Course Objectives

• This Course Objective Hasn't Been Provided Yet

Target Audience

This course is targeted at 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.

• Introduction
  • Definition of a crisis
  • Overview of communication
  • Various types of crises
  • Key aspects of a crisis
  • Evolution of a crisis
• Principles of crisis communications
  • Setting your clear objective
  • Responding quickly
  • Accepting responsibility
  • Appropriate messaging
  • Profiling your audience
  • Showing and maintaining credibility
  • Coordinating with others
  • Continuous monitoring
• Crisis management process
  • Pre-crisis phase
    • Crisis Management Plan (CMP)
    • Crisis Management Team (CMT)
    • The spokesperson's role
  • Crisis event phase
    • Initial response
    • Reputation repair
  • Post crisis phase
    • Lessons learned
    • Follow up with communication
• Crisis communication and media
  • Media and communication
  • Media as a partner in crisis response
  • Social media and crisis communication
  • Social media as a beneficial tool or a challenge
  • Dynamic use of social media in crisis communication
• Dimensions of crisis communication management
  • Standard operating decisions dimension
  • Victims management dimension
  • Trust and credibility dimension
  • Behavior dimension
  • Professional expectations dimension
  • Ethical dimension
  • Lessons learned
• How to measure your results in a crisis
  • Measuring outputs
  • Measuring impact
  • Measuring outcomes
  • Steps for a measurement program
    • Defining your objectives
    • Defining your audience
    • Defining your criteria and benchmarks
    • Deciding upon your timing, budget and measurements tools
    • Analyzing results for conclusions and recommendations

This course hasn't been scheduled yet, however you can request for In-House training