Over the past 25 years, CS&A has been devoted to the mission of helping our clients continuously enhance their crisis resilience by delivering customized risk, crisis and business continuity management best practice solutions and services through the following approaches:
CS&A offers a customized approach to clients’ particular situations and requirements. Our team of experts provides an in-depth analysis and critique of clients’ crisis management capability and develops bespoke sustainable practical solutions, including the following services:
Integrated Business Contingency Planning
CS&A helps clients anticipate, prevent, mitigate, respond to and recover from crisis by via the application of our integrated Business Contingency Planning Framework©.
CS&A has developed a number of unique tools and solutions to help prevent, prepare for and manage crises more effectively. In addition, via our selected preferred partners, we offer BIA (Business Impact Analysis) and BCP tools, as well as a crisis mass alert and notification system. Click HERE for more information.
Caroline Sapriel is the founder and Managing Partner of CS&A, a specialist risk and crisis and business continuity management consulting firm with offices in Hong Kong, the United Kingdom, Belgium, The Netherlands, Singapore, and the United States. With over 25 years’ experience in risk and crisis management, Caroline is recognized as a leader in her profession and acknowledged for her ability to provide customized, results-driven counsel at the highest level.
Over the years, Caroline has advised senior corporate executives in high-risk industries internationally. Her multi-disciplinary background and experience has enabled her to provide clients with an in-depth analysis of their crisis management capability as well as help them develop effective risk and crisis response organizations and stakeholder and reputation management strategies. She has been directly involved in helping clients manage crises in the oil and gas, chemical, transport, shipping, aviation, pharmaceutical and consumer product sectors.
Caroline is an accomplished trainer, facilitator and coach in risk, issues and crisis management as well as in communication skills. As such, she has coached many senior executives at leading multinational corporations internationally.
Caroline regularly speaks at international conferences and seminars on risk and crisis management. She is a guest lecturer on corporate crisis management at the University of Antwerp and at the graduate school of public administration of Leiden University.
Caroline is a member of the Business Continuity Institute, of the International Association of Business Communicators and serves on its global ethics committee, and of the European Association of Communications Directors. In 2011, she received a Gold Quill Award from IABC for her firm’s 10 Commandments of Crisis Management. She has authored many articles on the subject of crisis management and co-authored two books – Crisis Management – Tales From the Front Line and 25 years of Crises in Review: The Good , The Bad and The Ugly – with CS&A Senior Partner Dirk Lenaerts.
Prior to establishing her own consulting firm, Caroline held various senior management positions with international communications consultancies where she helped clients respond to crises and enhance their crisis communication capabilities.
Caroline is fluent in French, English, Spanish, Hebrew and Mandarin, and holds a
BA degree in Chinese Studies and a BSc degree in International Relations.
Dirk Lenaerts is Joint Managing Director of CS&A. Dirk works with clients internationally to assess risk, evaluate their crisis management capabilities and designs response structures and processes specifically suited to their organization, environment, culture, and the risks and issues they face.
Dirk Lenaerts is particularly involved in the development of products and tools, such as Crisiscom© and the FAtool©, that help clients enhance their risk and crisis management capability. He leads the research and planning of risk and crisis scenarios as well as the organization, management and debrief of crisis simulation exercises. He has developed and established integrated risk and crisis management systems for many of CS&A long-term clients.
His extensive experience in international business and his in-depth understanding of different management styles coupled with his analytical and problem-solving skills provide clients with the right combination of talents and expertise to help define and implement robust yet flexible crisis management strategies.
Prior to joining CS&A, Dirk Lenaerts worked for Western and Asian companies in Taiwan, Korea, Hong Kong and China, where he spent a total of eighteen years. He has also acted as a consultant to various manufacturers. Over the years, he has handled a variety of assignments including joint-venture and agency contract negotiations, and the establishment, transfer and restructuring of manufacturing facilities.
Dirk Lenaerts is also a guest lecturer at and advisor to the University City College Mechelen, Belgium, in the Department of International Business Management.
Fluent in Dutch, English, French, German and Mandarin, Dirk Lenaerts is able to counsel multinationals in diverse markets. He holds an undergraduate degree in Sinology from the University of Ghent, Belgium.
As CS&A’s Business Manager, Barbara Helmer supports the CS&A team in all aspects of business administration and liaison with international clients leads including contracts and finances. Barbara also supports and participates in the facilitation and delivery of client projects.
Prior to joining CS&A, Barbara’s 30 year career has covered Human Resources and Facility and Office Management across a number of industries and countries for companies such as Merrill Lynch, Carre Orban & Partners and Schering-Plough.
In the USA, where she lived for over a year, she managed the Financial and Purchasing Department of a shipyard in Louisiana, which produced Crane Barges for the Offshore Industry.
More recently Barbara worked in the hospitality industry in Italy, where she managed several luxurious Tuscan villas catering to international guests interested in high-end holidays including hands-on cooking classes with noted professional chefs.
Fluent in Dutch, English and German, Barbara is an accomplished Italian speaker and possesses the basics of French conversation. She is based in Amsterdam but works across the globe.
Louis Cauffman is an Associate with CS&A providing clients with specialized counsel and training in the areas of stress management as well as public and family assistance in preparation for and/or during crises. He designs and runs workshops for corporations, which recognize the impact of crises on employees, victims and next-of kin, and their associated multi-cultural sensitivities.
Louis Cauffman has extensive experience as a psychotherapist, particularly in family and systems therapy, groups dynamics and solution-focused therapy. He is involved in numerous international training and teaching programs.
