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Crisis Management & Crisis Communication
Crisis Management & Crisis Communication
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A test of mastery and competency on #crisismanagement and #crisiscommunication
Flashcards
81 cards
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Answers
1
In SCCT, when an orgaization accepts responsibility and ask for forgiveness, it is a type of...
Diminish strategies
Deny strategies
Rebuild strategies
Reinforcing strategies
2
What is a Business Continuity Plan?
A business that specifies a marketing strategy
Procedures guiding entities to respond & recover disruptions
A business plan for long term goals
A business plan for a start up
3
Which of these is not first aid?
Treating for shock
Giving food
Safely carrying someone with a foot injury
Bandaging a cut
4
Which country was the site of the drafting of the Sendai Framework?
South Korea
India
Japan
China
5
In a crisis situation, all key messages and information must be approved by...
All of the Above
President/CEO
Chief Legal Counsel
Crisis Manager
6
What is economic risk?
the product/ service is available at an affordable price
sales
occurs from unavoidable weather conditions
occurs due to changes in the economy
7
Which is not a crisis management framework for media relations.
Defend
Deflect
Deploy
Diffuse
8
Which is not a type of instructing information.
Providing important emergency numbers
Announcing the suspension of classes
Showing how to return a defective product
Sending a mass card to the family of the deceased
9
"Due to unforeseen circumstances the incident happened."
Shift blame
Provocation
Accidental
Defeasibility
10
CPR is a very challenging process and it can result in failures.
False
True
11
What is a crisis communication plan?
Policies and procedures to follow when bad publicity happens
An alternative to the "No comment" approach
Directions for publics when faced with bad media scrutiny
Risk management: to take control of bad publicity
12
The best time to form a crisis team is...
As soon as management approves it.
When there are resources available.
During the event of a crisis.
Before any crisis happens.
13
What song do you compress to when performing CPR?
"Staying Alive"
"I Will Survive"
"We Can't Stop"
"Uptown Funk"
14
Which crisis has minimal attributions of crisis responsibility and an intensifying factor.
Flight is delayed due to airport congestion.
None of these
Both
Flight is delayed due to bad weather.
15
What is controllable risk?
if a loss can be prevented or the likelihood of it is reduced
sales
the product/ service is available at an affordable price
nothing can be done to prevent the risk
16
When the organization's responsibility in a crisis is great...
There is no escape.
It can easily recover from it.
Reputation damage is intensified.
Clients adopt a wait and see attitude.
17
Where should you keep your first aid kit?
In a low cabinet in the kitchen in childrens reach.
Bathroom or Kitchen and out of reach from children.
In your babies room
In the bathroom or kitchen on the ground.
18
DORSCON is an acronym for ________________________ .
Diseases Outside Republic of Singapore Contained
Disease Outbreak Response System Condition
Department for Outstanding and Responsible Coronavirus PatieNts
Department Of Robots Scanning Coronovirus Onset News
19
What is issues management?
Being an activist
Listening to gossip in the community
Identifying and monitoring public opinion, minimizing risk
Following protests and rallies
20
Which of the following IS NOT part of a Crisis Communication plan?
Establish a chain of command
Get the facts
Provide regular updates
Liase with media
21
what is risk?
the possibility of financial gain, loss, or personal injury
the product/ service is available at an affordable price
sales
price
22
The initial step in the risk management process is to...
Determine the level of acceptable risk
Identify the risk
Assess the risk potentia
Set aside budget funds for managing the risks
23
Which is an abuse of accommodative strategies?
When the company offers work to the child of the dead victim
When the kin asks for support beyond the recovery period.
When the family asks its insurance to settle the damage.
When the victim seeks medical assistance during confinement.
24
When is crisis management required?
When there is an emergency or disaster.
When there are events that coud impact the brand in future.
All the time
Never
25
A crisis is:
an unexpected problem that can lead to minor issues
Planned Bankruptcy
Planned employee termination
an unexpected problem that can lead to a disaster
26
What is a common barrier of communication?
All of the above
Misinterpreting other people
Technology failure
Workplace conflict
27
There are 4 DORSCON levels; Green, Yellow, Orange and Red.
True
False
28
What is an example of a human risk?
dishonest customers and employees
inadequately trained employees
the product/ service is available at an affordable price
sales
29
Risk always has negative outcomes.
True
False
30
What Are Issues?
Situations that present budgets to organizations.
Situations that present matters of concern to organizations.
Situations that present objectives to organizations.
Situations that are beneficial to organizations.
31
Constituents attribute the cause of a crisis to...
The organization itself
Circumstances surrounding the crisis
Unforeseen circumstances
Human nature
32
The elimination or reduction of the incidence or severity of emergencies and the mitigation of their effects.
Is the definition of Prevention
Is the definition of Preparedness
Is the definition of Response
Is the definition of Recovery
33
The last phase in Fink's Crisis Lifecycle
Reputation Repair
Revolving
Resolution
Resolving
34
"The incident was nothing compared to what happened to our competitors."
Attack Accuser
Transcendence
Comparability
Differentiation
35
What is natural risk?
a natural phenomenon
risk created by a country
occurs from unavoidable weather conditions
an act of God
36
A Natural Disaster affecting a business is referred to as..
An act of God
An act of madness
An economic disaster
A extreme natural event
37
For an unconscious choking victim, what steps do you add to CPR?
Rescue Breaths
Foreign objects check and finger sweep
Back Blows
Abdominal thrusts
38
Which is not a benefit of positive reputation.
Customer satisfaction
Favorable media coverage
Capital flight
Worker productivity
39
The initial response to a crisis should address.
