Details & Programme
This course is designed to give hands on practical tools, procedures and techniques which can be used for managing incidents and crises.
The course follows industry best practice, including the requirements of ISO 22301, BS11200 ‘Crisis Management – Guidance and Good Practice’, PD CEN/TS 17091 (soon to be ISO 22361) ‘Crisis Management – Guidance for Developing a Strategic Capability’ and tools, techniques and learning from academic papers, publications and practitioner experience.
Charlie Maclean-Bristol is a fellow of the BCI, with over 25 years of experience in Crisis Management and Business Continuity. He is on the ISO committee developing the new ISO 22361 crisis management standard and has written several training courses, some of which have been adopted by the BCI.
Charlie is a module leader for Glasgow Caledonian University’s MSc course on Crisis Management and Business Continuity. He is also the author of BC Training’s weekly bulletin, providing commentary on news events, advice for practitioners and a talking point for discussion on business continuity topics for thousands of readers worldwide.
Module 1: The crisis, the communications and the incident management landscape
- Explore case studies and track the changing landscape
- Are the characteristics of good incident management?
- How the incident landscape is changing and identification of new threats
Module 2: Determining Risks and Designing Contingency Plans
- Determine crisis and business continuity risks using a risk and issues management approach and identifying those that require specific contingency planning
- Develop strategies to address key risks through consideration of a variety of business continuity and communications solutions and structuring these into a coherent plan template
- Practical Exercise: Developing contingency plans for a specific risk or issue
Module 3: Situational Awareness and Decision Making
- Explore the tools and methods available to develop and maintain good situational awareness during an evolving event
- Review the way that information is received, understood, managed and shared among and between responders and teams
- Consider best practice decision making tools and processes used across industries and practice making informed decisions under pressure.
- Practical Exercise: Decision making with ambiguous information
Module 4: Stakeholder Identification and Management
- Identification and categorisation of stakeholders for different types of incident
- Different communications methodologies and their appropriateness
- Determining stakeholders’ information requirements
- Developing a business continuity stakeholder influence matrix to determine the relative importance of each stakeholder
- Exercise: Practice skills learned against a developing scenario
Module 5: Incident Management Tools and Techniques
- Introduce a number of tools and techniques available to members of the response team that can support and improve their management of an incident or crisis
Module 6: Development of a Crisis Communications Plan, Crisis Communications Roles in Incident Teams and Communications Support Team
- What is the purpose of a crisis communications plan?
- Chapters and contents
- The pros and cons of pre-written statements
- The roles and responsibilities of a crisis manager on an incident team and the requirement for a Crisis Support Team to assist them
Module 7: Developing a Media Response Strategy
- Understanding the requirements of traditional media and social media audiences
- Developing a core message and lines to take
- Different media strategies and the benefits of each
- Developing the message for different media channels including press statements, social media, website and direct messages
- Briefing, preparing and deploying spokespersons
- Exercise: Developing a media strategy and lines to take as a situation unfolds
Module 8: Developing Response and Recovery Objectives
- Develop an overall set of objectives for the coordination of activities, communications and actions for the response organisation
- Define “what success looks like” during an active response and aligning this with a logical strategy and transparent messaging
- Exercise: Developing objectives for different types of incidents and crisis
Module 9: Final Exercise
Live interactive exercise. All participants will take part in an exercise to practice the skills learned during the training. The exercise will run using a Media Incident Training Simulator (MITS), which replicates media and social media interest in an event. This will allow all delegates to use the skills they have learned to interactively respond to a developing incident. The exercise will be followed by a debrief.
Following the course, delegates will be able to:
- Describe the contemporary crisis, communications and incident landscape, and its relevance to the practice of incident and crisis management
- Evaluate the risks and issues for your organisation and identify appropriate contingency plan for managing them
- Use situational awareness tools and apply decision making techniques when responding to incidents and crises Identify the stakeholders relevant to an incident and differentiate between their communications requirements and criticality
- Prepare a crisis communication plan and distinguish between the different communications roles required in responding to a crisis
- Describe the different media strategies which can be considered during a crisis response
- Deploy tools and techniques which can be used by response team members to improve their management of an incident or a crisis
- Develop response and recovery objectives that reflect the requirements of an incident or a crisis
- Demonstrate and deploy the learning from the course during an interactive exercise
Who Should Attend?
The course is aimed at anyone who could be called on to manage their organisation’s response during a crisis or major incident - either as a communications or incident management professional or as part of their role on a crisis management team. The course is relevant to many different disciplines including business continuity, crisis management, disaster recovery, cyber security, crisis communications, high hazard industries and emergency response.
The following should attend this course:
• Business Continuity, Crisis, Cyber, Resilience and Emergency Planning Managers looking to improve their skills and take them to the next level
• Members of the crisis management teams or those responsible for crisis management and crisis communications
• Communications managers, coaches, PR managers and consultants
MA (Hons), PgD, FBCI, FEPS
If you would like this training delivered for your organisation only, please contact the BC Training team on 01253 542650 or email firstname.lastname@example.org.