Crisis Communications
PR teams tend to spend their working lives promoting their clients; so when a client is hit by a crisis or major incident, few are experienced in the basics of how to protect a reputation. This one-day training programme takes attendees through the evolution of a crisis, looking at how to devise an appropriate response plan and prepare media statements. This session provides delegates with the tools to manage common crisis situations and incidents.
- Defining a crisis: what is a crisis and real life examples
- Commercial impact: why effective crisis management matters
- Key skills: is crisis management for you?
- How a crisis unfolds: the nature of crisis with examples
- Managing clients: how managers behave in a crisis and how to get the information you need
- Key messages: developing key messages for crisis response
- Statements: structuring and writing response statements
- Other essential crisis materials: preparing questions & answers, stakeholder letters/emails, employee communications, call centre scripts and more
- Handling inbound media enquiries: the questions journalist will ask
- Strategic options: planning your response
- Advising clients through a crisis: the 10 point checklist of dos and don’ts
Optional modules for some common crisis management scenarios:
- Holding statement workshop
- Working with customer service teams & fraudulent claims
- Managing business closure and redundancy programmes
- Managing a tabloid investigation, libel and the role of media lawyers
- Handling a product recall
- Working with the police and other authorities in criminal activity and loss of life situations