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Strategic Communications for Service Crisis Management

The landscape of brand communications has undergone marked changes in recent years with the advent of digital technologies and social media. No longer is the brand experience confined to the domain of brick and mortar stores. When a service failure occurs, the experience of a single customer can quickly make its way to a wider audience and send rippling effects that could negatively impact a brand. How should brands prepare themselves to effectively manage their reputation in the event of a crisis or a service lapse?

This workshop will enable communication practitioners and management teams to adopt a proactive stance in developing and executing a strategic communications approach in managing an increasingly evolving and engaged group of stakeholders. 

  • Understand how brand communication is changing in the context of omni channel development
  • Be equipped with the basics of crisis preparedness and response skills
  • Develop crisis leadership skills and to protect the company’s reputation in a crisis
  • Learn how to handle the pressure of media enquiries during an issue or a crisis

9am to 5.30pm, 2 days

Mr Geoffrey Da Saliva
Senior Lecturer of Marketing

Associate Director for Talent, Retail Centre of Excellence
Associate Director, Talent Development for LVMH-SMU Luxury Brand
Singapore Management University

Geoffrey has spent some 36 years in industry prior to joining SMU. He held various appointments in private and public sector organizations primarily in the education sector. Over the last 17 years he worked at Temasek Polytechnic Business School where he held appointments as Course Manager in the departments of Marketing and Retail Management.
He actively works on company seminars and training courses in marketing and retailing.
He is the co-author with Professors Philip Kotler and Gary Armstrong in “Marketing: An Introduction (an Asian Perspective) published in 2007.

Ms Janice Armstrong


Janice Armstrong is a Singapore based associate with CS&A, a leading crisis and risk management company which has been operating in Asia for more than two decades. She has 30 years experience in issues and crisis communications, government affairs and media relations in Asia, Latin America and North America.

During the past decade in Asia, she held senior Vice President positions in Corporate and Government Affairs with several companies in the food, agriculture and pharmaceutical industries including Monsanto, GlaxoSmithKline (GSK) and Mondelez International.

She has comprehensive crisis and issue management experience with high profile, global and regional issues covering brand and product safety, major product regulatory and scientific issues, negative government policy decisions, hostage situations, coordinated campaigns by special interest groups and a variety of other corporate reputation issues. In addition, Janice has extensive media relation experience and has worked with reporters from 60 Minutes, New York Times, Washington Post, and Wall Street Journal. 

Adept at working in the complex and culturally diverse Asia region, she has led the development of strategic communication programs and stakeholder mapping focused on supporting business objectives. She has also counseled senior business leaders on issues and crisis management, media relations, public speaking, internal and external communications, and government affairs strategy.

Janice has held several leadership positions in the business and public policy sector in Asia including past board member of the Singapore American Chamber of Commerce and the US-ASEAN Business Council. She has also chaired the ASEAN Task Force for PhRMA, a pharmaceutical industry association.

She has received several awards throughout her career from the Public Relations Society of America and was nominated for the Public Affairs Asia Gold Standard Award for Professional Excellence in 2012.

Prior to her corporate career, Janice was a press secretary for a political party in Canada and a political lobbyist for a Canadian teachers’ union. Janice holds a Bachelor of Journalism Degree with Honours from Carleton University in Canada.

SGD 2,675 (including 7% GST) per person

WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

  Singapore Citizens/ Singapore Permanent Residents
Full course fee SGD 2,500
WSG grant SGD 1,750
Nett course fee SGD 750
7% GST on nett course fee SGD 52.50
Total nett course fee payable, including GST SGD 802.50*
Additional Subsidies Available:
SkillsFuture Mid Career Enhanced Subsidy of SGD 500 (applicable to SCs over 40 years old)

Total nett course fee payable, including GST after additional funding



SGD 302.50

Enhanced Training Support for SMEs of SGD 500 (applicable to SCs/ PRs) 

Total nett course fee payable, including GST after additional ETSS funding


SGD 302.50


If you are a NTUC member, this programme is eligible for UTAP (Union Training Assistance Programme). To apply, visit here.

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.

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Last updated on 08 Mar 2018 .