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business
organizational communication

Questions and Answers of Organizational Communication

What actions should your organization take?
Who are the key stakeholders in this situation?
What do you need to do to help your organization prepare to respond to this crisis?
What are you first thoughts after receiving this call?
Assume you are applying for a job in a department of corporate communication. Assume the interviewer asks you to comment on the keys to effective crisis communication. What is your response?
Is the quality of leadership the most significant factor in determining crisis communication success? Explain. Which of the cases in this book seem most significant in terms of lessons derived from
Have you ever been in a situation when risk communication efforts were particularly successful?
Assume you are speaking to someone who has not taken this class. How would you explain why crises can be beneficial to organizations?
Besides the nuggets, what would be the keys to the success of any press conference statement delivered by a UCC representative on December 4, 1984?
Would interventions work to help the team function?
What primary and secondary conflicts would your team experience?
Assume it is December 4, 1984. You are awakened by this horrible news. You gather your crisis team together to discuss how to address the crisis.
Identify the image restoration strategies UCC employed in this case. What strategies would you have employed?
The book has addressed several issues related to crisis communication.How could UCC have proactively addressed this crisis?What ethical issues did UCC have to face when it delivered its crisis
How do the following issues/concepts in crisis communication pertain to this case?Stakeholder theory Legitimacy Four Rs Attribution theory Personal control Emotional stability Counterfactuals Sleeper
with the news of this tragedy, what would be the nuggets in your immediate message to the media and stakeholders?
If you were a spokesperson for Union Carbide and were awakened on the morning of December
If you were coaching a crisis communicator prior to a press conference what would be your top three recommendations to that person?
Can you recall a situation when correct word choice helped you to express yourself when, had you suggested another word, you might have created or intensified a crisis? In relationships have certain
A recommendation for crisis communicators is to anticipate questions and be prepared to respond to them. Is it inevitable that the questions that surface will be, at best, a variation of these
Can a team really simulate crises in a meaningful way?
Will apprehension related to crisis situations render even an eloquent speaker a weak one because of crisis pressures? If so, does training really have an effect on crisis presentations?
Which audience analysis criterion would be least significant? Why?
Would gender be an issue? Age of participants?
Which of the three categories of audience analysis would be most significant for the headmaster? Why?
In your experience, does the nature of crisis trump tendencies to conform or does it increase the tendency to conform?
If the answer to question (3) is yes, would this phenomenon render teams counterproductive? If the answer to question (3) is no, are you suggesting that all teams will always come up with the same
Would the identification of stakeholders and nuggets inevitably vary depending on who sat on the crisis team? Explain.
Does the potential for positive in-team interaction overwhelm the potential for negative conflict in teams?
Assume you are the head of crisis communication for your college or university. Who would you want to sit on your crisis communication team?
What are the ramifications of the problems suggested by these complaints for crisis communication decision making?
Have you experienced any similar problems when working on committees?
Do you think these voices are atypical?
Should legal counsel trump the counsel of crisis communicators?
What is more important, the ethical considerations of lying during crisis or the practical ramifications of lying during crisis?
If you present a false dichotomy to stakeholders, are you lying according to your own definition? Ekman’s?
How did Ekman define lying? How would you define lying?
In crisis communication is lying ever justified?
Assume you have a friend who works as a researcher for an automobile manufacturer.How would you define the following in words she or he could understand?Universalism Commonality Skepticism
Do executives have a moral obligation to stakeholders or stockholders?
Do you agree? Is significant choice a factor that trumps any advantages of deception?
Assume you are a famous nutritionist and a consultant for the food industry. There is some question as to whether consumption of a particular product has caused the death of a customer. Because of
Assume that you were hired by an organization that polluted the air. You were told by your employer to make presentations throughout the country describing the charitable and humanitarian activities
Did they do anything foolish by trying to make it seem as if he had said, “St. Nicholas”?
Assume for the sake of the exercise that the person on the tape had used the racial epithet. Did the company do anything unethical by trying to make it seem as if he had said, “St. Nicholas?”
Assume for the sake of the exercise that Texaco had not been “committed to diversity.” Was it unethical to include this reference in its literature?
Texaco. Did Texaco do anything unethical by claiming that the people on tape were “bad apples?”
Assume for the sake of this exercise that these people were representative of the norm at
Does any organization have the ethical responsibility to purge racists from its workforce regardless of how capable they might be at their jobs?
How could organizational culture have created the evolution of this crisis?
What determines whether Texaco’s image restoration approach will be successful?
Identify and describe types of fallacious arguments.
Describe the tension that exists between ethical behavior and legal decision making.
Discuss what is meant by ethical scientific argument.
Discuss issues related to ambiguity, significant choice, and deception.
