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COMS > Crisis Com test #2 > Flashcards

Crisis Com test #2 Flashcards

1
Q

What is uncertainty?

A

The inability to determine the present or predict the future.

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2
Q

What is epistemological uncertainty?

A

The lack of knowledge we have following a crisis.

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3
Q

What is ontological uncertainty?

A

The future has little or no relationship with the past.

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4
Q

Who was Exxon’s CEO during the oil spill crisis, and in what year did it occur?

A

Lawrence Rawl, 1987

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5
Q

What must organizational members accept?

A

A crisis can start quickly and unexpectedly.

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6
Q

How should organizations not respond to crisis?

A

With routine solutions.

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7
Q

What is threat?

A

Perceptual.

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8
Q

How must crisis communicators communicate?

A

Early and often, regardless of whether they have critical info about the crisis.

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9
Q

Who are stakeholders?

A

Any groups of people internal or external to an organization who have a stake in the actions of the organizations.

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10
Q

What is communication ambiguity?

A

Multiple interpretations about the same event.

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11
Q

What should organizations not do purposely?

A

Heighten the ambiguity of a crisis to deceive or distract the public.

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12
Q

When is ambiguity ethical?

A

When it contributes to the complete understanding of an issue by posing alternative views that are based on complete and unbiased data that aim to inform

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13
Q

What is ambiguity unethical?

A

When it poses alternative interpretations using biased or incomplete information that aims to deceive

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14
Q

What does questions of evidence refer to?

A

the ambiguity created as a result of a complex legal battle of scientific debate concerning crisis evidence.

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15
Q

What are the three consistent questions?

A

Evidence, intent, and responsibility.

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16
Q

What do questions of evidence focus on?

A

How complexity breeds uncertainty and ambiguity because of multiple interpretations available in the data collection process.

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17
Q

What do questions of intent refer to?

A

Whether a crisis was an accident or the organization knowingly put everyone in danger.

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18
Q

What do questions of responsibility refer to?

A

The level and placement of blame that should be attributed to the organization for a crisis.

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19
Q

What must one be prepared to do in a crisis?

A

Defend your interpretation of the evidence surrounding the crisis.

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20
Q

What is difficult or impossible during a crisis?

A

Without good intentions prior to a crisis, recovery.

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21
Q

What do you need to do if you believe you are not responsible for the crisis?

A

Build a case for who is responsible and why.

22
Q

What are the key issues of uncertainty?

A
  • Unanswered questions
  • Need for information
  • Ambiguity
  • Personal Beliefs
23
Q

How should organizations prepare for uncertainty?

A

Through simulations and training.

24
Q

What does crisis challenge?

A

The way organizations think about and conduct their business.

25
Q

Where is the Emory River located?

A

Knoxville, Tenessee

26
Q

What company was responsible for the ash slide in 2008?

A

Tennessee Valley Authority

27
Q

Who was the chief executive of the TVA during the ash slide crisis?

A

Tom Kilgore

28
Q

What happened in Fargo and North Forks, ND and Moorhead and East Grand Forks, Minn?

A

There was a floor larger than predicted because the gauges were damaged, rain and temperature fluctuate, and the snow was twice as high as normal.

29
Q

What did the National Weather Service fail to do?

A

Take into account the variance of the flood levels in its communication; resulting in public confusion.

30
Q

Who was NYC mayor during 9/11?

A

Rudolph Giuliani

31
Q

What was Asian food laced with?

A

Melamine

32
Q

What company responded quickly to the melamine crisis?

A

King Car in Taiwan

33
Q

Who was the chairman of King Car during the melamine crisis?

A

Mr. Lee

34
Q

What did King Car do after realizing they had infected products?

A

Notified the country’s Department of Health, recalled the products, and called the media.

35
Q

Who took the company over from Kenneth Lay and flattened the leadership?

A

Jeffery Skilling

36
Q

What were the four points of Rice’s Code of Ethics for Enron?

A
  • Respect
  • Integrity
  • Communication
  • Excellence
37
Q

Who warned Kenneth Lay of Enron’s shady deals?

A

Sharron Watkins

38
Q

Who was the accountant responsible for the Enron case?

A

Arthur Andersen

39
Q

Where was the most significant nuclear accident?

A

Fukashima Daiichi

40
Q

What three events interacted with each other to create the Tokyo Electric Power Company disaster?

A

magnitude 9 earthquake, tsunami, industrial accident at TEPCO

41
Q

What was the industrial accident at TEPCO?

A

The basement was flooded and the plant lost electricity; this lead to the reactor overheating and the meltdown commenced.

42
Q

What is critical to crisis response?

A

Effective leadership

43
Q

Who brought Chrysler back from bankruptcy?

A

Lee Iacocca

44
Q

Who was the CEO of Maple Leafs Foods, and what crisis did they go through?

A

Michael McCain, there was a link between his companies food and food-born illness.

45
Q

What two company’s CEO’s who fought publicly?

A

Firestone CEO John Lampe and Ford CEO Jack Nassar

46
Q

What is contingency leadership?

A

Different leadership situations require different kinds of leadership.

47
Q

What is transformational leadership?

A

Both leaders and followers coming to agree on a shared vision and goals.

48
Q

What are virtues?

A

A predisposition to act in a positive or ethical way.

49
Q

What is STARCC?

A 
Simple messages
Timely messages
Accuracy 
Relevant messages
Credibility builds trust
Consistency
50
Q

What should leaders work to develop?

A

A positive company reputation during normal times to build a reservoir of goodwill

COMS (11 decks)

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