CCM_CHAP 1

A \_____ is a major occurrence with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services, or good name.

Crisis

A crisis is a \________with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services, or good name.

major occurrence

The size of the organization is\________. It can be a multinational corporation, a one-person business, or even an individual.

irrelevant

Example of: A crisis is not necessarily so catastrophic that the life of the organization is destroyed.

Exxon suffered the crisis of crises after its oil spill in 1989.

In a crisis, in contrast to a problem,...

events are occurring so rapidly

\_______ is a process of strategic planning for a crisis or negative turning point, a process that removes some of the risk and uncertainty from the negative occurrence and thereby allows the organization to be in greater control of its own destiny.

Crisis management

Crisis management is a process of strategic planning for a crisis or negative turning point, a process that removes some of the risk and uncertainty from the negative occurrence and thereby\______.

allows the organization to be in greater control of its own destiny

Crisis management is a process of \_______for a crisis or negative turning point, a process that removes some of the risk and uncertainty from the negative occurrence and thereby allows the organization to be in greater control of its own destiny.

strategic planning

\__________is the dialog between the organization and its public(s) prior to, during, and after the negative occurrence.

Crisis communications

Crisis communications are \_______prior to, during, and after the negative occurrence.

the dialog between the organization and its public(s)

The dialog of crisis communications details \_______designed to minimize damage to the image of the organization.

strategies and tactics

Effective crisis management includes crisis communications that not only can alleviate or eliminate the crisis but also can sometimes\__________.

bring the organization a more positive reputation than it had before the crisis

\________deals with publics.

Public relations

\________ are the specific audiences targeted by programs.

Publics

Examples of corporate publics include the following:

employees, customers, stockholders, community members, board members, unions, and retirees.

\________ can be used to build relationships with certain publics.

Proactive public relations programs

\_____ is at the heart of each type of public relations.

Trust

The example of proactive public relations program:

Media relations

The example of proactive public relations program:

Community relations

The example of proactive public relations program:

Employee/internal relations

The example of proactive public relations program:

Consumer relations

CSR (corporate social responsibility) is the example of:

Community relations

“Tactics would be the use of an intranet, newsletters, and other house organs, closed-circuit television, email and other social media, contests, awards, gifts” is the example of:

Employee/internal relations

Volunteers in non-profit organizations is the example of:

Employee/internal relations

“A returns policy, tours, sales advantages, brochures, posters/flyers, open houses, educational material, and a complaint system are possibilities.” is the example of:

Consumer relations

An organization does not consider utilizing public relations until it is in a crisis. Then it wants a\_________.

speedy recovery

A crisis communications plan is preferably a part of a company-wide \________that includes sections on evacuation, work sites, equipment, and so on.

crisis management plan

A crisis has \____ stages.

5

The first stage of the crisis:

Detection

The second stage of the crisis:

Prevention/preparation

The third stage of the crisis:

Containment

The fourth stage of the crisis:

Recovery

The last stage of the crisis:

Learning

The \_______phase may begin with noting warning signs.

detection

The detection phase can be called as:

prodromes or the prodromal stage

When an organization in the same business as yours suffers a crisis,\________.

it is a warning to your organization

Crisis detection also refers to a system within the organization in which \_____ are immediately notified of a crisis.

key personnel

Hosting community or employee picnics is the example of the \________:

crisis prevention tactics

Attending community meetings is the example of the \________:

crisis prevention tactics

Offering scholarships to employees and their children as well as to other children in the community is the example of the \________:

crisis prevention tactics

\______is the primary tool of preparedness that provides a functioning collective brain for all persons involved in a crisis.

Crisis communications plan

The \_______ provides a functioning collective brain for all persons involved in a crisis, persons who may not operate at normal capacity due to the shock or emotions of the crisis event.

crisis communications plan

\_________refers to the effort to limit the duration of the crisis or to keep it from spreading to other areas affecting the organization.

Containment

“Pepsi used an advertisement to end its crisis” is the example of:

Containment

“Foodmaker, parent company of the Jack-in-the-Box fast-food chain, was charged by PR critics with delaying the resolution of the E. coli crisis that killed several children and one adult in 1993” is the example of:

Containment

\_______ involves efforts to return the company to business as usual.

Recovery

“Snapps, a fast-food restaurant in Fort Pierce, Florida, suffered from a rumor that one of its managers had AIDS and had infected hamburgers.” is the example of:

Recovery

The \_____phase is a process of examining the crisis and determining what was lost, what was gained, and how the organization performed in the crisis.

learning

“The U.S. airlines that were plagued with hijackings during the 1960s and 1970s.” is the example of:

Learning

An organization in crisis must prove to its publics and general public that\________.

the prevailing negative opinion is not factual

\_______is difficult to define, but it is based on individuals’ attitudes toward specific issues.

Public opinion

\_____aims to reinforce positive attitudes, change negative attitudes, and provide information in a way that causes the opinionated and neutral to form the opinion most conducive to the organization’s function.

Public relations