CCM301 - Fall26

"What role does documentation play in organizational learning?
A) It reduces the need for employee training
B) It minimizes communication with stakeholders
C) It eliminates the need for postcrisis evaluation
D) It ensures lessons are accessible for future crises

Đáp án đúng: D. It ensures lessons are accessible for future crises"

"What marks the end of the crisis stage?
A) When financial losses are recovered
B) When the media stops reporting
C) When the situation is deemed resolved
D) When employees resume full duties

Đáp án đúng: C. When the situation is deemed resolved"

"Who are considered primary stakeholders during a crisis?
A) Media personnel
B) Victims of the crisis
C) Nonvictims
D) Competitors

Đáp án đúng: B. Victims of the crisis"

"Why is monitoring an essential part of implementing preventive actions?
A) To ensure the actions remain effective over time
B) To reduce the need for future preventive actions
C) To shift responsibility to external stakeholders
D) To avoid making adjustments based on results

Đáp án đúng: A. To ensure the actions remain effective over time"

"Which of the following does the evaluation of issues management depend on?
A) The number of stakeholders involved
B) The goals of the issues management effort
C) The financial resources allocated
D) The media coverage received

Đáp án đúng: B. The goals of the issues management effort"

"What role does data analysis play in evaluating threat reduction? | A) It eliminates the need for stakeholder involvement | B) It prioritizes financial losses over reputational damage | C) It identifies gaps in current strategies | D) It solely focuses on qualitative data

Đáp án đúng: C. It identifies gaps in current strategies"

"A crisis triggered by social media backlash is most likely categorized as: | A) An operational crisis | B) A natural disaster | C) A paracrisis | D) A technical failure

Đáp án đúng: C. A paracrisis"

"Which of the following is NOT a responsibility of a spokesperson? | A) Manage communication consistency | B) Handle financial audits | C) Respond to media inquiries | D) Disseminate crisis information

Đáp án đúng: B. Handle financial audits"

"Why is urgency a key factor in ""selling the crisis""? | A) It compels immediate stakeholder action | B) It reduces long-term organizational goals | C) It avoids media involvement entirely | D) It limits public awareness of the crisis

Đáp án đúng: A. It compels immediate stakeholder action"

"Which of the following is a critical element of a crisis response? | A) Limiting public engagement | B) Avoiding detailed updates | C) Transparency and honesty in communication | D) Focusing solely on internal discussions

Đáp án đúng: C. Transparency and honesty in communication"

"What does managing reputation during a crisis primarily aim to reduce? | A) Financial losses | B) Media coverage | C) Negative media exposure | D) Stakeholder support

Đáp án đúng: C. Negative media exposure"

"What is a key consideration when selecting communication platforms during a crisis? | A) Using platforms preferred by the organization | B) Limiting the number of platforms used | C) Avoiding social media platforms | D) Choosing platforms based on target audiences

Đáp án đúng: D. Choosing platforms based on target audiences"

"Reputation management as part of the crisis response aims to: | A) Apologize to the victims only | B) Create viral media content | C) Rebuild trust and manage negative perceptions | D) Reduce the need for legal intervention

Đáp án đúng: C. Rebuild trust and manage negative perceptions"

"When should organizations avoid the use of scapegoating strategies? | A) When stakeholders perceive the organization as highly credible | B) When there is evidence linking the crisis to an external party | C) When the organization has strong relationships with its stakeholders | D) When stakeholders expect the organization to take responsibility

Đáp án đúng: D. When stakeholders expect the organization to take responsibility"

"What does the rebuilding posture include as a key element? | A) Compensation and apology | B) Denial and scapegoating | C) Excusing and justification | D) Attacking the accuser

Đáp án đúng: A. Compensation and apology"

"Which platform is ideal for providing quick updates in follow-up communication? | A) Printed brochures | B) Social media platforms like Twitter | C) Telephone hotlines | D) Weekly newsletters

Đáp án đúng: B. Social media platforms like Twitter"

