Presents an overview of crisis communication. Starts with the premise that crises are a fact of life for organizations of all types and sizes. Examines the causes and impacts of crises and the key role communication plays in crisis management. Reviews key principles and examines real-life cases to present insights into four key stages of crisis communication—prevention, preparation, response, and image restoration. Studies the key role of stakeholders, messages, channels, and spokespersons. Offers students an opportunity to develop a crisis communication plan for a real-world organization.