Crisis Management Strategies for Senior Managers

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What is the purpose of sending a Senior Manager to Major Hot Spots in a crisis?

To inform the media about the crisis

To provide increased corporate presence and accountability (correct)

To keep the crisis confidential

To avoid any responsibility for the crisis

Why is it important to inform all members of the Board of Directors personally during a crisis?

To shift the responsibility onto them

They can provide valuable perspective on the crisis (correct)

To prevent any outside influence on the crisis management

To avoid any accountability

What should the Crisis Team consider when distributing information to its constituencies during a crisis?

Who needs to be informed, when, and to what extent (correct)

Keeping the crisis entirely confidential

Informing only internal staff about the crisis

Informing only the media about the crisis

Which of the following is NOT a reason for sending a Senior Manager to Major Hot Spots in a crisis?

To inform all members of the Board of Directors personally Signup and view all the answers

Why is it important to notify other constituencies during a crisis?

To provide information to as many relevant parties as necessary Signup and view all the answers

What role can the Board of Directors play during a crisis?

Provide valuable perspective on the crisis Signup and view all the answers

What is the duty of the Board of Directors during a crisis?

Remain informed and provide valuable perspective on the crisis Signup and view all the answers

What should the Crisis Team do if the Board has already been assembled during a crisis?

Keep the Board informed with routine updates either at regular Board meetings or through confidential memoranda Signup and view all the answers

What should be considered when thinking about which constituencies need to know about a crisis?

The specific parties that need to be informed, when, and to what extent Signup and view all the answers

What does sending a Senior Manager to Major Hot Spots provide during a crisis?

Increased corporate presence and sense of accountability where needed most Signup and view all the answers

What is the primary focus of Schwan’s response to the crisis?

Restoring customer confidence and preserving the company’s image Signup and view all the answers

What is the recommended post-crisis advice for a company based on the text?

Restore customer confidence and focus on credibility, honesty, and integrity Signup and view all the answers

What should be the ongoing focus of the Crisis Team after the immediate crisis has passed?

Continue investigations to avoid similar crises and focus on credibility and trust Signup and view all the answers

What is the duty of the Board of Directors during a crisis according to the text?

Focus on credibility and trust, inform all members personally, and play a role in restoring confidence Signup and view all the answers

What role should Sales and marketing managers play in a crisis, as per the text?

Formulate prompt plans to restore customer confidence Signup and view all the answers

What was the first action taken by Schwan's when the salmonella outbreak was suspected?

They shut down the plant and invited health authorities to investigate Signup and view all the answers

How did Schwan's reach the affected consumers during the recall effort?

Through door-to-door salespeople Signup and view all the answers

What did the recall task force established by Schwan's emphasize in their efforts?

Satisfying the customer Signup and view all the answers

How many customers settled directly with Schwan's in the class action settlement mentioned?

14,648 customers Signup and view all the answers

What action did Schwan's take after confirming that their ice cream was the source of the salmonella outbreak?

Started preparations for a massive recall Signup and view all the answers