Critical Incident Training for Managers

Course Outline

Critical Incidents can have a major impact on the morale and productivity of your workplace, and the role of managers and
supervisors in dealing with them is crucial. This workshop provides vital education and training in all the aspects of critical
incident management, teaching skills that will be invaluable both during and after a critical incident – and even before an
incident occurs, by instructing managers on the implementation of a critical incident management policy.

Content

1. Introduction to Critical Incident Management

• Definition of key terms
• Summary of post incident risks critical incident
  management alleviates

2. The Nature Of Critical Incidents

• Identifying critical incidents
• Potential costs of critical incidents
• Potential gains of critical incidents

3. Reasons Organisations Are Interested In Critical

• Incidents
• Different reactions to critical incidents

4. Conceptualising Critical Incidents Using

• A Risk Management Framework
• Frequency of critical incidents
• High risk areas
• Estimated impact
• Plotting identified critical incidents in a risk matrix
• The impact of other incident, organisational and
  people factors

5. Management Strategies

• Why the managers role is important
• Phases of a critical incident

6. Professional Intervention

• Referral to Converge International

7. Critical Incident Management Policy

• Defining a critical incident management policy

Expected Outcomes

At the end of this workshop participants will:

• Understand the nature, potential impact and level
  of organisational risk associated with various critical
  incidents within their organisations
• Have specific skills in critical incident management
  that they can apply during the pre-impact, impact,
  post-impact and recovery phases
• Be able to define a critical incident management policy