Crisis Management and Crisis Communication

Programme Summary

A crisis requires timely decisions while facts, impacts and stakeholder expectations continue to change. This programme develops practical corporate crisis coordination and communication skills through a scenario exercise. Participants establish priorities, assess uncertain information and prepare consistent messages, then review decision records and recovery actions that support accountability, stakeholder trust and organisational learning.

Training Objectives

1 Clarify corporate crisis roles and decision authority; 2 Improve situational assessment under uncertainty; 3 Develop structured crisis coordination and escalation; 4 Strengthen accurate timely stakeholder communication; 5 Build recovery review and organisational learning practices.

Learning Outcomes

1 Recognise crisis escalation triggers in a case; 2 Prepare a concise situation and priorities brief; 3 Record decisions assumptions and accountable actions; 4 Draft a verified stakeholder holding statement; 5 Identify recovery priorities and lessons learned.

Target Audience

Crisis Team Members; Senior Managers; Communications Managers; Business Continuity Managers; Operations Managers; Risk Managers.

Target Industries

Manufacturing; Healthcare Administration; Financial Services; Transport Operators; Hospitality Groups; Utilities.

Course Contents

• Module 1 Crisis Context and Governance: Incident emergency and crisis distinctions; Activation criteria and decision responsibilities; Coordination with specialist response teams.
• Module 2 Situational Awareness: Verified facts assumptions and information gaps; Consequences stakeholders and changing priorities; Information collection and common operating picture.
• Module 3 Decision Making Under Pressure: Immediate objectives and response options; Time constraints uncertainty and tradeoffs; Decision logs and accountable action ownership.
• Module 4 Crisis Team Coordination: Briefing rhythm roles and handovers; Resource requests and escalation routes; Maintaining continuity of leadership and records.
• Module 5 Communication Strategy: Audiences purpose channels and timing; Approval verification and spokesperson responsibilities; Consistent internal and external messages.
• Module 6 Messages and Difficult Questions: Holding statements and known facts; Empathy uncertainty and practical instructions; Correcting errors rumours and misinformation.
• Module 7 Recovery and Review: Transition priorities and residual risks; Stakeholder commitments and recovery communication; Debriefs corrective actions and learning.
• Module 8 Crisis Simulation: Responding to evolving scenario information; Preparing decisions briefings and statements; Reviewing response quality and improvements.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied reference pack permitted; external internet and AI assistance prohibited.
• Individual applied assessment (45 minutes): Respond to a timed crisis scenario by issuing a situation brief, decision log and approved holding statement, then identify recovery and improvement actions.
• Assessment criteria: Quality of prioritisation under uncertainty; Accuracy and appropriateness of crisis messages; Traceability of decisions actions and review findings.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Separate verified facts from assumptions in public messages.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed corporate crisis coordination and communication skills; it does not confer emergency command, medical or public authority powers.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Management, communications, continuity or operational responsibility is recommended. The programme covers corporate coordination rather than specialist emergency command or clinical response.Management, communications, continuity or operational responsibility is recommended. The programme covers corporate coordination rather than specialist emergency command or clinical response.Management, communications, continuity or operational responsibility is recommended. The programme covers corporate coordination rather than specialist emergency command or clinical response.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Review a fictional crisis scenario and response structure during a 30 minute preparatory exercise.Review a fictional crisis scenario and response structure during a 30 minute preparatory exercise.Review a fictional crisis scenario and response structure during a 30 minute preparatory exercise.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.