Workshop Crisis & Conflict Management

Introduction

Course Objectives of Crisis and Conflict Management

• 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.

Course Outlines of Crisis and Conflict Management

Day 1

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.

Day 2

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.

Day 3

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.

Day 4

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.

Day 5

How to measure your results in a crisis

• Measuring outputs.
• Measuring the 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 measurement tools.
  • Analyzing results for conclusions and recommendations.