Crisis Communications Exam Questions With
Answers
Which of the following can take place during a crisis?
A) Interrupts normal business transactions
B) Can threaten the existence of an organization and/or the bottom line
C) Can affect the "good name" or reputation of a company
D) Product tampering, product failure, unethical behavior etc
E) All of the above
E) All of the above
Which is NOT a Message Mapping Step?
A) Analyze specific concerns to fit underlying general concerns
B) Ask outside experts to systematically test messages
C) Take scientific data related to health and environmental hazards
D) Assemble supporting facts and proof for each key message
E) Plan delivery of resulting messages and supporting materials
C) Take scientific data related to health and environmental hazards
Which of the following should you NOT do during a crisis?
A) Always make the CEO the spokesperson
B) Be prepared to move without all the facts
C) Seek out your allies
D) Answer early
E) Be Flexible
A) Always make the CEO the spokesperson
Which of the following is NOT part of Apologia Theory?
A) If organization committed misdeed, they must lie in order not to claim liability
B) Insisting charges are false or organization did not "intend" to commit misdeed
C) The organization will use explaining facts to explain that they have not committed misdeeds
E) The organization will apologize
A) If organization committed misdeed, they must lie in order not to claim liability
Which of the following theories have models for Press Agentry, Public Information, Two-Way
Asymmetry, and Two-Way Symmetry?
A) Image Restoration Theory
B) Diffusion Theory
C) Apologia Theory
D) Excellence Theory
E) Decision Theory
D) Excellence Theory
Which of the following are variables of Diffusion Theory?
A) Awareness- exposure to idea
B) Evaluation- pros and cons determined
C) Trial- idea is implemented
D) Adoption- acceptance or rejection, of idea, change, or innovation
E) All of the above
E) All of the above
, Which of the following is not a part of the 5-step apology?
A) Apology or empathy statement
B) Cold introduction
C) Explanation of problem
D) Good/Bad news
E) Goodwill closing
B) Cold introduction
Which of the following is not a way to build sales and gain loyal customers?
A) Market new
B) Educate customers
C) Keep old customers
D) Do not take complaints
E) Attract new customers
D) Do not take complaints
Which of these tactics is a way to prevent multicultural crises?
A) Have a spokesperson for all ethnic groups
B) Consistently review policies
C) Tread lightly
D) Establish relationships within diverse communities
E) All of the above
E) All of the above
What questions need to be answered in a press release relating to the crisis?
A) What happened during the crisis?
B) Who was the affected by the crisis?
C) Where the event took place?
D) Contact information.
E) All of the above
E) All of the above
How should emails be personalized when addressing a crisis?
A) There should be individual emails to all involved
B) Only staff members should receive emails
C) Staff should receive an email then parents, volunteers and donors should receive another
D) Only the Donors and Parents should receive emails
E) The emails should not be personalized, only basic information needs to be provided for all
C) Staff should receive an email then parents, volunteers and donors should receive another
Which other forms of Social Media should you use to communicate?
A) Twitter
B) Facebook
C) Instagram
D) Only email
E) All of the above
E) All of the above
Which of these are Public Relations Disasters?
A) Donna Karan Defended Harvey Weinstein
B) Dove's Racially Insensitive Adversity
Answers
Which of the following can take place during a crisis?
A) Interrupts normal business transactions
B) Can threaten the existence of an organization and/or the bottom line
C) Can affect the "good name" or reputation of a company
D) Product tampering, product failure, unethical behavior etc
E) All of the above
E) All of the above
Which is NOT a Message Mapping Step?
A) Analyze specific concerns to fit underlying general concerns
B) Ask outside experts to systematically test messages
C) Take scientific data related to health and environmental hazards
D) Assemble supporting facts and proof for each key message
E) Plan delivery of resulting messages and supporting materials
C) Take scientific data related to health and environmental hazards
Which of the following should you NOT do during a crisis?
A) Always make the CEO the spokesperson
B) Be prepared to move without all the facts
C) Seek out your allies
D) Answer early
E) Be Flexible
A) Always make the CEO the spokesperson
Which of the following is NOT part of Apologia Theory?
A) If organization committed misdeed, they must lie in order not to claim liability
B) Insisting charges are false or organization did not "intend" to commit misdeed
C) The organization will use explaining facts to explain that they have not committed misdeeds
E) The organization will apologize
A) If organization committed misdeed, they must lie in order not to claim liability
Which of the following theories have models for Press Agentry, Public Information, Two-Way
Asymmetry, and Two-Way Symmetry?
A) Image Restoration Theory
B) Diffusion Theory
C) Apologia Theory
D) Excellence Theory
E) Decision Theory
D) Excellence Theory
Which of the following are variables of Diffusion Theory?
A) Awareness- exposure to idea
B) Evaluation- pros and cons determined
C) Trial- idea is implemented
D) Adoption- acceptance or rejection, of idea, change, or innovation
E) All of the above
E) All of the above
, Which of the following is not a part of the 5-step apology?
A) Apology or empathy statement
B) Cold introduction
C) Explanation of problem
D) Good/Bad news
E) Goodwill closing
B) Cold introduction
Which of the following is not a way to build sales and gain loyal customers?
A) Market new
B) Educate customers
C) Keep old customers
D) Do not take complaints
E) Attract new customers
D) Do not take complaints
Which of these tactics is a way to prevent multicultural crises?
A) Have a spokesperson for all ethnic groups
B) Consistently review policies
C) Tread lightly
D) Establish relationships within diverse communities
E) All of the above
E) All of the above
What questions need to be answered in a press release relating to the crisis?
A) What happened during the crisis?
B) Who was the affected by the crisis?
C) Where the event took place?
D) Contact information.
E) All of the above
E) All of the above
How should emails be personalized when addressing a crisis?
A) There should be individual emails to all involved
B) Only staff members should receive emails
C) Staff should receive an email then parents, volunteers and donors should receive another
D) Only the Donors and Parents should receive emails
E) The emails should not be personalized, only basic information needs to be provided for all
C) Staff should receive an email then parents, volunteers and donors should receive another
Which other forms of Social Media should you use to communicate?
A) Twitter
B) Facebook
C) Instagram
D) Only email
E) All of the above
E) All of the above
Which of these are Public Relations Disasters?
A) Donna Karan Defended Harvey Weinstein
B) Dove's Racially Insensitive Adversity
