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Transport brochure

www.gocrisis.com

About GoCrisisGoCrisis is an Australian company with a worldwide network of leading crisis trainers and responders. With first-hand, international crisis and emergency management experience, our team of specialists supports organisations in the transport industry - our philosophy is to empower and support our clients with knowledge, skill and scalable resources to respond effectively to an emergency or crisis

Readiness• Risk assessment and crisis mitigation• Writing and reviewing crisis plans• Regulatory compliance and filing• Training leadership teams and in-house

responders in best practice crisis management• Exercises to test crisis plans, processes and

systems• Post-exercise analysis• Business continuity planning

Response• Strategic and tactical support• Integrated call centre services• Family assistance• Crisis communications and media

management • Social media response teams• Mental health support• Administrative support• Recovery and repatriation of personal effects• Repatriation of deceased • Memorial services

Recovery• Reputation management and recovery• Post-crisis analysis • Recovery and remedial services

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Teaching, developing and rehearsing to improve knowledge, skills and attitudes in ways that will enhance performance during the management of a crisis or emergency.

Training and ExercisesGoCrisis develops an organisation’s crisis management capability through training, exercises and learning from crises. Our seminars are tailored around industry-specific issues, case studies and scenarios that will improve knowledge, skills and attitudes in ways that will enhance performance and mitigate against liability. Our course materials include best practices, the latest research, case studies and first-hand crisis experiences from GoCrisis responders.

To book a training course or for further information, please enquire directly to info@gocrisis.com

Training courses include:• Preparing for Crises & Disasters• Crisis Leadership• Crisis Management• Crisis Communications Management• Social Media Crisis Management • Media Training

• Go Team Training• Care Team Training• Remote Sites, Port & Station Training• Contact Centre Management• Exercises

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Preparing for Crises & DisastersPreparing for serious incidents, accidents and disasters

Duration: 1 DayOverviewManaging a serious incident, accident or disaster involving victims, families and employees will challenge any organisation particularly in an environment where standards for a fast, effective, transparent and compassionate response are higher today than ever before. Through this interactive course, delegates will learn best practice international standards and analyse recent case studies and world events to enhance their ability to meet the ever-growing demands of stakeholders, instantaneous modern media, international legislation, industry regulations and public expectation.

Objectives• Understand the principles and best practice standards in crisis management• Understand key roles and responsibilities in a crisis management centre• Examine decision- making in crisis• Understand best practice deployment of teams• Analyse and discuss industry case studies and scenarios to learn how capabilities could be

enhanced

Course Content• Understanding transport industry crisis,

emergency and business continuity management

• Crisis leadership• Crisis communications• Incident Management System• Public enquiry• Data management• Insurance and finance

• Government & community affairs• Dealing with fatalities• Family assistance• Dealing with personal effects• Investigation• Business continuity• Environmental issues• Planning for response• Planning for recovery

Who should attend?Senior management with strategic responsibilities for the delivery of an emergency management capability and those responsible for implementing and maintaining emergency management plan and structures.

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Crisis LeadershipStrategy that inspires confidence

Duration: 1 DayOverviewCrisis will separate leaders into those who are unprepared and those that excel; effective leadership is synonymous with effective crisis response. This course is designed to provide senior management with the knowledge, skills and strategies to successfully lead the organisation through the uncertainty of crisis. It looks at leadership challenges and opportunities and provides insight into leadership ethics, preparedness, effective communication, informed decision making and proactive crisis response. Through this interactive course, delegates will learn best practice standards and analyse industry case studies and world events to enhance their ability to meet the ever-growing demands of stakeholders, instantaneous modern media, legislation, industry regulations and public expectation.

