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Adidas, 181
AFC (American Football Conference), 203
Afghanistan, 159
After-action reports, 234
Aftershocks, 184–185
Allen, George Herbert, Sr., 233, 234
Alltel Stadium, 26–27
American Airlines, 185
American Football Conference (AFC), 203
Amygdala, 194
Anaheim Stadium, 44
Anderson, Richard Dean, 83
Animal House (film), 79
Apple Inc., 16
AR-15 rifle, 150
Arizona Diamondbacks, 44
Arlington, Texas, 56
Arnold, Mike, 211
Arsenal, 230
Art Ross Trophy, 143
Association of Tennis Professionals (ATP), 135
Atlanta, Georgia, 163
Atlanta Braves, 43
ATP (Association of Tennis Professionals), 135
AT&T Stadium (see Cowboys Stadium)
Audibles, 158
Austria, 166
Awareness, 172–176
Baltimore Ravens, 192, 229–230
Barak, Benny, 35–36
The Barenaked Ladies, 224
Barrow, Lance, 211
Beatty, Warren, 175
Bench strength, 164–165
Bernard M. Baruch College, 35
Bettman, Gary, 65, 148–149, 155
The Billion Dollar Game (St. John), 167, 171
“Blackout Bowl” (Super Bowl XLVII), 2–3, 78, 153, 188, 192, 208, 209, 225, 229, 232, 246
Blame, 212–213
Bloomberg, Michael, 58–59
Bohr, Niels, 247
Bonds, Barry, 43
Bosses, 68–69
Boston Marathon, 205
Brand risk, 14–18
Brenly, Bob, 43
Broadway (New York City), 53
Brooklyn, New York, 189
Brooks, Ahmad, 229
Bruno Mars, 62
Budgell, Jack, 67
Budget, 7, 35, 63, 64, 119, 128, 231, 243
Buffalo Sabres, 165
California, 144
Canton, Ohio, 230
Caraccia, Sherri, 142
Caribbean, 58
Catlin, Kevin, 120
CBS This Morning, 192
CCCP (Charlotte Center City Partners), 46
Central Maine Community College, 129
Cerebrums, 194
Charlotte, North Carolina, 46–47
Charlotte Center City Partners (CCCP), 46
Charlton, 230
Chicago Bears, 169
Chicago Bulls, 70
Chick-fil-A, 163
Circuit Court of Appeals, 152
City University of New York, 35, 189
Civil War, 40
Clarity, 165–166
Cleveland Indians, 43
Coca-Cola, 163
Cohen, Ivy, 184–186, 188, 221–223
Columbia University, 150
Command, 93–101
chains of, 101
web of, 98–101
Command centers, 95–98
of change, 89–90
during crises, 188
failure of, 85
and hoarded information, 87–89
and management, 158–160
mode of, 86–87
over-, 133
parties in, 85–86
preparing, 185–187
and surprises, 90–91
Communities, 135–145
changing, 139–140
creating, 138–139
incentivizing, 140–141
leading, 135–138
measured responses to, 141–145
Conn Smythe Trophy, 143
Connecticut, 189
Consumer behaviors, 35–36
Contingency factors, 63
Contingency plans (contingency planning), 53–64, 74
costs of, 62–64
and developing plans, 54–55
evaluating, 55–57
improving initial plans via, 60–62
and the predictable, 58–60
Coughlin, Tom, 39
Coulier, Dave, 83
Cowboys Stadium, 56, 57, 74, 75
Crises, 96
communicating during, 188
internal, 189–191
levels of, 13–18
management, 4–7
and “oops”/”damn” moments, 181–183
triage of, 18–20
Crisis communications center, 96
Crisis communications strategies, 184
Crystal Palace, 230
Culture, organization, 120–122
“Cup Keeper,” 67
Daily News, 50
Dallas, Texas, 56–57
Dallas-Fort Worth Metroplex, 56
“Damn” moments, 179–188
Daniels, Mitch, 173
Dao, David, 185
Davis, Bill, 115–116
Decay Theory, 235
Decisiveness, 169–171
