Communication Skills in Crisis Situations
Methodology:
- Utilizes various educational and interactive methods and tools
- Relies on real-life issues to help participants effectively apply theoretical concepts
- Divided into four educational foundations: theoretical concepts (lectures and presentations), role-playing (group exercises), experience sharing (group discussions), and addressing global crises and selected policies.
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 operations to mitigate their potential effects on their institutions
- Clarify 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.
Program Content:
- Introduction
- Defining crises
- Overview of communication concepts
- Different types of communication
- Key aspects of crises
- Evolution of crises
Principles of Crisis Communication:
- Setting clear goals
- Rapid response
- Taking responsibility
- Appropriate messaging
- Understanding your audience
- Demonstrating and maintaining credibility
- Coordinating with others
- Continuous monitoring
Crisis Management Process:
- Pre-crisis stage
- Crisis management plan
- Crisis management team
- Role of spokesperson
- Crisis occurrence stage
- Initial response
- Reputation repair
- Post-crisis stage
- Lessons learned
- Follow-up and communication
Media and Communication in Crises:
- Media and communication channels
- 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 dimension
- Victim management dimension
- Trust and credibility dimension
- Behavioral dimension
- Professional expectations dimension
- Ethical dimension
- Lessons learned
Measuring Your Results in Crises:
- Measuring outputs
- Measuring the impact of the crisis
- Measuring outcomes
- Steps in the measurement program
- Setting goals
- Identifying the audience
- Defining measurement criteria and indicators
- Timing, budgeting, and measurement tools selection
- Analyzing results, extracting information, and making recommendations
