Thẻ ghi nhớ: CCM301 của Vanh | Quizlet

1. Which of the following is the general definition of a crisis?

An organizational restructuring

A system failure causing stress

A new marketing campaign

A sudden economic downturn

A system failure causing stress

3. What is a primary component of a crisis? *

Positive financial outcomes

Predictable stakeholder actions

Potential for negative outcomes

Increased organizational efficiency

Potential for negative outcomes

4. What is a key difference between disasters and organizational crises? *

Disasters are always man-made, while organizational crises are natural

Disasters are larger in scale and require governmental response

Organizational crises are limited to financial issues only

Disasters do not pose any danger to societal goals

Disasters are larger in scale and require governmental response

5. How does the text define "reputation" in the context of crisis management? *

The amount of profit an organization generates annually

The number of stakeholders connected to the organization

The organizational structure and hierarchy

Stakeholder perceptions of the organization

Stakeholder perceptions of the organization

6. What is an operational crisis as defined in the text? *

A crisis that is limited to digital platforms

A crisis that disrupts organizational operations

A stakeholder misunderstanding

An issue resolved without organizational intervention

A crisis that disrupts organizational operations

7. What role does stakeholder expectation play in defining an organizational crisis? *

It is irrelevant to crisis identification

Stakeholders never influence crisis management processes

A crisis occurs when stakeholder expectations are violated

Expectations always align with organizational actions

A crisis occurs when stakeholder expectations are violated

8. What does the regenerative crisis model suggest about crises? *

Crises always follow a linear path

Crises only involve external stakeholders

Crises are resolved immediately after the trigger event

Crises can shift and evolve, reframing the situation

Crises can shift and evolve, reframing the situation

9. What is a paracrisis? *

A crisis that requires activation of the crisis team

A reputational crisis managed in full stakeholder view

A crisis with no potential impact on operations or reputation

A crisis solely related to internal communications

A reputational crisis managed in full stakeholder view

10. Which of the following illustrates how crisis management encompasses more than response efforts? *

It is limited to creating a crisis communication plan (CCP)

