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
Make sure you don’t become the poster boy for the crisis
Some crises affect an entire sector. How do you avoid becoming the face of the crisis? How do you coordinate strategic actions? Who takes the lead on crisis communication? Here ...
What to do in the event of a shitstorm?
Has anyone targeted you (online)? Are you dealing with a (verbally) aggressive individual who is attempting to discredit you through various channels? Below, we share a few t...
Change communication: without strategy, no support
A major restructuring at an international food company caused turmoil in the workplace. Hundreds of jobs were at risk, which deeply affected the employees. Barely a month later,...