Course curriculum

  • 1

    Welcome and Introduction

  • 2

    Module 1: Improving People Resource Area Capability

    • Review of the CCC Model

    • Introducing People Resources, Indicators and Levers

    • People Resource Indicators and Self-Assessment

    • People Resources: Critical Internal and External Groups, Roles and Responsibilities

    • Mod 1 Quiz

  • 3

    Module 2: Standing Phase People Capability

    • People Resource Standing Phase Indicators

    • Comms Lead Security Experience and C-Suite Support of CritSit Exercises

    • Customer Lead Crisis Experience and PESTLE Awareness; Legal Rep Empowerment

    • Designating Exec Sponsor; Take Charge IT Lead; Phone Tree Contact

    • Phone Tree Best Practice; PR Agency Support; Top Customer Outreach

    • Drills to Prepare the Front Line: Building Comms Staff Channel Expertise

    • Assessing Media Exposure; Building Investor/Influencer Relations; Fostering an Open Culture

    • Building Good "Word of Mouth" and Brand Recognition

    • Earning Favorable Analyst Reviews; Fostering a Customer-oriented Culture

    • Improving Customer Communications; Tracking Customer Experience Scores

    • Getting the Right Customer Channels/Contacts; Understanding Breach Declaration Obligations

    • Building Corporate Social Responsibility Program; Knowing Legal and Regulatory Responsibilities

    • Issues Management; Leadership Understanding Legal Obligations; Reducing Legal Liability

    • Data Handling; Global Jurisdictional Obligations; Conducting Tabletop Exercises

    • Functional Communications; Resourcing CritSit Preventative Measures

    • Addressing Org Changes; Follow Through; Agile Continual Improvement

    • Analyst Relations; Fixing Skills Gap; Addressing CritSit Execution Issues

    • Troubleshooting; Eliminating Accountability Gaps -- RACI Analysis

    • Premier Customer Channels; Getting the Right People for CritSit Exercises

    • Module 2 Quiz
  • 4

    Module 3: Response Phase People Capability

    • Response Phase People Resource Indicators

    • Designating Spokespeople; Identifying IT Spokesperson

    • Building Internal Trust Through Exec Comms; Developing Exec Media Skills

    • Empowering Legal in Response; Skills Building for Decision-makers

    • Making Quick, Decisive Decisions; Right People-Right Roles; Leadership Support

    • Building Trust with External Audiences; Positioned as Victim vs. Perpetrator

    • Message Alignment for Customers; Premier Customer Channel to Execs

    • Prioritizing Data Protection; Limiting Legal Liability in Response; Law Enforcement Relations

    • Situation Monitoring; Mobilizing Staff for Response; Fighting Complacency

    • Managing Unauthorized Employee Comments; Comms Role in Designating Spokespeople

    • Acting When Updates Are Ignored

    • Module 3 Quiz
  • 5

    Module 4: Aftermath Phase People Capability

    • Aftermath Phase People Resource Indicators; Designated Standing Team

    • Plan vs. Actual Performance Assessment; Right Aftermath Skills

    • Leadership Support of Postmortem; Maintaining Trust Through Aftermath

    • Strengthening Customer and Government Official Relationships in Aftermath

    • Module 4 Quiz
  • 6

    Module 5: Summary and Exam Preparation

    • Review, Exam Revision And Next Steps

    • Sample Exam 1 Question Booklet

    • Sample Exam 1 Answers And Rationale

    • People Resources Case Study Quiz

    • How To Purchase, Book and Take Your Exam