Week 8: Crisis Communication Management

Question 1

2 kinds of communication necessary in a crisis.

Answer 1

• emergency response communication

- image restoration messages

Question 2

What should an emergency response communication include? (3 things)

Answer 2

• guidance for action
• reduce uncertainty
• provide guidance about where to acquire additional info

Question 3

3 image restoration tactics.

Answer 3

-in denial strategies (simple denial, shift blame)

-responsibility reducing strategies (avoid responsibility)
>provocation, defeasibility, accident, good intentions

-reducing offensiveness
>bolstering, minimization, differentiation, transcendence, attacking accuser, compensation

Question 4

2 strategies in crisis.

Answer 4

• corrective action (vows to restore situation to state before crisis and make changes to prevent it)
• mortification (admit responsibility and asks for forgiveness)

Question 5

4 types of audience.

Answer 5

• animated
• bemused
• concerned
• antagonistic