Crisis Communication - The First 24 Hours

Ineffective communication with key stakeholders during a crisis often spins off its own crisis of credibility for organizations. Crisis Communication: The First 24 Hours! enables organizations to make an effective crisis response especially in the first 24 hours of a crisis. It focuses on communicating with key stakeholders such as the media, employees and consumers. Participants will learn how to craft and deliver crisis messages to key stakeholders, especially in the first 24 hours of a crisis.

At the end of the course, participants should be able to:
- Understand the elements of an effective crisis communication plan.
- Craft crisis messages for key stakeholders such as the media, employees, and customers.
- Deliver crisis messages in public meetings to the above key stakeholders.
- Manage Q&A sessions.
- Handle hostile Q&A situations.

Course Outline
1. Fundamentals of crisis communication:
- Crisis response the first 24 hours
- Effective crisis response: initial response time, crisis containment and follow-up communication.

2. Strategic communication with key stakeholders:
- Segmentation of stakeholders.
- Customization of messages, channels of communication, spokespersons and feedback channels.
- Construction of crisis messages: what happened, how did it happen, what are you doing to ensure the crisis doesn’t happen again, what are your business continuity plans, and how do we help/protect ourselves as stakeholders?
- Management of Q&A sessions.
- Management of hostile situations during Q&A.

3. This course combines the following styles of training:
- short interactive lecture-cum-discussions, group practice and presentations, and mock press conference/public meetings.

To register:
(1) 11 February 2009 ► Register for this run
(2) 15 May 2009 ► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$390.00 NTU Alumni: SGD$312.00 Group (3 & above): SGD$351.00

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