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Crisis Communication - The First 24 Hours!

Introduction

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.

Course Objectives

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.

Trainer(s)

Dr Chay-Nemeth, Constance

Constance Chay-Nemeth received her Ph.D. in Public Affairs and Issues Management from Purdue University, U.S.A. in 1998. She has more than 14 years of experience in the fields of education and communication, both in the United States and Singapore.

She teaches, trains, consults and researches in crisis management, public and corporate communications, public relations writing, campaigns and case studies, and health communication, among others. Besides training and consulting, Constance is also an adjunct instructor in business communication at the Nanyang Business School. She also held previous teaching positions at the Nanyang Technological University and Slippery Rock University (USA).

She has worked with a variety of organizations including Baxter International, Ogilvy Public Relations Singapore, the Public Relations Academy of the Ministry of Information, Communication and the Arts, the National University of Singapore, Jackson, Jackson and Wagner (USA), and Sage Marcom Communications (USA), among others. Currently, the National University of Singapore has selected Constance as their in-house crisis management trainer for their crisis incident commanders and crisis managers.

Constance is a member of the International Communication Association. She has peer reviewed for the Journal of Public Relations Research, Journal of Communication Management, and the International Communication Association. She has contributed to peer reviewed journals such as the Journal of Public Relations Research, the Journal of Health Communication, and the Journal of Knowledge Management. In 2003, she also wrote a book chapter on “Public Relations in Singapore,” published in the Global Public Relations Handbook: Theory, Research and Practice.

Who Should Attend

This course is designed for middle to senior level executives with varying degrees of experience and training in crisis communication. It is especially useful for managers and directors in all industry sectors, related but not limited to functions such as:

- Corporate Heads concerned with organizational sustainability beyond a crisis.
- Corporate Executives or Safety Managers tasked with crisis or emergency communication.
- Human Resource or Corporate Communications Executives responsible for public communication during a crisis.
- Risk Management or Crisis Management Team Leaders or any professional tasked with large-scale crisis response and/or mitigation responsibilities.

Course Details

Date:

20 November 2009

Time:

9:00am to 5:00pm

Venue:

NTU@one-north campus, Executive Centre

Closing Date:

6 November 2009

Fee:

Standard: SGD$390 Alumni: SGD$312 Group (3 & Above): SGD$351

Registration fees inclusive of:

Course materials
Light refreshments
Lunch
Complimentary parking (1 entry/day) - applicable at NTU@one-north campus only.
Prevailing GST

Online Registration

>> CLICK HERE to Register Online

Methods of Payment

1. Credit Card (Visa and Mastercard only)

2. Cheque made payable to Nanyang Technological University

3. Invoice to Company (for Company Sponsored Participants)

4. E-invoice (for Government Organizations)

Cancellation & Refund Policy

Written notification to cce@ntu.edu.sg or fax: (+65) 6774 2911 at least 10 days before course commencement	No cancellation charges (Full refund)
Written notification within 4 – 9 days before course commencement	50% of course fees (50% refund)
Written notification within 3 days before course commencement	100% of course fees (No refund)