Crisis Communications and Media Response for Airport and Station Managers (classroom)

CLASSROOM

Did you know that in the past 3 years, 89 participants from 18 countries have taken this course with IATA?

About the course

2-day (16 hours) classroom course

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.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TAPP-39

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Student performance will be based on an assessment.

Prerequisites

• You should have a clear understanding of emergency response and airline business.
• Recommended level is Intermediate and Advanced.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to login to your Training Account.
• Register early and save up to 20% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

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 and taking control of the communication situation
• 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

The key topics that are covered during this course include:

• Understanding the current media landscape
• Crisis versus Emergency
• Stakeholder objectives and cooperation during a crisis
• Crisis communications complication factors
• Gathering creditable sources of information
• Designing and implementing an airport crisis communication plan
• Social media management and response
• Practicing live interviews and ways to avoid unprepared interviews and media ‘ambush’
• Practical guidelines for interaction with the media
• Good and Bad examples of Corporate Communication

Activities

• Role-play with an on-camera interview to practice recorded and ‘’live’’ press briefings
• Performance evaluation with mention to strengths and areas for improvement

Who should attend

This course is recommended for:

• Airline station managers
• Ground handling managers and supervisors
• Airport authorities

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.