Day 1: Managing Messages and Stakeholders

Mapping Crisis Stakeholders

• Parties providing information for decisions
• Groups affected by decision outcomes
• Stakeholders with greatest influence
• Different information needs across stakeholders

Designing Crisis Messages

• Message explaining required decision direction
• Information supporting expected audience behavior
• Confirmed facts without unnecessary exaggeration
• Language reducing ambiguity and anxiety

Decision Making Under Pressure

• Decision criteria under time pressure
• Assumptions affecting quality of judgment
• Balancing speed with decision quality
• Alternatives suitable for rapid implementation

Day 2: Leadership Briefings and Escalation Decisions

Leadership Briefings During Crises

• Briefing focused on decision required
• Options and risks facing leadership
• Risks and assumptions needing attention
• Next actions owners and deadlines

Managing Escalation and Decision Points

• Information triggering upward decision escalation
• Decision authority by organizational level
• Escalation criteria as crisis develops
• Criteria for escalating leadership decisions

Improving Communication After Crises

• Communication impact on decision quality
• Changes reducing future decision hesitation
• Messages requiring redesign for clarity
• Channels requiring further capability improvement

• Retrospective decision review using information available at the time
• Decision scenario with incomplete and changing information
• Exercise separating facts from assumptions and maintaining a decision log
• Alternative comparison across speed risk and feasibility