Crisis Communication & Reputation Management Flashcards
7 cards from real CCP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Crisis Communication & Reputation Management flashcards as text
Which factor most commonly determines whether a crisis escalates or de-escalates in the digital age?
Answer: The speed and tone of the initial public response
In the digital age, the speed and empathetic tone of the initial response largely determines whether public sentiment intensifies or begins to stabilize.
An organization facing an 'accidental crisis' (e.g., a natural disaster damaging a facility) should primarily use which SCCT response posture?
Answer: Diminishment strategies (minimizing responsibility)
SCCT recommends diminishment strategies for accidental crises where organizational responsibility is low, focusing on reducing crisis severity perceptions.
When managing a crisis involving employee misconduct, the organization should first:
Answer: Separate itself from the individual and outline corrective actions taken
Distancing the organization from the individual wrongdoer while announcing corrective actions demonstrates accountability without implicating the broader organization.
The 'boomerang effect' in crisis communication describes:
Answer: Audience backlash when persuasive messaging feels too aggressive
The boomerang effect occurs when stakeholders resist and react against overly aggressive persuasion attempts, increasing negative attitudes rather than improving them.
Which stakeholder group typically requires the most immediate notification at the onset of a crisis?
Answer: Internal employees and leadership
Employees must be informed first so they have accurate information, can answer stakeholder questions correctly, and do not feel blindsided by external media coverage.
A 'post-crisis review' is best conducted:
Answer: Once the crisis has fully subsided and stakeholders have stabilized
Waiting until the crisis has fully subsided allows for a more objective review of what worked and what failed, free from crisis-mode pressure.
Reputation repair through 'mortification' strategy requires the organization to:
Answer: Fully apologize and accept responsibility
Mortification is an image restoration strategy involving a full, sincere apology and acceptance of responsibility for the wrongdoing.