102. Family or close ones of victims, or those affected, are brought to a central location and provided with services such
as counseling, support, and other facilities that might be needed to help them cope..
Which guideline for effective crisis communications is the organization adhering to? Support your answer.
a.
Be present
b.
Don’t “spin”Tell it like it is
c.
Communicate the plan of action for resolving the crisis
d.
Be sensitive with affected parties
e.
Avoid conflicting messages
f.
Show a plan for how you will avoid a repeat in the future
g.
Don’t make excuses for yourself or the leader
h.
Go the extra mile – beyond the requirements of the situation
i.
When things are going good, take credit for it without being self-absorbed
j.
The media is your friend/link to the public – be honest and straightforward with them
United States – BUSPROG: Analytic
BLOOMS: Application
103. The public relations person addresses the media and says something that is later contradicted by the CEO in his own
press conference.
Which of the following guidelines for effective crisis communication best applies to the statement? The statement may
apply to more than one guideline.
Are the persons involved adhering to the guideline or ignoring the guideline? Support your answer.
a.
Be present
b.
Don’t “spin”Tell it like it is
c.
Communicate the plan of action for resolving the crisis
specific press release related to the current incident.
United States – BUSPROG: Analytic
BLOOMS: Knowledge
d.
Be sensitive with affected parties
e.
Avoid conflicting messages
f.
Show a plan for how you will avoid a repeat in the future
g.
Don’t make excuses for yourself or the leader
h.
Go the extra mile – beyond the requirements of the situation
i.
When things are going good, take credit for it without being self-absorbed
j.
The media is your friend/link to the public – be honest and straightforward with them
104. The CEO of a company is on vacation when a crisis breaks out but refuses to cancel his vacation and return home to
deal with the crisis.
Which of the following guidelines for effective crisis communication best applies to the statement?
The statement may apply to more than one guideline.
Is the CEO adhering to the guideline or ignoring the guideline? Support your answer.
a.
Be present
b.
Don’t “spin” Tell it like it is
c.
Communicate the plan of action for resolving the crisis
d.
Be sensitive with affected parties
e.
Avoid conflicting messages
f.
Show a plan for how you will avoid a repeat in the future
g.
Don’t make excuses for yourself or the leader
h.
Go the extra mile – beyond the requirements of the situation
i.
When things are going good, take credit for it without being self-absorbed
j.
The media is your friend/link to the public – be honest and straightforward with them
United States – BUSPROG: Analytic
United States – IL – DISC: Leadership Principles – Other management specific knowledge
United States – BUSPROG: Analytic
BLOOMS: Application
105. With a union, we have clearly defined jobs and are not allowed to do other work.
This statement illustrates which type of organization? Support your answer.
a.
traditional
b.
learning
Easy
United States – BUSPROG: Analytic
Application
BLOOMS: Application
106. Our organization’s structure can be described as flat or horizontal with much decision-making responsibility
delegated downward.
This statement illustrates which type of organization? Support your answer.
a.
traditional
b.
learning
Easy
traditional and learning organization
United States – BUSPROG: Analytic
AACSB: Communication – Communication Abilities
Application
107. Find out if your college or university has a pre-crisis plan. If you find one, read and critique it for its effectiveness
and present your findings to your classmates. If there is none, present an argument for having one.
and abilities
AACSB: Communication – Communication Abilities
Application
BLOOMS: Application
108. Identify someone who has been or is part of a crisis prevention and management team, preferably someone on your
campus’s crisis prevention and management team. Ask him or her to describe the makeup and functioning of this team.
109. Think of a leader whom you have observed in a crisis situation, either in person or on TV. Critique the leader’s
handling of the crisis using the text discussion as your guide.
110. Using your college or university as a reference, identify five risk areas that could result in crisis if nothing is
done now. Recommend a risk reduction plan or strategy that can help your school avert or deal with a crisis for one of
these risk areas.
111. Explain whether where you work or have worked is more of a traditional organization or a learning
organization. Identify some of the characteristics of the organization to justify your response.
112. Describe why a senior leader’s physical presence is critical during a crisis.
113. What are the benefits of creating a comprehensive crisis response plan before a crisis happens?
114. What advice would you give to a leader who wants to improve his or her organization’s communications function so
that it is more effective during a crisis?
115. How important to an organization is internal (employee) communication during a crisis?
116. What message does it send when the organizational culture encourages employees to view mistakes/problems as
opportunities for improvement rather than reasons to blame or punish those involved?
