Self-Regulation and Crisis Management

Self-Regulation and Crisis Management teaches three skills that work as one: managing yourself, managing the people you serve, and managing a crisis. You start with how stress and emotion work in the body and brain, then learn tested ways to calm your body, catch your thoughts, pause before you act, take criticism without taking it personally, and avoid burnout. Next you learn to calm upset customers: why people get angry, the shape of anger, listening, the words that calm and the words that inflame, apologies that work, service recovery, saying no, handling abuse, and building a complaints system. Then you move to audiences and communities: how crowds behave online, moderation, social listening, rumours and fake news, and what happens when your staff or influencers speak. The crisis modules cover risk, crisis plans and teams, the first hour, choosing a response, writing statements, handling the media and social media, talking to staff, recalls, data breaches, outages, personal crises and recovery. The course ends with real case studies, a full crisis simulation and a toolkit of templates. One example business, a meal and juice delivery company in Abuja, runs through the whole course.