Deck 11: Crisis Management and Human Factors

Question 1

Organizations typically respond to a crisis by focusing on technical issues and economic priorities,and overlook the steps needed to preserve the most critical assets of the organization - its people.

Answer 1

True

Question 2

____ is defined as those actions taken by an organization in response to an emergency situation in an effort to minimize injury or loss of life.

A)Crisis management
B)Employee assistance
C)Cross-training
D)Job rotation

Answer 2

A

Question 3

____ consists of all activities related to safely managing the immediate physical,health,and environmental impacts of an incident.

A)Crisis communications
B)Humanitarian assistance
C)Emergency response
D)Cross-training

Answer 3

C

Question 4

A ____ is defined by the ICM as any serious business problem,which is not generally known within or without the company,that may generate negative news coverage if or when it goes "public" and could result in more than a predetermined amount in fines,penalties,legal damage awards,unbudgeted expenses,and other costs.

A)humanitarian crisis
B)sudden crisis
C)crisis simulation
D)smoldering crisis

Question 5

A recent trend in corporate settings is to provide each employee with a disaster recovery identification card.

Question 6

Cross-training provides a mechanism to get everyone out of the crime scene and thus prevent contamination of possible evidentiary material.

Question 7

The ____ is responsible for contacting and managing all interaction between the organization's management and staff and any needed emergency services,including utility services.

A)emergency services coordinator
B)human resources coordinator
C)communications coordinator
D)team leader

Question 8

____ is the group charged with analyzing vulnerabilities,evaluating existing plans,and developing and implementing the comprehensive crisis management program.

A)Crisis management planning committee
B)Humanitarian planning committee
C)Emergency response committee
D)Cross-training planning committee

Question 9

The CM ____ is responsible for overseeing the actions of the crisis management team and for coordinating all crisis management efforts in cooperation with disaster recovery and/or business continuity planning,on an as-needed basis.

A)emergency services coordinator
B)human resources coordinator
C)communications coordinator
D)team leader

Question 10

____ consists of efforts designed to address the psychological and emotional impact on the workforce.

A)Crisis communications
B)Humanitarian assistance
C)Emergency response
D)Cross-training

Question 11

Using desk check,talk-throughs,walk-throughs,simulation,and other exercises on a regular basis helps prepare the organization for crises,as well as helps keep the CMP up to date.

Question 12

____ typically refers to the public relations aspect of crisis management.

A)Crisis communications
B)Humanitarian assistance
C)Emergency response
D)Cross-training

Question 13

The ____ is the ranking executive on-site when the crisis or emergency arises and is authorized to initiate the CM plan.

A)emergency service coordinator
B)communications coordinator
C)executive-in-charge
D)human resource coordinator

Question 14

EAPs fill the need to talk through issues that people are unable to deal with on their own.

Question 15

A ____ is defined by the ICM as a disruption in the company's business that occurs without warning and is likely to generate news coverage and may adversely impact employees,investors,customers,suppliers,and other stakeholders.

A)humanitarian crisis
B)sudden crisis
C)business crisis
D)smoldering crisis

Question 16

A(n)____ is a list of officials ranging from an individual's immediate supervisor through the top executive of the organization.

A)emergency report
B)chain of command
C)cross-training
D)crisis report

Question 17

The ____ exists to protect core assets-people,finances,and reputation-during times of risk.

A)crisis management team
B)humanitarian planning team
C)emergency response team
D)cross-training planning team

Question 18

A(n)____ is the physical accountability of all personnel and is essential in determining an individual's whereabouts during an emergency (whether they are still inside a building or not).

A)personnel count
B)employee count
C)head count
D)team leader count

Question 19

____ refers to the range of services necessary to get your employees back to original levels of productivity.

A)Crisis communications
B)Humanitarian assistance
C)Emergency response
D)Cross-training

Question 20

The ____ is responsible for managing all communications between the CM team,management,employees,and the public,including the media and local and state governments.

