Introduction:

This course provides participants with concrete crisis management solutions and strategies, while giving insight into the delivery of effective Crisis Command, Control, Communications & Intelligence (C3i) implementation and stakeholder response.

This is a practical course that provides participants with a framework that is aligned with the British Standards Institute (BSI) BS 11200, coherence with NCEMA 7000, and ISO 22301 and International requirements. It includes specific templates for Crisis Management that participants will be able to take away to use in their organizations.

It incorporates elements that bring Crisis Management to life, and the course identifies how to analyze complex incidents to deliver effective solutions through best-in-class processes and procedures for building an operational response

Targeted Groups:

This course is designed for those working in a non-hazardous environment such as corporate offices, retail, transport, hospitality, healthcare public services, etc. It is ideal for senior managers who are responsible for dealing with crises at strategic and tactical levels, as well as operations managers and crisis management team personnel. Business Continuity, quality, and audit professionals such as Business Continuity Managers, Business Continuity Coordinators

Course Objectives:

At the end of this course the participants will be able to:

• Understand Crisis Management and its preferred framework for the private and public sectors
• Understand the escalation of the incident to the crisis to disaster
• Understand Civil Defence responsibilities
• Apply effective crisis management tools and techniques for when an organization is under pressure
• Develop an effective stakeholder management plan for use in a crisis
• Identify measures that would improve their organizations' crisis management capabilities

Targeted Competencies:

• Crisis Management
• Business Continuity Management
• Risk Management
• Contingency Planning
• Internal & External Audit

Course Content:

Unit 1: Crisis Management Overview:

• Define Crisis Management
• Crisis Management framework
• The Crisis Management relationship and dependency on other standards (e.g. Business Continuity, Risk Management, and Emergency Management)
• Exactly what is a crisis?
• Making the distinction between an incident, a crisis and a catastrophe

Unit 2: Threat Scenarios:

• What is a threat scenario?
• Deciding which threat scenarios to plan for
• National Risk Registers, associated legislation and civil emergency responses
• Methods for controlling risk
• The Cyber Threat (identified as the Number One threat on the Business Continuity Institute Threat Horizon survey)

Unit 3: Crisis Management Core Concepts:

• Brand, image and reputation
• The phases of a crisis
• Understanding the cause of a crisis
• Twelve steps to help an organization through a crisis
• The Implications of the nature of a crisis
• Recovering from a crisis

Unit 4: Avoiding the Avoidable:

• A few precautions can make all the difference
• Protecting your most important assets

Unit 5: Crisis Management Team:

• Leadership – The profile of a good crisis management leader
• Crisis Management Team structure
• When the leader is the problem
• Succession Planning – the Crisis Management Team and beyond
• Strategies, structures and command
• Managing crisis generated stress

Unit 6: Crisis Management and Communication:

• Preparing your communication and media response plan
• Internal communications
• External communications
• Mobilizing your crisis teams
• Stakeholder management
• What to say and what to avoid saying

Unit 7: The Paradox that is Social Media:

• Social Media overview
• Has crisis management become a spectator sport?
• Monitoring social media
• Can social media cause a crisis?
• Could a serious civil emergency saturate social media?

Unit 8: Training and Exercising

• Why validate your crisis management plan
• Learning to walk before you try to run
• Creating a training and exercising program
• Planning an exercise
• Lessons learned