Practice Areas
Training
Download a list of training capabilities in simplified Chinese (jian ti zi).
Training Modules
| Jump to... | ||
|---|---|---|
| Crisis Leadership | Crisis Avoidance | Crisis Communications |
| Call Centres | Crisis Exercises | Media Management |
| HR Management | Emergency Management | Emergency Response |
Crisis Leadership training is an interactive workshop with Crisis Leadership Team simulations. It gives participants an understanding of the strategies and actions needed to prevent and manage corporate crises. It is aimed at directors and managers, who must lead, coordinate or support their company’s response to a business continuity, reputation or liability crisis in any sector. On completion of this workshop participants will be able to:
- Determine how much effort should be put into crisis preparation or management in their own businesses.
- Benchmark their own company's capability to respond to crises.
- Design an expedient capability for their own company or improve their existing plans
- Identify the competencies required of Crisis Teams, Media and HR Support Teams and Call Centres.
- Relate to the stress of a crisis simulation in a boardroom through having to devise strategy and communicate under pressure.
The workshop and simulation cover:
- The relationship between Crisis, Issues, Risk and Emergency Management
- How crises occur, and what should be done before they occur
- Company crisis response architecture
- Recognition and notification of crises
- In-crisis Management Team actions and supporting emergency, media and Human Resource processes
- Managing information quickly, internal call centres and crisis communications
- Developing and implementing Business Continuity, reputation and liability strategies
- Crisis leadership in the boardroom
Crisis Avoidance trains directors and senior managers who are responsible for championing their company’s Crisis Leadership capability. It:
- Explains the linkage between crisis avoidance, strategic preparedness and business development.
- Shows how risk assessment, competitor information collection and threat assessments are used as tools to avoid crises.
- Demonstrates how scenario-based planning is used as part of both crisis avoidance and corporate planning.
- Details the processes involved in business recovery, and includes a practical session in developing a business continuity plan.
Crisis Communications trains senior managers as spokespersons to conduct media conferences, radio and television interviews. It is all about messaging in a crisis.
Call Centres trains managers and teams of staff who are in the front line answering calls from a Company’s stakeholders during a crisis.
- Telephone responders are given the skills to handle overwhelming and emotional inquiries from media, next of kin, and other parties.
- The training covers internal and external call centers, use of the web, and the types of callers in a crisis.
- The practical session gives the skills to minimize disruption to the Company and maximize the quality of information being given out.
Crisis Exercises are customized to each company or business sector, and are best conducted on company premises although simulations can be conducted anywhere.
- Single-layer or multi-layer exercises are best conducted after training to optimize value to the participants.
- Crisis scenarios are best separated from emergency scenarios to ensure an appropriate focus but they can be combined.
- Typical crisis exercises use role players to inject information by telephone and they last 3-4 hours. A second Crisis Practitioner is used to control company role-players.
Download Truscott Exercise Model
Download Truscott Role Player Log Sheet
Download Truscott Individual Log Sheet
Media Management trains individuals and Media Support Teams to take control by managing the media covering the event.
- Participants gain an understanding of perception management:
- how the media works, learn how to prepare media releases, how to monitor media coverage
- how to optimize media coverage before, during and after a crisis
- when to use and how to get the best performance from PR consultants
- The course includes practical sessions in conducting a perception management campaign.
HR Management trains individuals and Human Resource Support Teams to appropriately respond to relatives and friends, and to manage employees, contractors and Emergency Response personnel involved in the crisis. It includes ways to manage stress during and after a crisis.
Emergency Management trains managers and staff who are responsible for the strategic management of emergencies or tactical control of the actual event. It:
- equips participants with the ability to plan under pressure to save life, protect property and contain damage to the environment
- explains the interaction with Emergency Response on site, and the hand-off of issues to Crisis Leaders.
Emergency Response training provides the basic tools for coordinating immediate support, liaison with emergency services and contractors, casualty and evacuee reception, and dealing with immediate threats to life, environment and property.
The course consists of classroom training sessions interspersed with simulations to practice teams working together, and to test communications and procedures. The follow subjects are addressed:
- The application of Safety, Risk and Security Management to ER. The overlaps between Emergency Management and ER, and the overlaps between command & control and process control.
- ER organization, recognition, notification, activation and facilities.
- The Incident Control System and liaison with external emergency services and other agencies.
- Handling evacuees, casualties, fatalities and relatives.
- Running an ER Team, quick decision-making, communicating orders and responding to media on site.
View our Emergency Response training courses.
Download Truscott Management of Major Emergencies (MOME) Assessment Sheets.