Global Learning for Operational Leaders
Professional training course
Crisis Communication Skills
What do the 2010 British Petroleum spill, the disappearance of Malaysia Airlines flight MH 370, and the financial crisis... The outline covers Introduction, Principles of crisis communications, Crisis management process,...
- 5 daysClassroom or online
- 14Upcoming dates
- 6Cities
- €1,925Fees from
Classroom
14 sessions
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Online / Live
14 sessions
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Introduction
Course overview
What do the 2010 British Petroleum spill, the disappearance of Malaysia Airlines flight MH 370, and the financial crisis of 2008 have in common? They were all unexpected crises that rocked the world and created seemingly insurmountable Public Relations (PR) challenges for the organizations involved. This course provides participants with the opportunity to identify how a crisis can impact an organization and what should be done to mitigate its effects. The course focuses on how to prepare the communication function to respond rapidly and effectively in the event of a crisis in order to be able to manage perceptions in the media and online.
By attending this course, you will learn best practices in crisis communication management, situation analysis, risk assessment, crisis team formation and responsibilities, protocols, and resources to be used such as crisis manuals and communication tools.
What you will achieve
Learning objectives
- Identify the different types of crises and their aspects
- List the various principles of crisis communication
- Devise crisis management processes aimed at mitigating potential crises in their organizations
- Demonstrate the benefits of using the media in a crisis situation
- Evaluate and prioritize the dimensions involved in crisis communication management
- Analyze and interpret results achieved through crisis communication management
Who should attend
Target audience
- This course is targeted at team leaders, supervisors and managers of public relations sections as well as any staff member who may be involved in managing communication issues during a crisis.
Methodology
Learning approach
- The workshop is designed to be interactive and participatory with the occasional use of various educational and training tools. The course also relies on the use of real life cases aimed at helping the participants translate the theory into application in an effective and efficient manner. The course is built on four learning pillars: concept learning (lectures and presentations), role playing (group exercises), experience sharing (roundtable discussions) and exposure to real world crises and policy choices which participants may confront.
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Introduction
- Definition of a crisis
- Overview of communication
- Various types of crises
- Coffee break
- Various types of crises (continued)
- Key aspects of a crisis
- Evolution of a crisis
Day 2
Principles of crisis communications
- Setting your clear objective
- Responding quickly
- Accepting responsibility
- Appropriate messaging
- Coffee break
- Appropriate messaging (continued)
- Profiling your audience
- Showing and maintaining credibility
- Coordinating with others
- Continuous monitoring
Day 3
Crisis management process
- Pre-crisis phase
- Crisis Management Plan (CMP)
- Crisis Management Team (CMT)
- The spokesperson's role
- Crisis event phase
- Coffee break
- Crisis event phase (continued)
- Initial response
- Reputation repair
- Post crisis phase
- Lessons learned
- Follow up with communication
Day 4
Crisis communication and media & Dimensions of crisis communication management
- Crisis communication and media
- Media and communication
- Media as a partner in crisis response
- Social media and crisis communication
- Social media as a beneficial tool or a challenge
- Dynamic use of social media in crisis communication
- Dimensions of crisis communication management
- Coffee break
- Dimensions of crisis communication management (continued)
- Standard operating decisions dimension
- Victims management dimension
- Trust and credibility dimension
- Behavior dimension
- Professional expectations dimension
- Ethical dimension
- Lessons learned
Day 5
How to measure your results in a crisis
- Measuring outputs
- Measuring impact
- Measuring outcomes
- Steps for a measurement program
- Coffee break
- Defining your objectives
- Defining your audience
- Defining your criteria and benchmarks
- Deciding upon your timing, budget and measurements tools
- Analyzing results for conclusions and recommendations
Course FAQs
Questions about this course
What participants and training managers usually ask before booking Crisis Communication Skills. Can't find your answer?
What does Crisis Communication Skills cover?
This course covers Public Relations through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 16 - 20 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
This course is targeted at team leaders, supervisors and managers of public relations sections as well as any staff member who may be involved in managing communication issues during a crisis.
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include London, Munich, Barcelona, Frankfurt, Rome, Kuala lumpur.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
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