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Test Crisis communication: how to remain calm and convey security
Agenda
QUESTION 1: What is the golden rule in crisis communication according to the text?
Maintain calm and composure
Using complex technical language
Minimize any problems so as not to alarm
Blame external factors immediately
QUESTION 2: What is the effect of an upset leader during a crisis?
Generates more confidence in the audience
Exacerbate the feeling of being out of control
Reduce general panic
Facilitates spontaneous coordination
QUESTION 3: What communication practice is essential to avoid losing credibility?
Be clear, direct and honest
Use dramatic metaphors
Avoid sharing action plans
To exaggerate gravity to mobilize
QUESTION 4: What example illustrates the importance of calm in an emergency?
Johnson & Johnson's response to the 1982 Tylenol crisis
Landing on the Hudson River by Chesley 'Sully' Sullenberger in 2009
Routine parliamentary debates
A school drill without incident
QUESTION 5: What is recommended to offer people during a crisis?
Ambiguous messages to avoid panic
Strategic silence until you have all the information
Clear solutions and action plan
Humor to relieve tension
QUESTION 6: Why is it important to show empathy in crisis communication?
Because it avoids sharing objective data
Because it distracts from the real gravity
Because it speeds up bureaucratic procedures
Because it creates a bond of trust by acknowledging concerns
7TH QUESTION: What characteristics of the tone of voice are recommended during a crisis?
Soft, hesitant and hesitant
Monotone and distant
Firm, stable and confident
Quick and exalted
8TH QUESTION: What decision stood out for Johnson & Johnson in the 1982 Tylenol crisis?
Hiding information to avoid panic
Ignored audience concerns
Postponed any action until the crisis is over
Prioritized the client's safety by reinforcing credibility
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