Crisis Communication Skills

Why Attend

What do the 2010 British Petroleum spill, the disappearance of Malaysia Airlines flight MH 370, and the financial crisis of 2008 have in common? They were all unexpected crises that rocked the world and created seemingly insurmountable Public Relations (PR) challenges for the organizations involved. 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 Methodology

The workshop is designed to be interactive and participatory with the occasional use of various educational and training tools. The course also relies on the use of real-life cases aimed at helping the participants translate the theory into application in an effective and efficient manner. The course is built on four learning pillars: concept learning (lectures and presentations), role-playing (group exercises), experience sharing (roundtable discussions) and exposure to real-world crises and policy choices that participants may confront.

Course Objectives

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

Location:

South Africa

Training Dates:

Each course starts every Monday of each week. Please book your training on a date that is a Monday.

Course Duration:

Unit Standard:

NQF Level:

Number of Credits:

Course Fees

Note: Please fill in the online application form on the left or bottom if this page to receive a quotation with detailed pricing from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website https://www.aaticd.co.za

NB: Terms and Conditions for Payment and Refunds

1.1. Full payment for the training workshop must be made at least 5 days before the scheduled workshop date.

1.2. Payment can be made via bank transfer, credit card, or any other agreed-upon method.

1.3. A confirmation of payment will be issued upon receipt of funds.

1.4. Any form of Payment means that trainee / delegate / client receiving the training accepts the training and agrees to these terms and conditions.

2. Cancellation and Refund Policy

2.1. Cancellations made 30 days or more before the workshop date will be eligible for a full refund, minus any administrative fees.

2.2. Cancellations made 15 to 29 days before the workshop date will be eligible for a 50% refund of the total payment.

2.3. Cancellations made less than 14 days before the workshop date will not be eligible for a refund.

2.4. Participants who fail to attend the workshop without prior notice will not be eligible for a refund.

3. Rescheduling

3.1. If a participant wishes to reschedule, a request must be submitted at least 14 days in advance, subject to availability.

3.2. A rescheduling fee may apply.

4. Workshop Cancellation by the Organizer

4.1. AATICD reserves the right to cancel or reschedule the workshop due to unforeseen circumstances, including but not limited to low enrolment, trainer unavailability, or force majeure events.

4.2. In the event of cancellation by AATICD, participants will be offered a full refund or the option to attend a rescheduled session.

4.3. AATICD is not responsible for any additional costs incurred by participants, such as travel or accommodation expenses.

5. Refund Processing

5.1. Approved refunds will be processed within 7 business days from the date of cancellation approval.

5.2. Refunds will be issued using the original payment method unless otherwise agreed.

6. Contact Information

For any questions regarding payments and refunds, please contact us at:

Email: apply@aaticd.co.za

Phone: +27 73 016 5042

By registering for the workshop, participants agree to abide by these terms and conditions.

In-House Trainings are also available for 3 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.

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

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 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