Who should attend
This is an advanced-level course designed for learners in senior roles, aspiring to mastery and innovation. Learning is pitched at a level to help you to synthesize best practice and direct strategic implementation.
This course is recommended for all those involved in planning, preparing and responding to a crisis affecting an organization, whether as executive managers, spokespeople or communication professionals.
About the course
Crisis Communication is an ISOC Focused Immersion Seminar. This extended training format focuses intensively on a single set of competencies for five days. It is designed to develop practical and enduring expertise in one particular specialty.
Expect a full run-down from experienced crisis management specialists on the fundamentals of crisis communications, including case studies of effective and ineffective crisis management.
Over the course of five days, you will cover the full spectrum of crisis communication platforms and skills. Every day follows a hands-on format, revolving around a variety of fun and fast-paced exercises.
- Prepare a crisis communication strategy and practical plan
- Conduct crisis risk assessment including issues mapping
- Design crisis communication systems, teams and protocols based on best practice templates
- Create crisis resources such as manuals and online platforms
- Manage your organization’s communication during and after an event that threatens its reputation
- Create crisis messages, positioning and response tactics response rapidly and decisively
- Engage confidently with journalists and in online social media at the height of a negative news crisis
- Represent your organization effectively even in the most challenging of crisis interviews
## Course Outline
Crisis communication management
- Crisis communication strategy
- Crisis radar: risk assessment and issues mapping
- Crisis systems, teams and protocols
- Crisis communication resources and planning
Issues and reputation management
- Seizing the golden hour
- Crisis positioning
- Online crisis communication
- Crisis media engagement
Reputation management in social media
- Monitoring and engagement
- Search engine optimization (SEO)
- Media engagement online
Crisis management in social media
- Principles of online crisis communication and PR
- Digital channels and platforms for crisis communications
- Online crisis communication strategy and planning
- Online crisis communication response and engagement
Public Relations and Media
- Understanding media needs
- Preparing news releases and publicity messages
- Using radio, television, and electronic technologies
- Planning press conferences and other special media events
Public Relations and Legal/Ethical Issues
- First Amendment rights and PR
- Contracts and legal responsibilities
- Libel and slander
- Ethical decision making
Risk Control methodology
Risk assessment approach that use to implement at the organizations
Risk identification, Risk estimation & Risk evaluation, identifying their criteria and conforming by practical demonstration
How to reduce risk by different risk mitigation strategies
Comparison of some well-known Risk assessment frameworks, methodologies that are prevailing in the industry
** Module Three:**
Introduction to Crisis Management
- Incident Management
- Crisis Leadership and Team Building
- Senior Management Crisis Training
- Introduction to the Media and Crisis Communications
- Media Interview Training
What should be in place before the Crisis?
- Understanding Crisis Management:
- How to manage a crisis?
- Virtually every crisis contains the seeds of success as well as the roots of failure
- The Rationale of the Crisis Manager
- Consider the range of risks: Natural/Environmental; Hazards; Technological - loss of utilities/product/process/plant; Human Error; Sabotage and Terrorism
- Crisis Managers - Roles & Responsibilities - manage the issue before it becomes a Crisis
- Who else inside and outside the organization should be involved?
- Evaluating your risks and vulnerabilities; consider the worse-case scenarios
- Understanding 'denial-curve' and 'group-think' syndromes
- Who decides who sits in the 'hot-seat'?
- Case Studies, why some companies fail and others survive?
Pre-planning, who and what else should be considered?
Who owns the mitigation process?
Developing and Implementing Emergency Plans
Twelve point check list covering the whole planning process
Mutual Aid arrangements
Company-wide strategic contingency plans
Service or departmental plans
Building evacuation plans
Crisis Management and Communications. Emergency Centre/s
Developing and implementing a Business Continuity Management (BCM) strategy
Business Impact Analysis. Case Study and Workshop
- Crisis Management Centers - design and operation
- Information Management
- Exercise Excellence - design, delivery, review
- Preparing for Pandemic Influenza in the Workplace
- Supporting People after Traumatic Incidents
Public Relations and Crisis Management
- Developing PR crisis plans
- Crisis PR communications
- Anticipating PR crisis situations
Dealing with a crisis - the 'communications' perspective
Command and Control Issues
Operational (at the scene)
Tactical (at the forward control point/incident command)
Strategic (boardroom level/emergency operations centre)
On Scene Crisis Management, essential elements for success
Reputation Management - Managing the Media. 'How to' sessions include:
Organizing a Press Conference
Conducting Radio and Television Interviews
Case Study Exercise: Crisis Communications Strategy. Develop a crisis communications strategy and action plan based upon a given scenario
Essential post incident actions
Validating plans and procedures
Discuss the four types of exercise
How to get the most out of an exercise
Post Incident evaluations
De-briefing skills - managing the de-briefs - hot and cold
Critique report writing, executive summaries and recommendations
How to keep all 'stakeholders' informed
Prioritizing the Recommendations
Examples of critique questionnaires
Closing the loop. How to continue the process
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.