The current study seeks to detect the role of decision‐maker in crisis management, and to reveal the crisis decision‐making process its skills, strategies and stages, as well as, to detecting crisis management. To achieve these aims, we used the grounded theory approach as one of the qualitative research designs, and analyze the data that collected from (15) decision‐makers through in‐depth interviews. The results revealed that there are eight concepts that develop a broad theory of the crisis decision‐making process, they are (a) meaning of the decision, (b) meaning of the crisis decision‐making process, (c) stages of the crisis decision‐making process, (d) crisis decision‐makers' response, (e) crisis management, (f) crisis decision‐making strategies, (g) crisis decision‐making skills, and (h) the roles of decision‐maker in crisis management. From these findings, we generate a theory that explains the crisis decision‐making process and its skills and strategies, to benefit decision‐makers in making the decisions necessary to confront crises such as the COVID‐19 pandemic crisis. In light of the findings of the study, we need to pay attention to training decision‐makers in the decision‐making process in times of crisis, as well as increasing their awareness of the factors affecting crisis decision‐making, as well as training them on proactive thinking to save time, effort and money and reduce the severe consequences of crises.