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