Monday, September 22

4:45 p.m.
Networking Reception
Join participants from Monday's The Art of Issues Management seminar for a relaxing and enjoyable gathering. Location: Statler Lounge (located in the lobby of the Capital Hilton)
               1001 16th Street NW

7:00 p.m.
Group Dinners (at participants' expense)

Tuesday, September 23

7:30 a.m.
Registration and Breakfast

8:00 a.m.
Introduction to Risk Communication

• Risk = Hazard + Outrage
• Four kinds of risk communication
• Risk communication games

10:00 a.m.
Break

10:15 a.m.
Crisis Communication: The High-Hazard, High-Outrage Risk

• Avoiding over-reassurance and overconfidence
• Validating fear and other emotions
• Other crisis communication strategies

12:00 noon
Lunch

12:45 p.m.
Outrage Management: The High-Hazard, High-Outrage Risk

• Stake out the middle
• Acknowledge prior misbehavior
• Acknowledge current problems
• Give away the credit
• Share control and be accountable
• Get underlying issues on the table

3:00 p.m.
Outrage Management (continued)

• More outrage management strategies
• Dealing with the "outrage industries": media and activists
• Dealing with your own management's outrage

4:15 p.m.
Closing Remarks and Evaluation

4:30 p.m.
Adjourn