Louis Cauffman is the designer of SolutionFocused Management, a brand new way of tackling day-to-day management challenges. This management method focuses on the exceptions to the problems instead of fixating on the problem-side of problems. These exceptions are then the starting points of an incisive new method of rapidly creating alternative solutions. Problem-solving hereby becomes obsolete and is replaced by solution-building. SolutionFocused Management enhances the manager’s capabilities of again becoming the creator of his own solutions.
Louis Cauffman is the Founder and Managing Director of The Bruges Group, an international holding of several training institutes in France, the Netherlands and Belgium.
In 1986, Louis Cauffman founded his own consulting firm, Integrative Management Institute, that specializes in consulting family businesses.
With his particular expertise in family and solution-focused therapy and his understanding the business environment, he helps CS&A clients manage and communicate more effectively with victims and next of kin in the high-stress context of crises.
He was recently a keynote speaker to the “First International Conference for Systemic Management” to be held in Vienna, during which he conducted a two-day seminar on Solution Management.
Louis Cauffman graduated in Psychology in 1980 from the University of Leuven, Belgium.
Ian Tope is a Senior Associate with CS&A based in the United Kingdom.
Through his experience in Senior Leadership positions in the oil and gas industry across the globe Ian Tope provides CS&A’s clients with best practice in Technical Safety Engineering, Process Safety Assurance, Project Management and Risk Management. To date, he has conducted a number of Technical Integrity and Process Controls audits for clients in the Oil and Gas industry.
Prior to joining CS&A, Ian Tope had a long career in Shell in various locations around the globe. The majority of his career was in Safety Engineering, including positions such as Chief Safety Engineer for Shell Upstream Americas and Global Process Safety Assurance. He has also had roles in plant management and project design, construction and commissioning.
Ian Tope is a chartered engineer and member of the Royal Institute of Naval Architects (RINA). He studied at Brighton and Edinburgh Universities in the UK and has a B.Sc. (1st Class) in Building and M.Sc. in Fire and Explosion Safety. He has been a member of several industry bodies including chairing the UKOOA Hazard Management Sub-Committee and a member of the API workgroup that prepared the Recommended Practice “Design of Offshore Facilities Against Fire and Blast Loading”.
Koen is a Senior Consultant with CS&A International based in Belgium working with clients internationally. Koen joined CS&A in 2010, and has been working with clients to develop and implement risk management systems, develop crisis processes, establish stakeholder mapping and scenario planning capabilities, as well as overall business continuity and contingency planning. He is particularly involved in all crisis exercises including designing scenarios and developing and controlling simulation drills in close cooperation with CS&A’s partners the University of Maryland Center for Conflict Resolution and Management.
He helps design and deliver CS&A’s risk, crisis and business continuity training programmes, conducts audits in risk and crisis management and implements CS&A’s own crisis readiness diagnostic CrisisScan© for a wide range of clients across industry sectors.
When not working on client projects, Koen conducts research into current best practices and case studies to ensure that CS&A continues to lead in the field of risk, crisis and business continuity management. He also contributes to the updates of CS&A’s tools including Crisiscom©, CrisisScan© and their customised application.
Prior to joining CS&A, Koen had wide-ranging experience in the distribution sector, assessing risks and optimising the supply chain and had an extensive traineeship at Atlas Copco in Shanghai.
He is fluent in Dutch, English, French and studied Mandarin. He holds a degree in International Business from the University College of Mechelen, Belgium.
Of Russian nationality, Lina Kolesnikova is an Associate with CS&A based in Brussels, with extensive experience in both the governmental and non-governmental sectors including the OSCE (Organization for Security and Cooperation in Europe), the Centre for European Policy Studies (Brussels-based think-tank) and the International Crisis Group (international NGO working in conflict prevention). She counsels clients in conflict resolution, NGO and stakeholder relationship management, and European energy supply and security issues.
Lina has advised on relations between ex-Soviet Union Republics and Western countries and is familiar with the socio-political economic environment and issues of this region.
Lina researches and writes on a wide range of topical issues arising from recent and current events on the global scene, and is a frequent speaker and moderator at international meetings and conferences. Her latest publications include articles on crisis management in the Crisis Response Journal.
Prior to joining CS&A, she was public relations manager for a large financial institution. She has also held various teaching assignments in Russian political history with Universities and NGOs in Russia. She has been a coordinator of ICONS, the University of Maryland’s on-line strategic conflict resolution and crisis management tool, now brought to the private sector exclusively by CS&A.
During her work for Interweek forum (NGO at Novosibirsk State University), she managed all trainings and workshops with up to 1,000 participants every year. She co-ordinated all activities and communication with the Club of Rome, Gorbachev’s Fund, state and local public authorities, various Ministries and NGOs, the World Bank, and The Russian Parliament, among others.
Lina holds an MA Degree in History (Novosibirsk State University, Russia), a Post-graduate Degree in International and European Relations (Amsterdam School of International Relations, the Netherlands) and a Post-graduate Degree in Risk, Crisis and Disaster Management (Leicester University, UK).
She also holds certificates from the United Nations Institute for Training and Research (UNITAR) on peacekeeping and international conflict resolution, global terrorism, arbitration and alternative dispute resolution, international humanitarian law, and negotiation of financial transactions.
Alan Morrison is an associate of CS&A based in Tunis, Tunisia, providing clients worldwide with expert counsel on all types of business continuity, crisis management and emergency response issues. Alan has 20 years experience in the British Diplomatic Service and has worked in London, Bangladesh, Islamabad, Ottawa and Hong Kong.
With extensive experience in writing emergency and business continuity plans for British diplomatic missions Alan is an expert in maintaining organisations core functions throughout a crisis or business continuity event. Specifically Alan has drafted contingency plans that deal with real threats to the operation of British missions including such diverse threats as terrorism and pandemics.
