Course outline for
Dealing With Difficult People
Dealing With Difficult People Course Outline
How to Use This Guide
Session One: Course Overview
Session Two: What is Crisis Management?
Defining Terms
The Crisis Management Team
Creating the Team
Session Three: Training Leaders and Staff
Training Essentials
Conducting Training
Session Four: Conducting the Crisis Audit
Why Audit?
Using a Risk Matrix
Session Five: Performing a Risk Level Analysis
The Four Categories
Case Studies
Session Six: Developing a Response Process
Pre-Assignment Review
Crisis Response Process
Session Seven: Consulting with the Experts
Session Eight: Incident Management Techniques
Case Study
Responding to Incidents
Documenting Incidents
Investigating Incidents
Session Nine: Working through the Issues
Model Overview
Phase One
Phase Two
Phase Three
Types of Decisions
Session Ten: Establishing an Emergency Operations Center
EOC Considerations
Who is In Charge?
Session Eleven: Building Business Continuity and Recovery
Creating Continuity
Essential Crisis Plan Elements
Session Twelve: Walliallia
Background
Exercise One: Gas Line Explosion at Water Plant
Exercise Two: How are you Feeling?
Exercise Three: The Last Question
Session Thirteen: Recovering and Moving On
Initial Adjustments
Working Things Out
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
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