"Which role does crisis tracking play in the continuity of actions? | A) To ignore ongoing issues | B) To enhance follow-up communication | C) To limit stakeholder involvement | D) To focus on internal operations only

Đáp án đúng: B. To enhance follow-up communication"

"Which variable is NOT one of the four major crisis variables used for evaluation? | A) Crisis type | B) Crisis phases | C) Organizational culture | D) Stakeholders

Đáp án đúng: C. Organizational culture"

"Which tool aids knowledge retention in crisis management? | A) Crisis response logs and reports | B) Financial audits | C) Employee satisfaction surveys | D) Marketing performance data

Đáp án đúng: A. Crisis response logs and reports"

"What is a key component of knowledge management? | A) Reducing the involvement of leadership | B) Collecting and sharing relevant crisis data | C) Avoiding team collaboration | D) Ignoring external feedback

Đáp án đúng: B. Collecting and sharing relevant crisis data"

"Why is signal detection crucial in the precrisis stage? | A) It eliminates all risks | B) It avoids media scrutiny | C) It guarantees profit growth | D) It allows early prevention measures

Đáp án đúng: D. It allows early prevention measures"

"Which of the following best defines a crisis according to Perry (2007)? | A) A minor disruption in operations | B) A breakdown in a system creating shared stress | C) An event that requires no response | D) A planned event for risk mitigation

Đáp án đúng: B. A breakdown in a system creating shared stress | Ghi chú trong tài liệu: Khóa gốc ghi D. Phương án B phù hợp với câu hỏi hơn."

What are the three substages of the precrisis stage in the three-stage approach? | A) Risk assessment

crisis containment

According to the Burson-Marsteller and Penn Schoen Berland study

" what percentage of managers felt that social media increased their vulnerability to crises? | A) 25% | B) 40% | C) 55% | D) 70%

"Which strategy helps leaders remain effective during crises? | A) Staying calm and focused under pressure | B) Avoiding tough decisions | C) Delegating all responsibilities | D) Ignoring team feedback

Đáp án đúng: A. Staying calm and focused under pressure"

"Issues management is a ___ approach intended to shape how an issue develops and is resolved. | A) systematic | B) problem | C) risk | D) rummor

Đáp án đúng: A. systematic"

In 2016

Formosa Ha Tinh chemical factory caused a serious environmental disaster on the central coast of Vietnam. In case you were a PR staff of a chemical company in Vietnam at that time

"What can effective issues management prevent? | A) Full-scale crises | B) Improved team cohesion | C) Media coverage | D) Stakeholder engagement

Đáp án đúng: A. Full-scale crises"

"What is a marker of a positive reputation for an organization? | A) Favorable stakeholder relationships | B) High financial performance | C) Extensive marketing efforts | D) A large number of employees

Đáp án đúng: A. Favorable stakeholder relationships"

"What benefit does effective reputation management provide? | A) Improved stakeholder trust | B) Reduced operational complexity | C) Eliminated financial risks | D) Limited transparency

Đáp án đúng: A. Improved stakeholder trust"

"Why do organizations often engage in risk communication? | A) To hide risks from stakeholders | B) To explain risks and protective measures | C) To increase stakeholder anxiety | D) To limit public awareness

Đáp án đúng: B. To explain risks and protective measures"

"How does the Jones and Chase model address risk management? | A) By providing a step-by-step guide for managing reputational crises | B) By emphasizing the prevention of physical risks only | C) By proposing five stages for addressing issues | D) By focusing on postcrisis evaluation only

Đáp án đúng: C. By proposing five stages for addressing issues"

"Which of the following best describes the concept of ""red flags"" in crisis management? | A) Indicators of financial success | B) Warning signs that signal potential crises | C) Positive stakeholder feedback | D) Evidence of effective communication

Đáp án đúng: B. Warning signs that signal potential crises"

"Which type of information is crucial when observing for red flags? | A) External trends only | B) Stakeholder opinions only | C) Both internal and external information | D) Financial performance only

