Crisis Communication & Management Flashcards

Which scenario represents a 'smoldering crisis' rather than a sudden crisis?

Answer: Repeated regulatory warnings about a product that eventually leads to a major recall

A smoldering crisis builds over time through ignored warning signs, whereas sudden crises erupt without prior symptoms.

The concept of 'issue management' in PR is most directly related to crisis communication because it:

Answer: Monitors and addresses emerging issues before they escalate into crises

Issue management is the proactive process of identifying and responding to emerging concerns before they develop into full-blown crises.

A spokesperson freezes or gives a rambling answer during a live press conference. The BEST immediate corrective action is to:

Answer: Pause, acknowledge the complexity of the question, and pivot to a key message

Pausing to collect thoughts and bridging to a key message is a trained media response technique that recovers composure without escalating the situation.

Which ethical principle is most at risk when an organization withholds crisis information to protect its stock price?

Answer: Transparency

Withholding material information violates transparency, a core ethical principle in public relations and may also violate SEC disclosure laws.

The '3-C' model of crisis communication stands for:

Answer: Clarity, Consistency, Compassion

The 3-C model emphasizes delivering clear information, maintaining consistent messaging across channels, and showing compassion for those affected.

When a crisis involves multiple organizations (e.g., a supply chain failure), who should ideally serve as the primary public spokesperson?

Answer: The company most directly responsible or most visible in the crisis

The organization most directly responsible or publicly associated with the crisis typically leads communication to avoid fragmented, contradictory messaging.

Which of the following best illustrates the concept of 'organizational resilience' in crisis communication?

Answer: Learning from a crisis, improving processes, and communicating changes to stakeholders

Organizational resilience involves not only recovering from a crisis but demonstrating adaptive change and transparent communication about improvements made.