Registration and Morning Coffee
Mastering the Art of Apology – Sorry Seems to be the Hardest Word
For more than 40 years Mary Jo Jacobi has operated at the nexus of energy, finance and government, from the White House and Wall Street to the City of London and Westminster. Along the way she created two award-winning global corporate brands, managed three of history’s most conspicuous corporate crises, and became the only person ever to be appointed to office by two U.S. Presidents, Queen Elizabeth II and Prime Minister David Cameron.
In her opening keynote, drawing from her experience at Royal Dutch Shell, BP America, Lehman Brothers, HSBC Holdings and Drexel Burnham Lambert, Mary Jo will share with you lessons learned in building and maintaining a global reputation, handling corporate and financial crisis and most importantly, how to craft the perfect apology.
Mary Jo Jacobi, Former Assistant U.S. Commerce Secretary, Former Chief Reputation Officer at Royal Dutch Shell and Former Executive Vice President of BP America
Reputation Management For CEOs – Why CEO Reputation Management Matters More Than Ever
When your Boss is the brand, ultimately you may have to face the fact that they’re human after all. Today, reputations are more than ever at risk from the proliferation of global media … and increasingly unpredictable new media as well – phone cameras, Periscope, Facebook, for example. The lesson is the same: individual human being or global multi-national – their brand essence and values must be guarded more carefully and more vigilantly than ever.
In his session Patrick will help you identify the qualities people expect to see in their brands, prepare your CEO for major crisis, define the essence of your CEO’s brand, build the key message and most importantly, acquire substance, not spin.
Patrick owes much of his practical communications experience to Princess Diana, who chose him to be her equerry and only private secretary/chief of staff. He served the Princess for eight years (1988-96), responsible for every aspect of her public life, charitable initiatives, and private organization. He travelled with her to five continents, working with government officials up to head of state. Under relentless media scrutiny, his tenure covered the period of Princess Diana’s greatest popularity as well as the constitutional controversy of her separation from Prince Charles.
Patrick Jephson, NY Times Bestselling Author, Former Chief of Staff to Princess Diana, UK
Interactive Discussion with Speakers and Delegates
Lunch for Speakers and Delegates
How Crisis Communications is Changing, and How You Must Adapt Your Crisis Plan to Meet These New Challenges and Ensure Your Reputation is Protected
As one of London’s major trauma centres, King’s played a major role in the Westminster Bridge and London Bridge & Borough Market terrorist attacks and the Grenfell Tower fire in 2017.
In this interactive session Sao will help you identify the tactics you needs to use to manage communications during a major incident, after a major incident and when the crisis is a continent away.
Sao Bui-Van, Director of Communications, King's College Hospital, NHS Foundation Trust
The Monarch Administration: Taking Control of the Story and Being Resilient Throughout a Crisis
When Monarch Airlines went into administration, more than 110,000 people were abroad across 14 countries, and thousands more were planning to fly out of the UK. Cancelled flights, ruined plans and thousands of people turning up at airports needing information and reassurance. The CAA stepped into the breach, setting up and implementing a communications and social media strategy in the shortest of time frames. Here Richard Stephenson will talk about the importance of taking control of the story in the first few hours, how they kept control of the message during an emotional and stressful time and how to maintain staff resilience throughout a long campaign.
Richard Stephenson, Communications Director, Civil Aviation Authority, UK
Interactive Discussion with Speakers and Delegates
Networking and Refreshment Break
Cyber Crime: Preparing Your Organization for the New Normal
The expanding threat landscape and new business innovation is leading to an increase in cyberattacks—the average number of security breaches in the last year grew by 11 percent from 130 to 145, states the Ninth Annual Cost of Cybercrime Study by Accenture and Ponemon Institute.
Organizations spend more than ever to deal with the costs and consequences of more sophisticated attacks— the average cost of cybercrime for an organization increased US$1.4 million to US$13.0 million.
This interactive session will help you educate your workforce on potential threats, identify which data needs to be absolutely protected and key threats, plan in advance and how to rebuild trust with consumers after a cyber-attack.
Shafiq Jamal, Senior Vice-President, Corporate & Managing Director, Weber Shandwick
Closing Keynote: My Philosophy Around Crisis Management
Brad Ross has been the Chief Communications Officer for the City of Toronto since January 2019. He rejoined the City (he was with the City from 2000-2008) after almost 11 years at the Toronto Transit Commission where he led employee and public communications, including reputation management. In this interactive session he will share with you how to develop strategies around transparency and accountability to mitigate crises.
Brad Ross, Chief Communications Officer, City of Toronto
Interactive Discussion with Speakers and Delegates and
End of Day One
Interactive Crisis Simulation Workshop With Donald Steel, Former Chief Communications Adviser at BBC
Attending this workshop will enable you to:
- Conduct a vulnerability audit to assess potential crisis scenarios
- Create a core message that can be communicated across all social media channels
- Properly monitor your social media channels for potential problems
- Coach your spokesperson on the tough questions they may face from the media
- Engage the media and address misinformation and negative commentary
- Analyzing The Importance Of Reputation And Reputation Management: What is Reputation?
- Building trust
- Case studies of good and bad examples of reputation management
Writing a Crisis Plan: The Role of Executives
Key Principles of Crisis Management: Writting a Crisis Statement
Managing The Media
This segment will include key tips in managing the media, giving broadcast interviews and the essentials of organizing a good press conference.
Interactive Crisis Simmulation
Participants will be divided into groups and each group will select a spokesperson who will be interviewed on the particular crisis situation. As the crisis develops, other spokespeople will be taken.
The simulation will also include a press conference where the spokespeople have to answer journalist questions.
End of Crisis Communications Boot Camp 10