Đáp án đúng: C. Both internal and external information"

"Content analysis converts written information into ___ data for analysis. | A) internal | B) external | C) free | D) quantifiable

Đáp án đúng: D. quantifiable"

"Which action involves creating changes to eliminate or reduce the likelihood of a crisis? | A) Monitoring | B) Diffusing | C) Ignoring | D) Analyzing

Đáp án đúng: B. Diffusing"

"Which type of crisis prevention measure focuses on reducing risk levels? | A) Reputation management | B) Crisis response strategies | C) Issues management | D) Risk management

Đáp án đúng: D. Risk management"

"What is the key outcome of effective monitoring? | A) Increased uncertainty | B) Enhanced understanding of risk management | C) Ignoring warning signs | D) Immediate implementation of changes

Đáp án đúng: B. Enhanced understanding of risk management"

"Which response option is NOT a way to handle a challenge paracrisis? | A) Refusal | B) Revision | C) Ignoring | D) Recognition

Đáp án đúng: C. Ignoring"

"What role does cross-department collaboration play in diagnosing vulnerabilities? | A) It focuses resources on a single risk | B) It ensures comprehensive risk identification | C) It reduces time spent on the diagnostic process | D) It limits stakeholder involvement in decision-making

Đáp án đúng: B. It ensures comprehensive risk identification"

"What role do crisis clusters play in assessing crisis types? | A) They prioritize crises by financial loss potential | B) They group similar crises for easier management | C) They isolate crises with minimal organizational impact | D) They focus on historical responses

Đáp án đúng: B. They group similar crises for easier management"

"Which one is important for CMT members while taking action? | A) Ignoring team input | B) Group decision-making | C) Working independently | D) Avoiding discussions

Đáp án đúng: B. Group decision-making"

"Which of the following is a characteristic of an effective Crisis Management Team? | A) Lack of communication skills | B) Diverse functional representation | C) Ignoring feedback | D) Limited training

Đáp án đúng: B. Diverse functional representation"

Imagine you are tasked with training a new spokesperson for a company facing a potential crisis. Based on the research

" what would be the most innovative method to help the spokesperson manage stress and perform under pressure during media interviews? | A) Using visualization techniques to rehearse crisis scenarios and enhance stress management | B) Encouraging the spokesperson to rely solely on prepared scripts to maintain control | C) Providing regular breaks during media interviews to reduce stress levels | D) Allowing the spokesperson to observe others during press conferences and critique their performance

"Which of the following is considered a duty of the spokesperson during a crisis? | A) To avoid appearing on camera | B) To present crisis information clearly | C) To ignore media inquiries | D) To redirect questions to other team members

Đáp án đúng: B. To present crisis information clearly"

"Which information should be recorded when the incident was first apparent? | A) The time media reported the crisis | B) The exact moment the crisis was noticed by the organization | C) The estimated time for resolution | D) The date of the next team meeting

Đáp án đúng: B. The exact moment the crisis was noticed by the organization"

"What is the primary purpose of a Crisis Communication Plan (CCP)? | A) To avoid all potential crises | B) To improve employee satisfaction | C) To guide organizations during a crisis | D) To increase sales

Đáp án đúng: C. To guide organizations during a crisis"

"How does a CCP help reduce response time during a crisis? | A) By complicating the decision-making process | B) By gathering necessary elements together beforehand | C) By relying on spontaneous reactions | D) By limiting communication to only the top executives

Đáp án đúng: B. By gathering necessary elements together beforehand"

"Which of the following should be included in a crisis knowledge database? | A) Past crisis knowledge | B) Employee performance evaluations | C) Marketing strategies | D) Financial reports

Đáp án đúng: A. Past crisis knowledge"

"What challenge arises from using generalized risk communication for diverse stakeholder groups? | A) It leads to higher costs for the organization | B) It overburdens the crisis management team | C) It risks misinterpretation due to cultural differences | D) It eliminates the need for mass notification systems

