Crisis Communication Flashcards
7 cards from real Communication Skills 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 flashcards as text
What is 'message mapping' in the context of crisis communication?
Answer: A structured tool for organizing key messages, supporting facts, and proof points for spokespersons
Message mapping creates a visual hierarchy of key messages, supporting facts, and evidence to help spokespersons stay consistent and on-point during a crisis.
In crisis communication, 'rumor control' refers to:
Answer: Proactively addressing misinformation with accurate, verified facts
Rumor control involves actively identifying and correcting misinformation by supplying verified facts before false narratives spread further.
Which type of crisis is categorized as 'victim cluster' under Situational Crisis Communication Theory?
Answer: A crisis where the organization is also harmed, such as natural disasters or product tampering
Victim cluster crises occur when the organization itself suffers harm alongside others, such as in natural disasters or malicious product tampering.
Which element is most critical to include in a crisis communication plan before a crisis occurs?
Answer: Pre-approved messages, spokesperson lists, and contact protocols
Pre-approved messages, spokesperson designations, and contact protocols allow organizations to respond rapidly and coherently when a crisis strikes.
After a crisis is resolved, what communication step is most important for rebuilding trust?
Answer: Issuing transparent post-crisis reports and demonstrating corrective actions taken
Transparent post-crisis communication that explains what happened and what corrective steps were implemented is essential for restoring stakeholder trust.
Which of the following describes 'crisis contagion' in communication?
Answer: The spread of a crisis to related organizations or industries due to association
Crisis contagion occurs when a crisis affecting one organization spreads to affiliated or similar organizations due to perceived association or shared risk.
What role does empathy play in effective crisis communication?
Answer: It demonstrates that the organization understands and cares about those affected, building credibility
Empathy in crisis communication shows genuine concern for affected parties, which builds trust and credibility even when the organization cannot immediately resolve the situation.