Archive: crisis response

The skills of modern media relations

3 December 2019 by Steph Gray

The popular picture of crisis communication is maybe a high-stakes press conference, or the chief executive being grilled by a well-known broadcast journalist or politician. We imagine brand reputations living or dying by how well leaders can demonstrate empathy on camera; or how adroitly the press conference can be stage-managed.…

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Faciliated training session

Preparing for a crisis response

4 September 2019 by Kara Jobmann

National Preparedness Month takes place every September in the US. It’s an opportunity for emergency responders and government organisations to encourage their audiences to be prepared for any kind of emergency. There’s always plenty of useful tips shared. But if you are responsible for communicating such advice, how do you…

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The refugee crisis and social media

19 June 2019 by Kara Jobmann

  As political unrest rises, the number of displaced peoples and refugees are reaching record highs. The UN Refugee Agency estimates there are 68.5 million people who have been forcibly displaced from home countries. Of that number, 40 million people are internally displaced, 25.4 million are refugees and 3.1 million…

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Trust your employees during a crisis (part 2)

18 March 2019 by Kara Jobmann

The Takata airbag recall is one of the largest and most widespread manufacturers recalls to date. Almost 40 million cars were affected by faulty airbag inflators, with almost 50 million inflators having to be replaced. 21 major car companies were affected by this recall and had to issue massive recalls.…

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Road sign with Trust sticker

Trust your employees during a crisis

12 March 2019 by Kara Jobmann

A crisis can begin with one disregarded email from a low-level manufacturing employee and it can be significantly exasperated by a company’s lack of existing infrastructure for internal communications; especially if there’s a disconnect between management and lower-level employees. Poor internal communications can cause a larger degradation of communications which,…

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Woman reading newspaper with headline: fake news

Fake news, real crisis

7 January 2019 by Howard Gossington

Our awareness of it may be higher, but there’s little sign of fake news losing its disruptive power. Is your organization prepared to deal with a fake news storm?

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A is for Authenticity

27 November 2018 by Steph Gray

Before fake news, there was spin, and before that, there was ‘PR’. The bottom line is, why should anyone believe you, especially when you’re trying to dig your way out of trouble? That’s a theme which came out in an exercise I’ve just wrapped up here in South Africa, which…

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#MeToo – the hashtag outing sexual harassment in corporate America

19 July 2018 by Chris Malpass

As sexual harassment scandals continue to engulf corporate America, how should your organisation be preparing?  It’s unsurprising that we’re being asked by leaders from some of the world’s largest companies to help them run their teams through training workshops and simulations based on the #MeToo scenario impacting their business. As shown…

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Hackney Council deny size of rat

Good customer service is no laughing matter

26 June 2018 by Tim Lloyd

When we deliver customer service training for clients, there’s usually a section labelled ‘use of humour’ or something similar. It’s the bit where we discuss the risks and opportunities of using a bit of banter or cracking a joke on social media channels. There are a few time-honoured examples where…

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