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Communication Skills in Crises

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Communication Skills in Crises


This training course utilizes various educational and interactive methods and tools that rely on using real-life issues to help participants effectively and efficiently apply theoretical concepts to practical examples. The course is divided into four educational foundations: theoretical concepts (lectures and presentations), role-playing (group exercises), sharing experiences (group discussions), and addressing global crises and selected policies that participants will examine.

Course Objectives:

By the end of the course, participants will be able to:

  • Identify different types and characteristics of crises.
  • Compile a list of different principles for communication during crises.
  • Plan crisis management processes that seek to mitigate potential effects on their organizations.
  • Explain the benefits of using media during crises.
  • Evaluate and prioritize dimensions related to crisis communication management.
  • Analyze and interpret the results of crisis communication management.

Target Audience:

This training course targets team leaders, supervisors, public relations department managers, and all professionals involved in crisis communication management.

Training Program Content:

  • Introduction
  • Defining Crises
  • Overview of Communication Concepts
  • Different Types of Communication
  • Key Aspects of Crises
  • Evolution of Crises
  • Principles of Communication during Crises
  • Setting Clear Objectives
  • Rapid Response
  • Taking Responsibility
  • Appropriate Messaging
  • Knowing Your Audience
  • Demonstrating and Preserving Reliability
  • Coordination with Others
  • Continuous Monitoring
  • Crisis Management Process
  • Pre-Crisis Stage
  • Crisis Management Plan
  • Crisis Management Team
  • Role of the Spokesperson
  • Crisis Occurrence Stage
  • Initial Response
  • Reputation Repair
  • Post-Crisis Stage
  • Lessons Learned
  • Follow-up and Communication
  • Media and Communication during Crises
  • Media and Communication
  • Media as a Partner in Crisis Response
  • Social Media and Communication during Crises
  • Social Media as a Useful Tool or Challenge
  • Effective Use of Social Media in Crisis Communication
  • Dimensions of Crisis Communication Management
  • Operational Decision-Making Aftermath
  • Victim Management Aftermath
  • Trust and Reliability Aftermath
  • Behavior Aftermath
  • Professional Expectations Aftermath
  • Ethical Dimension
  • Lessons Learned
  • How to Measure Your Results in Crises
  • Output Measurement
  • Crisis Impact Measurement
  • Result Measurement
  • Steps of the Measurement Program
  • Goal Setting
  • Identifying the Audience
  • Identifying Measurement Criteria and Indicators
  • Choosing Timing and Determining Budget and Measurement Tools
  • Analyzing Results, Extracting Information, and Providing Recommendations.

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