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Crisis Communications and Media Response for Airport and Station Managers (Classroom, 2 days)



Are your local staff and representatives prepared to speak to the media at a time of crisis?

Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention.

Available as: Classroom & In-Company workshop
Duration: 2 days (16 hours)
Recommended level: Professional and Management
Prerequisites: Clear understanding of emergency response and airline business

What you will learn

Upon completing this course you will be able to:

  • Recognize common media pressure points and the implications these have on a response
  • Present information without room for misinterpretation
  • Take control during interviews and develop key messages
  • Select the right spokesperson in a crisis situation
  • Protect your company’s image and brand when handling a crisis situation

Course content

  • Emergency Response Planning key factors
  • Stakeholder objectives during a crisis
  • Informal press briefings
  • Social media management and response
  • How to say “no” to an interview and during an interview
  • Practical guidelines for interaction with the media

Practical exercise:

All participants conduct an on-camera interview to practicerecorded and ‟live‟ press briefings skills. A performance evaluation is provided at the end of the course with mention to strengths and areas for improvement.

Download full outline (pdf)

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

A confidential evaluation of individual crisis response skills is available upon request at the end of the course.

Who should attend

This course is recommended for:

  • Airline Station Managers and Country Managers
  • Ground Handling Managers and Supervisors
  • Airport Authorities


Additional information

© International Air Transport Association (IATA) 2014. All rights reserved.