This module introduces you to the course and your instructors. How an organization prepares for a crisis makes all the difference, and the real work happens well before you have any sign of a crisis. Anticipation, planning, defining key roles, practice, and continual review – these are all elements that make for a credible, competent response that builds confidence in your organization. This module explains why the communication skills you normally use in your professional life may not work when you are under attack. We will also share our relevant crisis communication experience, which includes everything from responses to nuclear power plant accidents to poisoned dog food.
Highlights:
Tools:
Why is crisis communications difficult? And why is it different? This module will address those essential questions. It reviews new skills successful communicators must learn that draw on decades of research about how best to communicate in scenarios where fear dominates and simple reliance on factual information is insufficient.
Highlights:
Tools:
Module 3 delves deeply into those techniques a crisis communicator must apply. It reviews the power of perception and how this is a principal factor affecting whether your audience will trust you.
Highlights:
Tools:
Remaining calm and collected in a crisis is hard enough. Even standing before an audience that has a high degree of confidence in you can itself be terrifying. In fact, if public speaking doesn’t terrify you, you’re one of the lucky ones. According to one survey, most people said that they’d rather be hit by a bus than speak in front of a live audience. In this module we’ll review techniques you can use to help stay composed and poised. We’ll also practice exercises designed to help calm your nerves and reduce anxiety.
Highlights:
Tools:
Consider what’s changed in the past couple decades. How do people get their news? The Internet has taken traditional forms of media by storm. Television, radio and print once ruled. No longer. We now have access to an infinite number of channels, and communication happens in real time. That means spokespeople must master far more than the traditional channels; it’s also critical to know how to navigate online avenues and social media.
Highlights:
Tools:
You are now in the thick of a crisis. Do you have the protocols in place to navigate the situation and stay on message? This module focuses on how you put into action what you have learned and what you have been preparing for. We will review critical first steps that need to be done right to contain a situation and avoid the escalation of mistrust and frustration that can damage your organization’s reputation.
Highlights
Tools