Incident Response and Crisis Management Flashcards
7 cards from real BCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Incident Response and Crisis Management flashcards as text
A company's call center is flooded with customer inquiries during a crisis. Which crisis management strategy BEST addresses this?
Answer: Activating a pre-scripted FAQ response protocol and surge staffing plan
A pre-scripted FAQ protocol combined with surge staffing enables consistent, scalable customer communication without overwhelming unprepared staff.
What distinguishes a 'crisis' from a routine 'incident' in BCM terminology?
Answer: A crisis threatens the organization's ability to function or its fundamental values, requiring senior leadership intervention
A crisis exceeds routine operational response capacity and threatens core organizational objectives, reputation, or survival, necessitating executive-level decision-making.
Which of the following BEST describes the function of a Crisis Management Team (CMT)?
Answer: Making strategic decisions and allocating resources to manage the organization through a crisis
The CMT operates at the strategic level, directing organizational resources and decisions during a crisis rather than executing operational or technical tasks.
When developing a crisis communication plan, which stakeholder group is MOST often overlooked but critically important?
Answer: Employees and internal staff
Employees are often the first to spread information externally and are affected by the crisis directly, yet communication plans frequently focus externally and neglect internal messaging.
The 'OODA Loop' (Observe, Orient, Decide, Act) is applied in crisis management to:
Answer: Enable rapid, adaptive decision-making cycles during fast-moving incidents
The OODA Loop is a decision-making framework used to process situational information quickly and adapt responses as a crisis evolves.
Which practice BEST reduces cognitive overload for incident responders during a high-stress crisis?
Answer: Using pre-approved checklists and decision trees that reduce in-the-moment analysis
Checklists and decision trees allow responders to follow tested procedures under stress, reducing errors caused by cognitive overload without needing real-time analysis.
What is the PRIMARY goal of a 'lessons learned' session held after incident response activities conclude?
Answer: To improve plans, training, and processes to strengthen future response
Lessons learned sessions are forward-looking improvement exercises designed to strengthen organizational resilience, not retrospective accountability hearings.