10 Questions
What is the first step in beating a crisis, according to the text?
Recognizing that you have a crisis
What are the keys to effective crisis management, according to the text?
Decisiveness, honesty, and a customer-first mentality
What can lead to long-term damage to a business during a crisis, according to the text?
Damaged credibility, integrity, and customer loyalty
What happened when Intel was informed of the mathematical calculation problem with its Pentium chip?
They were confident of their design and responded with nonchalance
What is a recipe for failure in crisis management, according to the text?
Neglecting credibility, integrity, and customer loyalty
What is the first lesson taught by the Intel crisis?
Customer perception is often what matters most in crises
What was one of the consequences of Intel's over-confidence in its chip design?
Lack of receptiveness to their customers
What is the primary concern during a crisis?
Cost should always be a factor but not the primary concern
What did Johnson & Johnson do to set the standard for proactivity during the Tylenol crisis?
Took responsible and decisive action by recalling and redesigning Tylenol capsules
What does the text suggest regarding the image of a company during a crisis?
Conveying an image of being a community member and partner is favorable
Learn about the importance of recognizing a crisis and taking proactive steps to address it. This quiz covers the keys to effective crisis management, including forthright communication and decisive action.
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