This course is intended for professionals who play key roles in crisis management, emergency response, risk assessment, and business continuity planning. It is particularly relevant for:

· Senior Executives and Decision Makers: Responsible for strategic crisis management and oversight of emergency planning.

· Crisis Management Teams: Individuals directly involved in creating and implementing crisis response strategies.

· Risk Management Professionals: Tasked with identifying and mitigating risks across the organization.

· Business Continuity Planners: Responsible for maintaining operations and planning recovery during and after emergencies.

· Emergency Response Coordinators: Individuals involved in organizing and leading emergency responses.

· Public Relations and Communications Officers: Charged with managing communications during and after a crisis.

· Human Resources Managers: Managing staff safety, well-being, and communication during crises.

· Security Personnel: Ensuring the physical security of the organization and responding to threats or disruptions.

· Government Officials and Policy Makers: Especially those involved in public safety, disaster preparedness, and emergency response planning.

The Crisis Management and Emergency Response Planning course combines theory with practical, hands-on learning. The course employs various interactive learning methods, including:

· Lectures and Presentations: Introduce core concepts, best practices, and crisis management frameworks.

· Workshops and Group Discussions: Encourage collaboration and critical thinking to develop crisis management and emergency plans.

· Real-World Case Studies: Analyze real-life examples of both successful and failed crisis responses, highlighting lessons learned.

· Crisis Simulations: Provide opportunities for participants to practice crisis leadership, decision-making, and communication in high-pressure, time-sensitive situations.

· Role-Playing Exercises: Help participants practice media handling, stakeholder management, and crisis communication.

· Post-Crisis Evaluations: Review and analyze team responses to simulated crises, providing constructive feedback and improvement recommendations.

Day 1: Understanding Crisis Management and Emergency Response

This foundational day introduces participants to the essential concepts of crisis management and emergency response planning, providing a solid groundwork for the more advanced topics covered in subsequent days.

1. Introduction to Crisis Management and Emergency Response

· Definitions and Key Concepts:

o Crises vs. Emergencies vs. Disasters.

o Understanding the differences between operational, reputational, legal, and natural crises.

· Types of Crises:

o Sudden (e.g., terrorist attacks, natural disasters) vs. Smoldering (e.g., financial mismanagement, regulatory violations) crises.

· Importance of Crisis Management and Emergency Response:

o The long-term impact of crises on an organization's reputation, finances, and stakeholder trust.

· Case Studies:

o Real-world crises (e.g., BP oil spill, 9/11 terrorist attacks, corporate scandals) highlighting successful and failed crisis management efforts.

· The Increasing Importance of Preparedness:

o The modern-day context of interconnected economies and social media making crises more complex and fast-moving.

2. The Crisis Lifecycle

· Stages of a Crisis:

o Pre-Crisis: Risk identification and mitigation.

o Crisis Response: Immediate actions taken to manage the crisis.

o Post-Crisis: Recovery, business continuity, and learning.

· Key Crisis Lifecycle Models:

o Crisis lifecycle theory and models (e.g., Coombs’ crisis management model, Fink’s four-stage model).

· Aligning Crisis Management with Emergency Response:

o Integrating both reactive (emergency response) and proactive (crisis management) elements.

3. Risk Management and Vulnerability Analysis

· Risk Identification and Mapping:

o Conducting internal and external risk audits.

o Identifying vulnerabilities (e.g., supply chain, human resources, IT infrastructure).

· Conducting Comprehensive Risk Assessments:

o Tools such as SWOT, PESTLE, and HAZOP for crisis-related risk analysis.

o Likelihood vs. Impact Analysis: Prioritizing crises based on probability and potential damage.

· Building Early Warning Systems:

o Developing mechanisms to detect and monitor emerging risks and threats before they escalate into crises.

Day 2: Crisis Management Frameworks and Emergency Response Planning

This day focuses on how to build a crisis management framework and emergency response plans to ensure an organization's readiness for any crisis scenario.

1. Building a Crisis Management Framework

· Core Components of a Crisis Management Plan:

o Crisis identification and classification.

o Incident command system and decision-making structures.

o Activation triggers for crisis management teams (CMTs).

· Developing Crisis Response Protocols and Procedures:

o Key crisis response processes: information gathering, decision-making, action plans.

o Establishing “go/no-go” decision-making thresholds for crisis activation.

· Establishing a Crisis Management Command Center (CMCC):

o Designing a centralized decision-making and operations hub during crises.

o Technology and communications systems used in CMCC.

2. Emergency Response Plans (ERP)

· Key Elements of an ERP:

o Evacuation plans, shelter-in-place procedures, lockdown protocols.

o Medical response, fire safety, and hazardous materials handling.

· Coordination with Local Emergency Services:

o Working with fire, police, medical, and disaster relief agencies during crises.

o Legal obligations and compliance during emergencies (e.g., OSHA regulations).

· Defining Critical Infrastructure and Services:

o Identifying core services that must continue during emergencies (e.g., data centers, emergency power, communication systems).

· Role of Technology and Automation:

o Leveraging emergency alert systems, digital crisis communication tools, and artificial intelligence for emergency response.

