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 measurements tools
  • Analyzing results for conclusions and recommendations