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Course Introduction
Course Overview
Introduction
What Is ERC?
Why Is ERC Important?
Risk Perception
Emotional Responses
What Increases Outrage?
Exercise: Outrage
Mental Noise
Problematic Responses
Denial
Stigmatization
Panic
Section Summary
Check Your Understanding
Fundamentals
Introduction
Get Past the Outrage
Acknowledge Emotions
Be Clear
Offer a Choice of Actions
Accuracy & Timeliness
The Need for Speed
Speed vs. Accuracy
Trust & Credibility
Show Empathy
Acknowledge Uncertainty
What Decreases Trust?
Build Trust & Credibility
Don’t Over Reassure
Stay Consistent
Keep Them Coming Back
Case Study: E. Coli
Section Summary
Check Your Understanding
Planning
Introduction
ERC Plans
Protocols & Procedures
Logistics
Building Relationships
Media Contacts
Audience Research
Plan for Messages
Communication Channels
Hard-to-Reach Populations
Spokespeople
Training Spokespeople
Section Summary
Check Your Understanding
Message Development
Introduction
Goals of Key Messages
Effective Messages
Pitfalls
Communicating Complexity
Exercise: Plain Language
Pretest Messages
Social Media
Section Summary
Check Your Understanding
Media Relations
Introduction
News Environment
What Drives News?
Working With Reporters
Reporter Tips
Control the Story
Stay on Message
Highlight Key Messages
Interviews
Effective Body Language
Section Summary
Check Your Understanding
Community Engagement
Introduction
Early Outreach
Public Interaction
Public Meetings
Q & A Sessions
Hostile Situations
Section Summary
Check Your Understanding
Simulation EHC
Simulation Outbreak
Course Summary
Final Assessment
Emergency Risk Communication
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Glossary
Competencies
Resources
Developers
Section 6: Community Engagement
Q & A Sessions
5 of 8
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Q & A Sessions
Prepare and practice for questions from the public.
Strategies
Anticipate questions
that you think your audience(s) will ask and prepare responses.
Stay on message
. Use your responses as opportunities to re-emphasize your key messages.
Keep answers short and focused
. Your answer should be less than two minutes long.
Tell the truth
. If you don't know, say so. Offer to follow up with needed information if possible.
Paraphrase what you think the question is
to confirm what the person wants to know.
NEXT: Hostile Situations