Risk Communication (19)

Question 1

3 CERC core principles:

Answer 1

empathy, action, respect

Question 2

Risk of Disaster things to understand (7):

Answer 2

1. population density
2. high-risk areas
3. technological risks
4. aging US population
5. emerging diseases
6. increased travel
7. increased terrorism

Question 3

The five steps of successful communication:

Answer 3

1. execute solid communication plan
2. be first source for information
3. express empathy early
4. show competence and expertise
5. remain honest/open

Question 4

**Things to avoid for successful communication (5):

DEFINITELY KNOW

Answer 4

1. mixed messages
2. late releasing information
3. paternalistic attitudes
4. not countering rumors/myths in real time
5. public power struggles/confusion

Question 5

Crisis communication lifecycle (5):

Answer 5

1. precrisis
2. initial
3. maintenance
4. resolution
5. evaluation

Question 6

People will judge your response to a disaster on three principles:

Answer 6

1. timeliness
2. trustworthiness
3. honesty

Question 7

The public is most open to education/new suggestions during which phases of the lifecycle?

Answer 7

Resolution

Question 8

Psychology of a crisis… 7 things to keep in mind.

Answer 8

1. be careful with risk comparisons
2. don’t over-reassure
3. sensitive syntax: good news in subordinate clauses
4. acknowledge uncertainty
5. give people things to do (reduces denial and gives sense of control)
6. stop trying to allay panic
7. acknowledge people’s fears

Question 9

**The EPA’s 7 cardinal rules of risk communication:

DEFINITELY KNOW

Answer 9

1. accept and involve the public as a legitimate partner
2. listen to the audience
3. be honest, frank, and open
4. coordinate and collaborate with other credible sources
5. meet the needs of the media
6. speak clearly and with compassion
7. plan carefully and evaluate performance

Question 10

Credibility formed through…

Answer 10

… accuracy of information and speed of release

Question 11

Trust formed through…

Answer 11

…empathy and openness

Question 12

Successful communication formed through….

Answer 12

…credibility and trust

Question 13

**The nine steps of a crisis response:

DEFINITELY KNOW

Answer 13

1. verify situation
2. conduct notification
3. conduct assessment (activate crisis plan)
4. organize assignments
5. prepare information and obtain approvals
6. release information to media, public, partners through arranged channels
7. obtain feedback and conduct crisis evaluation
8. conduct public education
9. monitor events

Question 14

A spokesperson should… (3):

Answer 14

1. know the values of the organization
2. know the audience (and it’s NOT the media)
3. express empathy and caring in the first 30 seconds

Question 15

Be _____. Be ______. Be _____.

Answer 15

Be first. Be right. Be credible.

Question 16

Harmful human behaviors known to arise during a crisis (4):

Answer 16

1. demands for unneeded treatment
2. disorganized group behavior (stealing/looting)
3. bribery, fraud, and reliance on special relationships
4. unreasonable trade and travel restrictions

Question 17

Research has shown that in a serious crisis, all people…

Answer 17

1. take in information differently
2. process information differently
3. act on information differently

Question 18

Principles of emergency risk communication (and phases of the crisis where they’re most important):

Answer 18

1. stop trying to allay panic (PI)
2. emphasize that there’s a process in place (PI)
3. don’t over-reassure (I)
4. acknowledge uncertainty (I)
5. acknowledge people’s fears (M)
6. express wishes (M)
7. give people things to do (M)
8. acknowledge the shared misery (M)
9. give anticipatory guidance (M)
10. address dreaded “what-if” questions (M)
11. be a role model and ask more of people (M)
12. be regretful (R)

Question 19

Crisis Communication Plan Objectives:

Answer 19

1. construct a plan to leverage appropriate communication channels to widely disseminate public health information to the largest numbers of people
2. recognize elements of a sound Crisis Emergency Risk Communication plan
3. identify strategies for effectively handling communications in the first 48 hours of an event

Question 20

**The five most serious mistakes an organization can make in communicating with stakeholders:

**DEFINITELY KNOW

Answer 20

1. inadequate accessibility
2. lack of understandability
3. dullness, lack of energy in the response
4. problems with timeliness (e.g. “too little, too late”)
5. perceptions of arrogance (e.g. stakeholders are not valued)

Question 21

How to provide timely, accurate information to audiences and key stakeholders:

Answer 21

1. use audience assessment tools to ensure that appropriate messages are tailored to specific audiences
2. concentrate on those stakeholders who can have the most impact on your ability to conduct public health business
3. focus on the common concerns and reactions that will have to be addressed

Question 22

CERC:

Answer 22

Crisis and Emergency Risk Communication