*Online Training Course*

Major incidents or service disruptions will quickly fill digital channels and social media platforms with negative comments and complaints. Effectively communicating through a crisis requires you to act quickly, influence online commentary and establish facts for your stakeholders.

During this Positive Communication During Times of Crisis course, develop a social media crisis communications strategy and then test your approach in a real-time crisis simulation.

Learn how to monitor active social media channels to ensure you can handle issues online and increase organisational resilience.

Leave with an action plan to implement effective crisis communications strategies in your organisation.

Learning Outcomes

  • Identify the key steps to monitor and tackle issues before they develop into crises
  • Develop effective crisis communications strategies that integrate social and digital channels
  • Participate in a live crisis communications simulation
  • Test social media crisis communications strategies in response to realistic scenarios
  • Leave with a toolkit for improved crisis communications for your organisation
  • Understand the wider strategic opportunity of effective crisis communications
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:45 - 10:15

Trainer's Introduction and Clarification of Learning Objectives

10:15 - 11:00

Understand the Nature of a Crisis

  • Define the strategic opportunity of effective crisis communications
  • Understand the need to manage expectations
  • Spot and deal with issues before they escalate
  • Examine the psychological factors related to crisis scenarios
  • Learn from real case studies of customer service issues and online disputes
11:00 - 11:45

Crisis Planning - 360° Preparedness

  • The core components of a crisis communications plan: team roles, checklists and default strategies
  • Assess your digital vulnerability: review risks and exposure
  • Understand and monitor exposure to your stakeholder’s use of digital platforms
  • Effectively train and prepare your spokespeople for a crisis
11:45 - 12:00


12:00 - 13:00

Handle the Media and Enhance Your Reputation

  • Understand the strategic role played by internal and external communications in a crisis
  • Develop handling strategies that integrate social and digital channels
  • Learn how to successfully deal with the media
  • Best practice: what to say and how to say it well
13:00 - 14:00

Lunch Break

14:00 - 16:00

Crisis Response Workshop (with flexible break)

90’ minutes Live Crisis Communications Exercise

In this interactive workshop, delegates will take part in realistic crisis simulations and learn how to respond to live crisis scenarios.

Background phase

  • Explore the crisis scenario – real-life examples of gender equality issues or online complaints
  • Learn how to effectively use digital tools and social media channels during crises

Phase One

  • Draft your crisis handling strategy
  • Communicate successfully to other members of staff
  • Adapt messages to handling the media

Phase Two

  • Harness online support and community resilience
  • Assess and monitor the crisis
  • Engage in a live online Twitter stream

Phase Three

  • Evaluate your response when the incident is over
16:00 - 16:15

Closing Remarks and End

  • Implement strategic responses to online crisis
  • Leave with a toolkit for improved crisis communications for your organisation