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36 Cards in this Set
- Front
- Back
prevent it from spreading to unaffected areas of the organization of the environment, limit its duration
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goals of crisis response and management
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quick, consistent, open
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3 rules for crisis communication form
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availability, willingness, honesty
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openness
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how response is presented
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form
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what is said
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content
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telling stakeholders what to do to protect themselves physically; 1st type of content given; toy recall
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instructing information
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type 2 instructing information; providing information to workers, suppliers, and relevant stake holders about how business will continue where to report to work, pay issues, benefits
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business continuity plan
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helps stake holders cope psychologically, uncertainty=increased stress
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adjusting information
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communicating action taken to prevent similar crisis; org is regaining control;communicate as early as possible
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corrective action
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focus on rebuilding confidence and restoring the organization and restoring the org; not assign or arent blame
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renewal response strategy
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freedom service dogs, long term (debriefing), immediate (defusing), spot light operation
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employee assistance program
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seek to remove any connection between the org and crisis
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denial strategies
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attempt to reduce attributions of org control over crisis or negative effects of crisis
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diminishment strategies
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improve orgs reputation
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rebuilding strategies
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supplemental; used in context with others
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bolstering
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the crisis manager confronts the person or group that claims a crisis exists. The response may include a threat to use force
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attacking the accuser
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the crisis manager states that not crisis exists; the response may include explaining why there is no crisis
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denial
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some other person or group outside of the organization is blamed for the crisis
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scape goating
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attacking the accuser, denial, scape goating
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denial posture
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excusing, justification
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diminishment posture
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the crisis manager tries to minimize the organization's responsibility for the crisis. the response can include denying any intention to do harm or claiming that the organization had no control of the events that led to the crisis
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excusing
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the crisis manager tries to minimize the perceived damage associated with the crisis. The response can include stating that there were no serious damages or injuries
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justification
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the organization provides money or other gifts to the victims
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compensation
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the crisis manager publicly states that the organization takes full reponsibility for the crisis and asks forgiveness
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apology
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compensation, apology,
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rebuilding posture
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reminding, integration, victimage
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bolstering posture
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the organization tells stakeholers about its good works
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reminding
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the organization praises stake holders
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integratiation
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the organization explains how it too is a victim of a crisis
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victimage
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very little attribution of crisis responsibility; ex. natural disasters, rumors, workplace violence, malevolence
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victim cluster
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low attribution of crisis responsibility; ex. challenges, technical error accidents, technical product harm
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accidental cluster
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strong attribution of crisis responsibility; human error accidents, human error product harm, organizational misdeeds
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preventable clusters
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strengths, weaknesses, threats, opportunities
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SWOT Analysis
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people, reputation, finances
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organization assets
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ex. FIRE BILL; quicker, cheaper, pain bill
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single loop
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why was bill a bad spokesperson; looks at norms, policies, procedures of org and make necessary modifications; actually fixes the problem
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double loop
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