In addition to this, Alan set up, trained and led the British Rapid Deployment Team based in Hong Kong. This is a team of highly trained officers ready to deploy to any crisis in the South East Asia region. His current duties in Dhaka include planning the rescue of forced marriage victims in Bangladesh and increasing the resilience of the British network across the South Asian region to respond to crises like the Mumbai attacks and the Bangladesh Rifles mutiny, amongst others.
His responsibilities in these areas have given Alan first hand experience in responding to real crises, like the Asian tsunami and the Bali bombings of Oct 05, and more recently the Mumbai Attacks, but also gave him extensive experience in training and testing emergency response mechanisms. This includes running real time practise deployments and other emergency and business continuity scenarios.
Frontline response to crises, as part of the British Government, has exposed Alan to dealing with victims and their families in highly charged atmospheres as well as dealing with an often hostile media. His skills honed in this area, Alan, recognises that good customer care and co-ordinated media handling is one of the keys to good reputation management and protection.
Having operated from secure buildings and worked in classified environments, physical security and information protection come as second nature to him and he is experienced in good security techniques and in assessing security situations. This is a key asset when he has had to operate in potentially dangerous arenas, like responding to a terrorist event or rescuing a victim of forced marriage.
Alan is a member of the Business Continuity Institute and is currently studying a Masters in Business Administration through the Open University.
Cathy is a former Brussels based correspondent for both the BBC and GMTV and was a main presenter of Channel Four News in the UK.
She has worked as a reporter for RTHK in Hong Kong and for Radio New Zealand in Auckland.
Cathy specializes in media and crisis training as well as conference moderating for a wide range of international clients. She also presents European Journal, a weekly magazine program for the German international broadcaster Deutsche Welle TV.
Laurent Buffeteau is an Associate with CS&A, based in France working with clients in the French speaking market as well as internationally. With over 25 years’ experience in risk, crisis, and business continuity management, he brings to CS&A clients his extensive expertise in public and corporate relations and his ability to evaluate and deal with wide-ranging business risks to help them enhance their crisis and business continuity management capability.
Prior to joining CS&A, Laurent was responsible for crisis management for the Michelin Group. This included establishing a risk mapping system and implementing prevention, detection, crisis preparedness, business continuity management and recovery strategies and plans. Laurent was particularly involved in the setting up and training of a network of over 250 crisis and risk specialists across five continents where Michelin maintains operations.
Laurent began his career as a student in the French Military Academy of Saint-Cyr, and was quickly called upon to evaluate and manage operational and strategic risks everywhere he was around the world, as the head officer in charge of different operations.
Upon War College graduation, he returned to the French Military Academy of Saint-Cyr, yet this time to train the young student officers of the French army, Saint-Cyriens, to cope with risk and crisis.
He then moved to the US for three years during which he essentially worked on areas involving risk taking such as prevention, protection and business continuity, all based upon real crises. Back in France he put into practice these different concepts on international and domestic crisis at the highest level.
Laurent is fluent in French and English and holds an MA from La Sorbonne University/Paris. Lastly, he holds the French Legion of Honor medal.
Whitney Foard Small is a Senior Associate of CS&A based in Bangkok, Thailand. With extensive experience in crisis communication and management across industry sectors, Whitney is ideally suited to work with CS&A’s clients at the executive level.
A veteran in the field of communications, Whitney Foard Small’s career has spanned the full spectrum of public affairs – from crisis communications, corporate and product communications to CSR, technology, digital and marketing communications.
In her previous position as Ford Motor Company’s Regional Director of Communications for Asia Pacific and Africa (APA), Whitney leads a team of 42 communicators in the research, planning and execution of product and corporate communications programs in 11 markets across the region. In this role, Whitney has transformed Ford’s APA Communications function into an extremely nimble regional team sharing centralized resources to tell the Ford story to every audience and for every product.
Prior to joining Ford Motor Company, Whitney served as Asia-Pacific Managing Director for The Hoffman Agency from 2002-2006. Overseeing seven offices throughout Asia Pacific for the agency, Hoffman continued to grow or maintain their staff and industry leading position in each Asia Pacific market, despite the IT and general economic downturn that hit during her tenure and the SARS outbreak in 2003.
Whitney’s time at The Hoffman Agency was preceded by five years at The Walt Disney Company, from 1996-2001, where she led the integration the marketing and sales teams and enabled them to achieve three record years, despite the 1997 Asian financial crisis. Whitney’s strategy and planning teams also achieved a reputation for highly accurate forecasting, allowing them to gain greater investment backing for their business plans and move Asia Pacific from last to second place in regional funding.
Earlier in her career, Whitney led a team of consultants as Managing Director for Burson-Marsteller’s Thailand operations from 1991-1996. While there she successfully grew the company six fold – from loss to profitability – through a combination of strategic new business wins, client retention and support for the team. Under her watch, Burson-Marsteller Thailand was honored in 1995 by the King of Thailand for work in AIDS education, and received an honor from Mahidol University School of Medicine for efforts in child nutrition education.
A Chinese and occasional Thai speaker, Whitney is an Associate Member of the Foreign Correspondents Clubs of Hong Kong and Thailand, where she has been elected to the Board of Executives three times, and a Corporate Member of the American Chamber of Commerce in Shanghai and the US-China Business Council. A graduate of the University of Minnesota, Whitney also studied at Nankai University in Tianjin, China.
Robyn Joseph is a director of RJ Inc, a Hong Kong-based CS&A Associate company. Robyn has been a consultant in the field of issues and crisis management for twenty years. The first of these ten years she was based in Australia. The second ten years she has been based in Hong Kong, practising across Asia, but primarily in Hong Kong, Singapore, China and the Philippines.
