Global Learning for Operational Leaders
Classroom
16 sessions
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Online / Live
16 sessions
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Introduction
Course overview
On social media, a complaint, video or rumour can escalate into a full crisis within hours. Organisations need monitoring, protocols and skilled responses to protect reputation.
This Aractech course covers social media crisis types, monitoring and early detection, escalation protocols, response strategies and tone, coordination with legal and leadership, handling misinformation, recovery and learning. Participants respond to a live-style social media crisis simulation.
What you will achieve
Learning objectives
- Recognise social media crisis types
- Monitor and detect issues early
- Apply escalation and approval protocols
- Respond with appropriate tone and speed
- Handle misinformation and trolls
- Recover and learn after crises
Who should attend
Target audience
- Social media managers
- PR and communication professionals
- Crisis communication teams
- Customer service leaders
- Marketing managers
- Legal and compliance staff
Methodology
Learning approach
- Crisis simulation
- Case studies
- Protocol workshops
- Response drafting
- Debriefs
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
Social Media Crises
- Crisis types
- Speed of escalation
- Case studies
- Coffee break
- Case studies (continued)
- Impacts
- Exercise: Risk review
Day 2
Monitoring and Escalation
- Listening tools
- Early warning
- Escalation protocols
- Coffee break
- Escalation protocols (continued)
- Approval workflows
- Workshop: Escalation protocol
Day 3
Responding
- Response strategies
- Tone
- Apologies
- Coffee break
- Apologies (continued)
- Platform differences
- Exercise: Response drafting
Day 4
Misinformation and Coordination
- Misinformation
- Trolls
- Legal coordination
- Coffee break
- Legal coordination (continued)
- Leadership
- Simulation: Social media crisis
Day 5
Recovery
- Recovery
- Reputation repair
- Lessons learned
- Coffee break
- Lessons learned (continued)
- Preparedness
- Capstone: Social media crisis plan
FAQ
Frequently asked questions
What does Social Media Crisis Management (PR-018) 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 9 - 13 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Social media managers, PR and communication professionals, Crisis communication teams
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 Barcelona, Istanbul, Frankfurt, Vienna, London, Munich, Madrid, Rome, Paris.
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).
Quick request
Send quick request
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Request a formal quotation
Choose an available date and venue, add your participants, and we will email a formal quotation for Social Media Crisis Management to your business address.