Crisis Management & Communication

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