We continue to run the Crisis Communication workshops on behalf of the CIPR as part of their programme of training courses. Feedback from these sessions suggests that this one of the most popular and highly regarded sessions on their programme. More details can be found on the CIPR website.

In the area of incident response another highlight of 2008 was the work alongside Scottish & Southern Energy. This brand new event was specifically for their team who would deal with telephone enquiries from staff members and their relatives at the time of a major incident. The call handlers responded to our team of distressed callers both gathering and giving information. Whilst the experience of going through a realistic and testing experience was valuable, the learning content was based around being the person the caller needed them to be. This meant staying calm, taking notes and passing them on, and dealing with questions whilst sticking to an approved message in response to callers questions. By managing calls well the company sought to build an army of advocates in the community during an incident and thus maintaining and developing their reputation as a caring and responsive organisation.