2015
Pluralsight
Alan Ackmann
2:43
English

Crisis communication is one of the most challenging communication types an organization or individual can face, bringing together emotional vulnerability, ethical challenges, and high-stakes decisions amplified by informational and persuasive goals. When managed well, this communication can neutralize and calm an evolving crisis. When managed poorly, though, crisis communication makes a situation worse. This course takes viewers through the most important parts of preparing for crisis communication, including understanding crisis types and strategies, preparing foundational documents, and how to create communication in the moment. By the end of the course, viewers will have a concrete understanding of how to manage crisis communication for their own organizations, providing invaluable insight and immediate benefit.

Topic Introduction and Course Overview
General Introduction and Course Objectives
What Makes Something a Crisis?
Module One Review
Breakdown of Remaining Modules
Anticipating and Preparing for a Crisis
Module Two Introduction
Anticipating Crisis Types
The Victim Crisis Cluster
The Accidental Crisis Cluster
The Preventable Crisis Cluster
Summary of Crisis Types
Monitoring and Neutralizing Potential Crises
Module Two Wrap-Up
Responding to a Crisis
Module Three Introduction
Crisis Response Strategies of Denial
Crisis Response Strategies of Diminishment
Crisis Response Strategies of Rebuilding
Crisis Response Strategies of Bolstering
Deciding Which Crisis Response to Use
Module Three Review
Examples of Crisis Communication
Module Four Introduction
Convincing Decision Makers
First Example of Crisis Communication
Second Example of Crisis Communication
Third Example of Crisis Communication
Module Four Wrap-up
Developing a Crisis Management Plan
Module Five Introduction
The Cover Page to a Crisis Management Plan
The Introduction to a Crisis Management Plan
The Crisis Plan First Action Page
The Crisis Plan Risk Assessment Section
The Crisis Plan Incident Report Section
The Crisis Plan Communication Strategy Worksheet
The Crisis Plan Business Continuity Section
Additional Crisis Plan Sections
Module Five Wrap-up
The Ethics of Internal Crisis Communication
Module Six Introduction
Ethical Considerations and Frameworks
Examples of Ethical Dilemmas
Module Six Wrap-up
Course and Crisis Conclusion
Module Six Introduction
After the Crisis Has Passed: Cooperation, Evaluation, and Adjustment
Additional Resources
Module Seven and Course Wrap-up

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