Training Course: Workshop Crisis & Conflict Management
Training Course: Workshop Crisis & Conflict Management
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Training Course: Workshop Crisis & Conflict Management
Learn the process of Crisis Management by which an organization deals with a major event that threatens the organization, stakeholders, or the general public!
This course provides participants with the opportunity to identify how a crisis can impact an organization and what should be done to mitigate its effects. The course focuses on how to prepare the communication function to respond rapidly and effectively in the event of a crisis in order to be able to manage perceptions in the media and online.
By attending this course, you will learn best practices in crisis communication management, situation analysis, risk assessment, crisis team formation and responsibilities, protocols, and resources to be used such as crisis manuals and communication tools.
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
Training Course: Workshop Crisis & Conflict Management
Learn the process of Crisis Management by which an organization deals with a major event that threatens the organization, stakeholders, or the general public!