From Prevention to Recovery – Effective Crisis Management International Crisis Communication Conference
Including Situation Room by Kekst CNC & Crisis Simulation by CS&A International
2 different Crisis Simulations 4 Workshops & 4 Case Studies Including sessions on greenbashing, the dark web and cyber security
Keynote by NATO spokesperson Oana Lungescu Panel Discussion on Internal Crisis Communication and Employee Engagement
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February 21/22, 2019 Berlin
Crisis? What Crisis? Those were the words written on a poster I used to hang up in every corporate office I worked. It was my constant reminder that you can never prepare for each potential crisis, which might pop up. However, in a world where our stakeholders – rightly – focus on transparency, honesty, and trust, it is our duty as communicators to prepare as best as we can.
Welcome to
7 the 7th International Crisis Communication Conference hosted by Quadriga University
Crisis communication has completely changed over the past years. Where before we had the “golden hour”, we now have a couple of minutes. New risks show up on the map; privacy, data security, activism and many more. And after more than 10 years, it is still difficult for many to grasp the impact of digital communications on the news cycle. The latest Crisis Management Special Report from PR News, states that “ineffective communications contribute to more business failures than any other cause.” How is that for a wake-up call? The 7th International Crisis Communication Conference will shed light on highly relevant crisis communication topics via a wellbalanced mix of keynotes, interactive sessions and workshops given by experienced crisis communication practitioners.
On the first conference day, we will take a look at external organizational threats, discussing current challenges, for example greenbashing. We’ll also explore unknown waters like the Dark Web and we’ll take a step to the other side, examining the viewpoint of the journalist in crisis communication. Personally, I am very happy to see we also cover our most important audience during a crisis: our own employees. Sessions on Internal Crisis Communication are awaiting you on our second conference day. We will also put you to work. All Attendees will be able to take part in two live crisis simulations and get hands-on experience during several workshops. These two days are completely tailored to those who are responsible for the reputation of their organisation. Don’t miss it. As we all know, we’re not preparing for “if” something happens, but for “when” it does. See you in Berlin!
Yours, Philippe Borremans Public Relations Consultant & Certified Trainer The PR Training Company Conference Moderator
Programme Day 1
16.00—16.30
Registration
Sum-up of the workshops by the workshop leaders
08.45—09.00
Introduction by the moderator
16.30—17.00
Philippe Borremans, The PR Training Company
The external perspective: Threats from the outside
The media perspective: Exploring unknown waters
09.00—09.45
17.00—17.30
Keynote Managing situational crises and reputational risks at NATO Oana Lungescu, Spokesperson, NATO
09.45—10.15
10.15—10.45
Interview Crisis communication from the viewpoint of the journalist Sönke Iwersen, Head of Investigative Research, Handelsblatt & Niels Sandøe, Journalist, Jyllands-Poten
Insight TBA
17.30—18.00
Nicole Pizzuti, Spokesperson, KEOLIS Deutschland
++ The Situation Room (90 min) ++
Break
Insight Greenbashing – “Who’s the force for good?”
Closing Keynote The Dark Web is where your next crisis will come from Falk Rehkopf, Chief Marketing Officer, Ubermetrics Technologies
Merlin Koene, Partner, fischerAppelt, advisors
18.00—19.30
Dinner & Networking Time
10.45—11.15
Break
19.30
End of Day One
11.15—11.45
Case Study The Genoa bridge collapse: when populism adds to a crisis Luciano Luffarelli, Head Of External Communication & Government Affairs, Piaggio Aerospaece
11.45—12.15
Case Study The Darkest Hours Amanda Coleman, Head of Corporate Communication, Greater Manchester Police
Case Study Getting the balance right: brand, industry and customer
Case Study How Preparedness contributes to response in an online crisis
James Puxty, Head of Incident Communications, Nationwide Building Society
Carole Berthelot, Corporate Crisis Communication Manager, Solvay
Parallel on Day 1: Kekst CNC Situation Room 3 times a day, 90 minutes Alwin Binder, Director, Kekst CNC
1. 11.00–12.30 2. 13.15–14.45 3 16.00–17.30
Programme Day 2
The Situation Room
February 22, 2019
08.00—08.45
Registration
08.45—09.00
Introduction by the moderator Philippe Borremans, The PR Training Company
12.15—13.15
Lunch
The internal perspective: Tackling challenges from within
Practical Input: Managing the crisis
++ The Situation Room (90 min) ++
13.15—14.30
Workshop Preparation is Key: Challenges in International Crisis Prevention and Preparation
Workshop How to put together your crisis team Torsten Rössing, CEO, Ewald& Rössing
Volker Pulskamp, Head of Corporate Communications and Crisis Lead Germany, FleishmanHillard Germany
14.30—14.45
Break
14.45—16.00
Workshop Preparation is Key: Challenges in International Crisis Prevention and Preparation Volker Pulskamp, Head of Corporate Communications and Crisis Lead Germany, FleishmanHillard Germany
Workshop Preparing for a crisis: Get ready to think human, act human and speak human.
