Crisis Communication Management Training
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Crisis Communication Management Training Course
Introduction:
Crisis communication is an initiative that aims at protecting the reputation of the organization and maintaining its public image. Crisis Communication specialists fight against several challenges that tend to harm the reputation and image of the organization. Crisis Communication specialists strive hard to overcome tough situations and help the organization come out of difficult situations in the best possible and quickest way.
Crisis communication management is a five-day training course on how to plan crisis communication strategies, systems, and resources. This course covers how to ready your communication function to respond rapidly and effectively in a crisis to manage perceptions in media and online. You will learn best practices in crisis communication strategy, issues mapping, risk assessment, systems, teams, protocols, and resources including crisis manuals and online tools.
The Course participants will learn how to handle difficult questions from the media. How to best come across on radio and TV is explored as well as how to brief journalists during a crisis. Social media (as friend and foe) during a crisis is examined as to how best to defend against online reputation damage and ensure image restoration is achieved.
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
- 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 on 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 side” 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
