Operational Empathy in Crisis: Building Resilient Organisations Beyond the Checklist
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Business Continuity is often seen as a technical framework, full of standards, checklists, and documentation. Yet, the reality of a crisis demands more than procedures: it requires leadership, empathy, and the ability to mobilise people under stress.
This session will share lessons learned from over seven years of experience leading Business Continuity Programs across the Americas in industries such as energy, mining, retail, trading, and corporate services. Participants will discover how integrating technical rigour (ISO 22301 frameworks, BIAs, risk matrices, disaster recovery tests) with a human-centred approach can transform resilience programs into living systems that truly work when disruption strikes.
Key takeaways will include:
- Operational Empathy in Practice: How to align crisis leadership with human behaviour and decision-making under stress.
- Turning Frameworks into Action: strategies to bridge the gap between documented plans and effective real-world responses.
- Cross-Functional Collaboration: engaging IT, HR, Operations, and leadership to create a culture of resilience across the organisation.
- Lessons Learned: practical examples of what worked (and what didn’t) in multi-country crisis exercises and real disruptions.
Delegates should attend this session if they want to go beyond compliance and create Business Continuity programs that are not only audit-ready but also people-ready. This presentation will inspire leaders and practitioners to build resilience strategies that combine technical standards with empathy, adaptability, and collaboration—key qualities for organisations facing today’s complex threat landscape.
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