Crisis Comm Final Exam

Front 1

prevent it from spreading to unaffected areas of the organization of the environment, limit its duration

Back 1

goals of crisis response and management

Front 2

quick, consistent, open

Back 2

3 rules for crisis communication form

Front 3

availability, willingness, honesty

Back 3

openness

Front 4

how response is presented

Back 4

form

Front 5

what is said

Back 5

content

Front 6

telling stakeholders what to do to protect themselves physically; 1st type of content given; toy recall

Back 6

instructing information

Front 7

type 2 instructing information; providing information to workers, suppliers, and relevant stake holders about how business will continue where to report to work, pay issues, benefits

Back 7

business continuity plan

Front 8

helps stake holders cope psychologically, uncertainty=increased stress

Back 8

adjusting information

Front 9

communicating action taken to prevent similar crisis; org is regaining control;communicate as early as possible

Back 9

corrective action

Front 10

focus on rebuilding confidence and restoring the organization and restoring the org; not assign or arent blame

Back 10

renewal response strategy

Front 11

freedom service dogs, long term (debriefing), immediate (defusing), spot light operation

Back 11

employee assistance program

Front 12

seek to remove any connection between the org and crisis

Back 12

denial strategies

Front 13

attempt to reduce attributions of org control over crisis or negative effects of crisis

Back 13

diminishment strategies

Front 14

improve orgs reputation

Back 14

rebuilding strategies

Front 15

supplemental; used in context with others

Back 15

bolstering

Front 16

the crisis manager confronts the person or group that claims a crisis exists. The response may include a threat to use force

Back 16

attacking the accuser

Front 17

the crisis manager states that not crisis exists; the response may include explaining why there is no crisis

Back 17

denial

Front 18

some other person or group outside of the organization is blamed for the crisis

Back 18

scape goating

Front 19

attacking the accuser, denial, scape goating

Back 19

denial posture

Front 20

excusing, justification

Back 20

diminishment posture

Front 21

the crisis manager tries to minimize the organization's responsibility for the crisis. the response can include denying any intention to do harm or claiming that the organization had no control of the events that led to the crisis

Back 21

excusing

Front 22

the crisis manager tries to minimize the perceived damage associated with the crisis. The response can include stating that there were no serious damages or injuries

Back 22

justification

Front 23

the organization provides money or other gifts to the victims

Back 23

compensation

Front 24

the crisis manager publicly states that the organization takes full reponsibility for the crisis and asks forgiveness

Back 24

apology

Front 25

compensation, apology,

Back 25

rebuilding posture

Front 26

reminding, integration, victimage

Back 26

bolstering posture

Front 27

the organization tells stakeholers about its good works

Back 27

reminding

Front 28

the organization praises stake holders

Back 28

integratiation

Front 29

the organization explains how it too is a victim of a crisis

Back 29

victimage

Front 30

very little attribution of crisis responsibility; ex. natural disasters, rumors, workplace violence, malevolence

Back 30

victim cluster

Front 31

low attribution of crisis responsibility; ex. challenges, technical error accidents, technical product harm

Back 31

accidental cluster

Front 32

strong attribution of crisis responsibility; human error accidents, human error product harm, organizational misdeeds

Back 32

preventable clusters

Front 33

strengths, weaknesses, threats, opportunities

Back 33

SWOT Analysis

Front 34

people, reputation, finances

Back 34

organization assets

Front 35

ex. FIRE BILL; quicker, cheaper, pain bill

Back 35

single loop

Front 36

why was bill a bad spokesperson; looks at norms, policies, procedures of org and make necessary modifications; actually fixes the problem

Back 36

double loop