By the end of this course, participants will be able to:

1. Understand Crisis Management and Business Continuity Concepts:

•  Differentiate between crisis management and business continuity.
•  Grasp the interconnected nature of crisis response and recovery planning.

2. Assess and Mitigate Risks:

• Conduct risk assessments to identify vulnerabilities.
• Prioritize risks based on potential impact and likelihood.

3. Develop Crisis Management Frameworks:

• Design a comprehensive crisis management plan.
• Establish roles, responsibilities, and decision-making protocols within the crisis management team (CMT).

4. Create a Business Continuity Plan (BCP):

• Develop a BCP that ensures essential functions continue during disruptions.
• Identify critical business processes and resources that must be prioritized during crises.

5. Lead Crisis Response Efforts:

• Learn leadership strategies for guiding teams through high-pressure, uncertain environments.
• Build decision-making and problem-solving skills under time constraints.

6. Enhance Crisis Communication:

• Implement communication strategies to keep internal and external stakeholders informed.
• Handle media relations and manage public perception during crises.

7. Ensure Recovery and Resilience:

• Plan and execute recovery strategies to restore normal operations post-crisis.
• Embed resilience into the organization through continuous improvement of crisis management and BCP processes.

8. Execute Simulations and Drills:

• Learn how to conduct crisis management simulations and business continuity drills.
• Evaluate team performance and organizational readiness through realistic exercises.

This course is designed for professionals responsible for crisis management, risk management, business continuity, and organizational resilience. It is particularly valuable for:

· Senior Executives and Leadership Teams: Responsible for making strategic decisions during crises and ensuring long-term business sustainability.

· Risk Management Professionals: Focused on identifying and mitigating risks within the organization.

· Crisis Management and Emergency Response Teams: Individuals tasked with developing and executing crisis response plans.

· Business Continuity Planners: Those responsible for ensuring that critical functions remain operational during and after a crisis.

· Operations and Facility Managers: Ensuring that physical assets, infrastructure, and supply chains are resilient.

· Security Managers and Personnel: Involved in managing threats to the organization's physical and cyber security.

· Communications and PR Teams: Managing internal and external communication during crises.

· IT and Data Security Managers: Responsible for protecting digital infrastructure and ensuring data security during disruptions.

· Compliance Officers: Ensuring the organization meets legal and regulatory obligations during and after a crisis.

This training course combines theoretical knowledge with interactive and practical learning techniques, including:

· Lectures and Presentations: Providing participants with in-depth knowledge of crisis management and business continuity concepts.

· Workshops and Group Discussions: Encouraging collaboration and critical thinking to develop effective crisis management frameworks and BCPs.

· Case Studies: Analyzing real-life crisis situations and business continuity successes and failures.

· Simulations and Drills: Hands-on experience in responding to crises and implementing business continuity strategies.

· Role-Playing Exercises: Enhancing communication and leadership skills in crisis

Day 1: Introduction to Crisis Management and Business Continuity

Day 1 lays the foundation, offering participants an in-depth understanding of the critical concepts and context of crisis management and business continuity. It covers the evolving risks businesses face and how organizations must prepare for and respond to crises to safeguard operations and reputation.

1. Introduction to Crisis Management and Business Continuity

· Key Definitions and Concepts:

• Crisis management, emergency response, disaster recovery, and business continuity.
• Differentiating crises from incidents and disasters.
• The growing importance of crisis management in a globalized, interconnected world.

· Why Business Continuity Matters:

• The role of business continuity in maintaining critical operations.
• How business continuity differs from crisis management: Continuity focuses on ongoing operations, while crisis management focuses on response.

· Overview of Business Threats and Crises:

• Types of crises: Natural disasters, cyberattacks, operational failures, terrorism, financial collapse, supply chain disruptions.
• Impact of crises on business operations, reputation, and stakeholder trust.
• Case Studies: Real-world crises that have shaped modern business continuity practices (e.g., COVID-19 pandemic, 2008 financial crisis, major data breaches).

2. The Crisis Lifecycle

· Pre-Crisis Planning: Risk identification and mitigation strategies to reduce the likelihood of crises.

· Crisis Response: Immediate actions to contain and manage the crisis.

· Post-Crisis Recovery: Long-term recovery plans and returning to normal operations.

· The Relationship Between Crisis Management and Business Continuity:

•  How effective crisis response and continuity planning complement each other to ensure organizational resilience.

3. Risk Management and Vulnerability Analysis

· Risk Identification and Assessment:

• Identifying potential risks specific to the organization and industry.
• Types of risks: Internal (e.g., operational, financial) vs. external (e.g., natural disasters, regulatory changes).

· Risk Likelihood and Impact Analysis:

• Prioritizing risks based on their probability and potential impact on business operations.
• Creating a risk matrix for visualizing high-priority risks.

· Building Early Warning Systems:

• Tools and technologies to monitor and predict emerging threats.
• Setting up alert systems for timely crisis detection and intervention.

Day 2: Developing Crisis Management Frameworks and Teams

Day 2 focuses on building an actionable crisis management framework and creating an organized team capable of responding swiftly and effectively to crises. Participants will also learn how to set up command structures and decision-making protocols to maintain control during chaotic situations.

1. Building a Crisis Management Framework

· Core Components of a Crisis Management Plan:

• Crisis triggers and thresholds for activating the plan.
• Emergency contact lists and communication protocols.

o Crisis documentation and record-keeping.

