Localised and very action-packed, extremely helpful in my line of work.
Crisis Strikes! What’s Your Protocol?
In today’s golden age of social media, fans can bash, rumours can spiral, and brands can sink in a snap. You need to respond quickly and avoid pitfalls – guard at the frontlines, seize threats and beat virality. No one is really immune to crisis after all.
Unsure of how to strategise in the first 24 hours?
Lack of communication with internal and external stakeholders?
Unable to defuse online tensions and contain raging misfires?
Struggle to rebuild trust with a lost audience?
Critical Skills to Prepare, Protect and Promote your Organisation’s Reputation
Join us at this dynamic 2-day event to unpack the complete know-how on crisis communications. Get updated on the latest social listening tools and trends from PRecious Communications. Pick up effective SOPs, online engagement rules and quick wins from VMware and Visa’s crisis management strategies. Hear insider tips from DB Schenker and Hume Brophy in tackling crisis blow-ups. Crisis-proof your organisation with practical strategies, crisis simulations and interactive case studies analysis.
Latest Digital Tools
Social listening tools to seek and track consumer sentiment
Social Media Strategy
Golden rules of engagement to communicate with stakeholders
Critical touchpoints in the first 24 hours of crisis management
Perspectives from the Brand, Agency & Media
Managing online blow-ups, public response and changing crisis landscapes
Overcoming rumours, fake news and hoaxes
Benefits of Attending
- Adopt latest digital tools to monitor crises 24/7
- Translate social listening data into actionable insights
- Identify main principles behind an effective SOP
- Learn easy tips to bolster media relations with your brand’s voice
- Discover methods to change poor brand perceptions
- Find out how to address negative feedback online
- Score quick online strategies to minimise crisis damage
- Utilise social media channels for swift information dissemination
- Acquire ways to connect with different stakeholders
- Pick up tips to control virality on traditional and online platforms
Past Delegate Testimonials
The insights I learned indeed became a catalyst not only for my professional growth but also for the continual improvement of our organisation’s current policies and practices.
Insightful exercises and great structure.
Who Should Attend
Senior level executives responsible for Public Relations, Strategic Communications, Corporate Communications, Digital Communications, Employee Communications, Internal Communications, Media Relations and Public Affairs.
Day 0108.30 Registration & Morning Coffee
Conference Chair’s Welcome & Ice Breaking Session
LATEST DIGITAL TOOLS
Game Changing Tech Tools to Defuse Early Crisis Fires
- Latest tools and trends in social media crisis management
- Social listening tools to seek out key conversations and early disasters
- Monitor and pick up consumer sentiment from mentions, keywords and hashtags
- Going auto-pilot: Digital tools to respond and rectify 24/7
- Translating data into actionable insights: What do the metrics mean?
Lars Voedisch, Principal Consultant, Managing Director, PRecious Communications
Morning Refreshments & Networking Break
How to Turn Online Backlash into a Reputation Win
- Proven ways to override negative pre-conceived notions
- Rise above trolls and beat rumours, fake news and hoaxes
- Dos and don’ts when addressing negative feedback – When to engage, when to ignore
- How to seize the narrative to mitigate online backlash
- Allying with the public: How to encourage real fans to speak up for the brand
Lunch & Networking Break
PERSPECTIVES FROM THE BRAND, AGENCY & MEDIA
Fresh Ideas and Best Practices in Crisis Communications
- Changing landscape of crisis communications: Discussing social CEOs, data breaches and fake news
- Effective ways and channels to connect with the public, stakeholders and fans
- Tips and tricks to manage public response and perceptions on social media
- Challenges and opportunities when managing social media blow-ups
- Assessing new crisis communications tools and services in the market: Is there a new way out?
