For leaders, crisis can be the most painful experience that will test whether they are fit to be who they are in the organization. It is also an acid test for businesses as it will challenge how strong their brand is and their brand-based system in a state of turmoil. The real challenge in handling crisis is how you would balance the act. On one side you need to strive towards solving the problem and on the other side you need to ensure that everything is within your control and behave that everything is going on fine. If you are not powerful and careful enough, you will be charged for Information Pollution. The media is out there to magnify the pollution and the consequences can be devastating
This will be a 2 days programme, comprehensive enough to enable participants to understand the basic fundamentals required to handle a crisis. Providing a very hand on approach to the subject matter.
Upon completion of this programme, the participants will be able to:
- Understand what is a crisis and the various types of crisis that could impact your business
- Establish a crisis detection system to detect any potential problems and unforeseen conditions
- Use the crisis detection system to monitor the extent of damage and minimize the impact of the crisis
- Establish a powerful crisis management team
- Setting and enforcing the new rules of engagement
- How to develop a practical plan to respond effectively to any type of crisis
- Establish your organization’s readiness for crisis communication activities to mitigate reputational damage
- Understand the information needs of different groups of stakeholders (customers, employees, authorities, the wider public, the media)
- Understand what information will be needed so you can plan ahead
- Learn how to make social media an integral part of any communication response
- Know what needs to be said by whom and when
- Know how and what to talk through the media to strengthen the brand image
- Protect and fortify investors and stakeholders confidence
- Build a system to lead in the new crisis situation
- Handle dispute resolution both internally and externally
Think differently to alter direction.
The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you've already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization's success is what we prioritise.
Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.
Our programmes involve with 12 unique learning methodology as below:
Crisis communication planning
- Identifying your crisis communications team and assigning responsibilities
- Preparing by identifying all potential crisis situations and how you would respond to these
- Ensuring that every staff member understands the communication plan to ensure consistency and clarity
- Ensuring a fast response; what needs to be in place to be able to achieve this?
- Understand who your stakeholders are and establish a notification system to be able to reach them during a crisis
- Integrating the use of social media into every aspect of your crisis communication plan
Critical Communication
- Encoding
- Channeling
- Choice of Words
- Decoding
Identifying your key crisis-specific messages
- Identifying your key crisis-specific messages unique to each situation
- Knowing what type of information each crisis’ stakeholders are looking for
- Who controls the message going out during a crisis?
- The benefits of ‘holding statements’
- Avoid reacting without adequate information
- Keeping it simple
Communicating with staff
- Identifying any potential gaps or bottlenecks in your current internal communication system
- How to reach your staff during a crisis; ensuring that you have all the information needed before the crisis hits
- Dealing with the ‘human factor’ in a crisis
- Ensure staff receive the messages you would like them to repeat elsewhere
Communicating with the media
- Practical advice about how to manage the media in a crisis
- Assessing what information should be provided and how to communicate this to the media
- Meeting the needs of different media groups during a crisis
- Managing unexpected enquiries and how to answer questions when you don’t have the answer
- Why it pays to engage, rather than avoid the media
- How to deal with misreporting
Communicating with consumers and other external stakeholders
- Reaching your customers directly if required
- How your current communication efforts will aid your message during a crisis
- Responding to negative stakeholder responses or confusion
- Re-establishing credibility and confidence with internal and external audiences
Using social media
- Social media overview: What are the different types, how do they work, who will you reach using these media?
- How social media is changing crisis and emergency responses
- How to harness the power of social media in a crisis – as an information gathering tool, to communicate internally and externally, to aid your response effort
- Managing your messages through social media during a crisis
Case Study - Group Activity and Role Play
Optional Module - Additional ½ Day
Crisis Management Drill - Involving the State Crisis Management Team
- Scenario Planning - to have a real life crisis scenario
- Liaison with Paramedic Service / Ambulance
- Liaison with Civil Defense
- Liaison with Police
- Liaison with Fire Department
- Communication: -
- Media - Ad Hoc and Press Conference
- Family members
- Stake holders
- Board of Directors
- Internal Emergency Response
This course is designed for Company Directors, Managers, Team Leader, Top Management, Middle Management, Senior Management, Spokesperson of an institution, organization, corporate or government; Key Person who deal with the media in their organization; Business Owners, Stakeholders, Investors and Public Relations personnel Level for Team Leaders and above