Defensive design, 22–23
Delegated decisions, 19, 62, 98–101, 106, 109–111, 130, 207
Denmark, 247
Denver Broncos, 49, 60, 147, 158
Department of Homeland Security (DHS), 74, 209
Detroit, Michigan, 29, 37, 203
Detroit Lions, 77
Detroit Police Department (DPD), 78
DHS (Department of Homeland Security), 74, 209
Direct messages (DMs), 221
Disney, Walt, 248
The Disney Institute, 136
DMs (direct messages), 221
Dodger Stadium, 149
Donovan, Dan, 77–80
Double-checking, 29–33, 90, 176
Downton Abbey, 212
DPD (Detroit Police Department), 78
Drop-down menu, 180
Dunaway, Faye, 175
E. coli, 16
Early warning system, 123–125
East Rutherford, New Jersey, 49, 53, 58, 147, 154
Edelman Trust Barometer, 219
Edmonton Oilers, 149
Egypt, 117
Electrical budget, 231
Elliott, Chris, 200
Emergency Operations Center (EOC), 180–181
Empowerment, 127–134
benefits of, 128–129
culture of, 127–128
investing in, 130
limitations on, 130–132
and trust, 132–134
Enberg, Dick, 27
Entergy, 212
EOC (Emergency Operations Center), 180–181
Epinephrine, 190
Equalizers, 23–26
ESPN, 127
Ethology, 189
Event planning, 7–8
Execution, 5–6
Expectations, 105–106
Expenses, 63
Experiences, 243
“Fans First” rallies, 135, 137, 139–141
Farmer’s Almanac, 50, 53, 58, 60
Favorability, 47–50
Fick, Robert, 43
“Fight or flight” response, 190, 239
Flacco, Joe, 229
Flexibility, 167–169
Florida, 41
Focus, 174–175
Ford Field, 77
Fort Lauderdale, Florida, 41, 199
Fort Worth, Texas, 57
Fox, Michael J., 83
Gallup poll, 220
Game Operations Manual (NFL), 27
Gantt bar charts, 5
Gaylord Family Oklahoma Memorial Stadium, 71
Geiger, Pete, 50
General Motors, 203
Genetic code, 189
Geological Survey, 184
Georgia World Congress Center, 163
Giants Stadium, 50
Ginn, Ted, Jr., 229
Glauber, Bob, 50
Glendale, Arizona, 150
Global Positioning System (GPS), 94
Gowdy, Curt, 27
GPS (Global Positioning System), 94
Grande, Ariana, 19
Gretzky, Wayne, 144
Guam, 98
Halladay, Roy, 43
Hamlin, Kristen, 129
Hart Trophy, 143
Hasselbeck, Matt, 203
Hast, Bob, 152
Havelock, Kurt William, 150–153
Hawaii Emergency Management Authority, 179, 183, 196, 244, 246
HAZMAT, 79
Herald Square (New York City), 53
Hiring panels, 108
Hoarded information, 87–89
Honolulu, Hawaii, 70
Honolulu Police Department, 180
Hope, 65–68
Hotline approach, 124
Houser, Jerry, 83
Houston Chronicle, 129
HR (human resources), 223
Hudson River, 147
The Huffington Post, 59
Human error, 180
Hurricane Irma, 186
HVAC system, 232
Hyperventilation, 195
Identifiable stimuli, 194
IMS (Indianapolis Motor Speedway), 94, 237
Incentives, 140–141
Inconvenience, 13–14
Indiana, 172
Indiana Convention Center, 173
Indianapolis, Indiana, 29, 95, 137, 172–173
Indianapolis Colts, 136, 158, 169, 173
Indianapolis Motor Speedway (IMS), 94, 237
Influence, 121
Information Technology (IT), 122–123, 206, 207
Innate behaviors, 243
Innovation, 40–42
Innsbruck, Austria, 165
Insight Strategies, Inc., 120
Instagram, 174
Internal crises, 189–191
Intimidation, 25
Inverted pyramid, 115–119
Irsay, Jim, 136
IT (see Information Technology)
Ivy Cohen Corporate Communications, 184
Jack Murphy Stadium, 181