Robyn’s particular areas of expertise are industrial incidents with both environmental and occupational health and safety implications; and complex legislative and legal situations, such as incidents that emerge through whistle-blower and media rumour, that threaten corporate reputation.
The nature of these two types of crisis are quite different. The first is based on a specific incident, while the second is often based on supposition and rumour. The management techniques required for each of these is quite different. Robyn is an experienced crisis preparedness trainer, who has developed crisis management procedures, and trained crisis management teams to handle both types of incident.
Robyn also works in the area of risk assessment and audit. It is not unusual for corporations to assess physical risk, but many companies have not considered the potential damage and cost of communication or reputation risk. Robyn works with corporations to assess risk; and to identify and prioritise risk to corporate brand and reputation. Once identified Robyn works with corporations to implement strategies to correct and minimise the risk, and ultimately to manage those risks that are part of the corporation’s business.
Prior to joining CS&A, she held director positions with international public relations consultancies Hill and Knowlton and Golin/Harris. Robyn holds a Bachelor of Business Communication from the Queensland Institute of Technology.
Suzanne Druce is Executive Consultant with CS&A based in Singapore representing the firm’s interests in the Asia region.
With 25 years in financial and general management for a range of service companies in Europe and Asia, Suzanne’s role comprises strategic development, providing support and maximizing synergy on specific client projects, and support to the growing number of associates in Asia.
Suzanne’s area of expertise and personal interest is in enabling companies, and the individuals driving them, to grow their businesses to the next level. Suzanne brings definition and clarity to business models, eliminating what doesn’t work or isn’t practical. Suzanne’s consulting practice in Singapore nurtures entrepreneurs in start-ups at various phases; and also consults more established companies on the systems, processes and funding to step them up to growth.
If you ask Suzanne what she enjoys most in business, she will tell you that by translating corporate/ finance jargon and legalese into common-sense language and everyday situations, she helps clients consolidate their profits and sustain core values as they grow.
As part of the CS&A team, Suzanne helps our clients to map crisis and risk management tools and programs to their organisation and to evaluate and mobilise their resources.
A long term resident of Asia, Suzanne has spent many years in Hong Kong, Vietnam, Indonesia, Malaysia, and is now at home in Singapore.
Linda V. Fancy is an Associate of CS&A International based in Hong Kong. She offers stress management and leadership resilience training and coaching to CS&A clients as an important part of the overall risk and crisis management preparedness.
She is the founder of the MeManagement self-regulation system, and has extensive experience working as a certified neuro-linguistic programming (NLP) practitioner, crisis management specialist, mental freedom facilitator and personal coach. Her experience in soft skills development and long-standing collaboration with CS&A has given her valuable experience as a corporate trainer in crisis leadership, self-management, and stress support services. Her working experience enabled her to recognize that despite having all the right systems and procedures in place, at the height of any crisis, effective self-management boils down to steering your attention rather than being led by your emotions.
Linda developed the MeManagement system while working with relief workers in a UNICEF and ministry of mental health initiative in Sri Lanka following the Asian tsunami. Her job involved providing the workers with self-management tools and techniques to prevent personal identification and conditioning getting in the way of their professional consultation in such traumatic conditions.
MeManagement is a system of self-transcendence to regulate your focus of attention. It provides self-awareness into conditioned responses, and self-management techniques to detach from negative thoughts and influences before they become an emotion. Linda facilitates MeManagement workshops throughout Asia and at her retreat centre in India.
Linda also volunteers her time as a member of the Disaster Relief Fund Selection Team for the NGO Service Civil International in their efforts to provide disaster relief for natural disasters globally.
Semmy Huang is an Associate of CS&A International based in Hong Kong looking after clients in the Greater China Region. A seasoned consultant in crisis communication, media and corporate communication, Semmy has counselled many companies across industry sectors over the past 25 years.
Over the years, Semmy has worked with a number of communications consultancies as well as De Beers Diamond. She has supported organisations in the area of issues and crisis management as well as media relations and strategic reputation plans.
She has been a reporter and an editor with various news publications in Taiwan.
A native of Taiwan, Semmy holds a BA in Journalism and is fluent in Mandarin, Cantonese, Taiwanese and English.
Sujit Mittra is an Associate with CS&A, based in Singapore. In addition to being a Branding & Marketing professional, he has extensive cross-cultural experience in managing corporate and crisis communications in a large company environment in economically and culturally diverse markets in Asia. Sujit worked with American Express for over 21 years in a variety of marketing and corporate communications roles, first based in India and then in regional roles based in Singapore.
In American Express, Sujit was a key member of the Crisis Management Team for the region and has personally handled several crisis situations that directly put the corporate reputation and the company’s people, customers and physical security at risk. These included the bomb attacks in Jakarta and Bali, the Tsunami in several Asian markets, the SARS outbreak as well as situations arising out of restructuring, JVs and sale of business in the region. He has also personally trained senior company leaders on media interactions with special focus on Risk Preparedness and Communications.
For many years, Sujit served as a regional spokesperson for American Express. He has also addressed several industry seminars and conferences in the area of Crisis Communications, Marketing and Branding in the ASEAN region, India, Korea and Australia. Sujit’s branding and marketing expertise is invaluable in helping clients protect and enhance reputation in a crisis.
Sujit has an MBA in Marketing & Finance from Indian Institute of Management, Bangalore, India.
Thomas Helmer is a Senior Director with CS&A based in Hong Kong. Prior to joining CS&A, Thomas Helmer had a wide-ranging career in Shell, which included assessing the effectiveness of risk management, business contingency planning and continuity, crisis management and emergency response. For the last two years he was Senior Director QMHSE with Maersk Drilling, the leader in offshore drilling technology.
