Incident Management Training


Incident Management Training is designed to assist and teach teams the essential skills and techniques required for managing an incident effectively thereby ensuring that it is successfully resolved. High profile incidents such as the British Airways IT incident and the BP Deepwater Horizon incident in the Gulf of Mexico have shown the consequences of poor Incident Management. You may believe that your organisation has an excellent plan in place but do your staff have the required skills to implement it effectively? This training is aimed at team levels - Strategic (Gold), Tactical (Silver) and Operational (Bronze). Subjects covered throughout the duration of this training can be tailored to the requirements of each team depending on their specific roles and responsibilities. Each of the training days has a strong interactive element to it and all participants will be given several opportunities to practise the skills they have acquired throughout their training. The materials and techniques used throughout are based on best practice and many of the techniques taught are used by the government, military and emergency services to train their senior managers in how to respond to incidents.

PlanB Consulting offers either a half-day or a full-day training course.


Incident management training

PlanB Consulting have an Incident Management model they use during Incident Management training. All elements of the model will be taught on both the full and half-day course. On the full-day course there is more opportunity to look at each element in depth.

For different levels of teams the emphasis on each of the elements covered will be varied; for example a strategic team’s emphasis could be on communications and reputation management while for an operational team the focus may be on the team working element.

1. Invocation
Invocation covers the identifying of incidents, the different types of incidents and when would your organisation invoke their plan. A discussion is facilitated during which a number of different incidents are covered such as where the loss of an asset has occurred and also an event where reputation has been affected. The aim is to detect and discuss which incidents would have a major impact on your organisation and cause you to invoke your plan.

2. Team working
This covers where the team would meet and the facilities the team would need for managing an incident. It also looks at how incident team meetings would be conducted, how the team would interface with other teams (known as battle rhythm), implement their plan and how the team would monitor its tasks, recovery actions and activities.

3. Decision Making
PlanB Consulting have developed their own decision making model based upon the Police National Decision Making Model. This section looks at situational awareness, identifying the key issues associated with the incident and the implementation of the decision making model.

4. Information Management
This section looks at the managing of the information during an incident and ensuring that key information is identified. It covers the use of administration personnel to help manage incident boards, using CRIPs (Commonly Recognised Information Picture), the logging of information, the legal aspects of incidents and the use of defensible decision making.

5. Communications and Reputation Management
Communicating with the relevant parties in a timely and efficient way using the most appropriate media is one of the more important activities that the team will carry out during an incident. This section looks at all aspects of managing communications during an incident. The syllabus covered depends on the level of the team undergoing the training. For strategic teams developing a communications strategy this would entail developing the organisation’s “message” of the incident, the use of social media and the use of interfacing with the media. For operational teams the course would concentrate on communicating with key interested parties and adopting the organisation’s “message” for onward communication to staff, customers and anyone else they are responsible for communicating with.

Types of training

PlanB Consulting has delivered a wide variety of different types of incident training. These have included:

  1. Crisis Management and crisis communication training for the senior managers of a government science agency
  2. For the last two years we have delivered a series of day long incident management training courses for DHL Managers 
  3. Training for the senior management team of a trading organisation in Norway and a Bank in Luxemburg
  4. Bespoke training for staff who would have to deal with telephone calls from the relatives of staff involved in an incident
  5. Development of a two day training course for the Duty Managers of an organisation involved with railway maintenance who would respond to an out of hours incident

In all cases the courses were bespoke to the requirements, risk profile, terminology, plans and specific requirments of the organisation. If you have a training requirement we can design a bespoke course to meet your needs!

Who should attend

Incident management training is suitable for all employees, specifically those with a role in an incident team. This course will equip delegates with the skills and techniques required for successfully managing an incident. The day’s training can be tailored to the particular needs of your organisation and for those involved. 


If you would like the session bespoke to your organisation’s particular needs or the skill level of your incident management staff, PlanB Consulting will spend time with you in order to do this.  We will learn about your organisation, review its plans and its Business Continuity systems and teach you how to utilise them effectively. A one-off fee will be charged on a day rate depending on the amount of tailoring you may require and this fee may be waved is a number of courses are booked.

DHL's preferred supplier

We are DHL’s preferred supplier of Incident Management training - DHL's training webpage.

Location: In-house

This course is available as an in-house option only from PlanB Consulting.

Recent Feedback

'I would also like to take this opportunity to thank you for without doubt the best course I have been on in my 9 years with DHL very well constructed and delivered by yourself (Laura).
I eagerly await one of your prized certificates.' 
Peter DHL

“The course was extremely useful and both I and my line manager are enhancing our plan to the standards to which we have been shown. We have not had the opportunity to use this learning which is clearly a blessing but certainly feel more prepared if such an occasion was to arise.  As for improving the course well I’m struggling with suggestion as the content especially the phone call interaction was very good.” Peter Woods, Operations Manager, NHS Supply Chain, Maidstone.

'The course was brilliant and have told my manager who will be attending with you when possible. I thought it was brilliant [and] have told upper management to make a whole day free, they are totally onboard after me returning with such enthusiasm from your of the better courses out there carry on the good work'. - Terry Orpe, Compliance Manager, DHL

‘Useful insights gained into incident management’ – Government Agency

‘Workshop was a useful mechanism to highlight key issues and simple tools to use on the day’ – Government Agency

‘Good pitch in terms of level, appropriately paced and engaged well with delegates. Achieved a good result and useful thoughts for group’ - Government Agency

To book a training session

Contact PlanB Consulting on 0871 663 7799 , email or click the Book button below.

Book this course