the details of any guest or employee affected 不要公开任何受感染客人或员工的详细情况 Be prepared to support the guest or employee with family calls and information. 做好准备，为客人或员工提供家人来电和咨讯方面的支持。 Follow all Company procedures for reporting incidents. 遵照报告事件的所有公司程序。 This memo is for your information only. 此备忘录仅供参考。 Thank You for your co-operation. 感谢您的合作。 ? 2005 INTERCONTINENTAL HOTELS GROUP Crisis Communications Manual Page 38