Issues and Crisis
“The quality of your communication is the response you get …not what you said or meant to say.” Christian Peterson
Issues and Communication Management
An effective Issues Management Program is about managing risk and the development of a communication program that includes all stakeholders involved in your organization:
• Residents and Relatives
• The Board
• The Executive Team
- Management and staff
- The Media 24/365 news cycle – print, radio, news services, free and pay TV and the World Wide Web
- Statutory Agencies and
• Ministers and Government officials responsible for aged care
An Effective Issues and Communication Management program must maintain and grow trust, and not deplete it with your stakeholders, even when the issue is tough, and sensitive.
By issuing honest messages plus the facts of the issue or crisis in a Facts Brief is always best.
Anything less will always be discovered by stakeholders, particularly representatives from the media.
All messages must resonate with all stakeholders and definitely not be ‘spin’.
- regret,
- admits level of responsibility and
- iidentify what remedial actions have been, or can be taken to correct the situation
At the heart of the Taking Control Program is honesty.
So the four “Rs” are:
• regret,
• responsibility
• remedial actions and
• resonance
The Taking Control Issues and Communication Management Program consists of three phases:
• The Establishment Phase – Collection of facts
• Issues Management Plan – to reduce risk
• Communication Training – covering all stakeholders
The Establishment Phase
This phase consists of:
Identifying issues and risks, now and in the future
• Educating staff to report issues, suspicions and risks promptly
• Creating a safe independent and credible reporting system
• Creating an independent investigation process and
• A quick Stakeholder Communication Program
The Issues Management Plan
Taking Control will develop an Issues Management Plan that meets the needs of your organization, no matter how small or large or how geographically dispersed it is – whether it’s local, or interstate.
The plan will include:
• Identification of the critical lines of Communication, both internally and externally
• A Risk Management Plan
• The establishment of an Issues Management Team including external professionals if necessary
• Background Briefing Notes for the organization
Communication and Issues Management Training
A one-day on-site ‘Communication Training Program’ will be conducted with the selected issues and management teams. This program is skilled based, during which each participant will undergo training in at least two interviews – a news encounter and an extended TV and/or Radio interview.
A Media Manual will be provided to each participant with templates to create messages that are meaningful and punch into the audiences’ memory.
Christian Peterson from Taking Control will travel to your office day or night to assist in the management of rapidly emerging issues for 12 months.
Investment – Premium Service
These services are provided for 12 months from the time of commissioning. The upfront fee is $12,000 plus GST, payable at the time of commissioning. Accommodation, travel and transit fees TV equipment are not included.
The Taking Control Premium Issues and Communication Management Program consists of three phases:
• The Establishment Phase – Collection of facts
• Issues Management Plan – to reduce risk
• Communication Training – covering all stakeholders
The Premium Service can be re-arranged to meet an aged care facility’s specific needs and the investment will be priced on request based on any combination of the elements.
Referees’ detail can be supplied on request.