Instructing Information
None of these
Instructing and Adjusting Information
Adjusting Information
40
Who cannot be designated as a spokesperson in a crisis situation?
Public Relations Consultant
Communication Manager
In-house Subject Matter Expert
President/CEO
41
Stakeholders claim that the organization is operating in an inappropriate manner.
Statute Violation
Misconduct
Scandal
Challenges
42
A family communication plan should include all of the following, except:
Christmas list
family contact information
fire escape map
meeting spot in case of an evacuation
43
Which of the following is not one of the steps in the risk management process?
Risk assessment
Risk tracking
Risk identification
Risk response development
44
Best response for a crisis with strong attribution of responsibility & an intensifying factor
None of these
Apologize only
Apologize and compensate
Compensate only
45
What things should you always check before performing CPR?
AAA
BBC
CAD
ABC
46
The organization denies wrongdoing and claims the accuser or another party is the one at fault.
Differentiation
Scapegoat
Counter-attack
Defensive strategy
47
Offers a defense of the organization’s reputation in an effort to restore legitimacy.
Legal defense
Corporate apologia
Defensive mechanism
Reputation recovery
48
Press releases, Press kits, answering consumer questions, and social media are examples of?
Community Relations
Event Planning
Media Relations
Merchandising
49
All of the following are examples of a positive reaction to a disaster
except
Opening a shelter at a public school
Filling sandbags to minimize damage
Providing counseling services to people with stress reaction
Becoming angry and depressed
50
The best test of a crisis management plan is...
When it wins an award.
When it is used in an actual crisis.
When it is never used.
When it is succesfully tested.
51
The first step of First Aid
Check Air ways
CPR
send for help
check for danger
52
Which is not an example of a Victim Crisis
Workplace Violence
Rumors
Organizational Misdeeds
Natural Disasters
53
What is the first thing you should do when you find a victim in need of CPR?
Call 911
Nothing; immediately begin performing CPR
Call their immediate family
none of these things
54
What is the 6th step in developing message maps?
Plan for delivery
Develop key messages
Identify underlying general concerns
Conduct systematic message testing
55
A disaster information poster functions as a _________ in communication
communication management
means of socialization
entertainment media
social radar
56
Who can use a First Aid Kit?
Anyone who sees an injury or accident
Only EMTs
Only people who have certificates
Only Doctors
57
Low severity issues also require validation.
True
False
58
AID: Which of these is NOT an NGO involved in humanitarian aid?
Oxfam
Red Cross
World Vision
PETA
59
Which is not part of the Operational Response to a crisis situation?
Implement emergency response procedures.
Brief headquarters.
Confirm crisis severity.
Assess the situation.
60
In adult CPR, when should EMS be activated?
When a bystander arrives with a cell phone
After beginning CPR
When a defibrillator becomes available
Before administering CPR
61
Publicly accepting responsibility for the crisis.
Maturity
Command responsibility
Mortification
Admission of guilt
62
Risk can be measured in terms of consequences and likelihood?
False
True
63
Vulnerability assessment should be done before disaster management planning.
True
False
64
What is the 4th step in Crisis Communication
Assess the Communication Crisis Level
Notification and Assignments
Develop Messages
Communication Management
65
The formulation of an infant milk product contains elements that cause death of babies.
Human-error product harm
Technical error product harm
Murder
Technical error accidents
66
The Four Actions relating to Emergency Incident Management are:
Prevention, Preparedness, Response & Recovery
Prevention, Preparedness, Mitigation & Recovery
Mitigation, Preparedness, Response & Prevention
Prevention, Mitigation, Response & Recovery
67
Which is a large-scale humanitarian relief NGO?
UN Peacekeepers
Red Cross
DSWD
Bantay-Bata
68
___ is an example of a technological disaster.
Taal Volcanic Eruption
Fukushima Daiichia Nuclear Disaster
COVID-19 pandemic
Typhoon Haiyan
69
Any form of paid communication that uses the media to deliver to their target market is?
Advertisment
Media
Promotion
Marketing
70
What is DORSCON level Yellow?
negligible to low
moderate to high
high
low to moderate
71
Pertains to the way on how damages can be restored after the disaster strikes
Response
Rehabilitation
Recovery
Assessing damage and loss
72
What is one of the difficulties of disaster management?
Government policies are solid
all parties are working hand-in-hand
information gap
Disaster location is hard to reach
73
How constituents perceive an organization.
Public face
Reputation
Image
Identity
74
What is uncontrollable risk?
the product/ service is available at an affordable price
economic impact
no solution
nothing can be done to prevent the risk
75
To inform the media of an event, PR managers send
Media release
Letter
Phone call
Email
76
"We commend the affected individuals for calling our attention to the defect of our product."
Bolstering
Ingratiation
Justification
Praising
77
Issues Management is the process by which an organization ...
Anticipate emerging issues and respond to them.
Anticipate emerging audiences and respond to them.
Wait for issues to arise before responding to them.
Ignore issues and do not respond to them.
78
These hazards include deforestation which triggers flood risk
Hydro-meteorological hazards
Seismic hazards
Environmental hazards
Human-induced disasters
79
What is the ideal form of communication during an emergency response?
Sign Language
Smoke Signals
Code Language
Common Language
80
UNESCO promotes education, science, culture and communication by
organizing relief drives
protecting material sites & intangible cultural experiences
coming to schools and teaching students about human culture
working with local governments to create national parks
81
How can we prepare for a disaster?
Infrastructure development
Rescue and evacuation
Rebuilding the environment
Early detection and warnings
