Crisis management in shopping centers: Why you can’t think it will never happen to you

When the unthinkable occurs reactions need to be fast, communication clear and the crisis handled with clear purpose and confident authority to minimise impact and potential danger to life.

But how can you do that before panic sets in and maintain control in a situation that you never dreamt that your organisation might face?

Having preventative measures with a strong plan that helps to define an emergency, who to inform when it happens – such as local security or the police – and solid actions to take are good starting points. Such information needs to be clear and quickly accessible.

Martyn’s Law aims to bring home the point that size doesn’t matter and to scale up preparation in the UK for terrorist attacks in any venue, regardless of size. The bill requires premises “to fulfil necessary but proportionate steps, according to their capacity, to help keep the public safe” and has been led by the mother of Martyn Hett. Martyn died with 21 others in the Manchester Arena attack in 2017. Under the proposed law venues of 100-799 people will be considered standard tier while those with a capacity of 800 or more will be classed as enhanced tier.

Martyn’s Law scope

Set out by the UK Government, as of Dec 2024 the scope generally references events, but it’s clear that many retail spaces would fit the criteria:

1. Premises as defined in the Terrorism (Protection of Premises) Bill (a ‘premises’ is defined in the Bill as being a building (a building includes part of a building or a group of buildings); or
2. a building and other land.)
3. Wholly or mainly used for one of more qualifying activity
4. Meet the thresholds for individuals present at a premises

Events that satisfy the following four criteria fall within scope of the Bill:

1. The event must take place in a premises as defined in clause 3 of the Terrorism (Protection of Premises) Bill
2. Host at least 800 attendees at the same time
3. Meet the ‘express permission’ criteria.
4. Be accessible to members of the public.

Locations such as shopping centres and stores within them need clearly communicated protocols and procedures that are readily accessible should staff and tenants require them.

That allows them to react quickly and decisively should an emergency situation happen with clear information on what they need to do to reduce panic and danger. This is especially important when the loss of life is a potential factor. Previously the focus would be on the evacuation of staff and the public but today lockdown is more common, to hold people safely in a secure place such as a locked store while professionals are handling the situation. This can help to minimise confusion and risk.

A centralised communication system is also essential during emergencies to prevent the heard through the grapevine effect that could otherwise escalate a situation. In the absence of controlled communication, even within the contained environment of a lockdown, hysteria can quickly spread thanks to mobile phones and social media. Maintaining constant communication, as well as control of communication is also vital.

A controlled communication flow allows those responsible for dealing with a crisis event to ask the questions they need and for store staff to share the information they have to keep shoppers safe. Such a process helps to manage fear and to let those involved know when the threat is over.

It’s also important to convince those caught up in emergency procedures, such as a lockdown, that the threat is real, rather than an inconvenience from which they might try to leave – rather like someone asking presuming a fire alarm is a false alarm.

Post-crisis staff support aids personal recovery

The impact of a crisis can be devastating and long-lasting for all those involved. Follow-up communication and care and easy access by staff to ongoing help and support is essential in helping them to process and recover from such incidents.

Effective, speedy responses supported by the right information and controlled communication help to resolve situations quickly, hopefully without escalating into a major incident. But the best preparation is not to assume that it will never happen to your business because it just might, and you need to be ready to manage it if it does.

See also

• How can technology support your tenant relationships?

FAQ

What is the first rule of crisis management?

The first rule of crisis management is to stay calm and take control. Remaining composed allows leaders to think clearly, assess the situation accurately, and make swift, decisive actions. Panic can escalate chaos, leading to poor decision-making and unnecessary harm. Establishing control ensures communication is clear, resources are deployed effectively, and the crisis is contained. A calm, authoritative approach not only steadies the team but also reassures stakeholders, fostering trust and confidence in the response plan.

What are the 5 C’s of crisis management?

1. Control
   • Definition: Establishing control over the situation as quickly as possible to prevent it from escalating.
   • Actions:
     • Identify the key decision-makers and assign roles.
     • Implement a centralised communication system to avoid conflicting messages.
     • Prioritise actions that stabilise the immediate situation.
   • Example: Initiating lockdown procedures in a shopping center to secure the area during a security threat.
2. Communication
   • Definition: Maintaining clear, consistent, and controlled communication with all stakeholders.
   • Actions:
     • Use predefined channels to share accurate and timely updates.
       Ensure messaging is concise and understandable, avoiding technical jargon.
     • Manage external communication to minimise rumors or misinformation, particularly on social media.
   • Example: Sending real-time alerts to staff and tenants during an emergency via a centralised app like Kinexio.
3. Coordination
   • Definition: Ensuring all teams and stakeholders work together seamlessly to resolve the crisis.
   • Actions:
     • Align efforts between internal teams, emergency responders, and external partners.
     • Use scenario planning and predefined protocols to guide actions.
     • Conduct regular drills to improve coordination during real crises.
   • Example: Coordinating with local police and fire departments to manage evacuation and crowd control during a fire.
4. Competence
   • Definition: Demonstrating the skills, knowledge, and preparation needed to manage the crisis effectively.
   • Actions:
     • Train staff regularly on emergency protocols and response techniques.
     • Ensure decision-makers are informed and confident in executing the crisis plan.
     • Use technology and tools to enhance situational awareness and response capabilities.
   • Example: Having well-trained staff who can guide visitors to safe zones during an active threat.
5. Containment
   • Definition: Limiting the impact of the crisis to prevent further damage or escalation.
   • Actions:
     • Isolate the area of concern, such as locking down specific zones or buildings.
     • Address immediate threats to life, safety, or property.
     • Monitor the situation closely to adapt strategies as needed.
   • Example: Securing a shopping center after an incident and ensuring that only authorised personnel can enter.