Crisis Communication
What is the three stage model of crisis management that provides the
foundation? - correct answer ✔1) precrisis
2)crisis event
3) post crisis
Definition of crisis according to Coombs: - correct answer ✔There is no one
definition. but for readers purposes it is the perception of an unpredictable
event that threatens important expectancies of stakeholder and can seriously
impact an organization's perform an and generate negative outcomes.
A crisis is: - correct answer ✔- Perceptual. What we typically think of as
crises are events that are easy to perceive as such
Define Stakeholder: - correct answer ✔A __________ is a person or group
that is affected by or can affect an organization. if this person believes an
organization is in crisis, then it is.
Fact about management: - correct answer ✔Management must be able to
see the event from the stakeholders' perspective to properly assess whether a
crisis has occurred.
Fact about crisis: - correct answer ✔A crisis is unpredictable BUT NOT
unexpected.
Fact about stakeholders expectations: - correct answer ✔Crisis can violate
expectations that stakeholders hold about how organizations should act.
,Reputation in organizations: - correct answer ✔A ________ is how
stakeholders perceive the organization. That is why crisis are considered
dangerous to organizations' _______.
Serious impact: - correct answer ✔The difference between incidents and
crises illustrates the meaning of _______ ______.
Define Incident in incident vs. crisis: - correct answer ✔An _______ is a
minor, localized disruption. ex: broken valve spraying water in a meeting area.
basically when something can be fixed without disrupting or harming harming
the larger organizational routine.
Define Crisis in incident vs. crisis: - correct answer ✔A ______ disrupts or
affects the entire organization or has the potential to do so. ex. if the broken
water valve leads to the company being shut down.
Fact about crisis in organizations: - correct answer ✔if business is disrupted,
an organization will usually suffer financial losses (drop in earning, lost
productivity). Crisis damage extends beyond financial loss, however, to
include injuries or deaths to stakeholder, structural or property damage,
tarnishing of a reputation, and environmental harm.
Fact: - correct answer ✔An entire industry can be affected by a crisis in one
of its member organizations. e.g: people projecting a localized crisis to onto
an entire industry. ex: carnival cruise ship fire onto entire cruise line.
Fact: - correct answer ✔A crisis presents real or potential negative outcomes
for organizations, their stakeholders, and their industries.
Crisis management in the Coombs book: - correct answer ✔______
_______ represents a set of factors designed to combat crisis and to lessen
,the actual damage inflicted. It seeks to prevent or lesson the negative
outcomes of a crisis and thereby protect the organization, stakeholders, and
industry from harm.
What are the four interrelated factors in crisis management: - correct answer
✔Prevention, Preparation, Response, and Revision. PPRR
Prevention in Crisis Management: - correct answer ✔Also known as
mitigation, represents the steps taken to avoid crises. ex: faulty toaster is
recalled before its overheating problem causes any fires or injuries to
customers. _______ is largely unseen by the public.
Preparation in Crisis Management: - correct answer ✔Is the best-known
factor in crisis management because it includes the *crisis management plan*
(CMP). EVERY ORGANIZATION SHOULD HAVE A CMP. ________ also
involves diagnosing crisis vulnerabilities, selecting and training a crisis
management ream and spokespersons, creating a crisis portfolio, and refining
a crisis communication system.
Response in Crisis Management: - correct answer ✔Is the application of the
preparation components to a crisis. A crisis can be simulated (an excersise or
drill) or real. A real crisis involves the execution of the same crisis
management resources, only the outcomes are real rather than hypothetical.
Response is very public during an actual crisis. reported and critiqued in news
media.
Recovery as part of Response in Crisis Management: - correct answer ✔Part
of the response, which denotes the organization's attempts to return to normal
operations as soon as possible following a crisis.
Business continuity: - correct answer ✔The name used to cover the efforts to
restore operations to normal.
, Fact: - correct answer ✔Downtime from a crisis is a financial drain. The
quicker an organization can return to normal operations, the fewer financial
losses it will incur.
Revision in Crisis Management: - correct answer ✔involves evaluation of the
organization's repines in simulated and real crisis, determining what it did right
and what it did wrong during its crisis management performance. The
organization uses this insight to revise its prevention, preparation, and
response efforts.
Staged approach in crisis management (life cycle): - correct answer ✔A
______ _________ means that the crisis management function is divided into
discrete segments that are executed in a specific order.
Three Influential approaches to crisis management: - correct answer ✔Fink's
four stage model, Mitroff's five stage model, and a basic three stage model.
1) Fink's four stage model: - correct answer ✔earliest model, from his book,
Crisis management: planning for the inevitable.
1. Prodominal: clues of hints of a potential crisis begin to emerge.
2. Crisis breakout or acute: a triggering event that occurs along with the
attendant damage.
3. Chronic: The effects of the crisis linger as efforts to clean up the crisis
progress
4. Resolution: There is some clear signal that the crisis is no longer a concern
to stakeholders-it is over.