A)emergency services coordinator
B)human resources coordinator
C)communications coordinator
D)team leader

Question 21

____ is the movement of employees between positions at the same organizational level,rather than through progression and promotion.

A)Vertical job rotation
B)Task rotation
C)Computer training
D)Horizontal job rotation

Question 22

Match each statement with an item below.

-A scenario-driven talk-through.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 23

The challenge of preparing for ____________________ is in ensuring that employees do not feel that they are being prepared for termination.

Question 24

In a(n)______________________________ employees are given a general scenario,a sequence of several unfolding events or "injections" and asked to describe how they would respond.

Question 25

____________________ is the process that enables an organization to cope with any loss of personnel with a minimum degree of disruption to the functionality of the organization.

Question 26

Match each statement with an item below.

-Consists of individuals responsible for handling the response in an actual crisis situation.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 27

Match each statement with an item below.

-Seek to determine the ability of the employees to respond to a notification system,whether automated or manual.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 28

Match each statement with an item below.

-Can provide a variety of counseling services to assist employees in coping with the changes in life resulting from surviving a crisis.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 29

A(n)____ is an area where individuals should gather in the event of a specific type of emergency to facilitate quick head count.

A)assembly area
B)emergency area
C)disaster area
D)gathering spot

Question 30

Match each statement with an item below.

-Is the heart of the crisis management response.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 31

Match each statement with an item below.

-Those few things that must go well to ensure success for a manager or an organization,and,therefore,they represent those managerial or enterprise areas,that must be given special and continual attention to bring about high performance.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 32

____ is the process of ensuring that every employee is trained to perform at least part of the job of another employee.

A)Job rotation
B)Task rotation
C)Computer training
D)Cross-training

Question 33

Match each statement with an item below.

-Are the responsibility of the first-line supervisor,who reports this information to his or her manager,who then aggregates the totals for reporting up the corporate chain of command.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 34

____ is the movement of employees from one position to another so they can develop additional skills and abilities.

A)Job rotation
B)Task rotation
C)Computer training
D)Cross-training

Question 35

In the medical profession,the first hour after injury is referred to as the ____________________.

Question 36

Match each statement with an item below.

-A psychiatric disorder that can occur following the experience or witnessing of life-threatening events such as military combat,natural disasters,terrorist incidents,serious accidents,or violent personal assaults like rape.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 37

Match each statement with an item below.

-Must be accomplished as quickly as possible once the CM plan is implemented,followed by second- and third-level priorities.

A)Crisis management team
B)Head-counts
C)Critical success factors
D)The plan
E)First-level priority objectives
F)Alert roster tests
G)Tabletop exercise
H)PTSD
I)EAPs

Question 38

____ are individuals who are hired above and beyond the minimum number of personnel needed to perform a business function,may not be the best option for all businesses.

A)Computer personnel
B)Network personnel
C)Redundant personnel
D)Crisis personnel

Question 39

____________________ kits are a good idea to have available at any organization,but they do little good if the people present at the crisis or other event do not know how to properly use the contents of the kits.

Question 40

____ is functionally similar to job rotation,but only involves the rotation of a portion of a job,rather than the entire position.

A)Vertical job rotation
B)Task rotation
C)Computer training
D)Horizontal job rotation

Question 41

List four examples of the types of smoldering business crises,which would prompt a call to the crisis management team.

Question 42

Discuss five skills that are important to a leader during crisis management.

Question 43

What is the purpose of a crisis management identification card?

Question 44

List four typical causes of a crisis.

Question 45

What is the difference between management and leadership?

Question 46

List five examples of a sudden crisis.

Question 47

When a crisis occurs,having the right resources available at the right place can mean the difference between success and catastrophe.List six of these critical resources.

Question 48

What are some of the expenses that may arise during or after a crisis?

Question 49

What are some of the items to be considered when planning the communications portion of the CMP?

Question 50

What are some of the questions that should be asked in order to address the issues that could cause blame,and thus affect the organization after a disaster?