Jacksonville, Florida, 23–24, 26, 28, 38
Jagger, Mick, 35
Japan, 98
Japanese Imperial Army, 98
Jaws (film), 145
Jaws of Life, 204
Jersey Boys, 54
Jim Beam Black®, 212
John Deere, 181
Jordan, Michael, 70
JP Morgan Chase, 107
“Just Say No” International, 184
Kaepernick, Colin, 229
Kessler, Luba, 220
Keteyian, Armen, 192, 193, 211
Kraft, Robert, 27
Krumbine, Robert, 46–47
Kruse, Kevin, 120–121
Lady Byng Trophy, 143
“Law of Unintended Consequences,” 148–152
Leading, 109–111, 118–120, 135–138
LEADx, 120
Learned behaviors, 243
Learning, 243–244
“Let-down effect,” 232
Levenson, Sam, 244
Levy Restaurants, 127
Lewis, Ray, 229–230
Liabilities, 222
Limbic system, 194
Linear problem-solving, 170
Liverpool, 230
Logan International Airport, 31
Lombardi, Vince, 55
London, England, 230
Long Island Expressway, 37
Los Angeles, California, 120, 143, 144
Los Angeles Convention Center, 143
Los Angeles Times, 150
Lucas Oil Stadium (Indianapolis), 135, 173
Madden, John, 27
Major League Baseball, 43–44
Malaysia, 230
and audibles, 158
and caring for your team, 163–164
clarity/precision in, 165–166
and communication, 158–160
and keeping it simple, 165
and self-care, 161–163
styles of, 160–161
time, 36–37
Management teams, 119
Managing the message, 217–226
with colleagues, 222–226
legal aspects of, 221–222
trust and, 219–221
Manning, Peyton, 158
Maryland State Police, 217
Maui, 29
McCartney, Paul, 27
Meadowlands Sports Complex, 50, 147, 154
Measured responses, 141–145
Melangton, Allison, 135
Melnick, Meredith, 59
Mercedes-Benz Superdome, 2, 3, 188, 192, 193, 209, 210, 212, 214, 215, 231
Message, managing the (see managing the message)
MetLife Stadium (East Rutherford, New Jersey), 49, 53, 58, 60, 61, 63, 147, 154
Miami, Florida, 19, 31, 41, 169, 171, 200, 233
Miles, Mark, 135
Miller, Jeffrey B., 217–219
Miller Park (Milwaukee), 43
Milwaukee, Wisconsin, 43
Minneapolis Metrodome, 207–208
Minnesota Twins, 43
Minnesota Vikings, 207–208
Miscellaneous expenses, 63
Mission statement, 122
Mistakes, 179–188
M&M Mars, 89
Most Valuable Player honors, 43, 44, 232
Motivation, 121
MTV, 83–85
Mundinger, Paul, 189
Munoz, Oscar, 15
Murphy, Edward A., 21–23, 30, 31, 44
Murphy’s First Corollary, 16, 90, 240
Namath, Joe, 27
NASA, 93
National Basketball Association (NBA), 70
National Football Conference (NFC), 203
National Football League (NFL), 3, 8, 40, 74, 89, 90, 111, 122, 123, 142, 171, 200, 237, 245
Annual Owner’s Meeting, 29
senior executives of, 3, 24, 25, 27, 28, 53, 59, 138, 139, 173, 181, 201, 210
Tailgate Party, 8, 75, 139, 167
National Hockey League (NHL), 25–27, 30, 31, 45, 65, 66, 71, 83, 85, 95, 143, 148, 149
National Special Security Events (NSSEs), 74, 151, 169
NBA (National Basketball Association), 70
NBA All-Star Game, 56
NBC, 40
NeuroLeadership Institute, 174
New Jersey Transit (NJT), 148
New Orleans, Louisiana, 2, 3, 60, 139, 182, 188, 193, 200, 211, 225, 231
New Orleans Police Department (NOPD), 209
New Orleans Superdome, 78, 81, 153, 154
New York City, 28, 35, 37, 41, 53, 58, 88, 137, 139, 147, 148, 174, 184
New York Giants, 39, 147, 148, 207
New York Road Runners (NYRR), 58–59
