Crisis Communications
Duration: 2 Days (9.00am - 5.00pm) | Code: JC-202B
Course Objective
What we are to others is dependent on what we communicate to them in various forms. But when a crisis occurs, there are stakeholders who demand to be informed. Sometimes omitting to communicate a crisis event can lead to another crisis of confidence and relationships to occur.
Crisis communications is not communications as one knows it. What we say, who to say, when should we say, and how we say it - all these can lessen or exacerbate the crisis situation for us. If our communication to different audiences is misunderstood ever so slightly, it can render us to be a liar or else be perceived as incapable of managing the crisis situation. This raises concerns in stakeholders which could instigate them to act in ways detrimental to us.
The course provides participants with understanding on the pressing needs of key stakeholders during a crisis time. Communication planning essentially creates bridges with each audience according to the time they need or expect to be informed. Crafting communication messages from one scenario and render them suitable to meet the requirements of each audience is key. But delivery of the communication is also important in appeasing an already irate audience.
CEO/MD, communications directors/managers and managers will benefit from this course.
Program Outline
1. Understanding Communications
- What is communications, and communications during a crisis
- Communication audiences: who are they
- Communications Framework
2. Case studies of Crises Communications
- Reviews of good and poor business resilience (real cases)
3. Crisis Management Planning
- Identifying communications needs: audience and time of communication
- Crafting the 3-part communication message, including underlying principles
- Communication channels: written (letter, email, press release), staged (meeting, TV)
- Audience's responses to communications
- Delivering communication messages
- Keeping communication lines with audiences
4. Crisis Communications Workshop
- Staging live press conference, TV interview
- Drafting communication messages
- Presenting on TV interview: selected participants will be videoed, for analysis