Chapter 10 Test Bank
10.1 Multiple-Choice Questions
1. According to Professor Martha Lauzen, effective issues management requires:
A) damage control.
B) active sense-making strategies.
C) environmental scanning.
D) reactive public relations.
2. Litigation PR usually occurs at what stage in the conflict management life cycle?
A) recovery
B) reactive
C) strategic
D) proactive
3. Which of the following is part of the proactive phase of conflict
management?
A) reputation management
B) environmental scanning
C) risk communication
D) conflict resolution
4. This technique should be used when conflict has emerged but is not careening out of
control.
A) damage control
B) recovery
C) conflict resolution
D) conflict positioning
5. The issues management process includes which of the following steps?
A) reacting to surprises
B) strategy options
C) anticipating threats
D) predicting problems
6. Minimizing a crisis with a statement that there is “no serious damage or injuries” is
known as which type of strategy?
A) denial
B) justification
C) corrective action
D) ingratiation
7. Actions taken to appease publics involved, such as free coupons or charitable
donations, are referred to as
A) justification.
B) ingratiation.
C) mortification.
D) corrective action.
8. Bolstering and reparation are synonymous with which phase of the conflict
management life cycle?
A) issues management
B) strategic
C) recovery
D) reactive
9. The image restoration strategy that an organization chooses:
A) is always the one in the crisis plan handbook
B) depends on what top management wants to do
C) depends a great deal on the situation
D) depends on whether or not people were physically injured
10. Reputation is defined as:
A) economic performance
B) the collective reputation of past performance
C) delivering valuable outcomes to stakeholders
D) brand equity
11. The notion of conflict management depends on many factors (requiring adaptation or
change) when assessing a threat is known as
A) mainstreaming.
B) self-perception.
C) contingency theory.
D) situational theory.
12. Oftentimes, apologizing after a crisis isn’t effective because of the
A) unforgiving nature of the audience.
B) damage already incurred.
C) media firestorm that ensues.
D) hypocrisy factor.
13. Muscular public relations is primarily associated with
A) fair play and competition.
B) persistence and passion.
C) strength and steadiness.
D) networking and positioning.
14. This image restoration strategy distinguishes an act from similar, but more offensive,
acts.
A) minimization
B) differentiation
C) justification
D) bolstering
15. The daily clipping of news stories best describes the notion of
A) channeling.
B) environmental scanning.
C) issues tracking.
D) reputation management.
16. How an organization responds in the first ____hour(s) often determines whether or
not the situation remains an incident or becomes a crisis
A) 2
B) 12
C) 24
D) 48
17. A recent study found three “top triggers” for a crisis situation; which is NOT one of
these triggers?
A) unethical behavior
B) executive misconduct
C) unscrupulous media
D) financial irregularities
18. Thirty-nine percent of business crises are
A) preventable.
B) unexpected.
C) unknown to media.
D) internal.
19. Which is NOT a strategy (from Benoit) for image restoration?
A) mortification
B) caution
C) denial
D) reduce offensiveness
20.Which of the following is a way to reduce offensiveness in a conflict?
A) mortification
B) compensation
C) persuasion
D) denial
1. Environmental scanning is the first phase of proactive conflict management.
2. The basic idea behind issues management is reactive planning.
3. Once a specific policy or stance has been decided on, communication to all
interested parties can begin.
4. Image restoration specifically can alleviate problems within reputation management.
5. The more complex a situation, the higher the perception of risk.
6. Perception of risk increases when the messages of experts conflict.
7. Product recalls require doing the “right thing.”
8. Justification tactics attempt to appease the public involved.
9. Setting up a central information center is not necessary during a crisis.
10.3 Essay Questions
1. Cite a recent example where an organization has used “muscular” public relations.
Page Ref: 249
2. Give a local or campus-wide example where an ingratiation strategy is necessary, and
offer some specific actions to appease those publics. Then, cite an instance (and explain)
Page Ref: 268