First line
A sensitive situation is reported. Do your employees have the right reflex:
- when a complaint from a consumer or customer arrives?
- when a journalist asks questions?
- when a visitor becomes aggressive?
In this interactive training, the emphasis is on the first reaction in sensitive situations with the outside world. Your employees are made aware of their role in receiving the first signals of a potential crisis.
The general goal is to increase incident and crisis awareness within your company.
Doelstellingen
- Bewustzijn creëren over de rol van eerste lijn bij het detecteren van incidenten.
- De juiste reflex aanleren bij tal van gevoelige situaties.
- Het opvragen van de nodige informatie en het intern escaleren van de informatie.
Programme
- Individual processing of the theory via a digital platform (20 minutes);
- Individual telephone coaching with role-playing games (30 minutes).
- Digital test (10 minutes).
Target group
Employees who are in direct contact with the outside world, whether by phone (reception, secretariat), online (email, social media) or in real life (reception, security).
Important information for the participants
It is important to communicate in advance with your participants about the objectives of the training. This way they are aware of the program and can come prepared.
Learning points
Crisis communication: develop reflexes, not thick books
Are you really ready to tackle a crisis… or do you just think you are? Many organisations rely on detailed plans, but under pressure these often prove worthless. In a world of...
Extortion and internal threats: is your crisis management up to the task when faced with criminal acts?
The recent extortion case at baby food manufacturer HiPP shows that deliberate contamination is a real risk. However, criminal acts are not among the top priorities for food com...
4% affected, 60% unprepared: time for cyber resilience in the food sector
Food companies are therefore an attractive target, 60% of which do not have a Cyber Incident Response Plan. Moreover, warfare today takes place largely online. How can you bette...