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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