Training on Crisis Communication and Reputation Management

Module 1: Risk Scanning & Issues Management

• Horizon scanning: early-warning signals, triggers, thresholds

• Building risk registers and issues heatmaps

• Prioritization frameworks and monitoring cadences

• Practical Exercise: Create an issues heatmap and trigger thresholds for your organization

Module 2: Crisis Planning, Governance & War-Room Setup

• Crisis definitions, levels, and escalation matrices

• Roles, RACI, and cross-functional coordination (Ops, HR, Legal, Security)

• Checklists, runbooks, and war-room workflows

• Case Study: Deconstruct a global brand’s crisis governance model

Module 3: Message Mapping & Stakeholder Communication

• Building message maps and holding statements (first hour response)

• Audience segmentation: employees, customers, media, regulators, investors

• Tone, empathy, and victim-centered communication

• Practical Exercise: Draft tailored statements for three stakeholder groups

Module 4: Media Handling & Digital Response

• Spokesperson prep: bridging, flagging, and tough Q&A

• Press briefings, live interviews, and remote media protocols

• Social listening, rumor control, and a digital command center playbook

• Practical Exercise: Live simulation—press conference + social media storm

Module 5: Legal, Ethics & Approval Workflows

• Working with counsel: privilege, disclosure, and regulatory constraints

• Privacy, safety, DEI, and accessibility considerations

• Fast approvals without bottlenecks

• Case Study: Balancing transparency vs. liability in a product crisis

Module 6: Business Continuity Integration

• Synchronizing crisis comms with BCM/DR plans

• Executive decision cycles and situational updates

• Supply chain and partner communications

• Practical Exercise: Build a crisis communications pack for a business disruption scenario

Module 7: Post‑Crisis Recovery & Measurement

• Trust rebuilding: apology strategy, remediation, and make-goods

• Sentiment tracking, reputation KPIs, and media analysis

• After Action Review (AAR) and embedding lessons learned

• Case Study: Reputation rebound after a high-profile incident