Đáp án đúng: C. It risks misinterpretation due to cultural differences"

"What does the term ""immediacy"" refer to in the context of crisis dimensions? | A) The emotional response to the crisis | B) The time pressure involved with the crisis | C) The financial impact of the crisis | D) The geographic location of the crisis

Đáp án đúng: B. The time pressure involved with the crisis"

"Which of the following is a common mistake in group decision-making? | A) Thorough analysis of options | B) Failure to identify the correct cause of a problem | C) Effective communication | D) Comprehensive evaluations

Đáp án đúng: B. Failure to identify the correct cause of a problem"

"What is the primary goal of information gathering in a crisis? | A) To create confusion | B) To conduct an organized search | C) To ignore external stakeholders | D) To prioritize personal opinions

Đáp án đúng: B. To conduct an organized search"

"What is the ""golden hour"" rule in crisis communication? | A) The first hour after a crisis is the least important. | B) The first hour is critical for providing initial crisis responses. | C) The first hour allows for detailed analysis. | D) The first hour should be spent in silence.

Đáp án đúng: B. The first hour is critical for providing initial crisis responses."

"Why is tone important in a crisis response? | A) It avoids public scrutiny | B) It focuses only on the internal audience | C) It simplifies the communication process | D) It conveys empathy and professionalism

Đáp án đúng: D. It conveys empathy and professionalism"

"Which of the following is an essential component of strategic crisis communication? | A) Ignoring stakeholders | B) Consistency in messaging | C) Delaying response | D) Denying accountability

Đáp án đúng: B. Consistency in messaging"

"Which of the following is NOT a target audience during a crisis response? | A) Victims | B) Voyeurs | C) Nonvictims | D) Competitors

Đáp án đúng: D. Competitors"

"What is the first type of information presented in a crisis response? | A) Adjusting information | B) Reputation management | C) Instructing information | D) Media statements

Đáp án đúng: C. Instructing information"

"What does the SCCT recommend for crises with a history of similar issues or unfavorable prior reputations? | A) Denial strategies | B) Reinforcing strategies | C) Ignoring public feedback | D) Diminishment or rebuilding strategies

Đáp án đúng: D. Diminishment or rebuilding strategies"

"Which of the following is the purpose of crisis response strategies? | A) To confuse stakeholders | B) To address a crisis with clear actions and words | C) To limit communication | D) To ignore public opinion

Đáp án đúng: B. To address a crisis with clear actions and words"

"What does follow-up communication include? | A) Delivering promised information and providing updates | B) Ending all forms of communication post-crisis | C) Ignoring inquiries from stakeholders | D) Preparing new marketing materials

Đáp án đúng: A. Delivering promised information and providing updates"

Which organizational assets do impact evaluation measures damage factors relate to? | A) Technology and innovation | B) People

reputation

Which type of data is commonly used in crisis evaluation? | A) Supply chain analyses | B) Marketing campaign outcomes | C) Product innovation metrics | D) Surveys

interviews

"Which of the following is a disadvantage of using organizational memory? | A) Encourages learning from past mistakes | B) Can become outdated if not regularly updated | C) Enhances decision-making processes | D) Serves as a repository of knowledge

Đáp án đúng: B. Can become outdated if not regularly updated"

"What is the relationship between a crisis and stakeholder perceptions? | A) A crisis exists only if stakeholders perceive it as such | B) A crisis is unrelated to stakeholder perceptions | C) Stakeholders never influence crisis definition | D) Crises are always internal and not linked to stakeholders

Đáp án đúng: A. A crisis exists only if stakeholders perceive it as such"

"Which of the following is the general definition of a crisis? | A) A sudden economic downturn | B) An organizational restructuring | C) A system failure causing stress | D) A new marketing campaign

Đáp án đúng: C. A system failure causing stress"

"What do operational crises involve? | A) Financial audits | B) Actual or potential disruption to organizational operations | C) Routine organizational meetings | D) Customer satisfaction surveys