3. Forming a Crisis Response Team (CRT)

· Selecting Team Members:

o Criteria for choosing CRT members (e.g., leadership skills, technical expertise, stress resilience).

· Defining Roles and Responsibilities:

o Command hierarchy: Crisis managers, communication officers, emergency services liaisons, logistics coordinators.

· Training and Preparing the CRT:

o Regular crisis simulations, mock drills, and refresher training for CRT members.

o Documenting and updating roles/responsibilities over time.

Day 3: Crisis Communication and Stakeholder Management

On Day 3, participants will delve into the communication strategies essential for managing both internal and external stakeholders during crises. It emphasizes media handling, public relations, and maintaining trust.

1. Effective Crisis Communication Strategies

· The Role of Communication in Crisis Management:

o Why clear, timely, and transparent communication is vital to reducing panic and preventing misinformation.

· Internal Communication Strategies:

o Keeping employees informed and aligned with the organization's crisis response.

o Internal communication channels (e.g., intranets, email bulletins, leadership announcements).

· External Communication Strategies:

o Communicating with customers, partners, and shareholders.

o Transparency and accountability: How much to share and when.

· Managing Rumors and Misinformation:

o Monitoring social media and public sentiment during a crisis.

o Rapid response strategies for misinformation control.

2. Media Relations During a Crisis

· Handling Media Inquiries and Interviews:

o Techniques for staying calm, focused, and consistent during media engagements.

o Media spokesperson training: Managing aggressive questioning, avoiding speculation.

· Crafting Press Releases and Media Statements:

o Best practices for writing concise, informative, and accurate statements during crises.

o Balancing transparency and protecting sensitive information.

· Managing Social Media in Crisis Situations:

o Using social media for real-time updates.

o How to control the narrative and respond to online backlash.

3. Stakeholder Management

· Identifying Key Stakeholders:

o Who are the most important stakeholders during a crisis? (Employees, customers, regulators, investors, communities).

· Maintaining Stakeholder Trust:

o How to communicate in ways that preserve credibility and long-term relationships.

o Post-crisis strategies for rebuilding trust and re-engaging stakeholders.

Day 4: Leadership in Crisis and Emergency Response

Day 4 focuses on the leadership skills and decision-making frameworks necessary to navigate crises. Participants will learn how to maintain control, ensure team cohesion, and make rapid decisions.

1. Leading Teams Through Crises

· Key Leadership Qualities in Times of Crisis:

o Confidence, decisiveness, and emotional intelligence.

· Maintaining Team Morale and Productivity Under Stress:

o Techniques to ensure that teams remain motivated and engaged during crises.

o Balancing empathy with authority in leadership.

· Managing Conflict and Uncertainty:

o Conflict resolution strategies in high-pressure environments.

o Fostering collaboration and communication in the Crisis Response Team (CRT).

2. Decision-Making Under Pressure

· Decision-Making Frameworks for Crisis Environments:

o Using models like the OODA Loop (Observe, Orient, Decide, Act) for rapid response.

o The Vroom-Jago Decision Model for determining when to act decisively and when to involve others.

· Prioritization of Resources:

o Allocating personnel, budget, and equipment efficiently during crisis situations.

· Ethical Considerations During Crises:

o Balancing operational decisions with legal and ethical implications.

o Protecting employees, communities, and the environment.

3. Business Continuity and Recovery

· Business Continuity Planning (BCP):

o Creating continuity plans to ensure core functions continue during crises.

o Identifying critical business operations and systems.

· Phased Recovery Planning:

o How to structure immediate, short-term, and long-term recovery efforts.

o Managing post-crisis transitions back to full operational capacity.

Practical Exercise:

· Leadership Simulation: Participants engage in a leadership simulation where they must navigate a rapidly evolving crisis, manage teams, and make key decisions in real-time.

Day 5: Post-Crisis Recovery and After-Action Review

The final day focuses on recovering from a crisis and evaluating the response. Participants will learn how to extract valuable lessons from the crisis and improve future preparedness.

1. Post-Crisis Recovery and Evaluation

· Transitioning from Crisis to Recovery:

o Shifting focus from immediate crisis response to long-term recovery.

o Prioritizing and allocating resources for recovery.

· Assessing the Impact of a Crisis:

o How to measure financial, operational, and reputational damage.

o Communicating recovery efforts to stakeholders.

2. After-Action Review (AAR)

· Conducting Post-Crisis Evaluations:

o Reviewing crisis response efforts, identifying successes and failures.

o Tools for conducting AARs (e.g., surveys, interviews, data analysis).

· Lessons Learned and Continuous Improvement:

o Capturing lessons and updating crisis management plans based on experiences.

o Institutionalizing changes to improve organizational resilience.

3. Crisis Management Exercises and Drills

· Importance of Regular Testing:

o Conducting drills and simulations to assess readiness.

· Types of Crisis Simulations:

o Full-scale simulations, tabletop exercises, and functional exercises.

· Evaluating Team Performance During Drills:

o Reviewing the effectiveness of crisis teams in simulated environments.

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.

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