Crisis Communication and Management from edX

This course from Tuck Executive Education at Dartmouth hones in on the essential considerations and strategies for mastering the art of crisis communication and management, a critical competency for today's leaders. Learners will explore the dual nature of crises as threats and potential opportunities for organizational growth and resilience. The curriculum is designed to differentiate between mere organizational drama and true crises, enabling learners to implement strategic plans effectively under pressure.

This course will equip learners with the tools and frameworks necessary to create their own crisis communication plans and lead effectively during a crisis. This will ensure they can protect and even enhance their organization's reputation when it matters most.

This course was designed to be the third in the Strategic Corporate Communication professional certificate. You will get the most out of the contents and assignments for this course if you complete it after Communicating Strategically and Corporate Brand and Reputation, and before Corporate Responsibility.

What's inside

Learning objectives

Outline common crisis characteristics
Differentiate crisis and drama

Describe the 3 pillars of adaptive organizations
Define the effective threat avoidance framework

Outline common crisis characteristics
Differentiate crisis and drama
Describe the 3 pillars of adaptive organizations
Define the effective threat avoidance framework

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Read about what's good

what should give you pause

and possible dealbreakers

Focuses on crisis communication and management, which are critical skills for leaders navigating organizational challenges and protecting their organization's reputation

Explores the dual nature of crises, framing them not only as threats but also as opportunities for organizational growth and resilience

Designed to be the third course in a professional certificate series, suggesting a structured and comprehensive approach to strategic corporate communication

Teaches learners how to differentiate between organizational drama and true crises, enabling them to implement strategic plans effectively under pressure

Reviews summary

Crisis communication practical frameworks

According to learners, this course offers highly practical and immediately applicable frameworks for crisis communication and management. Many praise the clear and engaging instructor and well-structured content, finding it provides a solid foundation and actionable strategies. However, some suggest that while it's excellent for understanding the basics, it may feel too general or abstract and lack the depth or specific case studies needed for more experienced professionals dealing with complex scenarios.

Instructor is clear and knowledgeable.

"The instructor was clear and engaging."

"Fantastic course! The instructor's expertise is evident."

Well-organized content, easy to follow.

"The lectures were well-structured, and the examples were relevant."

"The course material is well-organized and easy to follow."

"The way it breaks down crisis types and response strategies is clear and effective."

"The materials are well-presented."

Tools for immediate job application.

"This course was incredibly practical. The frameworks provided... are immediately applicable to my job."

"I gained practical tools to build a crisis plan."

"Provided actionable strategies that I can implement right away."

"It gives a good overview and useful tools."

Needs more real-world specific examples.

"...lacked real-world case studies beyond general examples."

"I agree with some others that it could benefit from more diverse case studies..."

"I was hoping for more hands-on application and discussion of complex scenarios."

Solid introduction, lacks advanced detail.

"Good overview, but professionals with some experience might find it basic."

"The initial modules were strong, but I felt it didn't go deep enough..."

"It serves as a good introduction but not a comprehensive guide for experienced professionals."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Crisis Communication and Management with these activities:

Review Case Studies in Crisis Communication

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Familiarize yourself with real-world examples of crisis communication to better understand the concepts covered in the course.

Browse courses on Crisis Communication

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Find 2-3 case studies of well-managed and poorly-managed crises.
Analyze the communication strategies employed in each case.
Identify the key factors that contributed to the success or failure of each strategy.

Review 'Reputation Rules' by Daniel Diermeier

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Understand the long-term impact of crisis communication on an organization's reputation.

View Reputation Rules (PB) on Amazon

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Read the book's key chapters on reputation management.
Identify the key principles for building and protecting reputation.
Consider how these principles apply to crisis communication scenarios.

Review 'Crisis Communication: Theory and Practice' by Coombs

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Gain a deeper understanding of the theoretical underpinnings of crisis communication.

View Ongoing Crisis Communication on Amazon

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Read the book's introduction and table of contents.
Focus on chapters relevant to the course syllabus.
Take notes on key concepts and theories.

Three other activities

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Develop a Crisis Communication Plan Template

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Apply the course concepts by creating a practical tool for crisis management.

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Research best practices for crisis communication plans.
Outline the key components of a comprehensive plan.
Develop a template that can be adapted for different organizations.
Share the template with peers for feedback.

