“Our Crisis Management training definitely played a big part in the success of how we dealt with the coronavirus pandemic and our business response to it. Knowing from the training that it is crucial to establish roles and routes of communication at an early stage, we were able to quickly get to a point where we were set up from home, with clear roles and responsibilities. We also established communication routes and frequencies that worked for us and were flexible enough to change at short notice if required. As a team, we received a lot of positive feedback from our occupiers about how we supported them and continued to communicate and provide updates throughout the lockdown period. Finally, the training taught us about how important it is to take the time to think decisions through (even during a crisis!) and to be confident in changing course if decisions were made and then needed to be adjusted in line with the developing situation.”