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Crisis Management
A specialized training program focused on how to handle a crisis effectively, avoiding potential harm on customer satisfaction and the brand image of the company

Target Audience

Individuals from different departments and administrations who will be directly involved in a crisis management event.

Training Goals

  • to gain awareness of the importance of mental discipline 
  • to enhance mindfulness
  • to improve the decision-making process 
  • to build a better path of communication among people and departments
  • to decrease the negative impact on the brand image of the company
  • to maintain/increase satisfaction of both internal and external customers even in emergencies and unpredictable events

 

Contents

  • Setting the right priorities during emergencies both for the company and its customers
  • Making the procedures to follow clear
  • Gaining awareness of the critical points in decision making during emergencies
  • Making clear which communication channels to follow when dealing with a crisis
  • Understanding the strategy and structure of external communication, before - during - after the emergency event (1-way External Matrix Communication Framework) and the Dealing of Difficult Situations (DDS)
  • Understanding the strategy and structure of internal communication, before - during - after the emergency event (2-way Internal Matrix Communication Framework). Efficiency, clarity, impact, timing, critical path, breakdown points
  • Decision-making under times of uncertainty. Being aware of the ripple effect
  • Taking Immediate corrective actions during the emergency event
  • Creating and integrating best practices after the event is over. Conducting quality circles to achieve optimization

Training Methodology

  • creating and conducting situation simulations, role simulations and communication simulations at an increasing level of difficulty and in "real time” 
  • feedback loops after each simulation-role play 
  • building the required skills and improving "time and operations” at each level

Duration and Participations

2 x 2 training days (4 working days - 32 training hours) in groups of 6-8 participants

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