CN Case Study

In May 2016, CN engaged Counsel to design and conduct a full-day training session with the company’s senior staff, complete with both a training component of best practices, followed by a crisis simulation. The goal of the session was to ensure staff across the country were prepared to react and support any crisis scenario and participate in media interviews effectively under tense conditions and with minimal information.

CN had several new employees on the team with minimal experience in crisis situations and limited or no experience in railroad emergencies. It was also an important opportunity for the broader team to practice their crisis response and interview skills under pressure.

In advance of the session, Counsel worked with CN to develop a crisis scenario that simulated the first six hours of a major train derailment that escalated during the day (this included rumours, fire, political scrutiny, explosions, and fatalities).

The team received regular updates from the “Incident Commander” and then rotated through a series of interview stations which included live TV interviews, including interviews with a high profile retired journalist, scrums, press conference and social media responses. Each person participated in every interview station maximizing practice time.

At the end of the session, we reviewed best practices and the day’s highlights. Following the session, each team member was provided with copies of their interviews and a summary sheet of what was done well and opportunities to improve.