Whether you are presenting your business ideas or attempting to resolve a conflict within your company or team, communication is a key to reaching your goal. The aim of this course is to assist you in becoming a more effective communicator by learning how to identify people's thinking patterns and preferred learning methods and by tailoring your communication accordingly.

You will learn how to use every resource you have available to elevate your speeches and presentations from mundane to captivating. Moreover, in this course, you will learn how to resolve even the most problematic conflicts using a variety of approaches and proven techniques. You will identify your preferred conflict resolution style and learn how to adapt it to tackle the situations you may face as well as become equipped with the ability to diffuse conflicts and use them as a platform for positive change.

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

Course outline

Basis of crisis communication

• 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
• Behaviour dimension
• Professional expectations dimension
• Ethical dimension
• Lessons learned
• How to measure your results in a crisis
• Measuring outputs
• Measuring 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

Who should attend

• Managers/Directors who have responsibilities for crisis management and those who wish to acquire requisite skills for future roles in managing crisis.

Methodology

The method of training for each module is highly participatory. And training sessions will include:

• Exciting practical group exercises,
• Role-plays
• Case studies
• Live instructions
• Video presentations
• Explicit practical examples
• PowerPoint presentations