MGMT.LUSS.16.CT.12.5 – Critical-Thinking Question 12-5
United States – BUSPROG: Analytic
and abilities
BLOOMS: Comprehension
117. Describe the role of leadership in creating a learning organization culture.
United States – BUSPROG: Analytic
and abilities
BLOOMS: Knowledge
118. The workplace should be a place of learning but some critics argue that not all of them have a culture that
encourages learning. Of the eight recommendations for fostering a learning organizational culture listed below, how
BLOOMS: Comprehension
many would you say are true of your current or past workplace?
• Encourage creative thinking
• Create a climate where risk taking and failure are tolerated
• Provide incentives for learning and innovation
• Build confidence in followers’ capacity to learn and adapt
• Encourage systems thinking
• Institute mechanisms for channeling and nurturing creative ideas for innovation
• Create a shared vision for learning
• Broaden employees’ frame of reference
119. After the Concorde crashed, the French authorities along with British Airways immediately grounded all Concorde
flights until the designers came up with a fuel tank protection solution. Which of the following guidelines for effective
crisis communication best applies to the statement?Are the guidelines being adhered to, or ignored? Support your answer.
a.
Be present
b.
Don’t “spin”Tell it like it is
c.
Communicate the plan of action for resolving the crisis
d.
Be sensitive with affected parties
e.
Avoid conflicting messages
f.
Show a plan for how you will avoid a repeat in the future
g.
Don’t make excuses for yourself or the leader
h.
Go the extra mile – beyond the requirements of the situation
i.
When things are going good, take credit for it without being self-absorbed
j.
The media is your friend/link to the public – be honest and straightforward with them
planes until there is a solution will keep everyone safe.
United States – BUSPROG: Analytic
and abilities
AACSB: Communication – Communication Abilities
Student’s answers will vary.
MGMT.LUSS.16.W.12.6 – Work Application 12-6
United States – BUSPROG: Reflective Thinking
AACSB: Reflective Thinking – Reflective Thinking Skills
BLOOMS: Synthesis
120. ________ is a low-probability but high-impact event that threatens the viability of an organization
a.
Discontinuous change
b.
A crisis
c.
Benchmarking
d.
Organizational knowledge
Easy
p. 430
MGMT.LUSS.16.12-01 – LO: 12–01
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
121. Anticipating the kinds of crises that an organization can encounter is an easy task for any leader as there are only a
limited number of incidents that can turn into crises.
a.
True
b.
False
False
crisis.
Easy
p. 432
MGMT.LUSS.16.12-01 – LO: 12–01
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
122. Regardless of the nature of the crises or the type of organization, what they all have in common is the stress and
pressure they place on ________________.
a.
b.
c.
d.
Moderate
Application
BLOOMS: Application
123. Most leaders are prepared for crises using pre-crisis planning, a reactive approach to crisis management.
a.
True
b.
False
False
Easy
p. 430 – 431
MGMT.LUSS.16.12-01 – LO: 12–01
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
124. Which of the following statements about formulating a crisis plan is NOT true?
a.
Denying a crisis can happen to you or your organization makes planning for a crisis difficult.
b.
Leaders who perceive risks realistically approach crisis management in a logical, systematic way.
c.
The tendency of leaders to focus on one type of crisis, ignoring others, is a problem.
d.
Better prepared organizations have the ability of turning a crisis event into a strategic opportunity
c
Easy
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
125. An organization’s readiness to respond to a crisis is a function of all of the following EXCEPT:
a.
the ‘positive thinking’ approach used by top leaders.
b.
a trained and well-prepared crisis team.
p. 430
MGMT.LUSS.16.12-01 – LO: 12–01
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
BLOOMS: Knowledge
c.
adequate organizational resources.
d.
top management support and commitment.
126. During a crisis, the leader is responsible for the safety and security of both employees and the organization.
a.
True
b.
False
True
Easy
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
127. All of the following are benefits of having a crisis plan in place before an actual crisis happens, EXCEPT:
a.
improves communication.
b.
ensures there is a plan for that specific crisis.
c.
enhances coordination and cooperation.
d.
ensures ready and available resources.
Moderate
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
a
Easy
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
128. Though the company may suffer some losses, the benefits of having a crisis plan in place before an actual crisis
happens ensures all of the following EXCEPT:
a.
the reputation of the CEO.
b.
fewer costly mistakes.
c.
less panic.
d.
a quicker resolution to the crisis.