Objectives• Gain a clear understanding of leadership roles and responsibilities in crisis• Develop the skill and knowledge for effective communications with all stakeholders• Learn the skill to develop and maintain situational awareness in crisis• Develop leadership techniques and coping strategies• Analyse crisis leadership from industry case studies and world events

Course Content• Understanding crisis• Preparing for leadership in crisis• Managing scalability and surge capacity• Leadership during crisis: challenges and

opportunities• Effective crisis decision-making

• Situational awareness, anticipation, analysis and action

• Effective communication with all stakeholders• Social media: a powerful leadership tool• Leadership techniques and coping strategies• Leadership after crisis: rebuilding

Who should attend?Senior executives and operational management with the strategic responsibility of leading the organisation through crisis.

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Crisis ManagementEffective, timely and appropriate tactical response

Duration: 1 DayOverviewThe standards for effective, timely and appropriate tactical response that is both transparent and compassionate are higher today than it has ever been. Organisations need to be steadfast in their ability to meet the ever-growing demands of a growing base of global stakeholders, instantaneous modern media, legislation, regulations and public expectation. This interactive training course will give participants a clear understanding of the different functions of managing crises and how their role fits into the overall response.

Objectives• Understand key roles and responsibilities in crisis management centre• Examine information gathering and decision-making in crisis• Understand best practice deployment of teams• Analyse and discuss industry case studies and scenarios to learn how capabilities could be

enhanced

Course Content• Assessing and understanding information • Crisis alerting and activition • Crisis response• Legislation and specific country requirements• Deploying teams• Crisis communications• Public enquiries• Managing staff enquiries

• Data management• Government & community affairs• Insurance and finance• Investigation• Specific challenges • Business continuity• Planning for response• Planning for recovery

Who should attend?Senior executives and operational management with responsibilities for the delivery of a tactical crisis management capability and those responsible for implementing and maintaining the crisis plan and structures. This will usually draw on personnel from executive management, PR, Legal, Contact Centre, Finance, IT, Logistics, HR and Security.

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Crisis Communications ManagementThe foundation of reputation management

Duration: 1 DayOverviewIn a world with real-time news media, viral social media, instantaneous video uploads and international connectedness, news travels faster and further than ever before.An organisation’s capacity to communicate promptly, accurately and confidently is a critical aspect of managing reputation in a crisis. This interactive course will develop the skills and knowledge of delegates to address the challenges of being the most reliable source of information regarding a crisis for all audiences using all communication platforms.

Objectives• Gain a clear understanding of best practice crisis communications• Develop the skill and knowledge for effective communications with all stakeholders• Overview of developing a Crisis Communications Plan• Understand all the crisis communications functions• Gain knowledge of the opportunities and risks of social media in crisis• Analyse crisis communications from industry case studies

Course Content• Understanding crisis• Key principles of crisis communications

response• Pre-crisis preparation• The Spokesperson• Media monitoring• Audiences

• Contact centre• Information center• Social media• Developing a crisis communications plan• Key messages for all platforms• Resources for crisis communications

Who should attend?Senior management with strategic responsibilities for the delivery of a crisis communications management capability and those responsible for implementing and maintaining the crisis communications plan and structures. This will usually draw on personnel from PR, HR, and Legal.

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Social Media Crisis ManagementUnderstanding the new era of public opinion

Duration: 1 DayOverviewSocial media has accelerated exponentially the speed with which information is circulated. The prevalence of social media presents opportunity as well as risk. It can be a powerful crisis communications tool to dispel rumour, provide information, calm fears and demonstrate commitment. This interactive course provides delegates with knowledge of best practice response and the skills to monitor and engage with the online community during crisis.

Objectives• Understand the opportunities and risks that social media presents• Develop skills for effective social media communications during a crisis• Learn how to effectively monitor social media during crisis• Analyse social media crisis response from case studies

Course Content• Social Media – opportunities and risks• Monitoring social media• Best practice social media crisis response• Pre-crisis preparation

• Engaging with your online community during crisis

• Tailoring key message for social media platforms

Who should attend?Senior management with strategic responsibilities for the delivery of a crisis communications management capability and those responsible for implementing and maintaining the crisis communications plan and structures. This will usually draw on personnel from PR, HR and Legal.