Through his experience in Senior Leadership positions in the oil and gas industry across the globe ranging from on- and offshore operations, defining policies, strategies and processes, setting standards, auditing and benchmarking, Thomas Helmer provides CS&A’s clients with best practice in crisis management, business contingency, continuity planning and emergency response. He is instrumental in the design and delivery of CS&A’s assignments in the oil & gas industry internationally.
He has staged numerous emergency response and crisis simulation drills involving all parts of the response process, from operations, logistics, and communications to issues and reputation management.
At the beginning of his career, Thomas Helmer worked for Shell Tankers B.V. for 3 years. He is a Fellow of the Institute of Marine Engineering, Science and Technology (FIMarST), the Institution of Mechanical Engineers (FIMechE) and the Energy Institute (FEI). He is also a corporate member of Institution of Occupational Safety and Health (MIOSH) and International Institute of Risk and Safety Management (MIIRSM).
He holds a Bachelor of Science degree in Marine Engineering, as well Marine Engineering qualifications.
Mark Hooper is an Associate with CS&A, based in Hong Kong. Mark most recently was Vice President – Communications & Marketing, Boeing Commercial Airplanes (BCA) for The Boeing Company, until October 2014, where he was heavily involved in corporate issues and crisis management.
Mark’s area of expertise is in aerospace and aviation, where he worked for almost 30 years. During that time he worked a number of high profile issues related to product and engineering safety, union relationships/contracts, airplane accidents and events, product quality issues and many other events.
At Boeing, Mark led a team of 120 communications and marketing professionals responsible for media relations, crisis communications, digital communications (and other corporate communication functions). In the last four years, he led the commercial airplane team in developing strategy and actions to deal with the 787 production process and 2013 battery issue, union negotiations with its two primary unions, and the two Malaysia Airlines (MAS) incidents in 2013, including the MAS flight 370 disappearance and shoot-down of an MAS 777 in Ukraine, and the Asiana 777 accident in San Francisco.
Mark has been living and working in Asia for almost 15 years, and while in Asia, led a Communications team with staff in Japan, China, Singapore, India, Korea and Australia, handling issues and crises in all of these markets, and others such as Indonesia, Taiwan and Malaysia. These events ranged from airplane accidents in Indonesia, South Korea, China and Taiwan, an airport aircraft fire in Japan, union actions in Australia, to the tsunami in Japan, among many of the examples.
Prior to joining Boeing, Mark worked in radio and television broadcasting in the United States, and has taught at a number of colleges and universities over the years. Mark also has produced and directed a number of independent and corporate broadcast projects.
Mark is presently a member of the American Chamber of Commerce in Hong Kong, and Asia Society (Hong Kong).
Mark holds a B.A. degree in Communications and an M.A. degree in International Politics from Washington State University in the United States.
Ann Morris is a Washington, DC-based CS&A Associate. Ann has more than 20 years of experience in national news media, corporate, and nonprofit communications. Her expertise is in crisis communications, public relations, strategic communications, and media relations.
Ann began her career as a journalist, starting in national network television news at ABC News while she was still at university. Upon graduation, she worked for the network full time as researcher for “This Week with David Brinkley” and as a production assistant. From there, she became a reporter at the weekly national news magazine U.S. News and World Report where she covered international and domestic news for four years.
At the national headquarters of the American Red Cross, crisis preparedness and response were her daily focus. Ann helped manage the communication response for dozens of crises including the 1999 Oklahoma tornadoes, the earthquake in Turkey and the Kosovo crisis for which she planned and managed a relief mission and media tour to Macedonia. She worked hand in glove with communicators and local leadership at the more than 700 local Red Cross chapters about communications efforts prior to, during and after a crisis. This included sharing with them the national communications strategy, making sure they understood all its elements and how best to translate it to their local communities.
As vice president of external communications at United Way of America, one of the nation’s leading charities, Ann helped ensure that the more than 1,300 locally governed organizations had in place and knew how to use the organization’s crisis preparedness and response materials. And Ann was at United Way of America during the events of September 11th 2001. She helped coordinate the charity’s response efforts and served as one of the main spokespeople. Additionally, Ann worked closely with the New York branch of the organization to help manage communications for and about the September 11th Fund, one of the most successful charitable efforts to help people who had been affected by the events.
Ann also has been a vice president at Ogilvy Public Relations where she supervised media relations efforts for a major pharmaceutical company within Ogilvy’s award-winning Health and Medical Practice. Most recently, Ann was director of communications at Global Rights, the international human rights organization. While there, she and her team earned seven creative awards in three years. Ann holds a Bachelor of Arts from Miami University in Oxford, Ohio.
Mark Bernheimer is an associate of CS&A, based in Los Angeles and looking after the firm’s clients throughout the United States. With special expertise in media training, Mark calls upon a rich background in journalism. He is a former national correspondent with CNN, and a 16-year veteran of the broadcast news industry. His unique background in the news media offers a specialized perspective and rare skill set to assist clients in their dealings with reporters, particularly when preparing them for crisis communication. Therefore, Mark founded and is the principal of MediaWorks Resource Group. (www.mediaworksgroup.com)
Mark wrapped up his news career in 2000, leaving CNN’s Los Angeles bureau to apply his expertise in the area of private consulting and training. During his network news tenure, Mark covered all the major U.S. news stories, including the Monica Lewinsky scandal and subsequent impeachment of President Bill Clinton, the Oklahoma City bombing trials of Timothy McVeigh and Terry Nichols, the Washington, D.C. World Trade Organization riots, and the OJ Simpson civil trial. Prior to his employment at CNN, Mark worked as a free-lance reporter for Los Angeles television station KCAL. His work has also appeared on the National Geographic Channel, and on the pages of the Orange County Register.
