Victim Support and Media Management
Professional Certificate course, face-to-face: 3 days

Brief

Delegates will be introduced to industry "best practice" methods for handling survivors, victim’s family and friends, other customers, the general public and media following an incident. They will learn the skills required to ensure that the airport is sensitive to the needs of all those who may be affected in any way by such an event, and to ensure that the airport is portrayed as handling any crisis effectively and professionally. Case studies will be used as illustrative points throughout the 2 day Course.

The content of this course provides additional skills training for those attending Accident and Incident Investigation, or can be taken independently.

Benefits

Crises can occur at any time at an airport, whether caused as a result of an accident or incident, terrorist activity or threat of activity, airline failure or other external influences. An airport’s handling of all those involved in such events is critical to its ability to continue business and to limit potential reputation damage, both in terms of its immediate handling of those directly involved and in its dialogue with the media, other customers and the general public.

The Course Instructors have actual experience of crises affecting airlines and airports following major incidents. Transfer of knowledge and the sharing of personal experience combined with an evaluation of case studies will be a fundamental aspect of the learning process.

Who should attend?

Airport Operational Duty Managers, Management and Safety Managers, all staff who are involved in Customer Liaison, Airport Business Development and Account Management teams, Accident and Incident Investigation, Emergency Planning & Crisis Management, Corporate Communications.

Course Content

• The need for an airport to be prepared to handle a crisis
• Types of crises affecting airports
• How crises affect people
• Post Traumatic Stress Disorder, and how it can affect people
• Crisis communication skills
• Understanding cultural differences
• Media management
• Understanding the needs of the media
• Handling media enquiries
• Using media to promote a positive position
• Potential problems and how to avoid them

Up-coming sessions