Citizen Phone Crisis Training

In order to give the participants of the training an introduction to the topic, theoretical basics of crisis communication as well as action strategies for the telephone service in the event of an incident were first conveyed within the framework of an impulse lecture. Then it was time for the live simulation: the InfraServ team was confronted with several fictitious crisis cases and had to deal with the diverse requests and needs of the callers in small groups. During the calls, our team took on the roles of concerned residents of the industrial park, emotionally upset relatives and even children. Working in small groups, each trainee was able to take multiple calls and receive individual feedback from our trainers afterwards. After each round of calls, all participants came back together in the large group to share their experiences and common learnings.

At the end of the training, the trainees also had the opportunity to provide feedback: Overall, all participants were very satisfied with the citizen telephone exercise and were able to take away helpful learnings, tangible practical skills and relevant experience. The InfraServ team particularly emphasized the sensitization and self-assurance gained as well as the self-confidence on the phone, especially when children call, in order to master critical situations in the future. In addition, the participants were able to derive some optimization approaches regarding internal communication and alerting processes for their project team from the citizen telephone training. This will enable them to respond even faster and more competently to calls from the public in the future.