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ST110 - NOK & Media Handling (for ER)

Overview

The very nature of human activity dictates that, regardless of precautions, emergencies can and will occur. However, through appropriate preparation - the response, the risk, loss, and damage resulting from such can be mitigated and often faced with challenging task of addressing the needs and concerns of two critical stakeholders i.e., next of kin (NOK) of those affected by the crisis, ambulance chasers and media, seeking front page news. Managing and handling them can greatly influence the outcome of the crisis, influencing the public perception, and the overall effectiveness of the response.  In this context, it is to show proof to the community, client and regulators that Company should be allowed and trusted to continue with their business and sustain their good reputation.

Duration

1 Day

Objective

  1. Understand Company Background and Regulatory Requirements:

    • Gain insights into the company's profile and comprehend the regulatory expectations that form the foundation of ERP responsibilities and ownership demonstration.

  2. Analyze Hierarchical Responsibilities and Company Communication Protocols:

    • Outline the hierarchical responsibilities in alignment with company directives, press-conference protocols, and provisions for the welfare of the Next of Kin (NOK) affected by the company’s Emergency Response (ER) Plan. Identify and address any existing gaps in the plan.

  3. Develop Crisis Navigation Skills for Business Continuity:

    • Acquire essential knowledge and skills necessary to effectively handle interconnected aspects during high-stress situations, ensuring seamless support for the company’s business continuity.

  4. Conduct Tabletop Exercises with Role-Play Scenarios:

    • Participate in tabletop exercises involving role-play scenarios to validate and verify comprehension of the skills required, fostering the ability to practically apply knowledge in real-life crisis situations.

Course Outline

1. Understanding the Role of NOK and Media in Emergencies:

  • Importance of effective communication with Next of Kin and the media in emergency response scenarios.

  • Ethical considerations and legal obligations in NOK and media interactions.

2. NOK Interaction Skills:

  • Developing empathy and active listening skills when communicating with grieving family members.

  • Providing emotional support and conveying difficult information with compassion.

  • Addressing cultural and emotional sensitivities in NOK interactions.

3. Media Engagement Strategies:

  • Media relations fundamentals, including message development and delivery techniques.

  • Conducting effective press briefings and interviews.

  • Managing difficult questions and crisis communication in the media spotlight.

4. Crisis Communication Planning:

  • Developing crisis communication plans tailored to different types of emergencies.

  • Creating communication protocols and escalation procedures.

  • Role-playing exercises to practice crisis communication scenarios.

5. Managing Social Media and Online Presence:

  • Monitoring and responding to social media platforms during emergencies.

  • Strategies for managing misinformation and rumors online.

  • Best practices for maintaining a professional online presence.

6. Post-Incident Support and Follow-up:

  • Providing ongoing support to NOK after the initial crisis period.

  • Conducting debriefing sessions for ER staff involved in challenging incidents.

  • Analyzing incidents to identify areas of improvement in NOK and media handling.

7. Simulated Drills and Practical Exercises:

  • Simulated emergency scenarios to practice NOK and media interactions in a controlled environment.

  • Feedback sessions to enhance participant skills based on practical exercises.

8. Legal and Ethical Considerations:

  • Understanding legal obligations related to privacy, confidentiality, and sensitive information disclosure.

  • Ensuring compliance with regulations while managing NOK and media communications.

9. Crisis Intervention Techniques:

  • Introduction to crisis intervention strategies for emotional support in high-stress situations.

  • Identifying signs of distress and trauma in both NOK and ER staff.

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