Podcast
Questions and Answers
What is the primary focus of the pre-crisis phase?
What is the primary focus of the pre-crisis phase?
The post-crisis phase aims to improve responses to future crises and includes follow-up communication.
The post-crisis phase aims to improve responses to future crises and includes follow-up communication.
True
Name one best practice for crisis preparation.
Name one best practice for crisis preparation.
Have a crisis management plan and update it at least annually.
The crisis response phase requires management to respond to a __________.
The crisis response phase requires management to respond to a __________.
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Match the crisis management phases with their correct descriptions:
Match the crisis management phases with their correct descriptions:
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What is one of the best practices in the post-crisis phase regarding information delivery?
What is one of the best practices in the post-crisis phase regarding information delivery?
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Crisis managers believe that crises should not be seen as opportunities for learning.
Crisis managers believe that crises should not be seen as opportunities for learning.
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What should organizations analyze after a crisis to improve future crisis management efforts?
What should organizations analyze after a crisis to improve future crisis management efforts?
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During the post-crisis phase, organizations need to keep stakeholders updated on the progression of __________ efforts.
During the post-crisis phase, organizations need to keep stakeholders updated on the progression of __________ efforts.
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Match the components of post-crisis management with their descriptions:
Match the components of post-crisis management with their descriptions:
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Study Notes
Post-Crisis Phase
- Reputation repair should continue or be initiated, with essential follow-up communication.
- Crisis managers are expected to provide updates regarding recovery processes, corrective actions, and ongoing investigations.
- The extent of follow-up communication is correlated to the amount of information promised during the crisis and the duration of the recovery.
- Delivery of promised information, such as damage estimates, is critical once it becomes available.
Best Practices for Post-Crisis Phase
- Ensure all promised information is delivered to stakeholders promptly.
- Regularly update stakeholders on recovery efforts, corrective actions, and investigation progress.
- Conduct thorough evaluations of the crisis management process to identify areas for improvement.
- Integrate lessons learned from crisis management exercises into future planning.
Conclusion on Crisis Management
- Effective crisis management involves three phases: pre-crisis, crisis response, and post-crisis.
- The pre-crisis phase emphasizes risk prevention and preparedness.
- Crisis response entails immediate actions taken during an actual crisis event.
- The post-crisis phase focuses on improving future crisis readiness and fulfilling commitments made during the crisis.
Pre-Crisis Phase
- Risk management aims to minimize known crisis risks, forming the foundation of prevention strategies.
- Preparation includes developing a crisis management plan, selecting and training a crisis management team, and conducting regular drills to test the plan.
- Organizations with comprehensive crisis management strategies react more effectively when crises occur, guided by updated plans and conducting annual training exercises.
Crisis Preparation Best Practices
- Maintain an updated crisis management plan, reviewing it at least annually.
- Establish a designated and properly trained crisis management team.
- Regularly conduct crisis management exercises to ensure readiness.
Attribution Theory-based Crisis Communication Best Practices
- Provide all victims with instructing information, such as recall details, forming the foundational response.
- Offer sympathy and information about corrective actions, which is crucial for victim care during crises.
- Tailor communication strategies based on perceived responsibility for the crisis, using justifications or apologies as necessary.
- Compensation strategies should be implemented for victims suffering serious harm during a crisis.
Returning to Business as Usual
- In the post-crisis phase, organizations shift focus back to normal operations, though some attention is still required for managing the aftermath of the crisis.
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Description
This quiz explores the best practices and essential communication strategies that should be implemented during the post-crisis phase of management. Understand the importance of delivering promised information and regular updates to stakeholders as well as evaluating the overall crisis management process. Utilize this knowledge to improve future crisis responses.