Crisis management focuses only on financial recovery

Crisis management neglects stakeholder concerns

It includes prevention, preparation, response, and revision

It includes prevention, preparation, response, and revision

11. What does the initial crisis management framework emphasize? *

Crisis life cycle and its stages

Financial loss prediction

Marketing and branding strategies

Organizational restructuring

Crisis life cycle and its stages

12. What is the first stage in most crisis frameworks? *

Pre Crisis

Resolution

Recovery

Containment

Pre Crisis

13. What happens during the pre crisis stage? *

Operations are shut down

Warning signs are identified

Financial audits are conducted

Stakeholder trust is ignored

Warning signs are identified

14. Which phase involves support for those affected by a crisis? *

Precrisis

Signal detection

Planning

Crisis impact

Crisis impact

15. What is a critical action in the postcrisis stage? *

Evaluating crisis response efforts

Ignoring stakeholder concerns

Reducing operational costs

Expanding marketing efforts

Evaluating crisis response efforts

16. How does the three-stage model help crisis managers? *

By avoiding stakeholder feedback

By organizing crisis insights

By organizing crisis insights

By eliminating communication issues

By organizing crisis insights

17. What is one key goal of the recovery phase? *

Reducing production costs

Restoring stakeholder confidence

Restructuring internal departments

Launching a new marketing campaign

Restoring stakeholder confidence

18. Why is signal detection crucial in the precrisis stage? *

It eliminates all risks

It avoids media scrutiny

It guarantees profit growth

It allows early prevention measures

It allows early prevention measures

19. What does the term 'resolution' signify in crisis management? *

The organization faces financial penalties

Stakeholders refuse to cooperate

The crisis is no longer a concern

The media continues coverage

The crisis is no longer a concern

20. What is the main idea of the three-stage model? *

Crisis management as an ongoing process

A linear approach to resolving crises

Financial prioritization in crises

Stakeholder disengagement strategies

Crisis management as an ongoing process

21. What action is part of the precrisis stage?

Communicating the resolution

Detecting potential risks

Rebuilding stakeholder trust

Launching new campaigns

Detecting potential risks

22. What does the three-stage approach organize?

Financial metrics for crisis recovery

Marketing strategies

Employee performance reviews

Crisis management into clear phases

Crisis management into clear phases

23. Which stage occurs after a crisis is resolved?

Post Crisis

Crisis impact

Pre Crisis

Recovery planning

Post Crisis

24. What does the pre crisis stage include?

Immediate response actions

Media engagement strategies

Stakeholder dispute resolution

Prevention and preparation efforts

Prevention and preparation efforts

25. Which activity belongs in the crisis stage?

Reviewing past crises

Containment of immediate threats

Updating financial reports

Creating future marketing plans

Containment of immediate threats

26. What marks the end of the crisis stage?

When financial losses are recovered

When the media stops reporting

When the situation is deemed resolved

When employees resume full duties

When the situation is deemed resolved

27. Which stage requires monitoring stakeholder concerns?

Postcrisis

Precrisis

Crisis impact

Business continuity

Post Crisis

28. How does postcrisis evaluation improve future efforts?

By reducing employee involvement

By refining response and prevention strategies

By focusing only on financial metrics

By eliminating precrisis preparation

By refining response and prevention strategies

29. What does signal detection help organizations achieve?

Faster recovery postcrisis

Improved media relations

Higher profit margins

Early identification of potential threats

Early identification of potential threats

30. Which activity is vital during the precrisis stage?

Revising organizational goals

Communicating the crisis resolution

Identifying and analyzing risks

Expanding operational capacity

Identifying and analyzing risks

31. What is the primary goal of diagnosing vulnerabilities in crisis preparation?

To eliminate all potential risks

To identify areas susceptible to crises

To predict future crises with certainty

To test organizational resilience

To identify areas susceptible to crises

32. Which of the following is NOT a typical factor considered when diagnosing vulnerabilities?

Industry type

Location

Employee satisfaction

Organizational size

Employee satisfaction

33. Diagnosing vulnerabilities is the ________ step in preparin for a crisis.

First

Second

Final

Last-minute

First

34. What type of analysis is critical for diagnosing vulnerabilities?

SWOT analysis

Root-cause analysis

Probability-impact analysis

Financial analysis

Probability-impact analysis

35. Which stakeholder group is commonly included in diagnosing vulnerabilities? Competitors

Internal employees

General public

Shareholders only

Internal employees

36. Which of the following represents an external vulnerability?

Poor crisis management team training

Lack of employee engagement

Natural disasters affecting the organization

Insufficient internal communication systems

Natural disasters affecting the organization

37. What is a key output of the vulnerability diagnostic process?

Risk mitigation plans

Crisis management team formation

Employee feedback reports

Prioritization of risks

Risk mitigation plans

38. What is the main limitation of focusing solely on probability when diagnosing vulnerabilities?

It ignores external factors

It assumes all risks have equal impact

It relies heavily on subjective opinions

It overlooks high-impact, low-probability events

It overlooks high-impact, low-probability events

39. What role does cross-department collaboration play in diagnosing vulnerabilities?

