Course Outline

Course Timings: Registration will be at 08:00 on day one with the course commencing promptly at 08:30 each day and concluding at 17:00. There will be two short breaks and an hour for lunch each day.

Emergency & Incident Management

The nature of an incident (Case studies)

• Physical Incidents
• Terrorist activity
• Kidnap and extortion
• Sabotage and product contamination
• Natural disasters
• Fire and Flooding
• General criminal activity

Planning & Procedures

• Incident Management Plan (manual)
• Incident control procedures (escalation) and priority actions
• Logging actions, decisions and audit trail.
• Incident Management location (Command Centre)
• Resource and infrastructure requirements.
• Communication requirements.
• Co-ordination with Public Authorities
• National and international disaster response
• Damage assessment
• Salvage procedures

People

• Role requirements.
• Staff selection.
• Trauma and stress management
• Critical Incident debriefing

The Emergency Management Centre (EMC)

• What to look for in a good EMC and what to avoid
• How fancy does an EMC have to be?
• The EMC in a box
• The virtual EMC
• Executive and EMC security during a crisis

Training & Exercising

• Planning the exercise programme
• Participants
• Structure, scenario and materials
• Exercise management skills
• Evaluation, feedback and post exercise reporting
• Maintenance and audit of plan

Real-life Scenario Exercise - Crisis Management, Incident Control and Communication

A generic crisis management scenario with a realistic narrative, time lapsed over several days.

Delegates are placed in crisis management syndicates. They are called upon to make and justify decisions as the scenario progresses.

The exercise is designed to embed the learning points of the seminar and to increase familiarity with the individual roles and responsibilities in a crisis management scenario.

Crisis & Reputation Management

Anatomy and Types of Crisis

• Crisis Analysis: classification of crises
• Reasons for crisis
• How crisis evolves: current, emerging and dormant
• Physical crisis
• Environment crisis
• Product counterfeiting / contamination / recall
• Reputation crisis
• Crisis Impact Assessment

Case Study - A Real-Life Crisis

Crisis Management Team (CMT) Selection

• Build enthusiasm for crisis management through awareness
• Make each executive want to be part of the team
• Work within the executive ranks to select the best team

Developing Effective Crisis Management Strategies: The Road Map

• Developing accurate guiding principles and processes for effective crisis preparedness
• Recognize the opportunities for converting catastrophic events into manageable situations
• Strategies to deal with crisis quickly (before, during and after the crisis)
• The Golden Hour: Managing the first hour after the crisis breaks before key stakeholders and the public learn of it from the media
• The importance of pre and post crisis management strategies
• Crisis recovery strategies and development

Building Optimal Crisis Mitigation Plans

• Appropriate action to de-fuse a potential crisis before it becomes an issue
• Strategies to prepare for the unexpected crisis that may arise
• Techniques to achieve a state of crisis preparedness
• Timeframe to mitigate crisis

Coordination With Public Authorities

• Coordination with emergency services and public authorities
• Example of national arrangements for responding to a disaster
• International response to a disaster

Case Study / Scenario Exercise: Developing Crisis Management Plans

Developing Effective, Quick and Practical Media and Communication Skills

• Learn how the media work and how to work with media
• Strategies to communicate to the media (traditional and new), stakeholders and the public
• Handling fast communications on the internet: New media - bloggers, cell phone, Google journalists, twitters and tweets
• Convincing stakeholders that your company can be trusted
• Training communicators (director / spokespersons) to get them quoted accurately and get the message across
• Rebuilding confidence and trust among employees by effective communications

Brand Building: Strategies in times of crisis

• Techniques to recapture brand and reputation value for your organization
• Strategies to build brand’s name - before, during and after crisis - that will build corporate brand identity, renew public trust and renew stakeholder value
• Develop a plan to minimize disruption and damage to the brand

Strategies to build and implement a complete reputational risk protection framework

• Tools and methods to create and establish and more holistic reputational risk protection strategies for oil, gas and related industries
• Building a comprehensive Reputational Risk Protection Framework and Design.

The Role Of Business Continuity Planning

• The role of Business Continuity in crisis management
• Risk and impact analysis
• Business Continuity strategy and options
• Business Continuity organisation, roles and responsibilities
• Developing and integrating business continuity plans
• Business continuity plan formats and examples

Case Study - A Real-Life Disaster

Action-Oriented Plans For Executives

• Key success factors for a great plan
• Logical plan organisation
• Protecting the plan - a confidential document
• Obtain executive input without annoying the executives
• Example of an action plan for an emergency management team

Training The Un-trainable

• Why executives are executives
• Building the CMT through training
• Simulation works
• Mini crises build maxi teams

Crisis Management Plan Testing And Audit

• How to review the plan
• Current auditing techniques applied to crisis management
• How to develop, run and manage an exercise

Video: Training And Exercising

Helping The Directors Sleep at Night

• Standards-based auditing of the crisis management function
• Understanding the standards
• Governance, control and audit for information and related technology (CoBIT), Third Edition, IT Governance Institute
• Incorporating ISO17799 IT disaster recovery
• Standard for Disaster/Emergency Management and Business

Continuity Programmes (NFPA 1600) National Fire Protection Association

• ISO 25999 Standard for Business Continuity
• Business Continuity Institute and Disaster Recovery Institute International standards
• ISO/TC 223 initiatives to improve preparedness before a crisis, coordination during a crisis and reconstruction and remedial action afterwards