09.00—09.30
Denis Fischbacher-Smith, Research Chair in Risk and Resilience, University of Glasgow
09.30—10.15
Rod Cartwright, Regional Director EMEA, Text100 & Toby Conlon, Head of Corporate Communications, Text100
Torsten Rössing, CEO, Ewald & Rössing
Workshop Preparing for a crisis: Get ready to think human, act human and speak human. Rod Cartwright, Regional Director EMEA, Text100 & Toby Conlon, Head of Corporate Communications, Text100
Panel Discussion Internal crisis communication and employee engagement Alessandra Mazzei, Director of Centre for Employee Relations and Communication, IULM University & Ana Clara Martines, Corporate Communication Director, CSR and Ethics, L’Oréal Portugal & Alberto Andreu Pinillos, Associate Professor at School of Economics & Business Administration, Universidad de Navarra
10.15—11.15 Workshop Crisis Communication Strategies
Keynote Human factor aspects of insider threats and cyber security
Brunch
Practical Input: Managing the crisis 11.15—14.45
Crisis Simulation by CS&A International Set the Course, Hold the Course and Sail through the Storm Dirk Lenaerts, Senior Partner; Koen Peeters, Senior Consultant; Caroline Sapriel, Managing Partner
14.45—15.00
Sum-up by the moderator Philippe Borremans, The PR Training Company
15.00
End of Day Two
++ The Situation Room (90 min) ++
08.00—08.45
February 21, 2019
The External Perspective: Threats from the outside
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Thursday February 21, 2019
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Keynote Oana Lungescu, Spokesperson, NATO
Insight
Managing crises and reputational risks at NATO
Merlin Koene, Partner, fischerAppelt, advisors
Greenbashing – “Who’s the force for good?”
Palmoil, diesel, glyphosate. Most crises today are based on environmental issues. Understanding NGOs, media, politics and consumers is key to finding a way out. Having a purpose and strong allies is essential to change from crisis management to crisis leadership and to generate sustainable, longterm growth. Through this, issues can become an opportunity … and maybe even a force for good?
Speed, credibility and a proactive approach are key to communications for any international organisation. NATO deals with unpredictability every day, whether in missions, operations and exercises, in its relations with Russia, or even in the preparation and conduct of alliance leaders’ summits, such as the Brussels one last July. In this session, NATO Spokesperson Oana Lungescu gives an insight into managing crises and reputational risks in a transatlantic organisation which is a constant focus of public interest.
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Thursday February 21, 2019
Case Study Amanda Coleman, Head of Corporate Communication, Greater Manchester Police
The Darkest Hours
On May 22nd, 2017, 22 people were killed and hundreds injured in a terrorist attack at a pop concert in Manchester, England. The session will consider how to develop a communication response quickly to explain a complex situation. It will also look at developing a consistent and coordinated communication approach that has people at the centre and public sector agencies working together.
Case Study Luciano Luffarelli, Head of External Communication and Government Affairs, Piaggio Aerospace
The Genoa bridge collapse: when populism adds to a crisis
Case Study James Puxty, Head of Incident Communications, Nationwide Building Society
Getting the balance right: brand, industry and customer
On June 1st, 2018, Nationwide was one of many companies across Europe to be affected by an IT fault at VISA which left cardholders unable to transact. How do you maintain the trust of 15.5 million customers when one of your partners suffers from an IT incident? Should protecting one’s reputation be at the expense of another? This session looks at the strategy that was developed to meet this challenge and the considerations and priorities that needed to be worked through.
On August 18th, 2018, the Morandi bridge in Genoa partially collapsed, killing 43 people. The managing company, ASPI, was blamed for a serious lack of maintenance. In this session the company’s reaction to the crisis is analysed, also showing how the populist Government and social media served as main amplifiers of negative reactions towards not only the listed parent company, Atlantia, but also the latter’s majority shareholder, the Benetton Family.