It focuses resources on a single risk

It ensures comprehensive risk identification

It reduces time spent on the diagnostic process

It limits stakeholder involvement in decision-making

It ensures comprehensive risk identification

40. In assessing crisis types, which factor is most important in evaluating vulnerability?

Organizational reputation

Crisis lifecycle

Stakeholder expectations

Internal resource availability

Stakeholder expectations

41. What is the primary purpose of observing red flags in crisis mitigation?

To resolve ongoing crises

To identify potential threats early

To train employees

To enhance organizational marketing

To identify potential threats early

42. Which type of information is crucial when observing for red flags?

External trends only

Stakeholder opinions only

Both internal and external information

Financial performance only

Both internal and external information

43. Which internal source is most often used to detect red flags?

Employee feedback

Social media monitoring

Industry regulations

Competitor analysis

Employee feedback

44. What external factors should organizations observe for potential red flags?

Employee satisfaction surveys

Changes in competitor strategies

Organizational mission statements

None of the above

Changes in competitor strategies

45. How do internal red flags differ from external ones?

Internal red flags are less significant

External red flags require no action

Internal red flags are usually caused by competitors

Internal red flags are within the organization’s control

Internal red flags are within the organization's control

46. Which organizational role is typically responsible for identifying red flags?

Marketing manager

Sales executive

Risk manager

Public relations specialist

Risk manager

47. What is the relationship between red flags and Boyd’s OODA loop in crisis management?

Red flags guide decisions during the "Observe" stage

Red flags are irrelevant to the OODA loop

Red flags are only observed during the "Act" stage

Red flags replace the "Decide" stage

Red flags guide decisions during the "Observe" stage

48. Which of the following could be an example of an external red flag?

An upcoming regulatory change in the industry

Increasing customer complaints about a product

Declining employee morale

Delayed project deadlines

An upcoming regulatory change in the industry

49. What is a major challenge when detecting red flags?

Stakeholder disagreement on priorities

Over-reliance on external factors

Lack of visible warning signs

Too much focus on financial performance

Lack of visible warning signs

50. What role does organizational culture play in detecting red flags?

It ensures compliance with industry regulations

It shapes how employees report potential issues

It eliminates external risks automatically

It focuses solely on financial crises

It shapes how employees report potential issues

51. Which of the following is a commonly assessed crisis type?

Strategic development crisis

Product harm crisis

Financial opportunity crisis

Cultural integration crisis

Product harm crisis

52. Which crisis type often stems from stakeholder dissatisfaction?

Paracrises

Natural disasters

Financial crises

Product recalls

Paracrises

53. How do reputational crises differ from operational crises?

Operational crises deal only with financial issues

Operational crises rarely affect stakeholder perceptions

Reputational crises are usually less visible to stakeholders

Reputational crises primarily focus on public image

Reputational crises primarily focus on public image

54. What is a key element of identifying crisis types?

Prioritizing the most profitable solutions

Understanding potential triggers and consequences

Avoiding communication with stakeholders

Focusing only on external risks

Understanding potential triggers and consequences

A crisis triggered by social media backlash is most likely categorized as:

An operational crisis

A natural disaster

A paracrisis

A technical failure

A paracrisis

56. Which factor is LEAST relevant when assessing crisis types?

Stakeholder expectations

Organizational history of crises

Crisis communication strategies

Competitor analysis

Competitor analysis

57. When assessing crisis types, what is the best approach for handling crises with a high reputational impact?

Treat them as operational crises from the start

Downplay the severity to minimize public concern

Act proactively to address stakeholder concerns

Wait until the operational impact is clear

Act proactively to address stakeholder concerns

58. What role do crisis clusters play in assessing crisis types?

They prioritize crises by financial loss potential

They group similar crises for easier management

They isolate crises with minimal organizational impact

They focus on historical responses

They group similar crises for easier management

59. An international airline experiences a sudden IT system outage, causing significant flight delays worldwide. Passengers vent their frustration online, tagging the airline in posts about poor service. The airline’s spokesperson is not immediately available for comments. Which crisis type is this, and what critical step should the airline take to mitigate reputational damage?

Paracrisis; ignore social media backlash until the system is restored

Reputational crisis; address complaints individually on social media

Operational crisis; provide live updates and offer compensation proactively

Financial crisis; cut ticket prices to win back customer trust.

Operational crisis; provide live updates and offer compensation proactively

60. A beverage company launches a new marketing campaign that unintentionally offends a specific cultural group. Social media platforms erupt with criticism, accusing the company of insensitivity. The campaign gains negative global attention, threatening the company’s brand image. How should this crisis be assessed, and what is the best immediate action?

