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 measurement 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!