129. In the event of a crisis, the leader must be in their office, undisturbed, allowing the crisis team to do their job.
a.
True
b.
False
False
Easy
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
130. During a crisis, having the right quantity and quality of financial and non-financial resources is critical for success.
a.
True
b.
False
True
Easy
p. 434
MGMT.LUSS.16.12-03 – LO: 12–03
and abilities
AACSB: Analytic – Analytic skills
Conceptual
a
Moderate
p. 433
MGMT.LUSS.16.12-02 – LO: 12–02
United States – BUSPROG: Analytic
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
131. Which of the following are NOT one of the “three A’s” crisis leaders must be mindful of?
a.
Acknowledge or admit the crisis.
b.
Specify what action is taken to repair/contain damage.
c.
Avoid uncontrolled media contacts.
d.
Tell the public how you will avoid a repeat in the future.
c
Easy
p. 436
MGMT.LUSS.16.12-04 – LO: 12–04
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
132. Which of the following statements concerning post-crisis evaluation is NOT true?
a.
The whole purpose of the evaluation is to see who did not perform their assigned duties during the crisis.
b.
An effective evaluation can turn a negative event into a learning experience.
c.
Communication evaluation information with key stakeholders can effectively protect the company’s
reputation.
d.
Most forward-looking organizations do a post-crisis evaluation.
a
Easy
p. 436
MGMT.LUSS.16.12-04 – LO: 12–04
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
133. Developing a crisis plan such as the one introduced above is a cross-functional activity that affects different
departments.
a.
True
b.
False
True
Easy
p. 437
MGMT.LUSS.16.12-04 – LO: 12–04
BLOOMS: Knowledge
134. In the five-step crisis risk assessment model, ________________ can be used to test employees’ responsiveness and
sensitize the organization to any potential crisis.
a.
step 2, risk assessment and ranking
b.
step 4, risk reduction
c.
step 5, crisis management
d.
step 4, crisis prevention simulations
Moderate
p. 438
MGMT.LUSS.16.12-05 – LO: 12–05
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
135. Leaders must be able to communicate quickly and effectively during a crisis. However, they must keep tight, narrow
control of communication lines with primary stakeholders when a crisis hits.
a.
True
b.
False
False
They want to keep open communication, not controlled.
Easy
p. 440
MGMT.LUSS.16.12-06 – LO: 12–06
United States – BUSPROG: Analytic
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
136. For effective crisis communication to take place, the crisis response team must guard against releasing information
too late or not countering rumors and myths in real time.
a.
True
b.
False
True
United States – BUSPROG: Analytic
and abilities
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
137. Which of the following statements concerning effective crisis communication is NOT true?
a.
A potential problem is the seniority level of the person representing the organization.
b.
Only top management should offer insight and/or solution alternatives as they the ‘big picture’ in mind.
c.
Internally, everyone should know their role and how communication is to be handled.
d.
It is important for everyone to be on the same page in communicating a unified message.
Moderate
p. 440
MGMT.LUSS.16.12-06 – LO: 12–06
United States – BUSPROG: Analytic
Conceptual
BLOOMS: Knowledge
138. The three-stage crisis management plan consists of pre-crisis planning, leading during a crisis, and adapting after a
crisis.
a.
True
b.
False
True
Easy
p. 433
MGMT.LUSS.16.12-03 – LO: 12–03
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
139. When using the five-step crisis risk assessment model, the information gathered during completion of the risk
assessment and ranking step is used as the basis for launching the third step of the model, which is risk management.
a.
True
Moderate
p. 440
MGMT.LUSS.16.12-06 – LO: 12–06
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
b.
False
140. Which of the following statements about leading during a crisis is NOT true?
a.
During a crisis, the effective leader focuses on three key areas: goals, people, and resources.
b.
During a crisis, effective leaders employ a bureaucratic effort.
c.
Effective leadership from the top is critical during a crisis.
d.
The crisis leader becomes the face of the organization as far as the media is concerned.
Moderate
p. 435 – 436
MGMT.LUSS.16.12-04 – LO: 12–04
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge
False
Risk management is not the third step of the model.
Moderate
p. 438
MGMT.LUSS.16.12-05 – LO: 12–05
United States – BUSPROG: Analytic
AACSB: Analytic – Analytic skills
Conceptual
BLOOMS: Knowledge