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readiness,response,recoveryGoCrisis
Training Brochure 2015
Teaching, developing and rehearsing to improve knowledge, skills and attitudes in ways that will enhance performance during the management
of an organisational crisis
readiness,response,recovery
ABOUT GOCRISIS
GoCrisis is an international team of leading crisis and issues
management experts. We equip key executives in companies,
government and NGOs with the necessary processes, plans,
skills and resources to manage effectively a crisis involving their
organisation. With first-hand, international crisis management
experience across multiple industries, our multinational team of
specialists supports organisations through complex incidents,
GOCRISIS Services
Our services span across the full spectrum of crisis management:
Reputational risk assessment and crisis mitigation
Writing and reviewing crisis management plans (ERP manuals)
Exercises to test crisis plans, processes and systems
Training leadership teams and crisis responders in best practice
Providing scalable resources and assistance during crisis response
Post-crisis and exercise analysis
Reputation recovery
crises and issues.
Training and Exercises
GoCrisis develops an organisation’s crisis management capability through training, exercises and learning from crises.
Our seminars are tailored around industry-specific issues, case studies and scenarios that will improve knowledge, skills and
attitudes in ways that will enhance performance and mitigate against liability. Our course materials include best practices,
the latest research, case studies and first-hand crisis experiences from GoCrisis responders.
Training courses include:
Crisis Management: core concepts, principles and enhancing capability during a crisis
Disaster Management
Crisis Leadership
Crisis Communications Management
Spokesperson Media Training
Social Media Crisis Management
Family Liaison Officer Training (Psychological First Aid Principles)
Workplace Fatality
Product Recall
Desk-Top and Simulation Exercises
To book a training course or for further information, please enquire directly to [email protected]
Business Continuity Management
Crisis Management
The standards for a fast, effective, transparent and compassionate response to organisational crises are higher today than
it has ever been. Organisations need to be steadfast in their ability to meet the ever-growing demands of a growing base of
global stakeholders, instantaneous modern media, legislation, industry regulations and public expectation. This interactive
training course will give participants a bigger picture view of the different functions of managing crises and how their role
fits into the overall response. Understanding the core concepts, principles and necessary capabilities will help to ensure a
fast and effective crisis response effort.
Core concepts, principles and enhancing capability
Duration: 1 Day
Overview
Objectives
Gain an overview of principles and best practice standards in crisis management
Develop an understanding of all the organisational functions of crisis management
Promote crisis specific discussion across organisational departments
Analyse and discuss case studies and scenarios to learn how organisational capabilities could be enhanced
Course Content
Understanding crisis
Organisational crisis response
Principles of crisis management
Crisis communications
Public enquiry
Data management
Government & community affairs
Insurance and finance
Investigation
Specific challenges
Business continuity
Crisis leadership
Planning for response
Planning for recovery
Who should attend?
Senior management with strategic responsibilities for the delivery of a crisis management capability and those
responsible for implementing and maintaining the crisis plan and structures. (Management, PR, Legal, Contact Centre,
Finance, IT, Logistics, HR)
Disaster Management
Managing the aftermath of a disaster involving victims, families and employees is an overwhelming task in an environment
where standards for a fast, effective, transparent and compassionate response are higher today than it has ever been.
Through this interactive course, delegates will learn best practice standards and analyse industry case studies and world
events to enhance their ability to meet the ever-growing demands of stakeholders, instantaneous modern media,
legislation, industry regulations and public expectation.
Preparing for worst case scenario
Duration: 1 Day
Overview
Objectives
Gain an overview of best practice standards in disaster management
Develop an understanding of all the organisational functions of disaster management
Understand the organisation’s responsibility during a disaster
Analyse lessons learned in disaster management using case studies
Course Content
Understanding crisis
Organisational crisis response
Crisis communications
Humanitarian assistance
Public enquiry
Data management
Insurance and finance
Government and community affairs
Fatality operations
Dealing with personal effects
Investigation
Business continuity
Crisis leadership
Planning for response
Planning for recovery
Who should attend?
Senior management with strategic responsibilities for the delivery of a disaster management capability and those responsible
for implementing and maintaining the disaster management plan and structures. (Management, PR, Legal, Contact Centre,
Finance, IT, Logistics, HR)
Crisis Leadership
Crisis provides an opportunity for leaders to excel; effective leadership is synonymous with effective crisis response.