Fact about finks approach: - correct answer ✔It is on of the first to treat a
crisis as an extended event. His belief that warning signs precede to trigger
What is the three stage model of crisis management that provides the
foundation? - correct answer ✔1) precrisis
2)crisis event
3) post crisis
Definition of crisis according to Coombs: - correct answer ✔There is no one
definition. but for readers purposes it is the perception of an unpredictable
event that threatens important expectancies of stakeholder and can seriously
impact an organization's perform an and generate negative outcomes.
A crisis is: - correct answer ✔- Perceptual. What we typically think of as
crises are events that are easy to perceive as such
Define Stakeholder: - correct answer ✔A __________ is a person or group
that is affected by or can affect an organization. if this person believes an
organization is in crisis, then it is.
Fact about management: - correct answer ✔Management must be able to
see the event from the stakeholders' perspective to properly assess whether a
crisis has occurred.
Fact about crisis: - correct answer ✔A crisis is unpredictable BUT NOT
unexpected.
Fact about stakeholders expectations: - correct answer ✔Crisis can violate
expectations that stakeholders hold about how organizations should act.
,Reputation in organizations: - correct answer ✔A ________ is how
stakeholders perceive the organization. That is why crisis are considered
dangerous to organizations' _______.
Serious impact: - correct answer ✔The difference between incidents and
crises illustrates the meaning of _______ ______.
Define Incident in incident vs. crisis: - correct answer ✔An _______ is a
minor, localized disruption. ex: broken valve spraying water in a meeting area.
basically when something can be fixed without disrupting or harming harming
the larger organizational routine.
Define Crisis in incident vs. crisis: - correct answer ✔A ______ disrupts or
affects the entire organization or has the potential to do so. ex. if the broken
water valve leads to the company being shut down.
Fact about crisis in organizations: - correct answer ✔if business is disrupted,
an organization will usually suffer financial losses (drop in earning, lost
productivity). Crisis damage extends beyond financial loss, however, to
include injuries or deaths to stakeholder, structural or property damage,
tarnishing of a reputation, and environmental harm.
Fact: - correct answer ✔An entire industry can be affected by a crisis in one
of its member organizations. e.g: people projecting a localized crisis to onto
an entire industry. ex: carnival cruise ship fire onto entire cruise line.
Fact: - correct answer ✔A crisis presents real or potential negative outcomes
for organizations, their stakeholders, and their industries.
Crisis management in the Coombs book: - correct answer ✔______
_______ represents a set of factors designed to combat crisis and to lessen
,the actual damage inflicted. It seeks to prevent or lesson the negative
outcomes of a crisis and thereby protect the organization, stakeholders, and
industry from harm.
What are the four interrelated factors in crisis management: - correct answer
✔Prevention, Preparation, Response, and Revision. PPRR
Prevention in Crisis Management: - correct answer ✔Also known as
mitigation, represents the steps taken to avoid crises. ex: faulty toaster is
recalled before its overheating problem causes any fires or injuries to
customers. _______ is largely unseen by the public.
Preparation in Crisis Management: - correct answer ✔Is the best-known
factor in crisis management because it includes the *crisis management plan*
(CMP). EVERY ORGANIZATION SHOULD HAVE A CMP. ________ also
involves diagnosing crisis vulnerabilities, selecting and training a crisis
management ream and spokespersons, creating a crisis portfolio, and refining
a crisis communication system.
Response in Crisis Management: - correct answer ✔Is the application of the
preparation components to a crisis. A crisis can be simulated (an excersise or
drill) or real. A real crisis involves the execution of the same crisis
management resources, only the outcomes are real rather than hypothetical.
Response is very public during an actual crisis. reported and critiqued in news
media.
Recovery as part of Response in Crisis Management: - correct answer ✔Part
of the response, which denotes the organization's attempts to return to normal
operations as soon as possible following a crisis.
Business continuity: - correct answer ✔The name used to cover the efforts to
restore operations to normal.
, Fact: - correct answer ✔Downtime from a crisis is a financial drain. The
quicker an organization can return to normal operations, the fewer financial
losses it will incur.
Revision in Crisis Management: - correct answer ✔involves evaluation of the
organization's repines in simulated and real crisis, determining what it did right
and what it did wrong during its crisis management performance. The
organization uses this insight to revise its prevention, preparation, and
response efforts.
Staged approach in crisis management (life cycle): - correct answer ✔A
______ _________ means that the crisis management function is divided into
discrete segments that are executed in a specific order.
Three Influential approaches to crisis management: - correct answer ✔Fink's
four stage model, Mitroff's five stage model, and a basic three stage model.
1) Fink's four stage model: - correct answer ✔earliest model, from his book,
Crisis management: planning for the inevitable.
1. Prodominal: clues of hints of a potential crisis begin to emerge.
2. Crisis breakout or acute: a triggering event that occurs along with the
attendant damage.
3. Chronic: The effects of the crisis linger as efforts to clean up the crisis
progress
4. Resolution: There is some clear signal that the crisis is no longer a concern
to stakeholders-it is over.
Fact about finks approach: - correct answer ✔It is on of the first to treat a
crisis as an extended event. His belief that warning signs precede to trigger
