After the crisis
Candour, apology, repairing trust and crisis decisions.
A half day on what follows a crisis: accountability, candour and learning, the anatomy of an apology, repairing trust, reading a BANI world, and expert decisions under pressure.
- Level
- Explore
- Learning time
- 5 hours
- Where
- Complexity, decisions and innovation
- Price
- £129
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Senior leaders, boards and communications leads in councils, health, emergency services and the voluntary sector
Overview
When everything goes wrong, how leaders tell the truth and rebuild trust afterwards decides whether people believe them next time. Taken from the Immerse The worst day, this half day opens with accountability, candour and learning: what public inquiries can and cannot do, the Hillsborough families' campaign and the Welsh NHS duty of candour, with a capstone on Salisbury, Storm Arwen and the CrowdStrike outage. It turns to apology, from Lewicki, Polin and Lount's six components to Mersey Care's just and restorative culture and Neff's self-compassion. Resilience follows through Cascio's BANI and a second capstone, closing with expert decisions under pressure and the Delphi Method.
Aims
The purpose is to help leaders tell the truth well after a crisis: turning lessons identified into lessons learned, offering an apology that actually repairs, planning the first ninety days of rebuilding trust and sustaining their own resilience while they do it.
In summary, you will be able to:
- Explain what public inquiries and the duty of candour can and cannot achieve, and turn lessons identified into lessons learned.
- Use Lewicki, Polin and Lount's six components to plan an apology that begins genuine repair.
- Plan the first ninety days of rebuilding trust, drawing on just and restorative culture and the realities of a BANI world.
What you'll develop
Across this Explore, you will develop the ability to:
- Explain the powers and limits of public inquiries, why the implementation gap matters, and what the PPE high priority lane shows about fairness in emergencies.
- Apply a consistent set of leadership lenses to analyse emergencies that differ in cause, scale and speed.
- Identify the six apology components tested by Lewicki, Polin and Lount, and explain why responsibility and an offer of repair carry most weight.
- Describe how reparation, restitution, checkable change and independent oversight put the social equilibrium and structural routes to repair into practice.
- Distinguish VUCA from BANI and identify which BANI letter a current situation most resembles.
- Explain how established models account for the results of the UK four-day week pilot, carrier flight deck operations and Costco's response to the 2008 crisis.
- Explain Klein's recognition primed decision model and why expert recognition under pressure is not guesswork.
- Explain how anonymity, controlled feedback and iteration each remove a specific distortion in group judgement.
Built from 8 modules.
5 hours of learning.
- 01Accountability, Candour and LearningCrisis and Emergency Leadership39 min
- 02Applied Case Studies: CapstoneCrisis and Emergency Leadership43 min
- 03The Anatomy of an ApologyThe Apology Lab36 min
- 04Repair in Practice: Teams, Organisations and YourselfThe Apology Lab41 min
- 05Naming the Storm: Reading a BANI WorldResilience, Wellbeing and Adaptability39 min
- 06Applied Case Studies II: A Second CapstoneResilience, Wellbeing and Adaptability37 min
- 07Naturalistic Decision Making: How Experts Decide Under PressureSolving Complex Problems and Decision Making38 min
- 08The Delphi Method and Group ForecastingSolving Complex Problems and Decision Making38 min