Crisis Communication

Objectives

To offer the student procedures and techniques to learn to communicate and resolve conflicts and organizational crises. To work towards conflict and crisis resolution efficiently, with a solid basis for prevention, management and post crisis.

Learning outcomes

• Identify the theories, processes, structures and techniques of public relations that give rise to the functions of the different departments of an agency, a boutique creative, from a consulting firm or from a press office in conventional, virtual and emerging environments.
• Convey information, ideas, problems and solutions appropriately and in accordance with academic canons, orally, in writing and audiovisually, to both specialized and non-specialized audiences and be respectful of linguistic diversity and social, cultural and gender realities and various economic
• Implement a communication plan of an organization, a brand or a product resulting from the relational and inquiry capacity to establish a fluid and competent interaction between an organization and the agency or consultancy.

Content

1. Introduction: Crisis
2. Crisis and reputation: Crisis communication and conflict resolution
3. Crisis and conflicts: Tools for the management of crises and conflicts
4. Case Studies and crisis simulations: Resolution and analysis of case studies. Execution and evaluation of crisis simulation
5. Project: How to create a crisis communication plan, how to respond to the media, training of spokesperson

Evaluation

There will be task 1 (40% class exercises); task 2 (20% Crisis simulation) and the Final project (40%).

Recovery measures: There are no recovery measures.

Methodology

Although the theoretical part of the course is important for the basic concepts to be correctly acquired, the course is largely practical. In the sessions the teacher will explain the theoretical knowledge of each topic. The students will need to solve the corresponding case studies. They should spend a few hours each week studying for this course in order to consolidate the knowledge acquired in the different topics.

Bibliography

Bibliography

• Fearn-Banks, K. (2017). Crisis Communications: A Casebook Approach (5 ed.). Routledge Communication Series.
• Fraser, P. Seitel (2020). The Practice of Public Relations: The Practice of Public Relations (14 ed.). Pearson.
• Green, B. (2017). The book of crisis management: S T R A T E G I E S & T A C T I C S. Retrieved from Recuperat de http://cdn.prnewsonline.com/wp-content/uploads/2015/05/Marketing-Assets-Book-of-Crisis-Management-St
• Weiss-Blatt, N. (2021). The Techlash and Tech Crisis Communication: Building corporate reputation in the age of skepticism. Emerald Publising Limited.
• Wheeler, A (2019). Crisis Communication Management: PRCA Practice guides. Emerald Publising Limited.

Reading

Teachers will provide complementary bibliography and compulsory reading throughout the course via the Virtual Campus.