7. Conference

International Crisis Communication

February 21, 2019 to February 22, 2019
Berlin

Programme

February 21, 2019

08:00 AM
Registration

Registration

08:45 AM to 09:00 AM
Introduction

Introduction by the moderator

Philippe Borremans

Public Relations Consultant & Certified Trainer
The PR Training Company
09:00 AM
Modul Titel

The external perspective: Threats from the outside

09:00 AM to 09:45 AM
Keynote

Managing crises and reputational risks at NATO

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.

Oana Lungescu

Spokesperson
NATO
09:45 AM to 10:15 AM
Insight

The forgotten step of crisis management: crisis recovery

Crisis prevention, crisis preparedness and of course also crisis response are elements of crisis management that most companies try to cover as best as they can. The last step of crisis management however, crisis recovery, is often forgotten. How do you translate your learnings from corporate crises into actions? What role does search engine optimization play? And how do you regain the trust of your employees, the media and your customers, once you have lost it?

Nicole Pizzuti

Spokesperson
KEOLIS Deutschland
10:15 AM to 10:45 AM
Insight

Greenbashing – „Who‘s the force for good?“

Palmoil, diesel, glyphosate. Most crisis today are based on environmental issues. Understanding NGO's, media, politics & consumers is key to finding a way out. Having a purpose and strong allies is central to changing from crisis management to crisis leadership. Through this, issues can become an opportunity.

Merlin Koene

Partner
fischerAppelt, advisors
10:45 AM to 11:15 AM
Break

11:00 AM to 12:30 PM
Crisis Simulation

Kekst CNC Situation Room

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? Practice your skills in this live, fully interactive and digitally-driven unique crisis simulation training. 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.

Alwin Binder

Director
CNC
11:15 AM to 11:45 AM
Case Study

The Genoa bridge collapse: when populism adds to a crisis

On August 18, 2018, the Morandi bridge in Genoa partially collapsed,  eventually killing 43 people. The collapse has led to a fierce debate, the company that managed the bridge (Autostrade Per l’Italia - ASPI) being blamed for  a serious lack of maintenance.  Within this case study the company’s reaction to the crisis will be analysed, showing also 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. 

Luciano Luffarelli

Head of External Communications and Institutional Relations
Piaggio Aerospace
11:15 AM to 11:45 AM
Case Study

The Darkest Hours

On 22 May 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 co-ordinated communication approach that has people at the centre and public sector agencies working together. 

Amanda Coleman

Head of Corporate Communication
Greater Manchester Police
11:45 AM to 12:15 PM
Case Study

Getting the balance right: brand, industry and customer

Building and maintaining trust is key to the success of any business. In banking that trust is built through individual brands; but is an individual brand reputation dependent on a sound and secure banking industry? When a major partner suffered an IT incident that affected not just the whole of the UK, but Western Europe, that trust was put at risk. How does an organisation maintain trust with 15.5 million customers in the face of a hostile media responding to an active, engaged and agile social media audience? What’s the right strategic approach and where do you place your priorities? 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.  

James Puxty

Head of Incident Communications
Nationwide Building Society
11:45 AM to 12:15 PM
Case Study

How Preparedness contributes to response in an online crisis

How can crisis preparedness and crisis tools help you the day a crisis hits the fan? How can you stimulate your company and your businesses to realise how important it is to have their own crisis procedure, their own pre-validated content and issues' mapping? What are the limits of preparedness, especially for online crises?  In this case study, we will talk about governance, online reactivity, the importance of informing your employees and whether or not to involve them online, as ambassadors, for long-lasting crises.

Carole Berthelot

Corporate Crisis Communication Manager
Solvay
12:15 PM to 01:15 PM
Lunch

01:15 PM
Modul Titel

Practical Input: Managing the crisis

01:15 PM to 02:30 PM
Workshop

Preparing for a crisis: get ready to think human, act human and speak human

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. 

Rod Cartwright

Regional Director EMEA
Text100

Toby Conlon

Head of Corporate Communications
Text100
01:15 PM to 02:30 PM
Workshop

Hot 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 workshops 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.

Torsten Rössing

Managing Partner
Ewald & Rössing GmbH & Co. KG
01:15 PM to 02:30 PM
Workshop

Preparation is Key: Challenges in International Crisis Prevention and Preparation

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.

Volker Pulskamp

Head of Corporate Communications and Crisis Lead Germany
FleishmanHillard
01:15 PM to 02:45 PM
Crisis Simulation

Kekst CNC Situation Room

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? Practice your skills in this live, fully interactive and digitally-driven unique crisis simulation training. 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.

Alwin Binder

Director
CNC
02:30 PM to 02:45 PM
Break

02:45 PM to 04:00 PM
Workshop

Preparing for a crisis: get ready to think human, act human and speak human

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. 

