COMM 216 STANDARD EXAMS ANSWERS AND
QUESTIONS SET A+
✔✔Ketchum - ✔✔Build strong relationships, deal constructively with internal and
external situations, and be a role model for outstanding client service
✔✔Strategic crisis management - ✔✔Strategic crisis management → influencing the
course of conflicts to prevent or lessen the negative outcomes and protect the
organization, and the organization's stakeholders.
✔✔ Types of Media Interviews - ✔✔1. Phone or in person
2. TV crew coming for live/taped footage
3. Call in radio show
4. Local or national outlet
✔✔Key message points - ✔✔statements of information that you work into responses
that explain your position on a particular issue or event
✔✔3x3x3 Rule - ✔✔-Identify 3 main points
-Maximum of 3 sentences for each point
-Anticipate / Answer 3 potential questions for each point
✔✔4 Techniques to control your Interview - ✔✔1.Getting attention
2.Bridging
3.Reframing
4.Flag words
✔✔Interviews Do's - ✔✔1. Tell the truth
2. Remain calm
3.Stay on message
4. Complete answers
5. Repeat your points
✔✔Interviews Don'ts - ✔✔1.Lose your cool
, 2. There is no such thing as "off the record"
3. Say "No Comment"
4.Be led into hypothetical questions
5. Fill silent pauses
✔✔What is Crisis key points - ✔✔1. Unexpected events making them difficult to prepare
for
2. They generate a good deal of uncertainty
3. There is no formula for determining how to respond
4. Positive or negative outcomes
5.Can include physical, financial, and psychological harm to stakeholders
✔✔5 Disciplinary Connections - ✔✔1. Issues management
2. Risk management + communication
3. Reputation management
4. Disaster communication
5. Business continuity
✔✔Strategic crisis communication - ✔✔Strategic crisis communication → collecting,
processing and disseminating the information required to address a crisis situation and
anticipate/gauge stakeholder reaction
✔✔Pre crisis: 4 Strategies for recognizing danger signs - ✔✔Pre Crisis → period of
normalcy between crisis events.
1.Environmental scanning
2.Brainstorming potential weaknesses
3.Creating a crisis management plan
4. Establishing a reputation for integrity or credibility
✔✔Triggering event/ Ethical leaders - ✔✔Crisis Event → commences with the "trigger
event"
Ethical leaders → play key role in this stage
Leaders = spokespersons
✔✔Key elements of "post crisis" - ✔✔Post Crisis → investigation and analysis
-Key elements
-Retrospective sense making
-Reconsidering structure
-Vicarious learning
-Attempts to repair reputation
✔✔Attribution Theory - ✔✔people assign responsibility for negative, unexpected events;
organizations monitor how stakeholders assign responsibility
Considerations for gauging attribution:
1.Reputation
QUESTIONS SET A+
✔✔Ketchum - ✔✔Build strong relationships, deal constructively with internal and
external situations, and be a role model for outstanding client service
✔✔Strategic crisis management - ✔✔Strategic crisis management → influencing the
course of conflicts to prevent or lessen the negative outcomes and protect the
organization, and the organization's stakeholders.
✔✔ Types of Media Interviews - ✔✔1. Phone or in person
2. TV crew coming for live/taped footage
3. Call in radio show
4. Local or national outlet
✔✔Key message points - ✔✔statements of information that you work into responses
that explain your position on a particular issue or event
✔✔3x3x3 Rule - ✔✔-Identify 3 main points
-Maximum of 3 sentences for each point
-Anticipate / Answer 3 potential questions for each point
✔✔4 Techniques to control your Interview - ✔✔1.Getting attention
2.Bridging
3.Reframing
4.Flag words
✔✔Interviews Do's - ✔✔1. Tell the truth
2. Remain calm
3.Stay on message
4. Complete answers
5. Repeat your points
✔✔Interviews Don'ts - ✔✔1.Lose your cool
, 2. There is no such thing as "off the record"
3. Say "No Comment"
4.Be led into hypothetical questions
5. Fill silent pauses
✔✔What is Crisis key points - ✔✔1. Unexpected events making them difficult to prepare
for
2. They generate a good deal of uncertainty
3. There is no formula for determining how to respond
4. Positive or negative outcomes
5.Can include physical, financial, and psychological harm to stakeholders
✔✔5 Disciplinary Connections - ✔✔1. Issues management
2. Risk management + communication
3. Reputation management
4. Disaster communication
5. Business continuity
✔✔Strategic crisis communication - ✔✔Strategic crisis communication → collecting,
processing and disseminating the information required to address a crisis situation and
anticipate/gauge stakeholder reaction
✔✔Pre crisis: 4 Strategies for recognizing danger signs - ✔✔Pre Crisis → period of
normalcy between crisis events.
1.Environmental scanning
2.Brainstorming potential weaknesses
3.Creating a crisis management plan
4. Establishing a reputation for integrity or credibility
✔✔Triggering event/ Ethical leaders - ✔✔Crisis Event → commences with the "trigger
event"
Ethical leaders → play key role in this stage
Leaders = spokespersons
✔✔Key elements of "post crisis" - ✔✔Post Crisis → investigation and analysis
-Key elements
-Retrospective sense making
-Reconsidering structure
-Vicarious learning
-Attempts to repair reputation
✔✔Attribution Theory - ✔✔people assign responsibility for negative, unexpected events;
organizations monitor how stakeholders assign responsibility
Considerations for gauging attribution:
1.Reputation
