Crisis Communication & Management Flashcards
6 cards from real DRI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Crisis Communication & Management flashcards as text
Which element of crisis communication addresses the psychological needs of affected individuals?
Answer: Empathy statements and acknowledgment of harm
Empathy statements that acknowledge harm and express genuine concern address the emotional and psychological needs of those affected, which is a critical component of effective crisis communication.
What is 'message mapping' in crisis communication?
Answer: A technique for organizing key messages, supporting facts, and proof points for different audiences
Message mapping is a structured technique for organizing an organization's core communication messages, supporting facts, and proof points in a way that can be quickly adapted for different audiences and media formats during a crisis.
During a rapidly evolving crisis where full information is unavailable, which approach is BEST?
Answer: Communicate what is known, acknowledge what is unknown, and commit to updates
Communicating what is known while acknowledging uncertainty and committing to updates demonstrates transparency and maintains credibility, preventing the information vacuum that rumors fill.
Which communication channel is typically MOST effective for reaching employees during an on-site emergency requiring immediate evacuation?
Answer: Mass notification system with phone, text, and PA system alerts
A mass notification system that simultaneously uses multiple channels—phone calls, text messages, PA announcements—reaches the broadest audience in the shortest time, which is critical for life-safety emergencies.
What role does social media play in modern crisis communication?
Answer: It serves as both a monitoring tool to detect emerging crises and a rapid communication channel
Social media is both an early warning system for detecting developing crises and a real-time communication channel for reaching stakeholders. Organizations must monitor and engage on social media as an integral part of crisis communication.
A media spokesperson should do which of the following when facing a question they cannot answer?
Answer: Acknowledge they don't have the information and commit to following up
Acknowledging the limits of one's knowledge and committing to follow up is the appropriate response. Speculation and misdirection damage credibility far more than admitting information is not yet available.