Rod Cartwright

Regional Director EMEA
Text100

Toby Conlon

Head of Corporate Communications
Text100
02:45 PM to 04:00 PM
Workshop

Crisis Communication Strategies

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.

Torsten Rössing

Managing Partner
Ewald & Rössing GmbH & Co. KG
02:45 PM to 04:00 PM
Workshop

Preparation is Key: Challenges in International Crisis Prevention and Preparation

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.

Volker Pulskamp

Head of Corporate Communications and Crisis Lead Germany
FleishmanHillard
04:00 PM to 04:30 PM
Summary

Summary of the Workshops

Rod Cartwright

Regional Director EMEA
Text100

Toby Conlon

Head of Corporate Communications
Text100

Volker Pulskamp

Head of Corporate Communications and Crisis Lead Germany
FleishmanHillard

Torsten Rössing

Managing Partner
Ewald & Rössing GmbH & Co. KG
04:00 PM to 05:30 PM
Crisis Simulation

Kekst CNC Situation Room

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? Practice your skills in this live, fully interactive and digitally-driven unique crisis simulation training. 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.

Alwin Binder

Director
CNC
04:30 PM to 05:00 PM
Break

05:00 PM
Modul Titel

The media perspective: Exploring unknown waters

05:00 PM to 05:30 PM
Panel Discussion

Crisis communication from the viewpoint of the journalist

Journalists have an important gatekeeper function within the communication about corporate scandals, as they control the framing and what is being followed up on. 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.

 

Sönke Iwersen

Head of Investigative Research
Handelsblatt GmbH

Niels Sandøe

Journalist
Jyllands-Poten
05:30 PM to 06:00 PM
Keynote

The Dark Web is where your next crisis will come from

Even the most modern communication strategies ignore one of the biggest threats to reputation, brand and business performance: The Dark Web. It makes up almost all of the Internet, yet most communicators are not aware of its existence - and the substantial risks associated with it. Today, data is easily created and shared through ever-increasing levels of interconnectivity and 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.

Falk Rehkopf

Chief Marketing Officer
Ubermetrics Technologies GmbH
06:00 PM to 07:30 PM
Dinner & Networking Time

07:30 PM
End of Day One

February 22, 2019

08:00 AM
Welcome

Registration

08:45 AM to 09:00 AM
Introduction

Introduction by the moderator

Philippe Borremans

Public Relations Consultant & Certified Trainer
The PR Training Company
09:00 AM
Modul Titel

The internal perspective: Tackling challenges from within

09:00 AM to 09:30 AM
Keynote

Human factor aspects of insider threats and cyber security

The challenges associated with hostile threat actors continues to be a major issue for both public and private sector organisations. In the UK alone the issues around the use of Novichok, lone actor terrorism, the alleged campaigns around disinformation relating to Brexit, and the WannaCry ransomware attack have all illustrated the potential for external threat actors to cause considerable harm to organisations. Much of our attention is focused on the potential for external threats to the organisation and yet the potential harm that could be caused by the ‘trusted’ insider could also be devastating. These insider threats sit behind the externally-focussed  corporate firewall and have, by virtue of employment , bypassed several layers of defences. They also understand the ways in which the organisation works and will be familiar with the potential points of vulnerability within the organisation. This presentation 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. The presentation considers the limitations of conventional approaches to risk assessment for those threats who intend to cause harm and it highlights the need to integrate responsibility for such threat actors into a single reporting and governance pathway. 

Prof. Dr. Denis Fischbacher-Smith

Research Chair in Risk and Resilience
University of Glasgow
09:30 AM to 10:15 AM
Panel Discussion

Internal crisis communication and employee engagement

Internal Communications play an important role in crisis communication. On the one hand, with debates like the #MeToo debate or issues like 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.

Ana Martines

Corporate Communication Director, CSR and Ethics
L'Oréal Portugal

Alessandra Mazzei

Director of the Centre for Employee Relations and Communication
IULM University

Alberto Andreu Pinillos

Associate Professor at School of Economics & Business Administration
Universidad de Navarra
10:15 AM to 11:15 AM
Brunch

11:15 AM
Modul Titel

Practical Input: Managing the crisis

11:15 AM to 02:45 PM
Crisis Simulation

CS&A International: Set the Course, Hold the Course and Sail through the Storm

The growing challenges of today’s hyper connected and politically-charged world, compounded by a 24/7 news and social media frenzy, are generatingcrises characterised by a level ofcomplexity 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.

Dirk Lenaerts

Senior Partner
CS&A International

Koen Peeters

Senior Consultant
CS&A International

Caroline Sapriel

Founder and Managing Partner
CS&A International
02:45 PM to 03:00 PM
Summary

Sum-up by the moderator

Philippe Borremans

Public Relations Consultant & Certified Trainer
The PR Training Company
03:00 PM
End of Day Two