Upon completion of this course, participants will be able to:

• Develop comprehensive crisis communication plans and protocols
• Identify potential crises and conduct vulnerability assessments
• Apply crisis communication principles to various emergency scenarios
• Manage media relations effectively during high-pressure situations
• Communicate with empathy and transparency while protecting organizational interests
• Utilize digital and social media for crisis communication
• Coordinate communication across multiple stakeholders and channels
• Manage rumor control and misinformation during crises
• Lead reputation recovery and post-crisis communication efforts

• Corporate communications and public relations professionals
• Executives and organizational leaders
• Risk management and business continuity specialists
• Government and public affairs officials
• Healthcare and safety administrators
• Legal and compliance professionals
• Marketing and brand management staff
• Anyone with crisis communication responsibilities

This course employs an immersive simulation methodology with real-world scenarios based on actual crisis situations across different industries. Participants will analyze case studies of successful and problematic crisis communication responses from recent organizational crises. Group activities will include crisis simulation exercises, media interview practice, and crisis team role-playing. Individual exercises will focus on developing holding statements, creating crisis communication plans, and practicing difficult message delivery. Mini-case studies will examine specific crisis types such as natural disasters, product tampering, executive scandals, and cyber attacks. Syndicate discussions will explore ethical dilemmas in crisis communication and develop strategies for balancing transparency with legal protection.

Foundations of Crisis Communication

• Types of organizational crises and their communication challenges
• Crisis lifecycle: preparation, response, recovery phases
• Stakeholder analysis and prioritization during crises
• Legal and ethical considerations in crisis communication

• Conducting vulnerability and risk assessments
• Developing crisis communication plans and protocols
• Crisis team roles and responsibilities
• Pre-approved messages and holding statements

Crisis Response Strategies

• First hour communication priorities and actions
• Activation of crisis communication systems
• Information verification and fact-gathering processes
• Coordinating communication with operational response

• Developing key messages for different stakeholder groups
• Communicating with empathy and transparency
• Admitting mistakes and taking responsibility appropriately
• Balancing legal considerations with communication needs

Media Relations in Crisis

• Media monitoring and intelligence gathering
• Press conference planning and execution
• Interview techniques for high-pressure situations
• Managing difficult questions and hostile media

• Selecting and preparing appropriate spokespeople
• Media training for crisis situations
• Non-verbal communication under pressure
• Bridgeing and message discipline techniques

Digital Crisis Communication

• Monitoring social media during crises
• Responding to comments and questions online
• Correcting misinformation and rumors
• Using social media for rapid information dissemination

• Website crisis communication pages and updates
• Email and text alert systems
• Internal digital communication during crises
• Managing online reputation during and after crises

Stakeholder Communication

• Keeping employees informed and aligned
• Addressing employee concerns and fears
• Using employees as communication ambassadors
• Internal communication channels and protocols

• Communicating with customers and clients
• Regulator and government agency communication
• Community and neighbor relations
• Investor and financial community updates

Specialized Crisis Scenarios

• Product recalls and safety issues
• Data breaches and cybersecurity incidents
• Workplace accidents and safety crises
• Executive misconduct and leadership crises

• Managing brand reputation during controversies
• Responding to activist campaigns and boycotts
• Handling whistleblower situations
• Managing merger and acquisition communication challenges

Recovery and Learning

• Transitioning from response to recovery messaging
• Rebuilding trust and reputation
• Communicating corrective actions and improvements
• Memorializing and honoring affected parties

• Conducting post-crisis reviews and after-action reports
• Measuring communication effectiveness during crises
• Updating crisis communication plans based on lessons learned
• Continuous preparation and simulation exercises