· Establishing a Crisis Response Team (CRT):

• Selecting and training members of the CRT, including executive leadership, operations, communications, and IT/security.
• Clearly defining roles and responsibilities within the team.

· Crisis Escalation Protocols:

• Decision-making processes and authority levels.
• When and how to escalate a situation internally and externally.

2. Crisis Command Centers (CCC)

· Role of a Crisis Command Center (CCC):

• Centralized hub for crisis decision-making and coordination.

· Setting Up the CCC:

• Design, infrastructure, technology, and personnel required.
• How the CCC interfaces with various departments and external agencies.

· Crisis Communication Systems:

•  Digital communication tools for real-time coordination.
•  The role of video conferencing, collaboration tools, and social media monitoring during a crisis.

3. Crisis Leadership and Decision-Making

· Effective Leadership in Crisis:

• Qualities and behaviors of successful crisis leaders (calm, decisive, transparent).
• Emotional intelligence and stress management.

· Decision-Making Frameworks:

• Decision-making models (e.g., OODA Loop, Vroom-Jago) for rapidly evolving crises.
• Balancing fast decisions with gathering sufficient information.

Day 3: Business Continuity Planning (BCP)

Day 3 shifts the focus to long-term planning, emphasizing how to develop and implement a Business Continuity Plan (BCP). This day teaches participants how to ensure business operations can continue during and after a crisis, prioritizing essential services and minimizing operational disruptions.

1. Introduction to Business Continuity Planning (BCP)

· What is Business Continuity?

•  Ensuring business functions continue during disruptive events.

· Core Principles of BCP:

• Identifying critical business functions.
• Creating contingency plans for sustaining operations.

2. Developing the Business Continuity Plan

· Business Impact Analysis (BIA):

• Identifying and prioritizing critical processes, departments, and resources.
• Estimating the impact of disruptions on business operations.

· Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO):

• Defining acceptable downtime for critical operations and the maximum amount of data that can be lost without severe consequences.

· Creating Continuity Strategies:

•  Solutions for maintaining or restoring essential operations (e.g., backup systems, redundancy, alternate locations).

· Remote Work and Distributed Teams:

• Strategies for ensuring operational continuity with remote teams during crises.

· Supply Chain Continuity:

• Identifying key suppliers and ensuring the continuity of critical supplies and services.
• Supplier risk management and alternatives in case of disruption.

3. Disaster Recovery Planning

· Integration of IT Disaster Recovery (DR) into BCP:

• Protecting data and IT infrastructure during crises.

· Data Backups and Restoration Plans:

• Ensuring access to data and systems during and after a crisis.
• Cloud-based solutions and physical backups.

Day 4: Crisis Communication and Stakeholder Management

Day 4 emphasizes the importance of effective communication in managing stakeholder relationships during crises. Participants will learn how to communicate with employees, customers, shareholders, regulators, and the media, as well as strategies for managing public perception.

1. Crisis Communication Strategies

· Internal Communication:

• Keeping employees informed and calm.
• Effective use of internal channels (e.g., intranet, email, team meetings).

· External Communication:

• Transparent and timely updates to clients, partners, and stakeholders.
• The importance of maintaining trust and credibility.

2. Media Relations

· Dealing with the Media in a Crisis:

• Crafting press releases and key messages.
• Spokesperson training: How to deliver clear and concise messages under pressure.

· Managing Social Media:

•  Using social media platforms for real-time updates.
•  Monitoring online conversations and managing misinformation.

3. Stakeholder Management

· Identifying Key Stakeholders:

• Mapping internal and external stakeholders (employees, investors, regulators, customers).

· Engaging Stakeholders:

• Strategies for maintaining stakeholder confidence and managing expectations.
• Regular updates and transparent communication.

· Post-Crisis Communication:

• Rebuilding trust and maintaining positive relationships after the crisis.

• Practical Exercise:

· Crisis Communication Simulation: Participants draft crisis communications, manage a mock press conference, and respond to media inquiries. They also engage in role-playing exercises, practicing communication with key internal and external stakeholders.

Day 5: Post-Crisis Recovery and Continuous Improvement

The final day focuses on recovery and learning from the crisis. Participants will learn how to conduct post-crisis evaluations, implement improvements to their crisis management and business continuity plans, and institutionalize organizational resilience.

1. Post-Crisis Recovery

· Restoring Operations:

• Transitioning from crisis mode to business as usual.
• Phased recovery strategies: Immediate, short-term, and long-term recovery.

· Financial and Reputational Recovery:

• Calculating the financial impact of the crisis.
• Managing insurance claims and legal implications.
• Rebuilding brand reputation and stakeholder confidence.

2. After-Action Review (AAR) and Lessons Learned

· Conducting a Post-Crisis Review:

• Evaluating crisis management performance: What worked and what didn’t?
• Gathering feedback from team members and stakeholders.

· Learning from the Crisis:

• Identifying areas for improvement.
• Revising crisis management and business continuity plans based on lessons learned.

3. Building Long-Term Resilience

· Embedding Continuous Improvement into Crisis Planning:

• Institutionalizing regular reviews and updates of crisis and BCP plans.
• Building a crisis-prepared culture through training and awareness programs.

· Regular Drills and Simulations:

• Ongoing testing of crisis management and business continuity plans.
• Enhancing organizational preparedness through scenario planning and simulations.

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.