This course is designed to provide management with the knowledge, skills and strategies to successfully lead their
organisation through the uncertainty of crisis. It looks at leadership challenges and opportunities and provides insight into
leadership ethics, preparedness, effective communication, informed decision making and proactive crisis response. Through this
interactive course, delegates will learn best practice standards and analyse industry case studies and
world events to enhance their ability to meet the ever-growing demands of stakeholders, instantaneous modern media,
legislation, industry regulations and public expectation.
Strategy and charisma that inspires confidence
Duration: 1 Day
Overview
Maximum attendance: 10
Objectives
Gain a clear understanding of leadership role and responsibilities in crisis
Develop the skill and knowledge for effective communications with all stakeholders
Learn the skill to develop and maintain situational awareness in crisis
Develop leadership techniques and coping strategies
Analyse crisis leadership from industry case studies and world events
Course Content
Understanding crisis
Preparing for leadership in crisis
Managing scalability and surge capacity
Leadership during crisis: challenges and opportunities
Effective crisis decision-making
Situational awareness, anticipation, analysis and action
Effective communication with all stakeholders
Social media: a powerful leadership tool
Leadership techniques and coping strategies
Leadership after crisis: rebuilding
Who should attend?
Executives and senior management with the strategic responsibility of leading their organisation through crisis.
Media Training
Organisations need trained and prepared spokespeople who can engage with the media and effectively represent the
company during crisis; spokespeople at head office and at remote sites, who are prepared and trained to deliver key
messages in high-pressure situations, can significantly improve the public perception of an organisation during crisis.
An effective spokesperson can help protect a company’s reputation and aid its path to recovery. This practical course
provides delegates with the skill to be confident when interacting with the media and to deliver key messages in a
life-like interview exercise.
How to be an effective spokesperson
Duration: 1 Day
Overview
Maximum attendance: 10
Learning through industry case studies, scenario exercises, group discussions and on-camera interview
practice
Design:
Objectives
Gain an understanding of effective communications following a crisis
Develop practical skills to improve your delivery of key messages under pressure
Learn to interact confidently with the media
Using social media as a powerful crisis communications tool
Analyse spokesperson interviews from industry case studies and world events
Course Content
The role of the media
The role of the spokesperson
Best practice crisis communications
Working with the media
Top strategies for media interaction
Identifying your audience
Media interviews
Media ambush
The press conference
Social media for the spokesperson
Who should attend?
Executives, management and nominated spokespeople at head office and remote sites.
Crisis Communications Management
In a world with real-time news media, viral social media, instantaneous video uploads and international connectedness,
news travels faster and further than ever before.
The foundation of reputation management
Duration: 1 Day
Overview
Objectives
Gain a clear understanding of best practice crisis communications
Develop the skill and knowledge for effective communications with all stakeholders
Overview of developing a Crisis Communications Plan
Understand all the crisis communications functions
Gain knowledge of the opportunities and risks of social media in crisis
Course Content
Understanding crisis
Key principles of crisis communications response
Pre-crisis preparation
The spokesperson
Media monitoring
Who should attend?
Senior management with strategic responsibilities for the delivery of a crisis communications management capability
and those responsible for implementing and maintaining the crisis communications plan and structures. (PR, HR, Legal)
An organisation’s capacity to communicate promptly, accurately and confidently is a critical aspect of managing repu-
tation in a crisis. This interactive course will develop the skills and knowledge of delegates to address the challenges
of being the most reliable source of information regarding a crisis involving your organisation for all audiences using all
communication platforms.
Analyse crisis communications from industry case studies
Audiences
Contact centre
Information center
Social media
Developing a crisis communications plan
Key messages for all platforms
Resources for crisis communications
Social Media Crisis Management
Social media have accelerated exponentially the speed with which information is circulated. The prevalence of
social media presents organisations with opportunity as well as risk. It can be a powerful crisis communications tool to
dispel rumour, provide information, calm fears and demonstrate commitment. This interactive course provides delegates
with knowledge of best practice response and the skills to monitor and engage with the online community during crisis.
Understanding the new era of public opinion
Duration: 1 Day
Overview
Maximum attendance: 10
Objectives
Understand the opportunities and risks that social media presents
Develop skills for effective social media communications during a crisis
Learn how to effectively monitor social media during crisis
Analyse social media crisis response from case studies
Course Content
Social Media – opportunities and risks
Monitoring social media
Best practice social media crisis response
Pre-crisis preparation
Engaging with your online community during crisis
Who should attend?
