Communication Skills Crisis Communication 3

Question 1

Which of the following is an example of a 'preventable crisis' under Situational Crisis Communication Theory?

Accepted Answer

An employee data breach caused by organizational negligence in security protocols

Answer

Preventable crises result from deliberate or negligent organizational behavior, such as failing to maintain adequate data security measures.

Question 2

During a media briefing in a crisis, what technique helps a spokesperson stay on message when asked off-topic questions?

Accepted Answer

Using bridging phrases to redirect back to key messages

Answer

Bridging phrases such as 'What I can tell you is…' or 'The most important thing to know is…' allow spokespersons to acknowledge a question and pivot back to key messages.

Question 3

What is the purpose of a 'dark site' in crisis communication planning?

Accepted Answer

A pre-built, unpublished website that can be launched quickly with crisis information

Answer

A dark site is a pre-prepared website kept offline until a crisis occurs, enabling rapid deployment of accurate information to the public.

Question 4

When communicating with the media during a crisis, the phrase 'I don't know, but I will find out and get back to you' is:

Accepted Answer

An acceptable and credible response that preserves trust

Answer

Admitting you don't know but committing to follow up is honest and credible — fabricating information or guessing risks far more serious damage to trust.

Question 5

What distinguishes internal crisis communication from external crisis communication?

Accepted Answer

Internal communication targets employees and staff, while external communication targets the public and media

Answer

Internal crisis communication addresses employees and internal stakeholders, while external communication is directed at the public, media, customers, and regulators.

Communication Skills Practice Test

Communication Skills Practice Test

Communication Skills Crisis Communication 3