Define lying.
Explain why ethics is a factor in crisis communication.
Please read the following case and respond to points a Evaluate US Air’s crisis communication effort. b What was positive about it?c What would you have done differently?
Of the various items listed in this chapter describing “why crisis communication fails,”which do you think is the biggest reason for failure? How can this problem be avoided?
Is there anything wrong with using differentiation, defeasibility, or minimization when(a) there really is a difference between your crisis and a competitor’s, (b) it is not feasible to blame your
When you have heard displacement and bolstering used in crisis communication does it increase or decrease your sense of organizational legitimacy? Give examples.
Can you imagine a situation in which compensation and corrective action are not appropriate responses?
Can you imagine any crisis situation for which attack and intimidation are the best image response?
In the previous chapter we discussed proactive crisis planning. If you owned or managed a food operation, what would you do proactively to be able to respond as quickly as possible to problems such
What would you have done differently to address the crisis?
Would your attitudes toward the company be affected because of the incident?
If you were a Schwan’s customer who had become ill, would you continue to purchase Schwan products after this incident?
Would a “golden rule” approach automatically work in another country and culture?
If the culture had followed a “bottom line is the only line” approach, what would Schwan have communicated when it was told that there was a large “statistical relationship?” What would the
Schwan clearly took a golden rule approach. How significant do you believe the company’s prior culture was to the successful implementation of this approach?
Would their image have been restored quickly because of the immediate actions they took, even if it turned out that the company, itself, had been responsible?
In hindsight we know that Schwan’s approach worked. Their image was restored quickly. Was their image restored because, as it turned out, the crisis was not Schwan’s direct fault?
Communication of intention to adopt a “test and hold” policy
Delivery of apology using a rich medium Toll-free hotline
Which of these communication factors were most significant in restoring legitimacy?
Schwan could easily have blamed Viessman for the crisis.Should they have?
Schwan took several costly actions prior to knowing what the source of the problem might be. Would you have done this?
Of the several reasons why communication plans fail, which cause seems most likely?
Several steps have been identified as necessary for crisis communication teams to be successful. Which of these steps are the most important? Has any organization in which you have been employed
Assume you are in charge of crisis communication for your academic department. Could you identify stakeholders proactively to address, for example, (a) exposed plagiarism of a faculty member, (b) a
Will there be a time in the future when globalization and diversity are so prevalent that concerns about intercultural tension will be unnecessary? That is, will there be a time in the near future
Of horizontal networks and upward networks, which are more crucial for preempting crises? In your experience what makes the natural maintenance of these networks possible?
Does denial seem to be a realistic behavior for those who have a financial stake in the health of the company? Does it make sense that someone who stands to lose personal wellbeing would still deny
Use the step-by-step method presented in this chapter to establish a crisis communication plan for one of the following:College, Church or synagogue, Fraternity or sorority, OR Current place of
Assume you work in the office of corporate communication for John Worthington’s university precrisis The National Rifle Association Your bank The governor of your state Google A hospital How might
Which of the theories presented in this chapter are most relevant to your experience as an external stakeholder during a crisis?
In your experience, which of the theories presented in this chapter are most relevant to understanding crises you have faced working in organizations?
How do permeability and requisite variety function to facilitate image restoration and perceptions of legitimacy?
How might understanding of a constitutive perspective on communication be beneficial to crisis communicators in the throes of a crisis such as the PCA crisis described in Chapter 2?
Can problems such as the A-Rod case be preempted by the application of any of the theories described in this chapter?
Are there any organizations that would benefit from a classical management approach as opposed to a human resources approach?
In the case that begins this chapter, “A New Superstar,”How might applications of human resources theory affect Responsibility?Response?
How might applications of human resources theory affect legitimacy with External stakeholders?Internal stakeholders?Attribution theory?Halo effect?
Select an organization with which you are familiar. It could be your university, a religious organization, a club, or a business you work at during summers or while studying at the university.How
A tenet of cultural theory is that organizational culture can influence how people in an organization communicate. As it relates to crisis communication, cultural theorists contend that culture can
If you answered yes to any of the preceding three questions:Why do these people/organizations need to communicate information?Who must be contacted?What is the message to these audiences?How should
Rodriguez plays for the New York Yankees. Do the Yankees need to communicate about this issue?
Rodriguez is a member of the major league baseball player’s union. Does the union need to communicate a message to any audience?
Does Alex Rodriguez need to continue to communicate to audiences?
In the previous chapter we discussed several terms related to crisis communication. How would you analyze this case in terms of Stakeholder theory?Legitimacy?Stability?Halo and Velcro effect?Four Rs?

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