Key Points
  • Step-by-step guide on how to plan and manage a crisis communications response
  • Reviewing best practice in communications in the aftermath of an emergency or terrorist attack
  • Understanding what the media are looking for and the changing news environment
  • Navigating the challenges of social media and how to provide an integrated response
  • How to prepare your team for a crisis and prepare spokespeople for media interviews
  • Learn from real life experiences from a range of high-profile incidents
  • Click Here to Secure your Place

Led by the massive growth in the use of social media, public scrutiny of organisations and their actions, particularly in dealing with an incident or emergency, has never been greater.

An incident can occur at any time and can take many forms – a cyber breach, a terrorist attack, or even a poorly worded tweet. If handled badly, it can rapidly escalate and devastate an organisation’s reputation: if managed well, it can strengthen relationships and trust.

Workshop leader Victoria Bacon, until recently, led the travel industry’s communications response on a range of major incidents and crises including terrorist attacks on UK tourists and travel company failures. She has regularly featured as a broadcast spokesperson, including on BBC Breakfast, ITV News, BBC R4 Today programme and Panorama. Victoria will provide expert, up-to-date advice on crisis communications handling.

Our half-day workshop will look at a range of different scenarios, drawing on experience from a range of real-life high-profile incidents. It will provide practical insights on how to prepare for, and respond to, a crisis from a communications perspective.

You will learn how to identify an incident and rapidly escalate and manage a response; what the media are looking for and how to manage them; how to manage social media to your advantage; and must haves and ‘watch outs’ in preparing your spokespeople for interview.

From our live studio, Victoria will interview 2 communications leaders to draw on their real-life experience from a range of high-profile incidents. Hear from Rachel O'Reilly, Director Of Communications at Kuoni who will discuss how to communicate to customers, at home and abroad, when a crisis hits the travel industry. Hannah Fletcher, Group Head of News, Department for Environment, Food and Rural Affairs will share practical insights on how they have responded to flooding.

Attendees will gain actionable insights and guidance in planning for and responding to a crisis. Our workshop will:

  • Define what constitutes a crisis and outline steps to take to prepare your team to respond
  • Set out a step-by-step approach to best practice in crisis communications response, using real-life examples
  • Provide guidance on managing social media and using it to support your crisis handling
  • Teach you how to integrate comms into your social media
  • Provide expert advice on interview-handling, and preparing spokespeople for media interviews, including pitfalls to avoid

Feedback from delegates at previous workshops:

‘Great event - the information given was ideal for professionals who have limited knowledge on crisis comms and how to handle the media.’

'Insightful and informative, really well delivered by Victoria.’

'Thought provoking and useful. Practical advice and guidance which will be helpful going forward.’

‘Really informative - excellent presentation from someone with very good knowledge/experience.’

‘Useful, well presented with sensible breaks. Format supportive of subject with regular interactive polls and question opportunities at suitable points which enabled focus and attention.’

‘Good event - very much liked Victoria and the way she delivered the content for the session.’


08:55 - 09:00
Workshop Leader’s Introduction


09:00 - 09:40
Preparing for Crisis

  • What is a crisis? How to identify the difference between incidents and crises
  • Preparing your team to manage a crisis, identifying roles, preparing messages, getting to know the media 
  • Making the most of your resources, in-house or agency?, social media monitoring and management
  09:30 – 09:40    Questions and Discussion

09:40 - 09:45
Mini Break


09:45 - 10:45
Crisis Response

  • How a crisis unfolds: how it is triggered and how it escalates
  • What the media are looking for and what you need to do to manage them effectively
  • Implementing your plan, turning preparation into action under intense pressure

Victoria will interview two high profile case studies, Kuoni's communication to customers 
at home and abroad in times of crisis and DEFRA's responses to flooding incidents

  10.30 – 10.45 Questions and Discussion


Rachel O'Reilly Director of Communications, Kuoni

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Hannah Fletcher Group Head of News, Department for Environment, Food and Rural Affairs

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10:45 - 11:00
Refreshment Break


11:00 - 11:40
Managing Social Media

  • The changing news environment, the latest insights on how your stakeholders are consuming news and the rise of user generated content
  • The challenges of social media, and the pressure on team resources
  • Take back control! Practical tips on how to use social media to your advantage
  11:30 - 11:40  Questions and Discussion

11:40 - 11:45
Mini Break


11:45 - 12:35
Preparing your Spokespeople for Interviews

  • Identifying and preparing the right person for the job, key message preparation and asking the right questions before the interview starts
  • Interview management and control, focusing on different formats and interview types: radio or TV?; regional or national?
  • Top tips and common pitfalls
  12:25 - 12:35 Questions and Discussion

12:35 - 12:40
Workshop Leader's Closing Remarks




Victoria Bacon Independent Consultant specialising in Reputation Management, Business and Brand Strategy

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Hannah Fletcher Group Head of News, Department for Environment, Food and Rural Affairs

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Rachel O'Reilly Director of Communications, Kuoni

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Venue details

Online Event Broadcast Live

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