Đáp án đúng: B. Actual or potential disruption to organizational operations"

"What does the precrisis stage include? | A) Immediate response actions | B) Media engagement strategies | C) Stakeholder dispute resolution | D) Prevention and preparation efforts

Đáp án đúng: D. Prevention and preparation efforts"

"The value of an organization's reputation can: | A) Attract customers | B) Deter employees | C) Increase negative media coverage | D) Create crises

Đáp án đúng: A. Attract customers"

"How can leaders prepare for potential crises? | A) By avoiding risk assessments | B) By neglecting employee input | C) By engaging in scenario planning | D) By focusing only on day-to-day operations

Đáp án đúng: C. By engaging in scenario planning"

"Which of the following is the primary focus of issues management? | A) The immediate response to crises | B) The identification of issues and actions taken to affect them | C) Ignoring external factors | D) Only internal organizational matters

Đáp án đúng: B. The identification of issues and actions taken to affect them"

"Which area does issues management primarily target? | A) Financial audits and reports | B) Supply chain logistics | C) Emerging trends and challenges | D) Employee satisfaction surveys

Đáp án đúng: C. Emerging trends and challenges"

What elements should be decided upon in the Jones and Chase model? | A) The organizational hierarchy | B) Specific messages

timing

"Which type of interaction is most significant for building a favorable reputation? | A) Indirect interactions | B) Mediated reports | C) Direct interactions | D) Social media comments

Đáp án đúng: C. Direct interactions"

"Risk factors are described as: | A) Uncommon occurrences | B) An integral part of an organization's operation | C) Only related to financial risks | D) Always predictable

Đáp án đúng: B. An integral part of an organization's operation"

"Why is understanding stakeholder relationships important for an organization? | A) It is not particularly significant. | B) It helps in managing reputation and addressing threats effectively. | C) It solely focuses on internal policies. | D) It limits the organization's operational flexibility.

Đáp án đúng: B. It helps in managing reputation and addressing threats effectively."

What distinguishes risk management from issues management? | A) Risk management is exclusively internal

while issues management is external | B) Risk management prevents crises

"Which of the following could be an example of an external red flag? | A) An upcoming regulatory change in the industry | B) Increasing customer complaints about a product | C) Declining employee morale | D) Delayed project deadlines

Đáp án đúng: A. An upcoming regulatory change in the industry"

"Which organizational role is typically responsible for identifying red flags? | A) Marketing manager | B) Sales executive | C) Risk manager | D) Public relations specialist

Đáp án đúng: C. Risk manager"

"Which of the following is the first step in the ""Orient"" stage? | A) Data analysis | B) Information collection | C) Stakeholder engagement | D) Strategic decision-making

Đáp án đúng: A. Data analysis"

"What should organizations do after deciding on a preventive action? | A) Evaluate its effectiveness | B) Wait for further threats to appear | C) Focus only on public relations | D) Disregard monitoring efforts

Đáp án đúng: A. Evaluate its effectiveness"

"What is the role of stakeholder input in the Orient"" stage? | A) Stakeholders are the sole source of information | B) Stakeholder feedback helps contextualize the data | C) Stakeholders handle the entire analysis process | D) Stakeholder input is irrelevant at this stage

Đáp án đúng: B. Stakeholder feedback helps contextualize the data"

"Which response strategy is most effective for managing paracrises? | A) Delaying responses until stakeholders calm down | B) Redirecting attention to unrelated issues | C) Transparency and public acknowledgment | D) Ignoring public feedback entirely

Đáp án đúng: C. Transparency and public acknowledgment"

"Which of the following represents an external vulnerability? | A) Poor crisis management team training | B) Lack of employee engagement | C) Natural disasters affecting the organization | D) Insufficient internal communication systems

Đáp án đúng: C. Natural disasters affecting the organization"

"What are ""soft skills,"" and why are they important for crisis management team members? | A) Technical abilities; they are critical for problem-solving | B) Personal attributes; they help in managing relationships and communication | C) Physical skills; they enable team members to work in hazardous environments | D) Analytical skills; they help in forecasting financial impacts