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Have you ever experienced how it truly feels to be in the eye of a storm? When your company’s reputation is suddenly at stake? When multiple stakeholders are all chasing you at the same time to get some answers? When a full-on crisis unfolds in real-time in front of your eyes?
Hosted by Kekst CNC
Buckle up then, because this is your chance to practice your skills in this live, fully interactive and digitally-driven unique crisis simulation training!
Alwin Binder, Director, Kekst CNC Kekst CNC is a global strategic communications consultancy. We help global business and institutional leaders to develop and execute the integrated communications strategies necessary to maintain the confidence of stakeholders in an era of accelerated change. The firm currently has 250 professionals in 12 offices across the U.S., Europe, the Middle East, and Asia. Kekst CNC is part of the worldwide Publicis Group.
The Situation Room Repeated 3 times during Day 1.
Your role
Your dashboard
Your response
Your experience
During the live training, you will work as the communications department of a major European brand. Each participant fulfils an individual role from Head of Comms and External or Internal Comms to Media Relations and Social Media.
Each participant will have a laptop and a phone. The crisis unfolds on a PC hosted dashboard which allows you to create and share documents, make phone calls, send emails, and follow the latest coverage and engage in social media conversations – all in real-time!
You will be able to fully respond and interact with different stakeholders including journalists, customers, authorities, investors and your online audiences. A team of six consultants manages the crisis from a second room, reacting live to every move you make.
Having completed the Situation Room you will have gone through a fast-paced, realistic crisis, armed with lots of firsthand practical experience. Join our exclusive, small sessions for a unique live simulation exercise you won’t forget!
The Media Perspective: Exploring unknown waters
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Thursday February 21, 2019
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Keynote Falk Rehkopf, Chief Marketing Officer, Ubermetrics Technologies
Interview Crisis Communication from the viewpoint of the journalist
SĂśnke Iwersen, Head of Investigative Research, Handelsblatt
Niels Sandøe, Journalist, Jyllands-Poten
Journalists have an important gatekeeper function within the communication about corporate scandals, as they control the framing and what is being followed up on in a corporate crisis. Therefore Crisis Communication Managers need to work together closely with them in case of a crisis. In this interview award-winning journalists, experienced in reporting about corporate crises, will speak about their viewpoint of crisis communication.
The Dark Web is where your next crisis will come from Today, data is easily created and shared through ever-increasing levels of interconnectivity. The combination of Dark PR, Cybercrime and the Dark Web forms a new dangerous mix. Communication teams need to be prepared for crises, triggered for example by an illegal sale of critical IP, a breach of sensitive data, whistleblowers taking action or a full-blown digital attack. Therefore, crisis prevention and management require a new approach and thinking in terms of technology, tools, communication planning and execution.
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Crisis Simulation
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The growing challenges of today’s hyper connected and politically-charged world, compounded by a 24/7 news and social media frenzy, are generating crises characterised by a level of complexity previously unseen. In this context, steering through the maze of multiple stakeholders becomes a priority for any organisation wanting to prevent a reputation melt-down. Stakeholder mapping and worst-case scenario planning have become
the essential tools of managing crises in the 21st century. Join CS&A International for a dynamic session, which will arm you with strategies for fast track stakeholder mapping, proactive scenario planning while practicing media and social media communication via a realistic custom-designed scenario played out on CS&A’s online media simulation platform.
Set the Course, Hold the Course and Sail Through the Storm Learn from crisis management experts in a safe environment
Practice crisis communication and stakeholder management
Learn about best practices and gain knowledge in crisis management
Practice crisis leadership competencies
Hosted by CS&A International
Koen Peeters, Senior Consultant
Caroline Sapriel, Managing Partner
Dirk Lenaerts, Senior Partner
CS&A is an international risk, crisis and business continuity management firm specializing in crisis anticipation, detection, prevention and mitigation. CS&A is devoted to the mission of helping its multinational clients continuously enhance their crisis resilience by delivering customized best practice solutions and services. Founded in Hong Kong 28 years ago, CS&A operates globally from key geographic locations in Europe, Asia and North America.
