crisis management is sufficiently complex that organizations should have a permanent,trained crisis management team.a conversation i had recently with an FBI agent illuminates this point. my friend,who trains police departments to handle hostage taking or terrorist situations,advises them to consider a wide range of responses.it is often more effective to talk with a terrorist or a hostage taker,for example,than to storm the barricades.but when unprepared,untrained police officers are faced with this kind of crisis,they will usually do the "easiest" thing-react with force.without training,they are unprepared to respond to a crisis in a measured,thoughtful fashion.