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business
organizational communication

Questions and Answers of Organizational Communication

The organizational culture of major league baseball affected the evolution of this crisis?
The trainers for the players were not sufficiently linked to the team coaches and therefore there was limited communication between the two groups?
The channels of communication from players to management were clogged and therefore management was unaware of drug usage?
Is it possible that Insufficient information had been sent to players describing the rules about using certain drugs?
In your experience—of paralingual and rhetorical sensitivity, which can have the more negative effect when a group meets to solve a problem?
In your experience—of paralingual and rhetorical sensitivity, which can have the more significant positive effect on restoring legitimacy among stakeholders?
Have you ever experienced the sleeper effect? Halo effect? Velcro effect?
How significant is emotional stability in determining the ability of stakeholders to perceive messages?
Of relationships, reputations, responsibility, and response, which R is the most significant for the crisis communication effort? Which R was the most significant for the PCA?
Are counterfactuals inevitable regardless of crisis communication planning? Do stakeholders default to considering and proposing counterfactuals?
Explain. Would any of the other myths in this section do significant damage if they were held by the company to be truths?
Which of the five myths just discussed could do the most damage to PCA if it assumed this myth to be a truth?
Review the Peanut Corporation of America case that begins this chapter.
of this exercise?
What would be your primary communication challenge in each of the events identified in part
For each of the following types of organizations, identify an event that would qualify as a crisis:Department store such as Target or Wal-Mart Software company Convenience store Delicatessen Public
What should these organizations express and to whom should they relay their messages?
Should the FDA continue to communicate to stakeholders?15The local supermarkets?Jif, Skippy, Peter Pan?Which others?
What other organizations need to communicate regarding the crisis?
How would you get your messages out to these groups?
What would your messages be to them?
Who would be your primary audiences?
Pledge to conduct your own investigation?
Apologize to the consumers?
If you were an executive for the Peanut Corporation of America how would you proceed?
How would skill sets help or sabotage the communication effort in this case?
Should the PCA follow a golden rule approach?
Should the PCA be transparent in its communications?
Will the culture of the PCA be a factor in the crisis communication effort?
Could the PCA have done anything proactively to be ready for this crisis?
How do you think the PCA has addressed this crisis?
Minutes for an interview?h Hold “town meetings” each day for a week in New York, Buffalo, Syracuse, Rochester, and Albany?i Have a spokesperson deliver the message in a televised address?j Make a
determine whether Spitzer should:a Post the message on a Web site?b Make personal phone calls?c Express the message in a blog?d Send a letter to each member of a particular audience?e Call a press
that you desire to relay to each audience you identified in Step
Determine what method or methods you would employ to relay these messages.In the previous two parts you have determined with whom you need to communicate and what you wish to communicate. Now
Write down the single most important message you would need to communicate to each of these audiences.Again, consider the Spitzer case. Review the audiences you identified in (1). What is the most
Identify the two most important audiences. In other words, whom must you contact because of the crisis that has occurred? Which two groups are most significant?For example, consider the initial
Is there a crisis communication plan at your university? How is it communicated internally?
Do you think that organizational culture can change during crises such that the change can positively affect the crisis effort? For example, can a company that values the bottom line realize the
Of those cases identified in question (2), what was your immediate reaction to the crises when you first heard/read about them. For example, did you think that JetBlue was irresponsible, or did you
Sixteen mini-cases were presented in this chapter. How many of these do you remember reading/hearing about in “real time,” that is, when they actually occurred? How many have you read about in
Which of the five principles of the STICK list seem most important to you? What organizations have you been in to which this principle would apply?
Develop a communication plan for their current school or organization
Identify the five foundational planks of crisis communication and the importance of leadership
Identify values of crises for organizations
Explain what is meant by risk communication
Apply the concepts discussed in the book to a particular crisis case
Describe verbal and nonverbal considerations that affect delivery
List factors that affect the use of visual support
Explain how to deal with questions in question and answer sessions
Describe key components of statement content
Identify advantages and disadvantages of delivery styles
Identify ways to deal with anxiety
Explain the importance of speaking skill for crisis spokespersons
Detail elements of effective crisis communication teams.
Implement methods for improving team success.
Recognize common variables affecting group success.
Understand the principles of nonsummativity and multiple causation.
Resolve primary and secondary conflict.
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.
Explain why crisis communication often fails.
Present counterarguments to traditional counsel and debate both sides of the issue.
Describe the recurring counsel about how to respond to crisis.
Identify, define, and provide an example for the following image-restoration approaches:Apology Attack Bolstering Compensation Corrective action Defeasibility Differentiation Displacement
Describe a step-by-step procedure for crisis preparation.
Discuss the significance of globalization as it relates to proactive planning.
Describe the relevance of stakeholder theory to proactive planning.
Explain how an organization can improve its communication infrastructure to prevent crises.
Discuss the importance of social legitimacy and organizational ethos for proactive efforts.
Identify common denial arguments used by organizations that undermine crisis planning.
Explain why proactive planning is necessary.
Identify crisis communication cases that illustrate the relevance of theory.
Explain applicable communication theory principles.Transmission and constitutive definitions Receiver-audience-centered perspective Nonlinearity Irreversibility Verbal and nonverbal symbols
Describe the following theories and explain their relevance to crisis communication study Systems theory Cultural theory Classical and human resources theory Chaos theory Critical theory
Explain the relevance of these principles to organizations and organizational health.
Identify five fundamental principles for effective crisis communications.
Explain the relevance of these principles to organizations and organizational health.
Identify five fundamental principles for effective crisis communications.
4. Explain the extended parallel process model as it relates to negative-affect appeals. Give an example from your own experience.
3. In what circumstances are positive-affect messages usually effective? Negative-affect appeals? Think of as many examples as you can.Which type of appeal do you typically prefer, and why?
2. Think of a health-related behavior (e.g., drinking water, avoiding sweets, getting enough sleep).Brainstorm ways you can frame the behavior in terms of potential losses, gains, and risks. What do
1. Identify several campaign messages.a. From the perspective of social marketing, what are the “costs” and rewards of the recommended behavior in each message?b. Analyze how the messages reflect
• How do your considerations match up with the theories in this chapter?
• Do you exercise frequently? Why or why not?
• Have you ever felt misunderstood or belittled by people who were trying to help you? If so, describe the experience.
• What do you think of the idea that healthpromotion experts, although they mean well, often reinforce a group’s marginal status by adopting a paternalistic “this is what you should do”
3. Do you think it is possible to warn people about health hazards without stigmatizing people who have already been affected? Why or why not?
2. Can you think of a way to promote public health without seeming to place the blame on certain people or groups?
1. Should health promoters release information about potential health risks immediately or wait for more conclusive evidence?a. How long is it reasonable to wait?b. What constitutes conclusive
• How are these behaviors affected by larger issues such as resources, culture, and social support?
• What factors influence your own healthrelated behaviors (e.g., how often you visit a doctor, whether you exercise every day, eat right, and so on)?
3. The World Health Organization has named tobacco one of the most severe health threats of modern times. In what percentage of the world is tobacco advertising banned?
2. How much does the tobacco industry spend every day to advertise its products?
1. People who smoke tend to die at a younger age than others. How many years of their lives do smokers usually lose?
• If so, why do you think it had that effect?

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