Crisis Communication & Management

Course Duration: 1 Day

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 over looked 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 irreversible.

Objective

Upon completion of this program, participants should be able to:

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

Key Content

Module 1: Mitigating Circumstances Through Crisis Management
(PART 1 - DAY1)

• 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:

1. The pre-assessment is to evaluate the participant's level
2. How to use a sequence of thought flow in a crisis
3. Learning to summarise the key points to manage the Crisis

Module 2 - Mitigating Circumstances Through Crisis Management
(Part 2 - Day 1)

• 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:

1. Crisis prevention
2. Anticipate and prepare for a crisis

Module 3 - Analysing A Crisis and Handling The Outcome
(Part 1 - Day 2)

• 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:

1. Picking your team to handle a crisis
2. Doing a crisis audit and why it is needed

Module 4: Analysing A Crisis and Handling The Outcome
Part 2 - Day 2)

• Prepare for crisis with 6 TacticsExperiential learning (Group discussion in breakout rooms)
• 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 in breakout rooms)
• Course evaluation and feedback
• Post assessment
• Evaluation

Learning Outcome:

1. Improving your crisis response time
2. Learning to convey the message of the Spokesperson without being vague or beating around the bush
3. Understanding the common mistakes made in crisis