Crisis Response Strategies

Question 1

Coombs: Attack the accuser
Benoit: Reducing the credibility

Answer 1

The crisis manager confronts the person or group accusing the organization of wrongdoing.

Question 2

Coombs: Denial
Benoit: Simple denial

Answer 2

The crisis manager asserts that there is no crisis.

Question 3

Coombs: Scapegoat
Benoit: Shifting the blame / scapegoating

Answer 3

The crisis manager blames someone or a group outside the organization for the crisis.

Question 4

Coombs: Excuse
Benoit: Good intentions / transcendence

Answer 4

The crisis manager minimizes responsibility by denying intent or control over the crisis.

Question 5

Coombs: Justification
Benoit: Minimization

Answer 5

The crisis manager downplays the severity of the crisis or its impact.

Question 6

Coombs: Compensation
Benoit: Compensation

Answer 6

The crisis manager offers money or other gifts to victims.

Question 7

Coombs: Apology
Benoit: Mortification

Answer 7

The crisis manager takes full responsibility and asks for forgiveness.

Question 8

Coombs: Reminder
Benoit: Image bolstering

Answer 8

The organization reminds stakeholders of its past good actions.

Question 9

Coombs: Ingratiation
Benoit: (not explicitly labeled)

Answer 9

The crisis manager praises stakeholders and reminds them of shared values or support.

Question 10

Coombs: Victimage
Benoit: +/- Accident

Answer 10

The organization presents itself as a victim of the crisis as well.