LCM 203 CRISIS COMMUNICATIONS WORKSHOP 2D

A highly intensive 2-day participative workshop on handling crisis communications

Every organization is vulnerable to crises. The days of playing ostrich – burying one’s head in the sand and hoping the problem goes away – are gone. Many an organization has tried that and failed – too many stakeholders have watched what happened with Malaysian Airlines, Volkswagen, FIFA, and Lance Armstrong and so on, and will not be understanding or forgiving anymore.

To put it another way, as an organization, if one doesn’t prepare, one simply incurs more damage. Too many organizations fail even the first step of crisis preparedness when they fail a vulnerability audit, because they fail to address the many communications issues related to crisis or disaster response. But no fear – organizations can be like Air Asia, and be always able to address communication crises.

WHO SHOULD ATTEND

President/CEO, directors, PR Firms, HODs, administrators, senior managers, mid-level managers, supervisors, leaders, etc. and leaders of all organizations and anyone who is already a part of a Crisis Management Team.

Workshop Benefits:

  • Strengthening operational responses through effective internal networking
  • Learn how to keep stakeholders in the know and get them on board and on your side
  • Show your organization as being strong and proactive in ensuring customer satisfaction
  • Quickly address issues and bring them to full resolution effectively
  • Reduce the negative impact to the financial and reputational bottom line of the organization
  • Manage Social Media in relation to a Crisis  

 

WORKSHOP CONTENT

Introduction and Course Overview

  • Ice Breaker & Introductions
  • Identifying personal learning objectives
  • Problems and challenges I face…

Anticipating Crises

  • Crisis Management Team vs Crisis Communications Team
  • Selection of Team Members

Crisis Communications Team

  • Intensive Crisis Brainstorming
  • Addressing Issues Before They Arise
  • Vulnerability Audit
  • Crisis Response Plan
  • Dangers of Speaking Legalese

Spokespersons

  • Identifying and Training Spokespersons
  • Having More than One
  • The right skills – Ability to Know What to Say
  • The right position – Who’s the PIC?
  • The right training – It IS Hard Talk

Stakeholder Management

  • Identifying and Knowing Stakeholders
  • Internal & External
  • Creating a Cheat Sheet
  • Monitoring Systems

Monitoring Communications

  • Crisis Communication – Preserving the Organization
  • Potentiality of Misunderstanding or Misinterpreting Information
  • Social Media Accounts
  • Not Depending on Just One Modality

Media Relations

  • Television & Print
  • Web Presence, Blogs & The Internet

Issues and Crises

  • Communication Planning
  • Gauging the Impending Crisis Level
  • Providing Feedback and Insights
  • How Information Will be Distributed
  • Tracking the Overall Effect

Employee Communications

  • Verbal Communication
  • Non-Verbal Communication Skills (Body Language)
  • Email Etiquette
  • Negotiation Skills
  • Making an Impact

Developing Holding Statements

  • Information Vacuum
  • Pre-draft Messages
  • The Crisis Communication Channel
  • Examples of Holding Statements 

Assessing the Crisis Situation

  • Initial Response
  • Being Quick, Accurate, and Consistent
  • Dangers of Not Being Prepared
  • Initial Crisis Response Best Practices
  • Activity: Rap Star

Reputation Repair and Behavioral Intentions

  • Reputation Repair Strategies
  • Attribution of Crisis Responsibility
  • Attribution Theory-based Crisis Communication

Finalizing and Adapting Key Messages

  • What are Stakeholders Looking For?
  • Keeping It Simple
  • Activity:  In Trump Tower

Post-Crisis

  • NOT Business as Usual
  • Follow-up Communication
  • Post-Crisis Analysis

Wrapping Up

  • Words from the Wise
  • Workshop debrief plus Q&A
  • Developing An Action Plan

 

 

A HIGHLY INTERACTIVE PROGRAM – with lots of audience participation

Our trainers use the 40%-expert-input-/-60%-audience-participation formula in this training program.  For maximum learning impact and retention, they use audience participation techniques such as individual exercises, group exercises / discussions, peer-teaching activities, case studies, role plays, humor, kinesthetic exercises, super-learning inducement / stress release exercises, subconscious-mind conditioning activities, music, and watching and discussing video clips.

ENDORSEMENTS: Validated by EDS Advance Academy, Asia Pacific, in collaboration with Southern Luzon State University, Batangas State University, Sultan Kudarat Polytechnic State College, Ifugao State College for Agriculture & Forestry, Laguna State Polytechnic University, Palawan State University, Akamai University, and American Heritage University for CEU award purposes

Programs Offered In: India, Pakistan, Sri Lanka, Maldives, Singapore, Malaysia, China, Taiwan, Indonesia, Brunei, Thailand, Cambodia, Vietnam, Laos, Myanmar, Philippines, UAE, Czech Republic, and USA

Developed by: 

HRD Gateway International Management Development Centre Faculty

Used under licence

Trainers Conducting This Program: 

T Sanmuga

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