Course Content

Module 1 – Crisis Management 101

  1. What is a crisis ?
  2. Recognising the emergence of a crisis.
  3. What is Crisis Management?
  4. What are Crisis Management Procedures?
  5. The Crisis Management Action Plan.
  6. The Crisis Management Team Roles.
  7. What is the role of communications during a crisis.
  8. Contingency Planning during a crisis.
  9. Integration of crisis management and business continuity.

Module 2 – Roles & Responsibilities

  1. Introduction.
  2. CMT Prerequisites.
  3. Skills and Traits.
  4. Role Cards
  5. CEO and Business Unit Executive
  6. CMT Leader
  7. CMT Coordinator
  8. CMT Administrator.
  9. External Communications.
  10. CMT Spokesperson.
  11. CMT Communications Support
  12. CMT People Support Team Leader.
  13. Internal Communications and HR Support.
  14. Technical Operations.
  15. CMT Legal.
  16. CMT Finance.

Module 3 – Phases of the Action Plan

  1. Introduction.
  2. Structure and Components of the Action Plan
  3. Making the Decision to Activate the CMT.
  4. Selection and Activation of the CMT.
  5. Initial Team Briefing.
  6. Implement a Planned Response.
  7. Assess the Latest Information.
  8. Manage Communications.
  9. Monitor and Control the Response.
  10. Making the Decision to Stand Down.

Module 4 – Initial Aids to Use in a Crisis

  1. Introduction.
  2. Emergency At A Glance.
  3. Incident Escalation Guide.
  4. Incident Classification Guide.
  5. Escalation Flowchart.
  6. The First Hour Checklist.

Module 5 – Tools and Templates

  1. Stakeholder Analysis.
  2. Contingency Planning Guide.
  3. Event and Communication Logs.
  4. Crisis Command Centres.
  5. CMT Notification and Callout.

Module 6 – CMT Communications

  1. Communications Roles.
  2. Communications Planning.
  3. Managing Stakeholders.
  4. Seven Rules for Media Engagement in a Crisis.
  5. Communicating to Minimise Public Outrage in a Crisis.
  6. Internal Communications.
  7. Influences, Followers and Inactives.
  8. Social Media – Pre Crisis.
  9. Social Media – Crisis Response.
  10. Social Media – Post Crisis.

Module 7 – Reputation Strategies in a Crisis

  1. Introduction.
  2. Crisis Origin.
  3. Crisis Type.
  4. Organisational Infrastructure.
  5. Message Strategy.
  6. Message Form.
  7. Information Outcomes

Module 8 – Contingency Planning

  1. Identifying Scenarios.
  2. Planning Tiers.
  3. Dynamic Plan Preparation.
  4. A Worked Example.

Module 9 – Training and Exercises

  1. Building Crisis Readiness.
  2. Phase 1 – Awareness Engagement.
  3. Phase 2 – Documentation Distribution.
  4. Phase 3 – Training.
  5. Phase 4 – Crisis Simulation Exercises.
  6. Phase 5 – Post Exercise Review.
  7. Unpacking the Exercise.
  8. Setting the Foundation.
  9. Building Success Measures.
  10. Shaping the Exercise.
  11. Tools for Effective Delivery.
  12. The Crisis Exercise Lifecycle.
  13. Practical Methods for Scenario Design.
  14. The Cold Debrief Report

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