Course Content
Understanding Crisis Management
- Types of crises (natural disasters, operational failures, cyber-attacks, reputational crises, etc.)
- Identifying potential crises and risk assessment
- Developing a crisis management plan
Crisis Response Framework
- Stages of crisis management: Pre-crisis, Crisis Response, and Post-crisis
- Building a crisis management team
- Decision-making under pressure
- Resource allocation and management during a crisis
Crisis Communication
- Importance of communication during a crisis
- Establishing a clear chain of communication
- Crafting crisis communication messages: with Consistency and Compassion
- Communicating with internal stakeholders (employees, management)
- Real-Time Crisis Simulation
- Managing public and media perception
- Techniques for handling difficult questions and negative comments
- Managing social media during a crisis
Stakeholder Engagement
- Identifying and prioritizing key stakeholders (customers, suppliers, regulators, etc.)
- Tailoring communication strategies for different stakeholder groups
- Using empathy and transparency to build trust
Digital Communication Tools in Crisis
- Leveraging digital platforms for crisis communication
- Best practices for using social media, company websites, and email
- Monitoring online sentiment and managing misinformation