Communication Skills in Crises
Methodology:
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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