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.
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
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,...
How a missed incident report led to a major recall
A consumer finds a piece of plastic in one of your products. What at first presented as an isolated case, turned out to be a tell-tale sign for a bigger issue. Several people re...
Food Fraud: What if your product unintentionally contains banned substances?
A banned substance ends up in your product through a raw material. The consequences are widespread: various products must be recalled, consumers are worried, and the reputation ...