Crisis Response Strategies Flashcards

(10 cards)

1
Q

Coombs: Attack the accuser
Benoit: Reducing the credibility

A

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

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2
Q

Coombs: Denial
Benoit: Simple denial

A

The crisis manager asserts that there is no crisis.

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3
Q

Coombs: Scapegoat
Benoit: Shifting the blame / scapegoating

A

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

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4
Q

Coombs: Excuse
Benoit: Good intentions / transcendence

A

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

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5
Q

Coombs: Justification
Benoit: Minimization

A

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

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6
Q

Coombs: Compensation
Benoit: Compensation

A

The crisis manager offers money or other gifts to victims.

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7
Q

Coombs: Apology
Benoit: Mortification

A

The crisis manager takes full responsibility and asks for forgiveness.

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8
Q

Coombs: Reminder
Benoit: Image bolstering

A

The organization reminds stakeholders of its past good actions.

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9
Q

Coombs: Ingratiation
Benoit: (not explicitly labeled)

A

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

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10
Q

Coombs: Victimage
Benoit: +/- Accident

A

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

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