Operational crisis; discontinue the product associated with the campaign

Paracrisis; apologize publicly and withdraw the campaign immediately

Financial crisis; reduce advertising expenses for the product

Reputational crisis; defend the campaign and clarify its intention

Paracrisis; apologize publicly and withdraw the campaign immediately

61. What is the primary purpose of a Crisis Communication Plan (CCP)?

To avoid all potential crises

To improve employee satisfaction

To guide organizations during a crisis

To increase sales

To guide organizations during a crisis

62. Which of the following is NOT a component of the CCP?

Crisis appendix

Mass notification system

Annual budget allocation

Stakeholder communication plan

Annual budget allocation

63. The CCP serves as a:

Rigid step-by-step manual

Reference tool during a crisis

Daily operational guide

Substitute for management training

Reference tool during a crisis

64. Which system is critical for ensuring that stakeholders are notified quickly during a crisis?

Social media monitoring system

Financial reporting system

Legal compliance system

Mass notification system

Mass notification system

65. The Crisis Communication Plan must include information for handling which groups?

Competitors only

Investors only

Stakeholders and the media

Customers and competitors

Stakeholders and the media

66. What is one reason the CCP alone is insufficient for crisis preparation?

It cannot predict all possible crises

It does not provide a detailed financial plan

It focuses only on external stakeholders

It ignores employee training

It cannot predict all possible crises

67. What does the CCP emphasize about communication during a crisis?

It must be minimal to avoid panic

It must be clear, consistent, and rapid

It should only target internal stakeholders

It should be postponed until the crisis resolves

It must be clear, consistent, and rapid

68. Which of the following best describes the CCP’s adaptability?

It is effective only for pre-determined crisis scenarios

It becomes obsolete after one year

It replaces the need for stakeholder feedback

It can adapt to different types of crises with proper preparation

It can adapt to different types of crises with proper preparation

69. Why are social intranets important in crisis communication plans?

They store financial data securely

They eliminate the need for media engagement

They provide a platform for internal communication

They automate external stakeholder responses

They provide a platform for internal communication

70. A manufacturing company experiences a sudden chemical spill at one of its facilities. Employees are evacuated, and local residents are raising concerns about their safety. Using the principles outlined in the Crisis Communication Plan (CCP), what should the company's first step be in addressing the situation?

Issue a detailed statement about the financial cost of the spill

Notify stakeholders through the mass notification system and provide clear safety instructions

Delay communication until the full impact of the spill is assessed, focus on resuming operations as quickly as possible

All are correct

Notify stakeholders through the mass notification system and provide clear safety instructions

71. What should a crisis communication system include?

A customer feedback system

A Mass Notification System

A Crisis Control Center

Both B and C are correct

Both B and C are correct

72. Which feature of the Mass Notification System allows recipients to respond?

Use of social media platforms

Interactive capability

Mobile device integration

Automated messaging

Interactive capability

73. What type of messages should the Mass Notification System send?

Short and clear messages

Company advertisements

Detailed operational reports

Financial updates

Short and clear messages

74. Why is redundancy in a crisis communication system important?

To ensure functionality if one system fails

To simplify the organizational structure

To comply with government regulations

To improve cost efficiency

To ensure functionality if one system fails

75. What is a limitation of using social media for mass notification?

It cannot reach employees

It is slower than email alerts

It depends on platform policies

It requires significant resources

It depends on platform policies

76. What ensures the operational readiness of the crisis communication system?

Regular testing and updates

Hiring additional crisis managers

Outsourcing system operations

Limiting its use to real crises

Regular testing and updates

77. How does a mobile-friendly Mass Notification System enhance its effectiveness?

By automating notifications

By reducing system costs

By enabling remote management

By integrating employee feedback

By enabling remote management

78. Why should employees learn about crises from the organization rather than the media?

To avoid panic caused by misinformation

To save time during communication

To reduce the organization's operational costs

To ensure compliance with legal requirements

To avoid panic caused by misinformation

79. What are three helpful features of a Mass Notification System?

Visual design, automated emails, and file storage

Social media integration, advertising tools, and media coverage reports

Interactive dashboards, financial reports, and live streaming

Mobile capabilities, image sharing, and message confirmation

Mobile capabilities, image sharing, and message confirmation

80. What should organizations prioritize when reviewing their crisis communication systems?

Enhancing public relations efforts

Meeting stakeholder preferences for communication methods

Ensuring system operability and alignment with the crisis management team’s needs Creating comprehensive crisis documentation

Ensuring system operability and alignment with the crisis management team's needs

