Crisis Communication Quiz

What are the three characteristics of a crisis according to Hermann (1963)?

• Surprise, uncertainty, resolution

• Urgency, duration, visibility

• Surprise, threat, need for a short response time

• Reputational risk, media coverage, panic

Which of the following is an intentional crisis?

• Economic downturn

• Product failure

• Hostile takeover

• Natural disaster

Unintentional crises include all of the following except:

• Sabotage

• Disease outbreaks

• Product failure

• Natural disasters

What is the main goal of crisis communication?

• Assign blame to responsible parties

• Limit stakeholder involvement

• Protect reputation and maintain public trust

• Generate social media attention

According to Seeger, Sellnow & Ulmer (1998), a crisis is defined as:

• A repeated and expected issue

• A public relations problem

• A specific, unexpected and non-routine event causing high uncertainty

• A conflict between stakeholders

Which of the following groups is considered a key stakeholder in a crisis?

• Delivery services

• Fans of competitors

• Journalists

• Potential collaborators

What mistake did United Airlines make in their initial response to the 2017 crisis?

• They used informal language

• They blamed law enforcement's delayed response

• They showed no empathy and responded too late

• They took full responsibility immediately

What is the danger of over-reassuring stakeholders in a crisis?

• It calms them too quickly

• It reduces empathy

• It can damage the spokesperson's credibility

• It encourages media criticism

What does the term 'self-efficacy' refer to in crisis communication?

• The ability to blame others effectively

• Legal power of an organization

• Practical advice that empowers stakeholders to take protective action

• Crisis management by AI tools

Why is "spin" discouraged in crisis communication?

• It makes responses too technical

• It increases stakeholder loyalty

• It reduces legal liability

• It appears unethical and makes things worse