PART TWO Flashcards
(15 cards)
What is the relationship between crises and uncertainty?
Crises are sudden and unforeseen events that generate uncertainty regarding communication and the situation itself. This uncertainty creates challenges in determining responsibility, cause, and impacts on stakeholders, complicating the communication process.
Who are stakeholders, and why are they important during a crisis?
Stakeholders are individuals or groups that have a vested interest in the organization, including employees, customers, creditors, regulatory agencies, media, competitors, and community members. They are crucial during a crisis because they seek information, accountability, and assurance regarding the situation.
What types of questions do stakeholders typically ask following a crisis?
Stakeholders often inquire about who is responsible for the crisis, why it occurred, and how they can protect themselves from its impacts. They seek clear and prompt answers to alleviate their concerns and confusion.
What challenges do organizations face in determining responsibility during a crisis?
Determining responsibility can be complex and may take weeks or even years. Organizations often engage in extensive debates about fault, contributing to uncertainty. The damage assessment may also be contentious and open to differing interpretations.
How does disagreement among stakeholders contribute to uncertainty in a crisis?
Disagreements about responsibility, impacts, and appropriate actions can create confusion and amplify uncertainty. Different stakeholders may hold varying views on the crisis, complicating the communication process and decision-making.
What is communication ambiguity, and how does it affect crisis communication?
Communication ambiguity refers to the presence of multiple interpretations regarding a crisis event. It complicates the communication process, as different stakeholder groups may have divergent understandings of the situation due to the uncertainty surrounding it.
When is ambiguity considered ethical or unethical in crisis communication?
Ambiguity is ethical when it fosters a complete understanding by providing alternative views based on unbiased data. Conversely, it is unethical if it uses biased or incomplete information to deceive stakeholders.
What should organizations avoid doing with crisis ambiguity?
Organizations should not intentionally heighten the ambiguity of a crisis to mislead or distract the public, as this can erode trust and credibility.
How does risk communication differ from crisis communication?
Risk communication is an interactive process aimed at exchanging information about potential future risks, while crisis communication addresses the specific circumstances of an ongoing or past event. Risk communication seeks to prevent crises, whereas crisis communication focuses on explaining the consequences of an already occurred event.
What is the significance of interactive dialogue in risk communication?
Interactive dialogue is essential in risk communication as it facilitates meaningful conversations among those affected by risk and those capable of managing it. This exchange allows stakeholders to express concerns and collaboratively address potential risks.
What is the first step in managing risk?
The first step in managing risk is risk identification, which involves recognizing, learning about, prioritizing, and adjusting behaviors to mitigate evolving risks.
What does mindfulness entail in the context of risk management?
Mindfulness involves being aware of changing conditions, recognizing new categories of problems, and understanding multiple perspectives. It requires adaptability and a willingness to consider the concerns of others to facilitate effective communication.
What are the five applications of mindfulness observed in high reliability organizations?
High reliability organizations demonstrate:
Preoccupation with failure:
Constantly monitoring for signs of failure.
Reluctance to simplify interpretations: Avoiding oversimplification of complex situations.
Sensitivity to operations:
Being aware of all operational aspects.
Commitment to resilience:
Learning from failures, regardless of size.
Deference to expertise:
Valuing input from knowledgeable individuals.
What are the advantages and disadvantages of a dialogue-centered versus technology-centered approach in risk communication?
Dialogue-centered approach:
Advantages: Inclusivity and democratic decision-making; considers stakeholders’ perspectives.
Disadvantages: Time-consuming and may require extensive facilitation.
Technology-centered approach:
Advantages: Efficient and relies on expert knowledge for informed decisions.
Disadvantages: Can alienate stakeholders and overlook their concerns or perspectives.
Why do individuals often defer to technical experts in risk communication?
Individuals defer to technical experts due to their lack of time and expertise to assess complex risks independently. Trust in expert knowledge allows the public to feel assured that safety standards are being upheld, especially in areas like public health and safety.
