Crisis Communication Management Training
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Crisis Communication Management Training Course
Introduction:
Crisis communication plays a vital role in safeguarding an organization's reputation and public image. Crisis communication specialists face numerous challenges that can potentially harm an organization's standing. Their objective is to navigate difficult situations and assist the organization in swiftly and effectively overcoming crises.
The Crisis Communication Management training course spans five days and focuses on equipping participants with the skills to develop crisis communication strategies, establish robust systems, and allocate appropriate resources. The course emphasizes preparing the communication function to respond promptly and efficiently during crises, managing public perception across media and online platforms. Participants will gain insights into best practices for crisis communication strategy, issues mapping, risk assessment, team structures, protocols, and the utilization of resources such as crisis manuals and online tools.
Furthermore, the course delves into the art of handling challenging questions from the media, honing skills for effective radio and television appearances, and providing guidance on briefing journalists during crises. The impact of social media, both as a potential ally and adversary during crises, is explored, along with strategies for defending against online reputation damage and achieving image restoration.
By participating in this course, individuals will develop the necessary expertise to navigate crisis situations, protect their organization's reputation, and effectively communicate with stakeholders. They will gain the knowledge and skills to mitigate the impact of crises on public perception and restore trust and confidence in the organization.
Course Objectives:
At the end of this Crisis Communication Management Training Course, learners will be able to do:
- Communicate effectively with online, broadcast and social media
- Engage key stakeholders
- Keep control of the situation
- Devise crisis management processes aimed at mitigating potential crises in their organizations
- Demonstrate the benefits of using the media in a crisis situation
- Evaluate and prioritize the dimensions involved in crisis communication management
- Analyze and interpret results achieved through crisis communication management
- Secure your reputation and minimize damage
- Transform the crisis into an opportunity
- Refine your crisis communications plan
- Rehearse and test procedures and processes in a safe environment
- Avoid common mistakes in handling information flow
Who Should Attend?
This Crisis Communications Training course is ideal for:
- Anyone involved in planning, preparing, and responding to a crisis affecting an organization, whether as executive managers, risk managers, spokespeople or communication professionals.
- Team leaders, supervisors, and managers of public relations sections as well as any staff member who may be involved in managing communication issues during a crisis.
Course Outlines:
- Crisis communication strategy best practice
- Principles of reputation management
- Crisis dynamics: lessons for how crises originate and develop
- Stages of crisis communication
- The five Ws of a crisis – what stakeholders want to know
- Understanding the importance and urgency of critical decision making
- How media protocols generally change during a crisis
- Understanding what the media want
- How social media has affected crisis communications
- Social media issues: control, reach, monitoring and accuracy
- Tools of a crisis media manager
- What you should prepare as part of pre-crisis planning
- Internal communications during a crisis
- Stakeholders and external communications
- Barriers to effective communication
- Legal issues, regulatory compliance and governance issues
- Liaising with the CMT and strategic crisis teams
- Initiating CMPs and agreeing communications strategy
- Bronze (operational), silver (tactical) and gold (strategic) approach
- Understanding exactly what is going on: handling uncertainty and ambiguity
- Message framing and communicating
- The spokesperson’s role and evaluation of their role
- Preparation of Q&A and anticipation of difficult questions
- Recommended positions
- How to handle difficult questions
- Handling misrepresentation and rumors
- Engaging with concerned stakeholders
- Communicating, instructing and adjusting information
- Having a “dark site” with the necessary information
- Responding to TV, radio, online and direct briefings
- Monitoring during and after the acute phase
- Image restoration and the importance of a recovery plan