Zoe Hibbert, Head of Corporate Communication, Asia Pacific, Visa
Andrew Seah, Head, Corporate Communication, Marketing, APAC, DB Schenker
Carolyn Camoens, Managing Director, Asia, Hume Brophy
PN Balji, Former Editor, TODAY and TNP
Pivotal Success Factors in Crisis Communications
- Identify the main principles behind an effective SOP
- Critical touchpoints in the first 24 hours of crisis management
- Amplify your voice through mainstream media: Easy tips to bolster media relations
- Crucial takeaways to look out for when assessing crisis response
- Exciting approaches to revamp brand and rebuild confidence
Anubha Pandey, Communications and D&I Lead Southeast Asia & Korea, VMware
Afternoon Refreshments & Networking Break
SOCIAL MEDIA STRATEGY
Survive Your Next Crisis with Visa’s Social Media Crisis Communications Plan
- Timely and proactive quick wins to minimise crisis damage
- Leveraging on social media channels for swift information dissemination
- Breaking down Visa’s social media strategy: Digital solutions for traditional and online crises
- Golden rules in social media engagement: Best practices to get your message to the masses
- Common pitfalls to avoid when handling sensitive topics and private information
Zoe Hibbert, Head of Corporate Communication, Asia Pacific, Visa
Conference Chair’s Insights & Analysis of the Day’s Proceedings
End of Day One
Build a Crisis Communications Protocol to Act Promptly & Avoid Pitfalls
This 1-day workshop combines crisis management best practices training with immersive crisis. Identify crucial inflection points in critical decision-making. Draw out lessons learnt from the best and worst crisis management scenarios. Test and refine the skills needed for proactive crisis response. Review when, where and how to start the reputation recovery process. Engage, support and motivate employees post-crisis.
Interactive Exercises at Every Crisis Communications Stage
Risk and vulnerability assessments to identify top risks
Post-crisis recovery programmes to build crisis resilience
Action-oriented crisis management training
Immersive simulations to stress test your crisis playbook
Registration: 8.30am • Workshop: 9.00am – 5.00pm
Morning, afternoon refreshments & lunch will be served at appropriate intervals.
Session 1: Crisis Planning
What is a crisis: Learn how to predict it
- Building a useful crisis playbook: What it is and what it isn’t
- The Proving Grounds: Explore how crisis simulations stress test your crisis playbook and build high-performing management teams
- Crisis media training: Discover the skills that you really need
- Cybercrime: Review the players, their tactics and motivations in the fastest growing category for crisis management
Exercise: Delegates will undertake a Risk & Vulnerability Assessment (a crisis audit) to identify their top risks. They will then rate and categorise the probable and possible risk scenarios. This session will focus on the businesses/sectors of the delegates.
Session 2: Crisis Response
Delegates will evaluate the critical elements of a crisis response. A management’s ability, or inability, to manage the crisis often determines the extent of reputational damage, more than the incident itself.
- Use real-time social media monitoring to demonstrate how stories can be predicted to perform (go viral or not) and ensure that you join the conversation at the right time
- Explore, define and develop what is authentic leadership in a crisis
- Assess, resolve, control: The three critical elements in managing a crisis
Exercise: Delegates will get to manage social media during a crisis to drive their desired narrative (this is the opportunity) and counter fake news (dealing with the threat). Delegates will be given a scenario to work with and the workshop leader will be a guide in the process.
Session 3: Crisis Recovery
In a time of significant unknowns, management needs to quickly understand the end game, take charge of the situation with a strategy and take immediate action.
- Review when, where and how to start the reputation recovery process and what processes need to be in place in the aftermath of a crisis
- Identify the critical information to collect after an incident to prepare your prevention strategy
- Remember the most often forgotten audience after a crisis – employees: How to engage, support and motivate them
Exercise: Delegates will create post-crisis recovery programmes focused on building resilience into the future.
Session 4: Crisis Simulations
Delegates will go through a number of detailed crises that have occurred across multiple industry sectors. They will draw out insights, lessons learnt and walk away with the best practices in crisis management.
- Interactive reviews of the best and worst crisis management scenarios: Case studies from the automotive, airline, technology, food, service, FMCG and financial sectors
- The vast majority of crises are predictable: How each crisis follows an arc
- Why crisis experience is critical: Identify crucial inflection points involving critical decision-making
- Case study exchange: Delegates are encouraged to bring their own examples for analysis
Exercise: Delegates will be divided into management teams and given a crisis scenario. They will have to develop a strategy to take control of the crisis. Escalations of the crisis will be introduced throughout the session, with a collective review at the end of what worked and what could have been improved – guided by the workshop leader.