Chapter 1

Question 1

Crisis Management requires the integration of knowledge from diverse areas such as:

Answer 1

Small-group decision making, media relations, environmental scanning, risk assessment, crisis communication, crisis plan development, evaluation methods, disaster sociology, and reputation management.

Question 2

What are the three stages of crisis management?

Answer 2

Pre-crisis, crisis event, and post-crisis

Question 3

Crisis

Answer 3

Some breakdown in a system that creates shared stress. A crisis disrupts or affects the entire organization. Crises also have the potential to create negative or undesirable outcomes.

Question 4

Disaster

Answer 4

Events that are sudden, seriously disrupt routines of the system, require new courses of action to cope with the disruption and pose a danger to values and social goals. Disasters are large in scale and require response from multiple governmental units.

Question 5

Organization Crisis

Answer 5

The perception of an unpredictable event that threatens important expectancies of stakeholders related to health, safety, environmental, and economic issues, and can seriously impact an organization’s performance and generate negative outcomes.

Question 6

Stakeholder

Answer 6

A person or group that is affected by or can affect an organization.
(Management must be able to see the event from the stakeholders’ perspective to properly assess whether a crisis has occurred.)

Question 7

What damage can a crisis cause?

Answer 7

Financial loss (lost productivity, a drop in earnings), but also injuries or deaths to stakeholders, structural or property damage (on and off site), tarnishing of a reputation, damage to a brand, and environmental harm.

Question 8

Crisis Management

Answer 8

Represents a set of factors designed to combat crises and to lessen the actual damage inflicted. It seeks to prevent or lessen the negative outcome of a crisis and thereby protect the organization, stakeholders, and industry from harm. Crisis management has evolved from emergency preparedness and, drawing from that base, comprises a set of four interrelated factors: prevention, preparation, response, and revision.

Question 9

Prevention

Answer 9

a.k.a. mitigation, represents the steps taken to avoid crises. Prevention is largely unseen by the public.

Question 10

Preparation

Answer 10

Is the best-known factor in crisis management because it includes the Crisis Management Plan (CMP). Preparation also involves diagnosing crisis vulnerabilities, selecting and training a crisis management team and spokespersons, creating a crisis portfolio, and refining a crisis communication system.

Question 11

Response

Answer 11

The application of the preparedness components to a crisis. Response is very public during an actual crisis.

Question 12

Recovery

Answer 12

Part of the response is recovery, which denotes the organization’s attempts to the return to normal operations as soon as possible following a crisis. Business continuity is the name used to cover the efforts to restore operations to normal.

Question 13

Revision

Answer 13

The fourth crisis factor. It involves evaluation of the organization’s response in simulated and real crises, determining what it did right and what it did wrong during its crisis management performance.

Question 14

Crisis Management Framework Stages Approaches

Answer 14

A staged approach means that the crisis management function is divided into discrete segments that are executed in a specific order.

Question 15

Fink’s Staged Approaches

Answer 15

Four Stages in the crisis life cycle:

1) Prodromal: Clues or hints of a potential crisis begin to emerge;
2) Crisis breakout or accurate: a triggering event occurs along with the attendant;
3) Chronic: The efforts of the crisis linger as efforts to clean up the crisis progress;
4) Resolution: there is some clear signal that the crisis is no longer a concern to stakeholders - its over

Question 16

Sturges’s Staged Approaches

Answer 16

Five Stages in the crisis life cycle:

1) signal detection: new crisis warning signs should be identified and acted upon to prevent a crisis;
2) probing and prevention: organization members search known crisis risk factors and work to reduce their potential for harm
3) damage containment: a crisis hits and organization members try to prevent damage from spreading into uncontaminated part of the organization or its environment;
4) recovery: organization members work to return to normal business operations as soon as possible; and
5) learning: organization members review and critique their crisis management efforts, thereby adding to the organization’s memory.

Question 17

Can I edit?

Answer 17

Yes