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Listen to Joel Babbit, President and CEO at Edelman Public Relations Worldwide, who goes on to talk about crisis communication. Answer these questions.

1.Why does communication become especially difficult in the situation of crisis?

2.What are the keys to successful crisis communication?

3.What example of successful crisis communication does Joel Babbit give?

Complete the extract of what Joel Babbit says about how an organization should respond to a crisis situation.

The communication process, _______ in the best of times, is severely _______ in crisis situations when a high degree of _______ exists. At such times _______ information about what is happening or has happened may be _______. This causes people to become more active _______ of information and more _______ on the media for information to satisfy the human _______ for closure. A crisis _______ puts a great deal of ________ on organization to _______ with accurate, complete information as quickly as possible. How an organization responds in the first 24 hours

_______ whether the situation remains an _______ or becomes a full-blown crisis.

Match the words (1-10) with the definitions (a-j).

1.

implementation

of a

a.

ways of giving information and making ideas known to people

 

decision

 

 

 

2.

special events

 

b.

make the main idea of a speech, advertisement, article etc. more

 

 

 

 

powerful

3.

communication

tools

c.

making a chosen plan start to work

 

and media

 

 

 

4.

disseminate

 

d.

deal with an urgent or difficult situation

 

information

 

 

 

5.

fortify a message

 

e.

official instructions or advice about how to do something

6.

crisis situation

 

f.

saying that you are not willing to answer a question, especially a

 

 

 

 

question asked by a journalist

7.

face a crisis

 

g.

make facts about something known

8.

verifiable information

h.

an urgent, difficult, or dangerous situation

9.

guidelines

 

i.

organized occasions like press conferences, facility visits,

 

 

 

 

participation in exhibitions etc. to inform and educate target

 

 

 

 

publics

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