Over the years, Mark’s one-on-one interview subjects have included Henry Kissinger and two California governors, as well as innumerable national political candidates and captains of industry.
Mark has worked with major corporations including Sun Microsystems, Nissan Motors, and Four Seasons Hotels, providing internal communications assistance, consulting services, and media training.
Mark has a B.A. in Telecommunications and Film from the University of Oregon, and is a member of the Public Relations Society of America.
With particular experience in high risk and controversial industries, CS&A works with the senior management of multinational corporations across industry sectors.
Association of Asia Pacific Airlines
Aviation Fuel Supply Company of Hong Kong International Airport
Cathay Pacific Airways
Malta International Airport
Ford Motor Company
The International Romanian Exchange
Anglo-Eastern Ship Management Ltd.
Pacific Basin Bulk Shipping Ltd.
Swire Pacific Offshore
The China Navigation Co Pte.Ltd.
British American Tobacco Co.
Louis Dreyfus Commodities
Over Arup Engineering Partnership
The International Association of Business Communicators
The International Iron & Steel Institute
The International Sulphur Institute
Toy Industry Europe
European Association for Communication Directors
Public Affairs Asia
Airports Council International
CCA International Ltd.
Holiday Inn Worldwide
Hyatt International Hotels
Marco Polo Hotel
The Mandarin Oriental Hotel Group
The Peninsula Group
The crisis management training and exercise conducted by CS&A International received excellent feedback from our team. It was prepared and delivered very professionally and generated very useful insight and a number of next steps which we must work on to reinforce our crisis resilience.Thibaut Helleputte,
CS&A provided valuable training for the key members of the Airport’s crisis team. The simulation exercise served well in triggering important decision making across the various departments, but also in testing our abilities as a group. Dirk and Koen did a great job at facilitating and co-ordinating the event!
CS&A has been working with AFSC Operations Limited of Hong Kong International Airport since the late ‘90s, providing support to some of our risk and crisis preparedness activities. In recent years, they have designed and managed periodical multi-party airport crisis simulation exercises on our behalf. These exercises have proven to be very beneficial bringing closer cooperation and collaboration among all parties involved. I have always found the CS&A team to be very experienced and professional in the planning, facilitation and evaluation of these events.
The CS&A team, dynamically led by Sapriel and Lenaerts, excels in covering every detail involved in the preparation for, delivery of, and debriefing from complex training and simulation exercises that focus on crisis and risk decision making. Their unique expertise makes them the go-to shop for complex negotiation and crisis management training and evaluation.Jonathan Wilkenfeld,
The depth of experience and expertise of CS&A has allowed Michelin in Africa, India, and Middle East better navigate and be prepared for issues and crisis management. The customized approach CS&A provides to us is greatly appreciated as our region is one of extreme diversity.Rebecca Lee,
CS&A’s media training was intense and very valuable. It is clear that they thoroughly understand the challenges of a live interview and how one comes across over broadcast media. The down-to-earth feedback was sometimes confrontational but just what we needed.Catherine Van Reeth,
CS&A is a strategic partner of Swire Pacific Offshore (SPO) in the development and update of our emergency and crisis procedures, training and conduct of crisis exercises in key worldwide locations of our business. Over the years, CS&A has also worked with various Swire companies to develop and review aspects of their crisis procedures to meet their changing business needs. We value their professionalism and customised approach in providing expert advice in this area of specialisation so that we can enhance SPO’s overall crisis preparedness and response capability.Neil Glenn,
I would like to thank the CS&A team for their knowledge and guidance concerning the construction of the crisis manual, the training sessions and the advice and monitoring during the actual simulation exercise.Captain Dave Watkins,
Crisis management preparedness and response have become even more essential for every business in today’s world of increased range of treats and wider scope of stakeholders. For the StarBev group of companies which is now operating in the fast changing enviroments of the emerging markets of Eastern and Southeastern Europe this is even more valid. That is why we are very glad to have chosen CS&A to conduct crisis management trainings and simulations in all StarBev countries. CS&A not only has a very good knowledge of the beer industry and its related business processes but it also constantly updates its programs to address and prepare clients for new challenges. CS&A’s ability to adjust the agenda to the particular social, cultural, regulatory and media environment makes their involvement even more valuable to us.Anton Karlov,
CS&A delivered a first-rate crisis training to our Belgian and European leadership teams. Pulling this together was a challenge given the tight timeframe, but the team came through from preparation to execution.Vincent Vanwijnsberghe,
I first worked with CS&A, while going through the review and renovation of Shell Venezuela’s EP Crisis Management Framework, in early 2002. During this time Caroline, Dirk and their staff applied a very structured approach to test the system under review, identify gaps and recommend area’s for improvement. The entire review, renovation, training and testing period took some 8 months, during which time Caroline and Dirk managed to draw on and integrate the wide experience base of their team in area’s of emergency management, crisis communication, process management and soft people skills. I experienced the CS&A team members as dedicated, focused and disciplined professionals, who all made significant contributions to the improved Crisis Management System of Shell Venezuela EP.John de Beus,
CS&A recently conducted crisis leadership training for Louis Dreyfus Commodities a world leader in the processing of agricultural products and the merchandising of a diverse range of commodities. Following the programme, participants said ‘it was a great experience, intensive, practical and useful.Guy Hogge,
Effectively managing risks and issues is key to crisis anticipation, detection and prevention. CS&A helps clients manage this process through assessments and the development of risk matrices, risk and issues registers and mitigating strategies and action plans. This also includes Market Intelligence, Stakeholder Mapping, Scenario Planning and other CS&A bespoke tools designed to help clients assess business impact and risk preparedness.
For more details on CS&A’s services in risk and issues management, click HERE to get in touch.