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Media TrainingHow to be an effective spokesperson

Duration: 1 DayMaximum attendance: 8

Course Content• The role of the media• The role of the spokesperson• Best practice crisis communications• Working with the media• Top strategies for media interaction

• Identifying your audience• Media interviews• Media ambush• The press conference• Social media for the spokesperson

Who should attend?Executives, management and nominated spokespeople at head office and other business locations.

Design: Learning through industry case studies, scenario exercises, group discussions and on-camera interview practiceOverviewWhen an organisation is in crisis, the world watches very closely. You must have trained and prepared spokespeople who can engage with the media and effectively represent the company during crisis; spokespeople at head office and at other business locations, who are prepared and trained to deliver key messages in high-pressure situations can significantly improve the public perception during crisis. An effective spokesperson can help protect reputation and aid the path to recovery. This practical course provides delegates with the skill to be confident when interacting with the media and to deliver key messages in a life-like interview exercise.

Objectives• Gain an understanding of effective communications following a crisis• Develop practical skills to improve your delivery of key messages under pressure• Learn to interact confidently with the media• Using social media as a powerful crisis communications tool• Analyse spokesperson interviews from industry case studies and world events

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Go Team TrainingReady to deploy

Duration: 1 dayOverviewA well trained and prepared Go Team is essential for all transport operators to ensure immediate deployment to the site of any serious incident or accident. Depending on the nature of the incident, it may be necessary to send representatives from many different departments to work alongside authorities in the local response. This course will develop the knowledge and skills of Go Team members to allow them to focus on priorities and responsibilities.

Objectives• Understand the roles and responsibilities of the Go Team• Ensure Go Team members are prepared to deploy at short notice• Review content of Go Bags to ensure the team is able to commence duties immediately when

they arrive at the site.

Course Content• The role of the Go Team• Deployment notification• Predeployment briefing• The importance of respecting local custom

and culture • Investigation liaison • Communicating with authorities

• Security, protection and recovery of assets and belongings

• Recovery and site remediation• Wreckage recovery• Standown• Self care

Who should attend?Executives and senior managers responsible for responding to serious incidents or accidents. Go Team members with dedicated responsibilities to deploy to the site.

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Care Team Training Humanitarian support to people affected by crisis

Duration: 1 DayOverviewWhen employees, passengers or the public have been affected by a traumatic event, your responsibility to support the victims and their families is overwhelmingly recognised in best practice crisis management and relevant family assistance legislation around the world. Providing Family Assistance has proven to be a critical part of preparing for, responding to and recovering from a crisis. This interactive course is based on the World Health Organisation’s psychological first aid guidelines, international family assistance legislation and industry guidelines. The course provides delegates with the skills and best-practice standards to represent your organisation as Care Team members.

Objectives• Understand family assistance and how it fits into the overall response• Develop skills to provide best-practice family assistance

Course Content• Understanding family assistance• Understanding how family assistance fits into

overall crisis response• Overview of a family assistance centre• Family assistance at remote locations• Role and responsibilities of a care team

member

• Elements of psychological first aid• Culture and diversity• What to expect when dealing with families in

crisis• Record keeping• Preparing to provide family assistance• Self care

Who should attend?Senior management with strategic responsibilities for the delivery of a family assistance response capability and the designated personnel who will provide assistance to victims and families on behalf of your organisation.

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Remote Sites, Port & Station TrainingImmediate priorities in a crisis

Duration: 1 dayOverviewIncidents rarely occur in convenient locations, therefore operators need to ensure remote staff at ports and stations are well prepared to respond to the immediate responsibilities and the needs of those involved until the Go Team arrives. While emergency services will respond to the site, arrangements for providing care to survivors and families need to be immediately considered. This course will ensure remote staff and station managers understand their priorities.

Objectives• Understand key roles and responsibilities • Ascertain what resources and personnel are available to assist with immediate response• Communicating with survivors and families• Effective communication with your Crisis Management Team• Caring for survivors and families immediately following an incident

Course Content• Understanding survivor and family assistance• Family assistance at remote locations• Overview of a family assistance centre• Role and responsibilities of a care team

member

• Elements of psychological first aid• What to expect when dealing with families in

crisis• Record keeping• Self care

Who should attend?All remote station & port staff, handling agents, service providers. Code Share & Alliance partners with responsibilities for supporting the initial response should also be invited.

