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BC-006

Media Management in Crisis Communications

Intensive 5-day course · English, Arabic & European languages

Communication professionals responsible for crisis messages study media handling across five days. Delegates develop plans and response roles, prepare messages for different audiences and consider traditional and digital channels. The programme covers empathy, ethical decisions and misinformation, with case studies and measurement methods for reviewing outcomes and communicating results to stakeholders.

Classroom

Public courses in our cities

  • 19–23 Oct 2026Rome£3,400 + VAT
  • 19–23 Oct 2026Doha£4,200 + VAT
  • 2–6 Nov 2026Kuala Lumpur£1,800 + VAT
  • 16–20 Nov 2026Abu Dhabi£4,200 + VAT
  • 7–11 Dec 2026Jeddah£4,200 + VAT
  • 21–25 Dec 2026Barcelona£3,080 + VAT
Show 24 more dates
  • 4–8 Jan 2027Abu Dhabi£4,200 + VAT
  • 18–22 Jan 2027Barcelona£3,080 + VAT
  • 1–5 Feb 2027Cairo£2,280 + VAT
  • 15–19 Feb 2027Frankfurt£2,600 + VAT
  • 1–5 Mar 2027Jeddah£4,200 + VAT
  • 15–19 Mar 2027Rome£3,400 + VAT
  • 5–9 Apr 2027Kuala Lumpur£1,800 + VAT
  • 19–23 Apr 2027Singapore£4,200 + VAT
  • 3–7 May 2027Muscat£3,080 + VAT
  • 17–21 May 2027Barcelona£3,080 + VAT
  • 7–11 Jun 2027Casablanca£2,280 + VAT
  • 21–25 Jun 2027Barcelona£3,080 + VAT
  • 5–9 Jul 2027Manama£3,080 + VAT
  • 19–23 Jul 2027Frankfurt£2,600 + VAT
  • 2–6 Aug 2027Amman£3,400 + VAT
  • 16–20 Aug 2027Rome£3,400 + VAT
  • 6–10 Sep 2027Kuala Lumpur£1,800 + VAT
  • 20–24 Sep 2027Madrid£3,400 + VAT
  • 4–8 Oct 2027Berlin£3,400 + VAT
  • 18–22 Oct 2027Barcelona£3,080 + VAT
  • 1–5 Nov 2027Milan£3,400 + VAT
  • 15–19 Nov 2027Barcelona£3,080 + VAT
  • 6–10 Dec 2027Malaga£3,080 + VAT
  • 20–24 Dec 2027Frankfurt£2,600 + VAT

Group discount: 2 delegates 20% · 3 delegates 35% · 5 or more delegates 50%

Can't make these dates? We can run this course for your team on dates that suit you. Ask for custom dates · In-house options

Online (live)

With a trainer, on dates to suit your team

This course can be taught live online by a trainer, in English, Arabic or any European language, for one person or a whole team.

£1,850 + VAT

Group discount: 2 delegates 20% · 3 delegates 35% · 5 or more delegates 50%

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Media Management in Crisis Communications

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Course overview

Product recalls, executive scandals, cyberattacks and natural disasters can expose organisations to intense scrutiny. Delayed or inconsistent messages, unprepared spokespeople and poorly managed social media can weaken trust and make reputation repair harder. The programme examines communication protocols and frameworks for responding to these pressures before, during and after a crisis, including live press interactions, recovery messages and the management of public perceptions.

The intended roles include public relations and media professionals, crisis and risk officers, corporate communications and branding teams, government spokespersons and public affairs officers, executives and decision makers, digital and social media specialists, and NGO, nonprofit and humanitarian leaders. Messages need preparation. Delegates consider accuracy and timeliness alongside institutional values, empathy, emotional intelligence and internal cohesion.

Planning covers Crisis Communication Plans (CCPs), Crisis Management Plans (CMP) and Crisis Management Teams (CMT), with defined responsibilities for spokespeople. Media work examines narratives and misinformation alongside ethical behaviour, credibility and trust. A case labelled the 2018 United Airlines Passenger Removal Incident accompanies a social-media case analysis. The closing sessions use Key Performance Indicators (KPIs), feedback tools and media impact analysis to review outputs, impact and outcomes and inform future responses transparently.