Senior management with strategic responsibilities for the delivery of a crisis communications management capability
and those responsible for implementing and maintaining the crisis communications plan and structures. (PR, HR, Legal)
Tailoring key message for social media platforms
Family Liaison Officer Training
Humanitarian support to people affected by crisis
Duration: 1 Day
Overview
Objectives
Understand humanitarian assistance and how it fits into the overall organisational crisis response
Develop skills to provide best-practice humanitarian assistance
Course Content
Understanding humanitarian assistance
Understanding how humanitarian assistance fits into overall
crisis response
Overview of a humanitarian assistance centre
Humanitarian assistance at remote locations
Role and responsibilities of a family liaison officer
Who should attend?
Senior management with strategic responsibilities for the delivery of a family/humanitarian assistance
response capability and the designated personnel who will provide assistance to victims and families on behalf of
the organisation.
When employees, customers or the public have been affected by a disaster or traumatic event involving your organisation,
the responsibility to support the victims and their families is overwhelmingly recognised in best practice crisis management.
Providing humanitarian support has proven to be a critical part of preparing for, responding to and recovering from a crisis.
This interactive course is based on the World Health Organisation’s psychological first aid guidelines and international
Family Assistance Acts and guidelines. The course provides delegates with the skills and best-practice standards to represent
the organisation as Family Liaison Officers (also known as Humanitarian Assistants or Special Assistant Team Members).
Elements of psychological first aid
Culture and diversity
What to expect when dealing with families in crisis
Record keeping
Preparing to provide humanitarian assistance
Self care
What to expect when dealing with families in crisis
Self care
Workplace Fatality
Best practice organisational response
Duration: 1 Day
Overview
Objectives
Understand police and coroner processes and how the organisation fits into these processes
Learning best practice response to a workplace fatality
Course Content
The role of the police
The coronial process
Notifying the next of kin
Company role and responsibilities
Company message
Who should attend?
Senior management with the responsibility of managing a fatality involving your organisation.
This training course has been developed to give a concise overview of managing a fatality on behalf of an
organisation. It takes into account the perspectives of the families, employees, media, public and other stakeholders and how the
company can provide a best-practice service to the families of victims. Our focus will also be on providing delegates with the
necessary skills in being the organisation’s representative in speaking with the family for the first time after an incident.
Death notification to employees
Dealing with personal effects
Repatriation
Supporting the family
Communication techniques
Stress management
Developing a message from the company
Preparing attendees for what to expect when delivering the messageProviding techniques in communication and coping strategies
Delivering the message to the bereaved family
Product Recall
Best practice principles of managing the recall of an affected product
Duration: 1 Day
Overview
Objectives
Understand how to assess the need for a product recall
Learn how to implement a best practice product recall
Course Content
Risk assessment and the need for a product recall
Activities and responsibilities
Overview of recall plan and policy
Documentation and record keeping
Industry regulators
Who should attend?
Senior management with strategic responsibilities for the delivery of a product recall management capability and those
responsible for implementing and maintaining the product recall plan and policy (Management, PR, Legal, Contact Centre,
Finance, IT, Logistics, HR, Technical).
A product recall can be very draining on an organisation’s resources and could have a disastrous impact on brand reputation.
A badly handled recall could also result in serious legal repercussions. This interactive course will provide the delegates with
a concrete understanding of what constitutes a product recall, when a recall is necessary and how to implement an effective
recall process. We will look at the resources needed, the roles and responsibilities, and the regulatory process of a product recall.
Implementing a product recall
Stakeholder notification process
Communication
Financial resources
Public enquiry
Legal process
Develop an understanding of the resources needed for an effective recall
Gain an overview of a sector specific recall plan and policyUnderstand key leadership decisions during a product recall process
Incident notification and investigation
Communication
Legal process
Exercises
Rehearse, test and evaluate crisis plans and procedures
Duration: 2 Day
Overview
Objectives
Understand the roles and responsibilities of the crisis response team
Rehearse and test crisis management plans and procedures
Course Content
Review of incident management system
Scenario exercise
Exercise debrief
Discuss action report and improvement pan
Who should attend?
Senior management with strategic responsibilities for the delivery of a crisis management capability and those
responsible for implementing and maintaining the crisis plan and structures. (Management, PR, Legal, Contact Centre,
Finance, IT, Logistics, HR)
Rehearsing crisis management plans and procedures is an important aspect of being prepared for crisis. GoCrisis exercises
are developed and tailored with the individual organisation in mind. It is appropriately challenging, complex and realistic
for staff to practice in the response roles they have been assigned. The exercises are designed to be constructive and to
support staff in developing their skills and understanding their roles to develop a strong crisis response team. We use
realistic scenarios to explore risks and test the abilities of an organisation’s crisis response capabilities.