Đáp án đúng: B. Personal attributes; they help in managing relationships and communication"

"Crisis management teams are usually composed of: | A) External consultants only | B) Senior executives only | C) Employees from different functional areas | D) Stakeholders from outside the organization

Đáp án đúng: C. Employees from different functional areas"

"How should a spokesperson handle multiple questions asked at once? | A) Address only the easiest part of the question | B) Provide a general response to all parts simultaneously | C) Organize the response by numbering each part | D) Redirect the question to another team member

Đáp án đúng: C. Organize the response by numbering each part"

"Which skill is essential for a spokesperson when presenting messages to the media? | A) Technical writing skills | B) Public speaking and media engagement skills | C) Knowledge of legal terminology | D) Financial analysis

Đáp án đúng: B. Public speaking and media engagement skills"

What does the CCP emphasize about communication during a crisis? | A) It must be minimal to avoid panic | B) It must be clear

consistent

"Why are social intranets important in crisis communication plans? | A) They store financial data securely | B) They eliminate the need for media engagement | C) They provide a platform for internal communication | D) They automate external stakeholder responses

Đáp án đúng: C. They provide a platform for internal communication"

"Which system is critical for ensuring that stakeholders are notified quickly during a crisis? | A) Social media monitoring system | B) Financial reporting system | C) Legal compliance system | D) Mass notification system

Đáp án đúng: D. Mass notification system"

"What should a crisis communication system include? | A) A customer feedback system | B) A Mass Notification System | C) A Crisis Control Center | D) Both B and Care correct

Đáp án đúng: D. Both B and Care correct"

"Which of the following is the first step in preparing a community for a crisis? | A) Running checks on the warning system | B) Explaining the dangers that different crises pose to the community | C) Assessing the community's ability to respond | D) Checking whether stakeholders understand sample crisis messages

Đáp án đúng: B. Explaining the dangers that different crises pose to the community"

"Which role does emotion play in persuasive presentations? | A) It is irrelevant | B) It should be avoided | C) It enhances engagement through dramatic presentation | D) It complicates the message

Đáp án đúng: C. It enhances engagement through dramatic presentation"

"Which one is a potential risk of keeping a crisis quiet? | A) Increased stakeholder trust | B) Exposure leading to a more severe crisis | C) Enhanced public relations | D) Improved crisis resolution

Đáp án đúng: B. Exposure leading to a more severe crisis"

"Your crisis team is managing an environmental spill that has gained media attention. Multiple sources are reporting conflicting data about the extent of the damage. What should your team prioritize to ensure accurate information is processed effectively? | A) Rely on internal reports to avoid confusion | B) Cross-check data from reliable sources and verify accuracy | C) Focus only on the most optimistic reports to reassure stakeholders | D) Delay sharing information until all sources agree

Đáp án đúng: B. Cross-check data from reliable sources and verify accuracy"

"What should crisis managers prioritize in their internal communication? | A) External media coverage | B) Silence to avoid panic | C) Timely information to employees | D) Marketing strategies

Đáp án đúng: C. Timely information to employees"

A well-known technology company has started receiving numerous complaints from customers about a newly launched smartphone overheating during regular use. The issue has started gaining attention on social media

with some users posting pictures of burnt devices. The company's internal review reveals a potential manufacturing defect in a specific batch of products. As part of its risk management strategy

"Which statement about confidentiality in a CCP is true? | A) It is optional to share with others | B) It should be openly discussed | C) It is critical to maintain confidentiality | D) It is irrelevant during a crisis

Đáp án đúng: C. It is critical to maintain confidentiality"

"What must crisis managers compare after a crisis? | A) Desired objectives with actual outcomes | B) Employee performance with market trends | C) Sales figures with competitor analysis | D) Customer satisfaction with product quality

Đáp án đúng: A. Desired objectives with actual outcomes"