Course objectives

By the end of the course, delegates will be able to:

  1. Classify crises, explain their dynamics and assess implications for organisational reputation
  2. Develop CCPs, response teams and responsibilities including spokesperson roles
  3. Manage communication across preparation, initial response, evaluation and recovery
  4. Prepare clear, credible messages for different audiences and media channels aligned with ethical standards and corporate values
  5. Use traditional and digital media, including real-time social media, to manage narratives and misinformation and preserve trust
  6. Apply empathy, emotional intelligence and ethical decisions to support internal cohesion and external credibility
  7. Evaluate outcomes with KPIs, feedback tools and media impact analysis to improve responses and maintain stakeholder transparency

Training methodology

  • A case study examines the 2018 United Airlines Passenger Removal Incident.
  • A further case study analyses the role and use of social media in crisis communication.

Daily agenda

  1. Day 1

    Crisis development and communication principles

    • Defining crises and crisis communication
    • How crises evolve
    • Crisis types and their characteristics
    • Media relationships during crises
    • Principles governing crisis communication
    • Setting clear objectives
    • Prompt responses and responsibility
    • Understanding and profiling audiences
    • Team and stakeholder coordination
    • Monitoring and adjusting strategies continuously
  2. Day 2

    Preparation, response and follow-up

    • Activities before a crisis
    • Preparing a Crisis Management Plan (CMP)
    • Building a Crisis Management Team (CMT)
    • Spokesperson responsibilities during crises
    • Activities during the crisis event
    • The initial response
    • Repairing reputation
    • Activities after a crisis
    • Identifying lessons learned
    • Follow-up communication
    • Case study: the 2018 United Airlines Passenger Removal Incident
  3. Day 3

    Traditional and social media in crisis response

    • Media's role in crisis communication
    • Ways media can support crisis response
    • Methods of communicating on social media during crises
    • Benefits and challenges of social media
    • Practices for using social media in crisis communication
    • Case analysis of social media's use and role during a crisis
  4. Day 4

    Managing crisis messages and ethical decisions

    • Standards and protocols for crisis communication management
    • Supporting victims and applying empathy
    • Building trust and credibility
    • Responsible behaviour under crisis pressure
    • Ethical issues in crisis communication
    • Analysing responses and documenting lessons
  5. Day 5

    Measurement, results and stakeholder reporting

    • Reasons for measuring crisis communication responses
    • Key Performance Indicators (KPIs) for crisis communication
    • Main elements of communication measurement
    • Measuring outputs
    • Measuring impact
    • Measuring outcomes
    • Measurement tools and techniques
    • Communicating results to stakeholders
    • Practices and lessons learned

Certificate

Every delegate who completes the course receives an ARUK Training Certificate of Attendance.

Frequently asked questions

How do I register?

Choose a date and city in the schedule and press Register, or send us an enquiry. Our team confirms your place and sends an invoice.

Are fees shown with VAT?

Fees are shown per delegate and exclude VAT, which is added to the invoice where applicable.

Can this course be delivered for our team only?

Yes. Any ARUK course can be delivered in-house at your premises, in a meeting room we book for you, or 1-to-1.

Is this course available online?

Yes. We run it live online with a trainer, on dates that suit your team, for £1,850 + VAT per delegate.

Is there a group discount?

Yes. 20% for 2 delegates, 35% for 3 delegates and 50% for 5 or more delegates on the same course.

Can the course be delivered in Arabic or another language?

Yes. Our courses can be delivered in English, Arabic or any European language, by a trainer who teaches in that language. Mention your preferred language when you register or enquire.

What certificate will I receive?

An ARUK Training Certificate of Attendance.

Related courses

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Media Management in Crisis Communications

Key booking terms (read before you register)
  • The full fee is paid in advance, before the course starts.
  • Cancel in writing 30 or more days before the start date (45 for in-house) for a refund. Later than that, the full fee is payable.
  • No refund for non-attendance or partial attendance.
  • Places are for the named delegate only; another person cannot attend instead.
  • Moving to another date or city is only possible if ARUK agrees in writing.
  • Travel, accommodation and visas are your responsibility. A refused visa does not change the cancellation terms.

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Media Management in Crisis Communications