Program Overview

“Crisis is an acute emotional upset; it is manifested in an inability to cope emotionally, cognitively, or behaviourally and to solve problems as usual.”
(Lee Ann Hoff, People in Crisis, 2009)

We all face and deal with crisis, in one measure or another, everyday ranging from personal, team, organizational, regional or even global crisis. In the business setting, crisis management is the process through which an organization tackles an unfavourable event that negatively affects the organization, its stakeholders, or the general public. One of the key factors that helps organizations survive crisis situations is to adopt sophisticated crisis communication and negotiation skills.

Crisis negotiators are highly skilled in the nuances of communication and are trained in assessing verbal and non-verbal behaviours. In this highly interactive program, Dr Gilbert Wong will draw from his 22 years of experience in crisis negotiation while serving with the Hong Kong Police Force to provide helpful insights. He will cover the key concepts and skills in crisis management and negotiation with special emphasis on the 8C Strategic Model i.e. Containment, Command, Communication. Control of Emotion, Coordination of Intelligence, Care, Commitment and Closure.

He will demonstrate how the elements of crisis negotiation can be applied within the work setting in managing difficult staff, clients and key stakeholders. Focus will be given to the importance of adopting a positive mindset and managing stress. Participants will be provided with ‘tools’ or handles on how to deal with a wide spectrum of crises.

By the end of the program, participants will be able to:

• Identify salient features of a crisis;
• Learn crisis negotiation theories;
• Apply key concepts of crisis negotiation to resolve crises in the workplace;
• Gain handles on how to manage self in conflict/crisis situations.

Who should attend?

• Board of Directors
• Senior Management
• Heads of Department
• Anyone who wants to learn how to manage workplace ‘crises’ better in order to get the best outcomes.

Should the Covid situation worsen and infection rates rise, we may resort to conducting the programs online or via a hybrid mode. In the event that that happens, please rest assured that participants will be notified ahead of time.

GILBERT WONG