Create a Presentation on a Specific Crisis

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Solidify your understanding of crisis communication principles by analyzing a real-world crisis event.

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Select a notable crisis event from recent history.
Research the event and the organization's response.
Prepare a presentation outlining the crisis, the communication strategies used, and their effectiveness.
Present your findings to a small group or record a video presentation.

Simulate a Crisis Communication Scenario

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Practice your crisis communication skills in a simulated environment.

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Form a group with 2-3 other students.
Develop a realistic crisis scenario.
Assign roles (e.g., spokesperson, PR manager, CEO).
Run the simulation and practice responding to the crisis.
Provide feedback to each other on your performance.

Career center

Learners who complete Crisis Communication and Management will develop knowledge and skills that may be useful to these careers:

Crisis Management Consultant

A Crisis Management Consultant advises organizations on how to prepare for and manage crises. This course is extremely helpful, as it provides a comprehensive look at crisis communication, which is a key component of crisis management. The frameworks and tools offered can enable a Crisis Management Consultant to provide clients with practical guidance on navigating tough situations, and the course’s instruction on how to build effective plans is useful. For a Crisis Management Consultant, this course directly supports the skills needed to protect an organization's reputation during times of stress. This course is essential for anyone wanting to move into this career.

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Communications Director

A Communications Director is responsible for overseeing all internal and external communications of an organization, including crisis communications. The course is directly applicable, as it focuses on the essentials of crisis communication and management. The ability to differentiate between simple workplace drama and a true crisis, as taught in this course, is paramount for a Communications Director. A Communications Director would use learnings from this course to protect and bolster organizational reputation amid difficult situations. The course's instruction on creating crisis communication plans and strategies helps a Communications Director build resilience at their organization.

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Public Information Officer

A Public Information Officer is responsible for communicating with the public and the media during emergencies and crises. This course is extremely beneficial because it is designed to help you manage crisis communications. The ability to differentiate between organizational drama and true crisis situations will be valuable to the Public Information Officer, who needs to correctly assess an event as it unfolds. A Public Information Officer will be in a better position to protect and enhance an organization’s reputation by utilizing the tools and frameworks provided in the course. This course helps to create a leader ready for the spotlight during times of crisis.

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Reputation Management Specialist

A Reputation Management Specialist focuses on maintaining and improving the public image of an organization. This course is highly relevant, as it centers on protecting and enhancing reputation during times of crisis. The curriculum equips a Reputation Management Specialist with the tools to create crisis communication plans, a vital skill. Skills like learning to differentiate between a true crisis and simple drama are paramount for a Reputation Management Specialist, who needs to know when to act. The ability to lead during a crisis will enable a Reputation Management Specialist to perform effectively. This course will be very useful for anyone in this role.

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Public relations manager

A Public Relations Manager is responsible for shaping the public perception of an organization, often including managing communication during crises. This course is extremely useful because it focuses on the core skills necessary for effective crisis communication, which is a critical aspect of public relations. The curriculum's emphasis on distinguishing between organizational drama and true crises helps a Public Relations Manager prioritize and respond appropriately. The course's focus on creating crisis communication plans helps build a critical skill in this role. The course's frameworks and tools are of value to anyone handling organizational reputation. For a Public Relations Manager, this course would be highly relevant.

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Executive Director

An Executive Director is the leader of an organization and is responsible for its overall management, including handling crises. This course is valuable because it equips leaders to effectively handle crises, which is a critical competency of an Executive Director. The course helps an Executive Director to understand the difference between organizational drama and true crises. The practical tools and frameworks taught in this course assist an Executive Director in protecting and enhancing their organization’s reputation. This course provides skills that are necessary for any leader in times of crisis.

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Emergency Management Specialist

An Emergency Management Specialist develops and implements plans to prepare for and respond to emergencies, including organizational crises. This course is very helpful, as it strengthens an understanding of how to communicate effectively during a crisis. This course provides a strong foundation for an Emergency Management Specialist who must be able to differentiate between incidents and true crises. An Emergency Management Specialist would use the tools from this course to create communication plans that ensure an organization can respond well when it matters most. This course will help a specialist learn how to manage communications while under pressure.

