Training in a Crisis

We produced a crisis communications e-learning course for a customer last fall, and their approach was very interesting. According to their policy, in a crisis, every single communicator is responsible for managing communications in a crisis. If the usual responder isn't available, the nearest communicator is called into action. I love this approach, and I think it should be applied more often to core duties, especially in a large organization. The communicators I spoke to seemed proud to serve and willing to be called upon.

For any organization, employees should know what to do in a crisis. Whether it's a building fire, stolen property, website hack or some other unfortunate incident, there should be a policy and procedures document governing employee actions. Most of the time the organization stops there. The employee gets a copy of the document, maybe reads it, maybe understands it, then signs a piece of paper. Is this good enough, considering you may be asking that person to step into a very demanding role?

Use the policy document to serve as the basis for a crisis course. Depending on the size and complexity of the organization, there may be a whole curriculum covering communication, management, finding alternate worksites, first aid, conflict resolution, even self-defense. While many of these topics would benefit from a seminar or a simulation, they can all start with an e-learning course. That first course in the curriculum can give an overview of the subject, add in some vocabulary and procedures, and form a common basis of understanding among the employees. Add in some self-check questions and scenarios, and you've really got something. E-learning is always available, so include it with your onboarding materials for new employees, and be sure to announce course updates.

As follow-up, update the course when the policy document is updated. Oh, yeah, any risk management professional will tell you to review your emergency policies and procedures regularly, so schedule that.