New York Times, 39, 89, 167, 175, 185, 222
New York Yankees, 140
Newsday, 50
NFC (National Football Conference), 203
NFL (see National Football League)
NFL Combine, 29
NFL Control, 3, 77, 81, 93–97, 99–101, 168–170, 192, 193, 196, 197, 209–211, 213–216
NFL Films, 203
NFL Media Center, 45
NGOs (non-governmental organizations), 219
NHL (see National Hockey League)
NHL All-Star Faceoff, 83, 84, 87
NHL All-Star Weekend, 65, 127, 143
“NHL FANtasy,” 143
NHL Stadium Series, 149
NHL Winter Classic, 149
Nickel Mines, 220
Nike, 212
NJT (New Jersey Transit), 148
Non-governmental organizations (NGOs), 219
NOPD (New Orleans Police Department), 209
Norman, Oklahoma, 71
North Korea, 179
North Texas Super Bowl Host Committee, 56
NSSEs (see National Special Security Events)
NYRR (New York Road Runners), 58–59
O Canada, 30
O’Hare International Airport, 15
Olympiahalle (Innsbruck), 165
“Oops” moments, 179–188
Oreo cookies, 212
Organization culture, 120–122
Oscars, 175
PA (public address) system, 188, 197
Pagoda Tower (Indianapolis), 94
Panic, 192–197
avoiding, 192–193
as contagious phenomenon, 195–197
and decision making, 193–195
PBS, 212
Pennsylvania State Police, 218, 219, 225
Pentagon, 159
Pepsi Center, 127
Perry, Matthew, 83
PERT, 5
Philadelphia Eagles, 24
Phoenix Convention & Visitors Bureau, 45
Pittsburgh Steelers, 57
P&L (profit and loss), 63, 121
Plans, contingency (See Contingency plans)
Postmortems, 234–238
Postpartums, 234–238
PR (see Public relations)
Precision, 165–166
Prediction, 45–47
Preparation, 5
of communication, 185–187
evaluation of, 73–75
limits of, 80–81
of strategies, 75–76
for unintended consequences, 152–155
for the unpredictable, 76–80
Price, Bill, 50
PriceWaterhouse-Coopers, 174
Priestley, Jason, 83
Pritchard, Phil, 67–69
Pro Football Hall of Fame, 229–230, 233, 245–246
Probability, 43–50
and favorability, 47–50
and prediction, 45–47
Product teams, 118
Profit and loss (P&L), 63, 121
Psycho (film), 161
Public address (PA) system, 188, 197
Public relations (PR), 200, 212, 223
Pyramid, inverted, 115–119
Quarterback (QB), 203–204, 229
Queens College, 189
Radio City Music Hall, 23, 70, 115–116, 157, 163, 175, 234
“Radio Row,” 203
Ralph Wilson Stadium, 149
Rancourt, Rene, 31
Raymond James Stadium, 88
Reaction, 213–216
Recognition program, 140
and blame, 212–213
prioritizing, 207–208
and response vs. reaction, 213–216
Red Hot Chili Peppers, 62
Redundancies, 210
Renaissance Center (Detroit), 37
Review, 241–242
Revision, 244–247
Richard, Maurice (“The Rocket”), 66–69
Risk, 13–18
personal brand, 17–18
product, 16–17
safety/security, 13–14
Robertson, Ed, 224
Rock, David, 174
Rockettes, 54
Romney, Mitt, 175
Rooney, Art, 57
Root causes, 206
Root-cause analyses, 207
Ruby Tuesday, 175
Run of show documents, 87
Ryan-Canu, Joan, 142, 171, 172
St. John, Allen, 167, 168, 171
St. Paul, Minnesota, 224
San Antonio, Texas, 137
San Diego, California, 23
San Francisco 49ers, 2, 153, 212, 229
San Francisco Giants, 43
San Jose, California, 83, 87, 88, 90
San Jose Arena, 84
Saving time, 37–39
Schilling, Curt, 44
Science (journal), 220
Seattle, Washington, 54
