Course Details

Crisis communication

Crisis communication management



Course venue

ISOC London
13 Grosvenor Place | Floor 3

Course dates

Venue Location

GBP 495

per individual
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  • A one-day training course on how to plan crisis communication strategies, systems and resources

    Course outline

    Ready your resources to defend reputation when disaster strikes

    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.

    Who should attend

    This is an intermediate- to advanced-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.


    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

    The topics covered by each module are detailed below.

    About this course

    What to expect

    This course is interactive and engaging with a focus on active learning and hands-on practice followed by feedback and coaching from an expert trainer.

    It is taught in small groups to maximise individual attention.

    You will benefit from high quality multi-media presentations, real-world case studies, and the chance to brainstorm around your own issues.

    Training format

    This course comprises four modules each covering a set of key concepts and skills.

    Within each module, best practice and key concepts are covered off in a concise briefing, followed by stimulating learning activities like workshops, discussions, case studies and role-play exercises.


    Looking for more? You can also take this course as part of a multi-day programme:

    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

    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

    Course format


    This course is heavy on reality and light on theory. Your trainer will introduce the concepts clearly, then focus on real-world skills that connect the big picture to your job. Courses are updated regularly and trainers are active in the industry so your knowledge will be fresh and relevant.


    Training consists of concise briefings on best practice, backed up by interactive learning activities like workshops, role-plays, case study analysis, coaching, brainstorms and structured group discussions. You will not sit passively through long lectures.


    This course is interesting, intellectually stimulating and delivered in a relaxed and professional style.


    All ISOC trainers are hands-on communication professionals with at least 15 years of experience. We don’t employ academic teachers – we insist on good-humoured enthusiasts who will inspire your creativity.


    This course is delivered in an executive boardroom format, not classroom-style, and in a small group no larger than eight people. You will get personal attention for the issues that matter to you. It’s also a great chance to network and share experience.

    Quality assurance

    About ISOC

    We have headquarters in London and a training centre in Dubai. We train communicators at all levels, from press officers to prime ministers. ISOC is owned and managed by Pinnacle International, the world’s largest specialist communications and PR training company. As well as public courses, we provide private and customised programmes including media interview training, presentation training, and multi-year multi-competency postgraduate programmes.

    Accredited by Edexcel

    Edexcel is the world’s largest provider of accredited qualifications and one of the UK’s largest examination boards. It is owned by Pearson, the world’s largest education company. Edexcel awards two million qualifications every year around the world and has 5,500 education partners in 110 countries.

    ISOC is an accredited Edexcel Centre (#90817). Edexcel has audited ISOC’s systems for the design, delivery and management of training and inspects us regularly to assure quality control of all aspects of training and assessment.

    The British Accreditation Council

    ISOC is also accredited by the British Accreditation Council, a UK Government-mandated training standards body. The BAC conducts annual quality assurance inspections and audits.

User reviews 8 users commented so far Add your review

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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