Course Details
Course Outline
5 days course
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