81. What is reputation management focused on?

Increasing media coverage

Avoiding public feedback

Protecting stakeholder trust

Cutting operational costs

Protecting stakeholder trust

82. What benefit does effective reputation management provide?

Improved stakeholder trust

Reduced operational complexity

Eliminated financial risks

Limited transparency

Improved stakeholder trust

83. How does reputation management aid resilience?

By minimizing operational changes

By avoiding public engagement

By delaying crisis communication

By fostering stakeholder trust

By fostering stakeholder trust

84. Why is proactive reputation management important?

To avoid regulatory audits

To focus only on internal problems

To prevent issues from escalating

To reduce the need for communication

To prevent issues from escalating

85. What role do leaders play in reputation management?

Setting communication strategies

Limiting media interaction

Delegating public statements

Avoiding stakeholder feedback

Setting communication strategies

86. What influences reputation significantly?

Employee retention rates

Supply chain performance

Media coverage and public opinion

Marketing budgets

Media coverage and public opinion

87. How can reputation be rebuilt post-crisis?

By focusing on internal reviews

By showing accountability

By reducing stakeholder involvement

By limiting media transparency

By showing accountability

88. What strategy protects reputation during a crisis?

Ignoring media coverage

Honest and timely updates

Reducing team visibility

Delaying public statements

Honest and timely updates

89. Why is monitoring public sentiment essential?

To address concerns early

To reduce operational costs

To avoid external audits

To eliminate crisis communication

To address concerns early

90. A pharmaceutical company discovers that one of its medications has been linked to minor side effects in a small number of users. To maintain its reputation, what should the company prioritize as part of its reputation management strategy?

Emphasizing its positive achievements in unrelated areas to distract stakeholders

Acknowledging the issue publicly, ensuring transparency, and demonstrating corrective action

Highlighting competing companies' similar issues to shift attention away from the problem

Avoiding any public statement until all investigations are completed

Acknowledging the issue publicly, ensuring transparency, and demonstrating corrective action

91. Which of the following is the first step in the "Orient" stage?

Data analysis

Information collection

Stakeholder engagement

Strategic decision-making

Information collection

92. What does the "Orient" stage in crisis mitigation primarily focus on?

Observing red flags

Responding to a crisis

Conducting employee training

Collecting and analyzing information

Collecting and analyzing information

93. What is the primary goal of analyzing information during the "Orient" stage?

To identify potential actions

To predict competitor moves

To reduce operational costs

To improve marketing strategies

To identify potential actions

94. What is the role of stakeholder input in the "Orient" stage?

Stakeholders are the sole source of information

Stakeholder feedback helps contextualize the data

Stakeholders handle the entire analysis process

Stakeholder input is irrelevant at this stage

Stakeholder feedback helps contextualize the data

95. What challenge often arises during the information collection phase?

Over-reliance on internal data

Insufficient technological support

Information overload

Lack of interest from stakeholders

Information overload

96. Which analytical tool is commonly applied in the "Orient" stage for information processing?

SWOT analysis

Crisis communication plan

Risk mitigation framework

Market segmentation

SWOT analysis

97. What can lead to biases during the analysis phase?

Collecting data from diverse sources

Overemphasis on specific types of data

Using technology for analysis

Involving external consultants

Overemphasis on specific types of data

98. What role does technology play in the "Orient" stage?

Automating decision-making

Reducing the need for human analysts

Collecting and organizing large datasets

Creating crisis communication strategies

Collecting and organizing large datasets

99. What is a common risk if organizations fail to properly analyze collected information?

Financial loss

Decreased employee morale

Over-reliance on external consultants

Escalation of potential crises

Escalation of potential crises

100. How does the Boyd's OODA Loop apply to the "Orient" stage?

It helps organizations act immediately without analyzing

It emphasizes synthesizing data to form actionable insights

It focuses only on external information sources

It disregards stakeholder involvement

It emphasizes synthesizing data to form actionable insights

What is a key benefit of a positive corporate reputation?

Attracting customers

Increasing employee turnover

Generating investment interest

Decreasing media scrutiny

Attracting customers