Business Continuity and Crisis Management

Reputation Management in a Crisis

A crisis tests an organisation’s reputation more than any advertising campaign. This course covers protecting reputation during crises: understanding stakeholder expectations, values-based decisions, transparency and accountability, apologies, engaging critics, social media dynamics and rebuilding trust afterwards.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

How an organisation behaves in a crisis defines its reputation for years. You will learn to protect trust when it matters most.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Case studies of reputational crises, decision simulations, statement exercises and stakeholder role plays.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Assess reputational impacts of crises
Make values-based decisions under pressure
Communicate with transparency and accountability
Use apologies appropriately
Engage critics and stakeholders
Rebuild trust after the crisis

Target audience

Who should attend.

This course is suitable for:

Senior executives
Communication and PR leaders
Crisis team members
Legal and compliance advisers
Board members

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Reputation assessment
Values-based decisions
Transparent communication
Stakeholder engagement
Trust rebuilding

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Reputation at Risk

09:00–10:08Reputation and crises
10:08–11:00Case studies
11:00–11:30Coffee break
11:30–11:45Case studies (continued)
11:45–12:53Stakeholders
12:53–14:00Exercise

Day 2Decisions

09:00–10:08Values-based choices
10:08–11:00Legal versus reputational advice
11:00–11:30Coffee break
11:30–11:45Legal versus reputational advice (continued)
11:45–12:53Simulation
12:53–14:00Discussion

Day 3Communication

09:00–10:08Transparency
10:08–11:00Accountability
11:00–11:30Coffee break
11:30–11:45Accountability (continued)
11:45–12:53Apologies
12:53–14:00Workshop

Day 4Stakeholders

09:00–10:08Critics and activists
10:08–11:00Social media
11:00–11:30Coffee break
11:30–11:45Social media (continued)
11:45–12:53Regulators
12:53–14:00Role play

Day 5Rebuilding Trust

09:00–10:08Actions over words
10:08–11:00Long-term recovery
11:00–11:30Coffee break
11:30–11:45Long-term recovery (continued)
11:45–12:53Measuring trust
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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