The BCPh™ Business Preparedness Series
The BCPh™ Business Preparedness Series is a workshops designed to improve the readiness and preparedness of your employees in case of traumatic and disruptive events. The knowledge and skills developed through our training series will empower and ready your workforce to effectively safely and manage the unique psychological and emotional reactions associated with a across a broad spectrum of hazards and emergencies (Natural; Manmade; Technological; National security).
The knowledge and skills developed through our training series will empower and ready your workforce to effectively safely and manage the unique psychological and emotional reactions associated with a across a broad spectrum of hazards and emergencies (Natural; Manmade; Technological; National security).
Telephone Crisis Management Skills
The BCPh™ Business Preparedness Series – Telephone Crisis Management Skills is specially designed to address the challenges face by your call center during public health emergencies and other crisis events.
The focus of this program is not to train participants as to act as counselors, but rather to introduce key concepts in human behavior associated with public health emergencies and disasters in order to facilitate optimal call center operations and service to the public in times of need. To respond to caller distress in a confident and effective manner, it is important to anticipate the full range of caller behavior and be able to select useful “tools” or techniques from your tool kit to address caller concerns or distress. This program introduces important information for any call taker working in a public health or emergency management‐related call center. The topics discussed include:
1. Disaster Psychology 101
2. Role of the Call Taker
3. Communicating During a Crisis
4. Crisis Communications Skills
5. Psychological First Aid & Verbal De‐escalation
6. Preventing Compassion Fatigue
The ability to understanding and properly respond to caller communications and behavior are at the core of every contact. During times of high‐stress, fear or anxiety, call behavior can change in significant ways which require the call taker to adjust the style and approach of providing information and assistance. This program will explore useful and effective techniques that can be used in everyday public contacts, but which become even more important during emergencies and crisis events.
COOP/BCP
COOP = Continuance of Operation Planning / BCP = Business Continuity Planning
COOP is a good business practice. It enables organizations to continue their essential functions across a broad spectrum of hazards and emergencies: Natural; Manmade; Technological; National security emergencies.
The BCPh™ Business Preparedness Series – COOP/BCP provides an understanding of COOP, COOP terms, and benefits of COOP planning; explains elements of a viable COOP capability; provides information about how a COOP event might affect you, your organization, and your family; introduces COOP tools & templates; and initiate your COOP project.
Overall emergency preparedness and response incorporates four areas:
- Continuity of Operations Plan (COOP)
- Emergency Operations Plan (EOP)
- Crisis Management/Communications Plan (CMP)
- Disaster Recovery-IT Plan (DRP)
The BCPh™ Business Preparedness Series – COOP/BCP is focused on understanding and initiating a sustainable COOP as the foundation of your organization’s overall emergency preparedness and response capabilities.
Call 800-280-6606 or email info@xbrm.com and ask for a Senior Associate to schedule your training series now.
