Course Objectives
Crisis Communication Skills - Virtual Learning
By the end of the course, participants will be able to:
- Identify the different types of crises and their aspects
- List the various principles of crisis communication
- Devise crisis management processes aimed at mitigating potential crises in their organizations
- Demonstrate the benefits of using the media in a crisis situation
- Evaluate and prioritize the dimensions involved in crisis communication management
- Analyze and interpret results achieved through crisis communication management
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.
Target Competencies
- Public speaking
- Verbal and non verbal communication
- Influencing audiences
- Building rapport
- Motivating subordinates
- Organizing and leading projects
Course Outline
- 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
- Pre-crisis phase
- 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