Critical Communications for IT

Introduction

• Critical communications for IT
• Overview of the course and optional certification examination

1. Rationale for Developing Critical Communication Capability

• The case for critical communication capability development

2. The Critical Communication Capability Model

• Critical Communication Capability model overview
• The CCC model results areas, phases, and resources layers
• The CCC model levers layer
• The CCC model engagement approaches and the six Cs of communication
• Critical situations through the lens of the CCC model

3. Key Result Areas Impacted by Critical Communication Capability

• Brand and reputation and ecosystem health
• Legal and compliance and financial performance

4. The Phases of Critical Communication

• The standing phase
• The response phase
• The aftermath phase

5. The Resources Underpinning Critical Communication Capability

• People resources
• Process, information, and technology resources
• Resource capability indicators and optional self-assessment walk-through: Standing indicators
• Resource capability indicators and optional self-assessment walk-through: Response indicators
• Resource capability indicators and optional self-assessment walk-through: Aftermath indicators

6. Levers for Increasing Critical Communication Capability

• Force field analysis, best practices, agile continual improvement, and regular practice and drills

Conclusion

• Review, exam revision, and next steps