Seattle Seahawks, 49, 147, 203
Secret Service, 151
Self-care, 161–163
Selhurst Park, 230
Senior leadership, 118
Service teams, 118
Sesame Street, 137
Sherer, Susan, 24
Showtime, 192
SHRM (Society for Human Resource Management), 129
Silos, 159
Simms, Phil, 211
Smith, Kate, 31
Smoltz, John, 43–44
Snapchat, 174
Snickers, 89
Socializing, 160
Society for Human Resource Management (SHRM), 129
SP Plus Corporation, 139
Special Inspector General (Pentagon), 159
Specifications, 105–106
Spielberg, Steven, 145
Stanley, Frederick Arthur, 65, 68, 69
Stanley Cup, 27, 65–68, 71, 143, 183
Stapp, John, 30
Starr, Bart, 27
The Star-Spangled Banner, 30, 84, 90
State of the Union address, 151
Staubach, Roger, 27
Stimuli, identifiable, 194
Stone, Emma, 174
Strahan, Michael, 39
Strategies, preparation of, 75–76
Summerall, Pat, 27
“Sunday School,” 115–116
Super Bowl, 6–9, 25, 27, 29–33, 48, 60, 74–75, 77, 78, 80, 86, 89, 90, 96, 97, 99–101, 110, 121–124, 130, 135–138, 151, 152, 159, 160, 164, 171, 186, 197, 199, 204, 212, 216, 231, 233, 236
VII, 233
IX, 60
XXII, 181
XL, 24, 28, 29, 37–38, 77, 203
XLIV, 41
XLVII (“Blackout Bowl”), 2–3, 78, 153, 188, 192, 208, 209, 225, 229, 232, 246
XLVIII, 49, 50, 53, 58, 60, 61, 147, 154
LII, 40
Super Bowl Boulevard, 53–54
Super Bowl Media Center, 26, 45, 56, 173, 203, 204
Super Bowl Media Day, 57
Superstitions, 70–72
Superstorm Sandy, 58–59
Surprises, 90–91
Swann, Lynn, 27
Sweden, 25
Symptoms, 206
Tabletop exercises, 77
Tagliabue, Paul, 27
Tailgate Party (see NFL Tailgate Party)
Tampa Bay Buccaneers, 139
Tampa Bay Lightning, 165
Tasker, Steve, 211
Teams, 103–111
components of effective, 103–109
delegating to, 109–111
importing members of, 104–105
management, 119
mission of, 122–123
and specifications vs. expectations, 105–106
and trust, 106–109
Tempe, Arizona, 150
Temporary staff, 103–105
Thicke, Alan, 83
Third-party agencies, 103, 238
Thornton, Doug, 192, 193, 196, 208–210, 215, 216, 232
TIAA Bank Field, 26–27
Tide detergent, 212
and deadlines, 39–40
managing, 36–37
saving, 37–39
Toma, George, 181
Toronto, Ontario, 66
Toronto Blue Jays, 43
Torre, Joe, 43
“Trust Index,” 219
Tulane University, 60
Two-minute drill, 167–176
and awareness, 172–176
and decisiveness, 169–171
and double-checking, 176
and focus, 174–175
and instinct, 171–172
and nimbleness, 167–169
Tyrol, Austria, 166
Unintended consequences:
law of, 148–152
preparing for, 152–155
United Parcel Service (UPS), 214
University of Maryland, 217
University of North Carolina, 70
University of Oklahoma, 71, 182
University of Phoenix Stadium, 151
UPS (United Parcel Service), 214
Upton Park (London), 230
U.S. Army, 159
U.S. Navy, 210
Vanity Fair, 192
Vendors, 103–105
Vince Lombardi Trophy, 27–28
VIPs, 136
Virgin Group, 171
Vizquel, Omar, 43
VVIPs, 132
Waikiki, Hawaii, 179
Waikiki Shell (Honolulu, Hawaii), 70
Walgreens Pharmacy, 212
Walker, Mike, 163
The Washington Post, 44
Web of command, 98–101
West Ham United, 230
The Who, 201
Wilcots, Solomon, 211
Wimbledon, 230
Witte, Mike, 139–140
Wittenberg, Mary, 59
World War II, 98
Xanax, 192
“Yard of Bricks,” 94
Your Brain at Work (Rock), 174