The telecommunications industry is relied upon by small and large businesses, government entities, educational institutions and the general public to supply the vital networks and backbones that power electronic communication over the Internet. When a network goes down, hundreds of millions of dollars in lost business and interrupted services can cause a serious crisis. Companies like E*Trade rely on strong and redundant networks to power their ability to provide on-line trading to their clients. Service providers like Monster.com depend on the reliability of their network provider to ensure that their job-seeking clients will have access to job postings and other career services. The list goes on and on. The far-reaching effects of a telecommunications crisis can be devastating. When telecommunications companies carry the load of such a great deal of network traffic, a plan must be in place for that one time when five 9s network reliability unexpectedly fails. Our Telecommunications Crisis Media Training workshop is a highly participatory, two-day training program designed to provide telecommunications professionals with powerful communication and crisis media skills and the ability to manage any interaction with the media.
The Telecommunication Crisis Media Training workshop focuses on the particular needs of the telecommunications industry and those rare times when five 9s reliability fails. This training class empowering professionals involved in managing relations with the media during a crisis. Public relations professionals, company spokesmen, network operations center (NOC) professionals and other involved parties will benefit from training tools and proven concepts to effectively communicate with members of the media during a network failure or other telecommunications crisis. These important skills can also be utilized during times when regular press conferences and media statements unrelated to a crisis need to be delivered by a telecommunications provider. Simulated press conferences, presentations, question and answer sessions and other practice sessions are utilized to put new skills to use and provide telecommunications professionals with crisis media skill practice. Personal coaching sessions provide individual feedback from a training instructor. Telecommunications issues and crisis media messages that must be communicated during a crisis are also discussed. Training modules, application exercises, discussion sessions and other activities reinforce the learning process in this crisis media workshop.
Telecommunications Crisis Media Training program participants will learn to:
- Focus on the issues faced during a telecommunications crisis
- Handle the emotions of angry crowds, corporate clients and hostile media
- Interact rationally with the media during a crisis
- Enhance image and credibility when discussing a telecommunications crisis
- Eliminate distracting mannerisms that make take away from a message
- Determine media attitudes, needs and positions
- Deal with anxiety during a high pressure crisis situation
- Use visual aids and other media to reinforce a message
- Conduct face-to-face media interviews during a network failure or crisis
- Satisfy the media’s needs during a telecommunications crisis
- Present accurate information and realistic timeframes for a resumption of service
- Plan and structure a crisis media presentation
- Appear knowledgeable and calm under the pressure that results from a crisis
- Build a statement for use when working with the media
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