CS&A’s deep expertise in crisis management spans over 25 years working with clients across industry sectors internationally. From crisis preparedness audits, assessments and benchmarking, to the development of bespoke crisis procedures and plans to customised training, desktop and simulation exercises, CS&A helps clients enhance their crisis preparedness and resilience.
Learning from real crises and exercises is a key component of the crisis management capability improvement process. CS&A’s tried and tested case-study methodology helps clients capture and share lessons learned throughout their organisation to help ensure the same mistakes never happen again.
For more details on CS&A’s services in crisis management, click HERE to get in touch.
CS&A’s emergency response experts have helped clients in the optimization of their facilities, processes and competencies. From emergency personnel assessments, to the development of emergency management procedures, training and testing exercises, CS&A’s emergency response services include: control room and installation audits, self-assessment models, emergency communication planning, process and control room simulator training, mustering and evacuation procedures, telephone response and family assistance, scenario design, escalation drills and much more.
For more details on CS&A’s services in emergency response management, click HERE to get in touch.
Business Continuity Management (BCM) has become an integral part of organizations’ resilience capability and is closely linked to Risk and Crisis Management. As an early and active advocate of integrated Business Contingency Planning, CS&A helps clients develop business continuity strategies and tests them.
CS&A’s alliance with INONI offers clients a unique business impact analysis and business continuity plan management platform. Fully customisable to client organisations, the tool is closely aligned with ISO 22301, the International Standard for Business Continuity, and builds an integrated whole life-cycle management system.
CS&A is a member of the Business Continuity Institute and abides by its standards of best practice in business continuity management.
For more details on CS&A’s services in business continuity management, click HERE to get in touch.
Competent crisis teams are at the heart of any organisation’s effective crisis readiness. Over the past two decades, CS&A has developed a number of result-focused training and coaching methodologies that help enhance clients’ competencies in risk, crisis and business continuity management. This includes crisis leadership, issues and stakeholder management, scenario planning, reputation management, emergency management, After Action Reviews (AAR) and family assistance among others.
In addition, CS&A has extensive experience designing and conducting customized communication, spokesperson and media training programmes at the executive level.
For more details on CS&A’s training programmes, click HERE to get in touch.
A life-jacket must be periodically tried and tested to work when needed. Likewise crisis plans must be practiced and validated regularly to fulfil their objectives. Practicing and testing crisis preparedness is an essential component of effective crisis management planning and a sound business practice.
From desktop exercises to large-scale multi-locations crisis simulations, CS&A’s expertise in the design, organisation and facilitation of crisis exercises is recognised throughout the industry. Since its founding, CS&A has designed over 200 customized scenarios across industry sectors. Our in-depth research, meticulous preparation and professional facilitation, provide clients with an authentic, dynamic and challenging practice and testing experience.
CS&A’s use of secure web-enabled simulations platforms (Crisiscom© – ICONSnet) during exercises allows multiple teams to “play” from their own environment in different locations, practice internal and external stakeholder engagements and role-play social media and media communication “safely”.
For more details on CS&A’s exercise programs, click HERE to get in touch.
Professional audits are part and parcel of any risk and crisis management compliance programme. Professional external auditors provide organisations with a necessary objective eye. Whether working with our clients’ audit systems or applying our very own CrisisScan©, CS&A’s expert auditors in risk, safety, emergency, crisis and business continuity management will collaborate with your team to deliver effective audits that generate qualitative and quantitative data for compliance and improvement catalogues.
Knowing where your organisation stands in terms of crisis preparedness is the starting point to enhancing crisis resilience. CS&A auditors deliver audits globally across industries in twelve different languages.
For more information on CS&A’s auditing services, click HERE to get in touch.
When facing escalating issues or acute adversity, having access to external expertise can be a valuable resource. CS&A’s high calibre team is available to clients for ad/hoc and/or regular consulting on risk, crisis and business continuity preparedness and management. Individual phone consultation and coaching as well as on-call services can be arranged to support clients in the pre-during and post crisis phases.
For more information on CS&A’s consulting services, click HERE to get in touch.
Crisiscom© was developed by CS&A in response to clients’ crisis management challenges including among others: limited resources and manpower, crises affecting remote sites, decentralized CMTs (Crisis Management Teams), and the inaccessibility of key executives due to travel, out-of-town business, leave and generally busy scheduling.
Crisiscom©‘s VCME enables crises to be managed by multiple CMTs: anytime, any place and anywhere, via a laptop computer, tablet or smart phone, a telecommunications link and the Crisiscom© interface. The system’s ease of use, accessibility and functionality makes it the crisis management tool for the 21st century. . . .
When activated, Crisiscom© automatically alerts CMT members by broadcasting a crisis alert code to all mobile contact numbers. Through its two main functions of Critical Information Management and CMT Automation, it provides:
1. Real-time VCME with access to:
• Database, intranets, websites
• Crisis Materials
• Operational Materials
• Contact Directories
2. Instant updating of materials throughout the Crisiscom© network;
3. Immediate transfer of text and visual information throughout the network
1. A centralized “real-time” logging system;
2. Multiple interactive Briefing Rooms for use by various CMT members i.e., Crisis Leader, Public Affairs, Human Resource, Operational and Legal, etc.
Crisiscom© is a uniquely flexible system that can be adapted to your crisis management organization, structure and requirements.
Crisiscom© only uses proven technology. It is the utilization and application of that technology which makes Crisiscom© both innovative and unique. Crisiscom© incorporates:
• Fire Walls Encryption
• end-to-end GSM security
Crisiscom© can provide a fully redundant system based on three independent servers and server mirroring for guaranteed reliability.
Crisiscom© can be set up as a stand-alone or service application.
