Course Details

Crisis communication

Crisis Communication Management



Course venue

ISOC London
13 Grosvenor Place | Floor 3

Course dates

Venue Location

GBP 545

per individual
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+44 20 72504290

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  • Crisis communication management is a one-day intermediate-level training course on how to plan crisis communication strategies, systems and resources. This course covers how to ready your communication function to respond rapidly and effectively in a crisis to manage perceptions in media and online.

    You will learn best practice in crisis communication strategy, issues mapping, risk assessment, systems, teams, protocols, and resources including crisis manuals and online tools. 


    This course covers the following modules:

    • Crisis communication strategy
    • Crisis radar: risk assessment and issues mapping
    • Crisis systems, teams and protocols
    • Crisis communication resources and planning

    Who should attend?

    This is an intermediate-level course designed for learners with existing knowledge and several years of experience in communications or PR. Learning is pitched at a level to help you develop strategic approaches and apply sophisticated techniques.

    This course is recommended for anyone who may be involved in managing the communications response to a crisis affecting their organisation, either behind the scenes or as a spokesperson.

    Learning outcomes

    After this course, you will be able to:

    • Establish your organisation’s readiness for crisis communication activities to mitigate reputational damage
    • Lead the process of creating a crisis strategy
    • Conduct a reputational risk assessment and issues mapping process
    • Set up crisis and issues monitoring systems
    • Create crisis communication systems, teams, protocols, resources and plans using straightforward templates and international best practice
    • Apply practical crisis management tools and ideas to your job

    Course outline

    Crisis communication strategy

    This module covers the core principles of crisis communication.

    • Crisis communication strategy best practice
    • Principles of reputation management
    • Crisis dynamics: lessons for how crises originate and develop
    • Stages of crisis communication
    • Case studies: examples and consequences of strong and weak crisis communication in practice
    • Key ingredients and approaches to formulating a crisis communication strategy

    Crisis radar: risk assessment and issues mapping

    This module covers practical tools and approaches for mapping problematic issues and potential sources of crisis.

    • Understanding potential origins of reputational crisis
    • Techniques to identify and prioritise likely sources of crisis
    • How to conduct a reputation flashpoint audit
    • How to we set up early warning systems
    • Best practice on issues mapping and risk assessment
    • Practical tools to map and prioritise reputational issues

    Crisis systems, teams and protocols

    This module covers the organisational systems that you will need in place ready to respond to a crisis.

    • Who does what in a crisis?
    • How should we define teams and roles?
    • Integrating communications with other departments in a crisis
    • Crisis escalation protocols
    • Securing internal commitment and engagement
    • Coordination with top management and other departments
    • Crisis communication response systems and protocols best practice
    • Topical case studies showing effective approaches to crisis communication

    Crisis communication resources and planning

    This module covers the practical resources and planning that must exist to support an efficient crisis communication response.

    • Drafting a “Red book” (comprehensive crisis manual)
    • Creating a “Dark site” (a crisis website prepared in advance ready to go live at short notice)
    • Proforma messages and holding statements
    • Physical resources
    • Simulation and training


User reviews 12 users commented so far Add your review

Samantha Rousselle says:
I found the training really easy to follow as it is full of relevant examples and really enjoyed analysis the strategy behind the news that were unfolding during the day.
Jenni (Perry) is an incredible teacher who conveys her passion for communication to her student. She shares her experience and knowledge and really gives you inspiration to keep doing better.
Samantha rated the course
A. Wells says:
The case studies throughout the course really kept my attention and brought the course to life.
A. rated the course
KL says:
I liked the combination of case studies and practical tips - excellent topics!
KL rated the course
Sanne says:
Great discussions with a good combination of case studies and theory.
Sanne rated the course
Wafa Al Khalifa says:
Trainer (Jenni Perry) was excellent.
Wafa rated the course
M.Manahan says:
The crisis communication topics breakdown was excellent and I liked the interactive discussions.
M.Manahan rated the course
C.Corbett says:
Excellent trainer (Elsbeth Smedley) and I liked how she brought the case studies to life!
C.Corbett rated the course
Sarah Dheedene says:
The experienced trainer (Jenni Perry) used helpful and practical cases fitting to my company's reality.
Sarah rated the course
Sandra Franchitti says:
I loved the case studies, experience of the trainer (Jenni Perry), and the fact that the course was interactive.
Sandra rated the course
Saleh Al Hamyid says:
Excellent trainer (Jenni Perry). High scores for the venue and training facilities.
Saleh rated the course
Mashael says:
- Rolien was very helpful during the registration process.

- Jenni Perry (the trainer) was practical, with more than sufficient knowledge that makes you want to take another course with her!
Mashael rated the course
Dean Graham says:
Sarah Cocker tailored discussions/examples to suit each candidate's individual experiences which made understanding a lot easier.
Dean rated the course
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