VOL 6 Test 1 - Crisis Communication Theory

Why do we need theory?

• Some people think using 1 is better than theory
• But a lot of advice is simply a 2

Types of crisis

• The organisation can be a victim – e.g. due to a 3
• Crisis can be accidental – caused by external factors
• Crisis can be preventable – resulting from a 4 in the organization

Suggested response for all crises

• Give information to prevent any more damage
• Communicate what 5 is to be taken

Strategies to influence people’s thinking

• Diminish the crisis
  • provide 6 that the crisis is not so bad
• Give excuses for the crisis
  • highlight that it was not intentional

Protecting the organisation’s reputation

• Initial objective is to lessen 7 opinions
• Rebuild strategies are important when:
  • there is a serious 8 to the organisation’s reputation
  • the impact of the crisis needs lessening
• Things can be improved by providing an 9
• In serious cases, 10 is usually offered