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Airport, Port and Station Response Coordinated multi-agency response

Duration: 1 dayOverviewA documented and exercised emergency response plan that facilitates multiple agencies and organisations responding in a coordinated manner to an accident is essential. This course will take a detailed look at airports and ports comprehensive response plans in light of the new world of interconnectedness. This course will bring together all of the agencies and organisations to ensure clarity of roles and responsibilities are understood ahead of a serious incident or accident.

Objectives• Emergency Response Plan overview• Confirm available resources and personnel able to assist with immediate response• Identify location to care for survivors and families• Understand local Reconciliation and Reunification process

Course Content• Activation system • Legislation and specific country requirements• Agency update – incident control, key roles

and responsibilities • Crisis communications• Public enquiries• Data management• Insurance and finance• Investigation

• Setting up a Survivor and Family Reception Centre

• Caring for survivors and families immediately following an incident

• Communicating with survivors and families• Elements of psychological first aid• What to expect when dealing with families in

crisis• Self care

Who should attend?All remote station & port staff, airport and port authorities, handling agents, local authorities and regulators who will provide immediate response and assist with caring for survivors and familes.

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Contact Centre Management The first point of contact

Duration: 1 dayOverviewIt is essential to ensure a well documented and tested call centre system is in place to receive and immediately process calls from affected passengers, families, employees, members of the public and the media. Call takers will be the first point of contact in very stressful circumstances. It is therefore vital they receive appropriate training and support.

Gathering accurate information from callers and providing information to them is mandotory in some countries. Your call centre will allow you to provide authorities with information that will assist in linking familes with loved ones, providing information to hospitals who may need to treat unconscious patients and allowing rapid gathering of information where disaster victim identification is required.

Objectives• Understand the role of the Contact Centre and how it fits into the overall response• Learn why accuracy when gathering information is so important• Understand the need for privacy and confidentiality of information • Learn how to effectively deal with media enquiries

Who should attend?All managers with strategic responsibility for the delivery of crisis management capability and all personnel working in call centres

Content• Role of the Contact Centre• Manager’s and call takers’ responsibilities

• Procedures for collecting information • Self care

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ExercisesRehearse, test and evaluate plans and procedures

Duration: 1 DayOverviewRehearsing plans and procedures is an important aspect of being prepared for crisis, emergencies and disruptions. GoCrisis exercises are developed and tailored with the individual organisation in mind. It is appropriately challenging, complex and realistic for staff to practice in the response roles they have been assigned. The exercises are designed to be constructive and to support staff in developing their skills and understanding their roles to develop a strong crisis response team. We use realistic scenarios to explore risks and test the abilities of crisis response capabilities.

Objectives• Understand the roles and responsibilities of the response teams• Rehearse and test plans and procedures• Examine and resolve problems based on relevant, realistic and challenging scenarios• Post-exercise evaluation

Course Content• Review of incident management system• Scenario exercise

• Exercise debrief• Discuss action report and improvement pan

Who should attend?Senior management with strategic responsibilities for the delivery of a crisis management capability and those responsible for implementing and maintaining the crisis plan and structures. This will usually draw on personnel from Management, PR, Legal, Contact Centre, Finance, IT, Logistics and HR.

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GoCrisis is an international team of leading crisis and issues management experts. We equip key executives in companies, government and NGOs with the necessary processes, plans, skills and resources to manage effectively a crisis involving their organisation. With first-hand, international crisis management experience across multiple industries, our multinational team of specialists supports organisations through complex incidents, crises and issues.

Address: 15 Colin Street, West Perth, 6005 Western Australia Postal: Po Box 1909, West Perth, 6872 Western Australia

Telephone: +61 8 616 31710Email: info@gocrisis.com

Website: www.gocrisis.com

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About GoCrisis