Module 12

Question 1

Why do we fail to recognize a crisis?

Answer 1

1. Bias toward the usual
2. Cultural bias
3. Poor information flow
4. Organizational myths
5. Normalization of risks
6. Not our job

Question 2

What is important to managing a crisis?

Answer 2

1. Spotting signals
2. Pulling in data and assessing the situation
3. Developing a space and a culture to put the pieces back together

Question 3

When pulling in data, what criteria are important?

Answer 3

Assessment of the potential threat
Perceived importance
Immediacy
Uncertainty

Question 4

What are the principles of an incident command system

Answer 4

1. One person should be present, in charge, and empowered (incident commander)
2. The management structure is based on function
3. The role is separate from the person
4. Manage by objective

Question 5

What are the CDC’s principles of crisis communication

Answer 5

1. Be first
2. Be Right
3. Be Credible
4. Express Empathy
5. Promote Action
6. Show Respect

These are all about transparency and supporting transparent, effective communications

Question 6

What are the three critical steps to “preventing a crisis”?

Answer 6

Establish credibility with key audiences
Provide a coherent explanation of the problem
Propose specific and realistic solutions

Question 7

When working to explain the problem, what are some of the tools that can help support acceptance of the explanation?

Answer 7

Public comment
Appointment of an independent expert group
Internal agencies