Users of Crisiscom© can be connected to the network via:
• Leased lines
• Virtual Private Networks
Crisiscom© can be organized:
• By Business Division/Operating Companies
• Project by project
Crisiscom© is a live system for use during:
• Crisis exercises
• Crisis training
• Non-crisis communications as a project or general communications tool
As such, Crisiscom© is available to clients as a permanent application or for testing & training purposes on a temporary leased time basis.
Crisiscom© instantly removes crisis resource, communication and administration bottlenecks
Crisiscom© provides a genuine global crisis management capability
Crisiscom© ensures continuity, accuracy and security of information
Crisiscom© enables truly proactive crisis management
For more information or a demo, please click HERE to get in touch.
Online Strategic Simulations
A traditional crisis simulation exercise conducted over a few hours mainly tests and practices short term operational response to a given crisis scenario. It does not allow for the exploration of the noises, signals and issues that may lead to a crisis nor for the practice of the extensive and complex crisis implications, which are usually encountered over the longer term and may be more damaging than the first few hours of the event itself.
In today’s ever-changing risk environment and stakeholder scene, the enhanced ability of an organization to steer its course is critical to address complex business challenges and define sustainable strategies effectively.
Can you enhance your ability to pre-empt, prevent, mitigate and recover from any adverse situation?
The ICONS Project, the training arm of the University of Maryland Center for International Development and Conflict Management (CIDCM), offers professional-level and executive training programs that incorporate multi-player, real-time simulation exercises.
Initially developed for and applied to the academic and public sectors, CS&A is collaborating with ICONS to deliver simulations to the business and corporate environment. Combining CS&A’s hands-on practical risk and crisis management expertise with CIDCM’s academic insight, the ICONS simulation approach is ideally suited to help organizations practice the pre and post crisis phases as well as uncover opportunities to turn potentially negative situations into positive outcomes.
The ICONS online tool is designed to address the potential escalation emerging from a risk or an issue as well as the lingering and long-term impacts of a crisis. As such, ICONS helps enhance crisis anticipation and prevention as well as mitigation and recovery.
With the ICONS Tool you can broaden your perspective by taking into account stakeholder behaviour and as a result enhance your overall stakeholder management capability, manage issues and risks more proactively and improve your scenario planning skills.
So, would you like to be ahead of the game?
For more information or a demo, please click HERE to get in touch.
Visit the ICONS Project© website.
CS&A’s CrisisScan© is a unique diagnostic tool that provides clients with a comprehensive assessment of their crisis management preparedness and capability.
CrisisScan© provides the most comprehensive review of:
The results are represented in percentages of the desired optimal situation and in spider-grams, for the team as a whole as well as for individuals.
The results and their graphic representation provide clients with:
CrisisScan©‘s contents can be adapted to the particular needs of the organization being assessed. CS&A work with client organizations to ensure specific needs are met and bring best practice to their attention.
CS&A’s CrisisScan© is the only truly comprehensive issues/risk/crisis assessment tool available. It enables you to set and measure your capability against your own targets, to create a benchmark and apply uniform standards to all your operations.
CrisisScan© is based on internationally accepted standards of best practice.
For more information, please click HERE to get in touch.
CS&A ReputationScout©, provides clients with an exceptional capability to self-assess their own reputation management capability.
ReputationScout© is the most comprehensive review of:
Like CrisisScan©, ReputationScout© starts from one-on-one in-depth interviews, which query pre-selected managers and employees on:
The results are represented in percentages of the desired optimal situation and in spider-grams, for the team as a whole as well as for individuals.
The results and their graphic representation provide clients with:
We recognises and appreciate that different organizations/industries approach reputation management in different ways. Therefore, ReputationScout©‘s contents can be adapted to the particular needs of the organization. CS&A work with client organizations to ensure specific needs are met and bring best practice to their attention.
CS&A’s ReputationScout© is the only truly reputation management assessment tool available. It enables you to set and measure your capability against your own targets, to create a benchmark and apply uniform standards to all your operations.
ReputationScout© is based on internationally accepted standards of best practice.
For more information, please click HERE to get in touch.
CS&A’s FastTrack© Stakeholder Mapping Process has proven valuable with many of its clients.
The unique stakeholder mapping process is useful in pre-, during and after crisis situation and consists of identifying all audience groups (no matter how small or remote) with a stake in a certain issue.
By categorizing stakeholders and identifying their specific issues regarding a situation, CS&A helps its clients define their desired outcome, strategy and key messages.
Available in our shop
Commemorating CS&A International’s 25th anniversary, the book chronicles major crisis cases over the last 25 years, one from each year. Caroline Sapriel and Dirk Lenaerts, partners of CS&A International, draw key lessons from the cases, which are curated to cover a wide range of industry sectors, span various countries and reflect different crisis typology. Although the world now is more complex than it was in 1991, the same fundamental crisis communication principles apply. Sapriel and Lenaerts take readers through the years and glean pearls of wisdom from each case such as: When offence is the best defence; Don’t blame one of your own; Denial never pays.
Available as an audiobook as well as an ebook in our shop
Learning From Real Stories Told by Real People. Management: Tales from the Front Line, a unique audiobook, takes a new approach to the topic of crisis communication and management by using storytelling to convey crisis management best practices. Caroline Sapriel and Dirk Lenaerts, managers of CS&A International, share case studies from around the world to illustrate each of their 10 “commandments” of effective crisis management. Ten chapters and 10 stories add up to 10 essential management lessons you won’t want to miss. Using real-life stories from the front lines, Sapriel and Lenaerts offer listeners valuable communication for a variety of scenario is. Sapriel and Lenaerts will guide listeners through 10 crisis management best practices, including: – Own up and communicate the problem early on. – Don’t try to make what is bad look good. – Always be prepared for the worst.
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