"When written in Chinese, the word ‘crisis’ [危機] is composed of two characters. One represents danger and the other represents opportunity." John F. Kennedy.

There are few guarantees in business today. One of the unfortunate side effects of a successful business is that inevitably a crisis may occur that potentially will have a major impact on your business and your organization’s reputation. When your organization finds itself in the midst of a crisis, the ripple effects can disrupt lives and businesses for the foreseeable future if your customers [both internal and external] and the public at large have a negative opinion of your organizational administration. Therefore it is vital that you need to develop a unique and suitable form of crisis communication so that you can shape the opinion of the public and your stakeholders. Your ability to skilfully manage the perception of the crisis determines the difference between your organization’s demise and future sustainability. The truth being that in the pitched battle between perception and reality, the perception people have is the one that prevails ultimately. In this workshop you will learn about how you can use effective crisis communication strategies and be proactive in pre-empting potential crises. You will learn on effective preventive methods for recognizing and averting damaging crisis communications issues before it is too late

Objective

By the end of the workshop you will be able to:

• Understand and manage the relationship between public perception and reality
• Choose the best spokesperson for the crisis
• Develop the fine art of communicating effectively to change general perception
• Identify hazards and risk to pre-emptively prevent a crisis from occurring
• Outline a disaster recovery plan
• Develop the fine art of compassion and empathy when communicating to the public regarding a crisis that occurred
• Protect your brand and reputation through crises large and small by being sincere in your approach to managing and communicating crisis
• Make wise, vigilant and defensible decisions under extreme crisis-induced stress

Outline

What you will cover in this action oriented one day workshop

• Understand the five tenets of crisis communications
• Becoming more empathetic and compassionate
• Appreciate the challenges when dealing with the media
• Adapt the three ‘C’ of credibility
• Communicate productively with internal customers
• Communicate ethically with external customers
• Learn to put things into context and perspective
• Learn to give your message the smell test
• Use communication channels appropriately
• Developing an action plan when a crisis occurs
• Being proactive in your thinking to manage the fall-back position when a crisis occurs
• Conduct a post-crisis analysis
• Create a fact-finding and not fault-finding environment

Who should attend

Anyone who are in a leadership position at every level of the organization, customer relations officer, public relations officers, marketing managers, policy makers and educators.

Methodology

This is a highly interactive workshop with mini lectures, role plays and vibrant group discussion. The return on investment is that the participants will take back with them effective tools and strategies to help them manage crisis objectively and honing their skills as a better communicator of such crises.

Testimonial

This topic is relevant to our work, Mr Daniel is very knowledgeable and he provided good examples and covered key points very clearly.
Temasek PolytechnicC

The trainer is very knowledgeable and informed.Excellent Topic.
SWIBER CORPORATE SERVICES PTE LTD

The trainer has provided a very insightful knowledge of how an individual supposed to relay their message to the media during a crisis situation. The trainer is well verse and great.
JTC Corproation

The programme is succinct and effective to bringing across the knowledge required to identity the pressure points of a crisis and manage it properly. Trainer is very effective, clear, engaging and able to connect with the participants. He is able to bring in relevant local and foreign case studies to the enhance and reinforce the content of the course.
Architects Team 3 Pte Ltd

Daniel Theyagu's Profile

• Accredited ICAgile Authorized Instructor
• Certified Lean Six Sigma (Master Black Belt)
• Certified Professional Project Manager [PMI]
• Certified Advanced SCRUM Master [Scrum Alliance] [CSM]
• Certified SCRUM Master [Scrum Alliance] [A-CSM]
• Certified Product SCRUM Product Owner [CSPO]
• Certified Advanced SCRUM Product Owner [A-CSPO]
• Certified Agile Leader [teams and organisations] [CAL-E.T.O]
• Certified SAFe (5) Agilist
• Certified SAFe Lean Portfolio Manager
• Certified SAFe DevOps
• Certified ICAgile Coach
• Certified ICAgile Professional
• Certified ICAgile Team Facilitator
• Certified ICAgile-CAT
• Certified ICAgile-LEA
• Certified Project Management Professional
• Certified Business Analytics Specialist [GICT]
• Certified Critical Thinking and Research Analyst [GAQM]
• Certified Problem and Change Manager [GAQM]
• Certificate in System Thinking [MIT]
• Executive Certificate in Design Thinking [SMU]
• Certified Behavioural and Career Coach [DISC profiling]
• Certified Advanced Behavioural Specialist [DISC profiling]
• Certified The Big Five®Personality Profile Coach
• Certified Emotional Intelligence Facilitator
• Certified Genos™International Emotional Intelligence Coach
• Certified Enneagram Spectrum Practitioner and Coach
• Certified Stress Management Consultant
• Certified Practitioner in Data Protection
• LEGO® Serious Play – Certified Facilitator
• Licensed Master Practitioner of NLP®
• Licensed NLP® Coach
• Certified Applied Neuroscience Coach
• Certified Train-the-trainer in Design Leadership and Design Thinking [SMU]
• ACTA – certified trainer (Singapore)
• Associate Adult Educator (Singapore) [IAL]
• Bachelor of Laws (Hon) University of Buckingham (UK)
• Master in Education, University of Sheffield (UK)
• Diploma in English, University of London (UK)
• Graduate Diploma in Communication and Innovation [SMU]

Daniel Theyagu is a professional corporate trainer in Thinking Strategies, Agile Project Management, Lean Methodologies and Personal Productivity. He is a professional Neuroscience Coach and is an authorized trainer in ICAgile certifications. With a track record of 32 years in training and development, Daniel has trained more than 1000 companies internationally. His participants come from more than 100 countries and range from C-Suite to frontline officers in both the public and private sector. Known for his light-hearted and humorous approach to training, Daniel incorporates many hands-on activities to keep his participants actively engaged in the training. Through the generous use of tactile learning, Daniel is able to impart the most difficult concept succinctly with participants able to see the returns on investment within a short time.