Crisis Communication & Management

Introduction

This 1-day programme introduces a crash course on how an organization deals during a crisis. Learning how to address a crisis or significant event that threatens to harm the organization, its stakeholders, or the public.

Crisis management (CM) is a vital element in an organization may it be large or small. The need for CM seemed to be overlooked but when it happens... then what?

There have been numerous occasions when a company is not prepared to handle a crisis and believes in the "ostrich theory" or even has confidence that it won't happen to them. But when a crisis hits, the consequential damage to image and reputation may take a long time to repair and heal or sometimes be irreversible.

Objective

• React in a crisis
• Use the 5Ws & 1H to your advantage in a crisis state
• Prepare before a crisis hits
• Create a crisis plan
• Examine an actual crisis
• Minimize risk and lessen the impact during a crisis
• Do's and Don'ts in a crisis
• Identify a spokesperson or voice of the organization in a crisis

Key Content

Module 1: Mitigating Circumstances Through Crisis Management

• Pre-assessment
• Icebreaker
• An overview of the training
• Why are the 5Ws and 1H important in any situation
• What to do in a crisis? (Case study)
• Brain quest (Kahoot quiz, interactive learning)
• It can't happen to us

Learning Outcome:

• Evaluate the participant's level
• Use a sequence of thought flow in a crisis
• Summarise the key points to manage the crisis

Module 2: Mitigating Circumstances Through Crisis Management

• How do you prevent a crisis
• 10 steps of crisis prevention
• Recap (Kahoot! - interactive learning)
• Being prepared before the crisis hits (Experiential learning - group discussion)

Learning Outcome:

• Crisis prevention
• Anticipate and prepare for a crisis

Module 3: Analysing A Crisis and Handling The Outcome

• 10 questions to ask yourself about your organization
• Employing the 5Ws and 1H to handle and prevent the crisis
• Support for crisis planning
• Having the right people in the team
• Doing a crisis audit
• Be proactive, be transparent, be accountable

Learning Outcome:

• Picking your team to handle a crisis
• Doing a crisis audit and why it is needed

Module 4: Analysing A Crisis and Handling The Outcome (Continued)

• Prepare for crisis with 6 tactics (Experiential learning - group discussion)
• Who is the correct person to respond in the crisis, spokesperson? (Practical)
• Recap (Kahoot! - interactive learning)
• How important is a spokesperson? (Experiential learning - group discussion)
• Course evaluation and feedback
• Post assessment
• Evaluation

Learning Outcome:

• Improving your crisis response time
• Learning to convey the message of the spokesperson clearly and effectively
• Understanding the common mistakes made in crisis