Overview

The Critical Communication Capability (CCC®) Framework course is self-paced, 5-6 hours estimated study. The CCC Framework exam voucher is included, with your digital courseware.

The number and complexity of the critical situations that organisations confront are increasing. As a result, organisations must handle critical communications around such crises as part of an ongoing programme rather than as a one-off ‘project’. A changing media and social landscape

amplifies this need. Mishandling crises can significantly and adversely impact an organisation’s brand and reputation, ecosystem health, legal and compliance standing, and financial performance. Organisations must have good preparation for, proper responses to, and effective follow-up after, critical situations.

Critical communication situations in today’s digital enterprises span both IT and the business. Organisations, therefore, require a single orchestrated capability that is ingrained in all people and teams, using a common framework and shared visibility of goals, tools and practices. They must grasp the factors involved in managing crises and develop the capability to respond effectively. A structure for practice and training is essential, as the mere intellectual acceptance of the need for capability is insufficient. Organisations need to build capability into their ‘muscle memory’ to respond effectively to critical situations.

The Critical Communication Capability (CCC®) Framework provides business and IT professionals with a shared approach, a common language and best-practice guidance for understanding and improving their capability to prepare for, respond to, and follow up on critical situations.

The CCC qualification introduces business and IT professionals to intelligent, practical and orchestrated crisis communications. It supplies a unified model for what is needed, including a terminology, indicators of capability, and best practices for improving skills and, ultimately, performance in critical situations.

Passing the CCC Foundation certification exam certifies that the candidate can describe the CCC principles, concepts and models, using the terminology set out in this syllabus as a basis for applying them in practice.

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Prerequisites

The CCC course has no prerequisites. Experience with major incident handling or public relations for critical business situations is helpful.
The CCC course and exam are for muliple personas in a business, from security and IT leadership professionals, and continuity, comms, HR, legal and risk specialists who support and contribute to an organisation’s preparation for, response to, and follow-up in, the aftermath of an incident.
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Objectives

At the end of your studies, you should be able to:

  • Explain what critical communication capability is and why organisations need it
  • List and describe the principles of effective communication
  • List and illustrate the elements of the CCC Model and its key principles, concepts and terminology
  • List typical critical communication capability gaps and describe the actions that can close them
  • List and describe the four result areas that critical communication capabilities contribute to, including the key indicators that show when these result areas are in their desired state. You should know the best practices for achieving and maintaining those desired states within the context of critical communications.
  • List and describe the three critical communication phases, including the roles, activities, key moments of truth, and entry and exit criteria associated with each phase. You should know the desired states for the capability indicators of each phase, and the best practices for achieving and maintaining those desired states.
  • List and describe the four resource areas drawn on in critical communications, and cite the best practices associated with each. You should know the desired states of the capability indicators in each phase, and how to achieve and maintain those desired states.
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Outline

Module 1: The Rationale for Developing Critical Communication Capability

  • Critical Situations - Definition, Examples
  • The Case for Critical Communication Capability Development
  • Module 1 Quiz

Module 2: The Critical Communication Capability® Model

  • Critical Communications 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 C's of Communication
  • Critical Situations Through The Lens of The CCC® Model
  • Module 2 Quiz

Module 3: Key Results Areas Impacted by Critical Communication Capability®

  • Brand & Reputation And Ecosystem Health
  • Legal & Compliance And Financial Performance
  • Module 3 Quiz

Module 4: The Phases of Critical Communication

  • Overview of the Phases of Critical Situation Communication
  • The Standing Phase
  • The Response Phase - Initial Response
  • The Response Phase - Continued Response
  • The Aftermath Phase
  • Key Actors and Actions in Each Critical Situation Phase
  • Module 4 Quiz

Module 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
  • Optional Self-Assessment
  • Module 5 Quiz

Module 6: Levers for Increasing Critical Communication Capability

  • Force Field Analysis, Best Practices, Agile Continual Improvement And Regular Practice And Drills
  • Module 6 Quiz

Module 7: Summary and Exam Preparation

  • Review, Exam Revision And Next Steps
  • Sample Exam 1 Question Booklet
  • Sample Exam 1 Answers And Rationale

CCC Exam Details

  • 60-minute Closed-book exam
  • 40 x Multiple choice questions
  • Blooms Level 1 & 2
  • Pass Mark: 60% or 24 marks
  • Proctored online post course
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What's included

  • Exam included
  • Online exam voucher
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