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Business Continuity Planner

A Business Continuity Planner develops and implements plans to ensure an organization can continue operating during disruptions, including crises. The course is valuable, as crisis communication is an important aspect of business continuity. This course's focus on creating crisis communication plans directly translates to a Business Continuity Planner's need to keep stakeholders informed during difficult times. The course's guidance on how to lead during crisis situations helps to build a resilient organization. For a Business Continuity Planner, this course is a practical guide to communication.

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Communications Specialist

A Communications Specialist is involved in creating and executing communication strategies for an organization. While this role can be broad, this course is particularly useful for a Communications Specialist who may need to manage communications during a crisis. The course teaches the tools and frameworks needed to implement effective crisis response plans. A Communications Specialist would benefit from the course's focus on being able to distinguish between drama and true crises. This course is important for anyone who needs to manage an organization's communication strategy day to day.

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Internal Communications Manager

An Internal Communications Manager is responsible for employee communications, including communicating during crisis situations. This course is valuable because it focuses on the management of crisis communications. The course's practical approach to managing crisis situations directly applies to the role of an Internal Communications Manager. This course helps improve an Internal Communications Manager's ability to lead during high pressure situations. A focus on differentiating between a minor event and a crisis will help an Internal Communications Manager respond effectively to situations.

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Risk Manager

A Risk Manager identifies and assesses potential risks to an organization, including crises. This course is helpful, as it emphasizes how to react appropriately when a crisis does occur. The course will help a Risk Manager understand the potential reputational damage a crisis could cause, and it provides tools to build a plan. This course teaches learners to view a crisis as both a threat and as a potential opportunity. A Risk Manager would find this course to be a relevant way to improve their skills when handling various sorts of crises.

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Corporate Communications Officer

A Corporate Communications Officer designs and implements communication strategies to support an organization's objectives. This course may be useful, as it discusses skills in crisis communication, which is a necessary part of Corporate Communications. The course's emphasis on creating crisis communication plans is directly applicable to a Corporate Communications Officer's role. A Corporate Communications Officer would benefit from being able to differentiate between a workplace drama and a true crisis. Effective crisis leadership helps any professional in this field thrive.

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Project Manager

A Project Manager oversees specific projects and may be called to manage communication during a project crisis. This course may be useful because it addresses handling crisis communications. The course's focus on identifying and planning for a crisis helps a Project Manager prepare for potential disruptions. The ability to differentiate between routine setbacks and true crises can be useful for a Project Manager. The ability to lead during times of stress helps to build a successful project team. A project manager will use the skills learned to mitigate risk and reduce disruptions.

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Community Relations Manager

A Community Relations Manager focuses on building and maintaining positive relationships between an organization and the community. This course would be useful, as they may need to manage communications during a crisis affecting the community. A Community Relations Manager would benefit from learning to differentiate between organizational issues and true crises. The course equips individuals with crisis communication plans which could help a community relations manager in a time of need. The focus on communications leadership is vital for a community relations professional.

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Social Media Manager

A Social Media Manager handles an organization's presence on social media, and during a crisis, their role is vital for managing information flow. This course may be useful because it provides tactics for crisis communication. The course content, such as distinguishing drama from a true crisis, will help a Social Media Manager create appropriate responses. The frameworks and tools taught in this course could assist a Social Media Manager in navigating a difficult situation. Having a crisis communications plan, as taught in this course, is essential for this role. This course enhances the skills of any professional with social media responsibilities.

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Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Crisis Communication and Management.

Ongoing Crisis Communication

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Provides a comprehensive overview of crisis communication theories and practices. It is widely used as a textbook in crisis communication courses. It offers a strong theoretical foundation for understanding crisis dynamics and developing effective communication strategies. Reading this book will provide a deeper understanding of the concepts discussed in the course.

Ongoing Crisis Communication

Paperback

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Ongoing Crisis Communication

Kindle Edition

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Reputation Rules (Pb)

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Explores the strategic management of corporate reputation, which is closely tied to crisis communication. It provides frameworks for understanding how organizations can build and protect their reputation in the face of challenges. This book is particularly useful for understanding the long-term impact of crisis communication on an organization's overall reputation. It adds breadth to the course by focusing on the strategic implications of reputation management.

Reputation Rules (PB)

Paperback

Crisis Communication and Management

What's inside

Learning objectives

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Reviews summary

Crisis communication practical frameworks

Activities

Career center

Reading list

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