Effective reputation management strategies must be in place to weather bad news. The right crisis management programs, stakeholder engagement and media crisis training can make the difference. Benchmark delivers first-rate crisis communication training, consulting and coaching programs to help you succeed.

Our crisis communication experts are also Certified Master Practitioners in Neuro Linguistic Programming (NLP), the study of human behavior and effective language strategies.

Frontline Crisis Communication Training (GateKeeper Training)

Frontline Crisis Skills – Studies show that your employees are more trusted as information sources than your founders, leaders and public relations' team. Therefore, the right frontline crisis communication training can empower your people to help your organization rebuild trust and credibility during and after a crisis. Also known as GateKeeper Training, this highly-rated frontline crisis training program provides the best skills your people need to successfully interact with the news media, public officials and key stakeholders.
24-Hour Social Media Coverage – A whopping 85% of financial analysts say a corporate crisis has the greatest negative impact on an organization’s value. It does not take long for negative news to spread during a crisis. In a world of 24-hour social media "clicks", reporters and citizen journalists will tell your crisis story over and over. Unfortunately, much of what they say may not be correct! The news media and your stakeholders will seek information about your crisis from everyone and anyone. Unfortunately, news reporters often take the easy route, calling or approaching your frontline employees or contractors by phone or in person. This is why our crisis experts designed this training program to equip your people with the very best crisis communication skills. An added bonus: your employees can immediately use these skills to be better daily ambassadors for your organization! Recordings & Viral News – Citizen journalists around the world are armed with cell phone cameras and apps that can record your employees. Such recordings can upend the best corporation crisis plans! This is why untrained frontline employees often make the news or social media sites for the wrong reasons; they can easily defeat your well-intended crisis response goals. But, with the right frontline crisis training, your people can effectively support your crisis communication goals and maintain stakeholder trust – without going viral or crossing over into your spokesperson's territory. Thousands have rated this frontline crisis training program as a favorite; it is highly interactive and based on realistic crisis scenarios for your organization.
Crisis Skills for the Frontline – Your frontline personnel will learn a range of important news media and crisis communication skills: crisis response principles, crisis judgement skills, news media skills, awareness of news media traps to avoid, GateKeeper boundaries, new social media rules, crisis trends, language patterns to build trust, nonverbal cues to calm upset people, soft skills with upset and emotional people, conflict resolution crisis skills and much more. Your people will also discover the latest social media rules and how to lower the odds of their comments going viral on Twitter, Facebook and other social media sites.
Crisis Communication Experts – For 30 years our crisis consultants and media communication trainers have helped Fortune 500 groups and others successful navigate a range of crisis issues and events: class action lawsuits, competitor meddling, regulatory violations, industrial accidents, food contamination, environmental disasters, mass killings, E. coli outbreaks, activist protests, oil spills, chemical releases and much more. We have a long and successful track record of training frontline personnel in many industries.
Human Behavior & Emotion Experts – Our leaders are also Certified Master Practitioners in Neuro Linguistic Programming (NLP). NLP is the study of human behavior and language patterns. Our team has long studied the role of emotions during crisis events or issues; we have developed multiple tools to help our clients evaluate and address core emotions that drive public perceptions during crises. This frontline crisis communications training will give your people the edge you need to succeed during a crisis.
Related Article: Choosing a Spokesperson with The Right Stuff: Lessons from Wounded Warrior’s Crisis Response


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10 Signs Your CRISIS RESPONSE is Like a Box of Chocolates

If Forrest Gump were a reputation management consultant he would say that crisis response is like a box of chocolates! You never know what you might get - when your crisis plans sit unused and untested. How do you know if your crisis response will be like a box of chocolates? According to PR...

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