Question 1

What does it mean to say crisis communication is the lifeblood of crisis management?

Accepted Answer

Crisis communication is often referred to as the lifeblood of crisis management because it is essential for effectively managing and mitigating the impact of a crisis. When a crisis occurs, it is crucial for an organization to communicate transparently and effectively with all stakeholders, including employees, customers, the media, and the public.

Effective crisis communication helps to maintain trust and credibility, minimize confusion and misinformation, and demonstrate that the organization is taking the situation seriously. It also allows the organization to provide important updates and information, address concerns and questions, and convey a sense of control and competence in managing the crisis.

Without strong and strategic communication during a crisis, the organization's reputation, brand, and relationships with stakeholders can be severely damaged. In contrast, organizations that prioritize crisis communication as a central component of their crisis management strategy are better equipped to navigate the challenges and emerge from the crisis with their reputation intact.

In essence, crisis communication is the lifeblood of crisis management because it is the vital link that enables an organization to effectively navigate and mitigate the impact of a crisis on its operations, reputation, and relationships with stakeholders.

Question 2

Crisis communication can be invaluable during a crisis because it can ______________.

Accepted Answer

Lessen reputational damage.

Question 3

Why are perceived violations of stakeholder expectations an important part of the definition of crisis?

Accepted Answer

Perceived violations of stakeholder expectations are an important part of the definition of crisis because they are at the core of what transforms a mere incident or challenge into a crisis situation. Stakeholders include any individuals or groups that have an interest in the performance and actions of an organization, such as customers, employees, shareholders, suppliers, regulators, and the community at large.

Here are several reasons why these perceived violations are critical in defining a crisis:

1. **Trust and Reputation**: Stakeholders have certain expectations regarding how an organization should behave, its performance, and its adherence to ethical, legal, and social standards. When these expectations are not met, it can lead to a loss of trust and damage to the organization's reputation, which can have long-lasting effects.

2. **Legitimacy**: Organizations operate with a social license granted by their stakeholders. When an organization violates the expectations of its stakeholders, it risks losing its legitimacy, which can threaten its very existence.

3. **Impact on Relationships**: Strong relationships with stakeholders are built on meeting or exceeding expectations. A crisis often indicates a breakdown in these relationships, which can have severe consequences for an organization's ability to operate effectively.

4. **Response and Recovery**: The perception of a violation dictates the urgency and nature of the response required by the organization. A crisis demands immediate attention and resources to manage and mitigate the situation, and the organization's future may depend on how well it responds to stakeholder concerns.

5. **Financial Consequences**: Violating stakeholder expectations can lead to direct financial losses through decreased sales, legal liabilities, or regulatory fines. It can also affect the organization indirectly through increased costs for crisis management and public relations efforts to rebuild stakeholder confidence.

6. **Escalation of the Situation**: When stakeholders perceive that their expectations have been violated, they may take action that can escalate the situation, such as protests, boycotts, or calling for regulatory intervention, which can further deepen the crisis.

7. **Media Amplification**: In today's connected world, news of perceived violations can spread rapidly through traditional and social media, amplifying the crisis and increasing the pressure on the organization to address the situation effectively.

In summary, perceived violations of stakeholder expectations are central to the definition of a crisis because they signal a significant disruption in the relationship between an organization and those it serves or depends upon. These violations can lead to a loss of trust, legitimacy, and financial stability, and they require an immediate and strategic response to prevent further damage and to begin the process of recovery.

Question 4

Are sports crises more likely to involve operational concerns or reputational concerns?

Accepted Answer

The answer of Are sports crises more likely to involve...

Question 5

Athlete reputational crises involve the two dimensions of _______________ and ____________.

Accepted Answer

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Question 6

___________ is when you take actions to reduce the likelihood of a risk becoming a crisis.

Accepted Answer

The answer of ___________ is when you take actions to...

Question 7

How has social media increased risk for organizations? Given an example to illustrate your point.

Accepted Answer

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Question 8

How does a paracrisis differ from a crisis? Why does that difference matter to crisis managers?

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Question 9

What is the difference between the refusal, recognition, and revision paracrisis response strategies?

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Question 10

Why is the exact composition of the crisis team variable-can be different from crisis to crisis?

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Question 11

Being quick is important with a crisis response. What is value of being quick and the risk with being quick?

Accepted Answer

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Question 12

What does it mean to steal thunder in crisis communication?

Accepted Answer

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Question 13

Why are pre-draft messages important during a crisis?

Accepted Answer

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Question 14

In situational crisis communication theory (SCCT) what is the ethical base response and when should it be used in a crisis?

Accepted Answer

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Question 15

The ____________ crisis response seeks to maximize benefits to/protection for victims and the organization in crisis.

Accepted Answer

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Question 16

What type of response does situational crisis communication theory (SCCT) recommend when there are strong perceptions of organizational crisis responsibility-stakeholders feel the organization is responsible for the crisis?

Accepted Answer

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Question 17

Why can denial make a crisis worse?

Accepted Answer

The answer of Why can denial make a crisis worse?...

Question 18

When might a memorial be part of the post-crisis communication?

Accepted Answer

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Question 19

How do fans make the sport crisis context unique?

Accepted Answer

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Question 20

How do sponsors make the sport crisis context unique?

Accepted Answer

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Quiz 12: Crisis Communication and Reputation Management in Sports