The Internal Perspective: Tackling challenges from within Panel Discussion Internal crisis communication and employee engagement
Alessandra Mazzei, Director of Centre for Employee Relations and Communication, IULM University
Ana Clara Martines, Corporate Communication Director, CSR and Ethics, L’Oréal Portugal
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Friday February 22, 2019
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Keynote Denis Fischbacher-Smith, Research Chair in Risk and Resilience, University of Glasgow
Human factor aspects of insider threats and cyber security The Novichok incident, lone actor terrorism, disinformation campaigns relating to Brexit and the WannaCry ransomware attack have all illustrated the potential for external threat actors to cause considerable harm to organisations. Yet potential harm might also be caused by a ‘trusted’ insider. These insider threats sit behind the externally-focussed corporate firewall and have, by virtue of employment, bypassed several layers of defences. This keynote considers the ways in which internal threat actors can circumvent organisational defences and how the management of this vulnerability falls between the different functional areas of security, HRM, IT, and general management.
Alberto Andreu Pinillos, Associate Professor at School of Economics & Business Administration, Universidad de Navarra
On the one hand, with debates and issues like #MeToo and the Gender Pay Gap there are more and more topics that internal communications departments have to monitor closely in order to prevent a crisis. On the other hand internal stakeholders also have a pivotal role during externally caused crises. Companies can foster the engagement of their employees as a strategy to obtain their support during a crisis or to avoid misconduct of their own employee that could generate a crisis. In this session the panellists discuss the role of internal crisis communication and in what way companies can engage with their employees before, during, and after a crisis.
Workshops
Thursday 21 February 2019
10
Crisis Response Torsten Rössing, CEO, Ewald & Rössing
Crisis Communication Strategies Interactive Sessions
Crisis Preparation Rod Cartwright, Regional Director EMEA, Text100 & Toby Conlon, Head of Corporate Communications, Text100
Preparing for a crisis: get ready to think human, act human and speak human
Crisis Prevention & Preparation Volker Pulskamp, Head of Corporate Communications and Crisis Lead Germany, FleishmanHillard Germany Are you a victim, is it an accident or are you responsible? Stakeholders form their opinion on your enterprise – and their perception is all that matters. Should you deny, mitigate, shift or accept the blame? The correct choice of strategy lays the foundation for a successful rebuilding of your reputation after the crisis. This workshop dives into the framework of situational crisis communication strategies to give guidance in unprecedented situations.
Preparation is Key: Challenges in International Crisis Prevention and Preparation
Crisis Response Torsten Rössing, CEO, Ewald & Rössing Process and technology are critical to effective crisis preparedness, response and recovery. But unless you hardwire in a focus on human needs, values and beliefs, you increase the risk of making a drama out of a crisis. With a focus on operationalizing empathy, we’ll explore an approach to preparation that means you can think human, act human and speak human when a crisis strikes.
How to put together your crisis team
The situation room is a mystical place. Too much information to process, decisions that matter for years to come and a plethora of tasks nobody is used to. This workshop explores the necessary structure, suitable roles and vital tasks. We explore how military, secret agencies and complex ogranisations have adapted to different types of crisis and what you can take home to your enterprise.
What are the challenges in international crisis prevention and preparation? What are the experiences in international crisis work? The A.R.C. methodology by FleishmanHillard showcases a global approach and solutions for professional crisis communications. From crisis playbooks to crisis simulations, from crisis apps to web-based trainings and social monitoring – preparation, processes and training are key to survive the storm of a real crisis. Gain practical experience and hear about key insights of crisis preparation and prevention in this workshop.
Service
What’s in for you?
Location
Quadriga Forum Werderscher Markt 15 10117 Berlin
Registration
Don’t miss the opportunity to take advantage of our reduced early bird fee:
Practice 1.190 EUR* until December 31, 2018 1.490 EUR* until February 20, 2019
your skills as a crisis manager in our two crisis simulations
Members of the EACD/BdP and subscribers of Communication Director Magazine/ pressesprecher magazine can register for the fee of 1.190 EUR*. Register online: www.conferences.quadriga.eu/en/crisis/ register
Contact
Listen to keynotes and insights on current challenges and highrisk scenarios in crisis communication
Any questions? Please get in touch with us:
Learn about internal and external crisis causes and management
Florentina Hänßler Conference Manager +49 30 84 85 9 365 florentina.haenssler @quadriga.eu
Host
Dennis Schultz Participant Management +49 30 84 85 9 198 dennis.schultz @quadriga.eu
Gain practical knowledge on how to manage a corporate crisis through our workshops and case studies
Meet more than 100 crisis experts and PR professionals
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International Crisis Communication Conference
February 21/22, 2019 Berlin
www.conferences.quadriga.eu/en/crisis
Supported by
#CCC7