Examine and resolve problems based on relevant, realistic and challenging scenarios
Post-exercise evaluation
Maximum atendance: 20
Business Continuity Management
Minimising the impacts of business disruptions
Duration: 1 Day
Overview
Objectives
Understand the key principles of BCM and how to minimise adverse impacts to the business from disruptive events
Gain practical knowledge of the BCM system and the key steps in implementing an effective BCM program
Course Content
Overview of ISO22301
BCM policy and program management
Identifying critical activities through business impact analysis
Determining business continuity strategies
Who should attend?
Senior management responsible for the delivery of business continuity capability and those responsible for developing,
implementing and maintaining the BCM program.
Disruptions to critical business services and activities resulting from natural or man-made events can have serious financial,
reputational and operational consequences on the organisation. Business Continuity Management (BCM) is about preparing
your business for the unexpected and to recover in the quickest time possible following a disruption. This course provides
delegates with the essential knowledge of implementing an effective BCM program in accordance with ISO 22301:2012,
the international standard on BCM.
Developing and implementing the response plan
Exercising, reviewing and maintaining BCM arrangements
Developing the BCM culture
This course is delivered for GoCrisis by Riskwest. Riskwest is a specialist consulting firm providing advisory services and
training in risk management and organisational resilience. We are Licensed Training Partners of Business Continuity Insti-
tute (BCI) and International Consortium for
Organisational Resilience (ICOR), and deliver a broad range of their professional certification courses and examinations.
These include the Certificate of the BCI, ISO22301 Lead Implementer and ISO22301 Lead Auditor. For more information,
please visit www.riskwest.com.au
Developing and implementing the response plan
Crisis Response Services
Crisis Management
GoCrisis experience range across multiple industries and include mass product recall, fatality management, issues
management and high profile crises involving blue-chip organisations and governments. We guide company leadership
through the issues at hand and give strategic advice on the pro-active management of the crisis.
Crisis Communications
An organisation’s capacity to communicate promptly, accurately and confidently is a critical aspect of managing reputation
in a crisis. Our Crisis Communications experts will work closely with you and your PR team to guide your company through
the specialist task of Crisis Communications. We will walk you through developing key messages, guiding spokespeople,
managing media interviews, press releases and communications across all media platforms.
Contact Centre
Our contact centre will seamlessly integrate with your company call centre to assist with the influx of phone and email
enquiries during a crisis. With our rigorous privacy and security standards, data integrity and highly sensitive personal
information protection are maintained under the most stringent security systems in the contact centre industry.
With experience in assisting large government campaigns and supporting large corporate brands during times of crisis, we
offer a scalable service, able to ramp up and down for unplanned peaks, without compromising the customer experience.
Social Media Crisis Management
Social media can be a powerful crisis communications tool to dispel rumour, provide information, calm fears and
demonstrate commitment.
The GoCrisis social media crisis team will support you in maintaining a strong presence on all your social media platforms.
Keeping with best practice social media response, we will guide and support your Communications team and supplement
your resources in a time that you need it most.
Support Staff
One of the most essential parts of ensuring a company overcomes a crisis is to continue the day-to-day running of the
business. GoCrisis provides support staff to help you cope with the added workload in times of crisis. Our support team
assists in the everyday tasks that often pile up in crises.
Messaging & Mail Services
In times of crisis, fast, effective and reliable communications are essential. Whether the client wants to communicate with
customers, distributors, staff or other stakeholders via direct mail, email, SMS or mobile platforms, GoCrisis has the
technologies and skills to send a personalised message to these important people. With Australia Post onsite and the ability
to scale our operations to 24/7, we deliver time critical communications across multiple channels for our government and
blue chip corporate clients.
About GoCrisis
GoCrisis is an international team of leading crisis and issues management experts. We equip key executives in companies, government and NGOs with the necessary processes, plans, skills and resources to manage effectively a crisis involving their organisation. With first-hand, international crisismanagement experience across multiple industries, our multinational team of specialists supports organisations through complex incidents, crises andissues.
Address: 15 Colin Street, West Perth, 6005 Western AustraliaPostal: Po Box 1909, West Perth, 6872 Western Australia
Telephone: +61 8 616 31710Email: [email protected]
Website: www.gocrisis.com
#gocrisis
