Chapter 8 Crisis leadership in turbulent times

Question 1

• a time of intense difficulty, trouble, or danger
• a time when a difficult or important decision must be made
• the turning point when and important change takes place, indicating recovery or death

Answer 1

crisis

Question 2

3 parts of crisis management pyramid

Answer 2

1. prevention (bottom)
2. response and resumption
3. recovery (top)

Question 3

2 ways to define reputation

Answer 3

1. empathy (warm, trustworthy, caring)
2. competence (reliable, quality)

Question 4

3 axioms of managing the public attention

Answer 4

1. the public doesn’t see the whole picture
2. perception matters - the publics perception may be different
3. the public doesn’t pay much attention

Question 5

2 factors the media plays a role in crisis

Answer 5

1. societal significance
2. entertainment

Question 6

3 factors to making the best apology from a crisis

Answer 6

1. alacrity (an immediate willingness to apologize)
2. acknowledgment (an apology needs to have some acknowledgement)
3. amends (an apology must offer some amends to the party that was offended, to right the wrong, so to speak)

Question 7

company that came back better after the cyanide killer in Chicago happened

Answer 7

johnson & johnson (Tylenol)