# Crisis communication - 科目：雅思听力真题（Part 4） - 考频：中频 - 最近考试：2022.4.23/2019.7.20 - 题目数：10 - 来源页：https://www.yaquan.site/paper/af17b2c4-019f-465d-a7ec-cff7be088325（在线机考练习与音频请访问该页面） - 数据更新：2026-10-29 ## 题目原文 00:00:00,560 Section four. 00:00:02,560 You will hear part of a lecture to business management students about what managers should do when their organization faces a crisis. 00:00:13,420 First, you have some time to look at questions thirty-one to forty on page seven. 00:01:09,260 Now listen carefully and answer questions thirty-one to forty. 00:01:16,860 Today, I want to talk about how organizations can respond to a crisis, which happens when a serious problem occurs suddenly and must be dealt with quickly. I will talk about a theory that tells crisis managers how to communicate in different kinds of crises. 00:01:37,760 Some people ask why we need theory in crisis communication. Isn't logic the answer? 00:01:46,360 Yes, it is sometimes, but organizations often handle crisis communication badly. What we find is that in reality, much of the advice that organizations receive on how to respond to a crisis is just a guess. Theory and research allow us to take those suggestions and test them. Then managers can be given advice based on actual evidence of what works and what doesn't. 00:02:21,020 The crisis theory has categorized three general types of crises. 00:02:27,740 One type is a crisis where the organization is a victim and has very little responsibility. For example, this kind of crisis could be caused by a rumor. The second kind is accidental. There isn't much responsibility because there are other outside factors that contributed to it. And the third one, and the most difficult to actually manage, is a preventable crisis. In this kind of crisis, those affected believe strongly that a mistake was made within the organization. 00:03:09,740 The type of crisis is important because the more people think the organization is responsible for the crisis, the angrier they become at the organization. 00:03:22,320 The theory begins by suggesting a two-part basic response that can be used in all kinds of crisis. The first part is to provide information to those affected so that they can protect themselves from further harm. Many crises pose a risk to people. For example, if there is a chemical release, people might have to evacuate an area. Or if there's a product which could be harmful, people need to be told about it so they don't buy it, or so if they have bought it, they can return it. 00:04:02,520 The second part of the basic response is to communicate the action the organization is planning in order to prevent another crisis. 00:04:12,820 This is important because those affected by a crisis are often concerned that it is going to happen again. 00:04:25,760 Beyond this, crisis managers also have other tools to shape how people think about the crisis. 00:04:34,280 Crisis managers can use several strategies to do this. One strategy is to diminish the crisis. 00:04:42,770 If crisis managers have proof which is convincing, they can argue that a crisis is not as bad as people think. If they can argue this successfully, the harmful effects are reduced. 00:04:58,740 Another way to shape thinking is to give excuses which emphasize a lack of intent. Therefore, people will see the crisis as an accident. This is important because an accidental crisis is much easier to manage than an intentional crisis. 00:05:20,280 Crisis managers can also protect the organization's reputation when there is a major crisis. Their first goal is to reduce the negative opinions generated by the crisis. 00:05:35,220 This can be done by presenting new positive facts and figures about the organization or by reminding people of past good works done by the organization. 00:05:48,700 Rebuild strategies are useful for preventable crises or when there has been a series of accidental crises, as these crises present a severe threat to the perceived reliability of the organization. For example, a crisis where the organization is clearly at fault or broke a law can be very damaging and can result in loss of business. 00:06:18,160 Rebuild strategies can also be used to reduce the impact of the crisis. 00:06:24,820 To do this, crisis managers say and do things to benefit those affected by the crisis. 00:06:33,870 The reputation of the organization can also be protected in practical ways. The problem can sometimes be addressed by offering an apology to those affected by the crisis. 00:06:48,300 This may be sufficient action when the problem is relatively minor. However, if the crisis is very severe, the most common strategy is to offer compensation to those affected. 00:07:03,780 So to summarize, crisis communication theory is interesting to managers as it gives positive guidance on how to respond. 00:07:15,560 It can help them figure out which strategy- 00:07:22,040 That is the end of section four. You now have half a minute to check your answers. ## 题目与答案 ### 31. Why do we need theory? ·Some people think using 31_____ is better than theory. Why do we need theory? ·Some people think using 31_____ is better than theory. **答案**：logic 原文定位：Some people ask why we need theory in crisis communication. Isn't logic the answer 同义替换：「better than theory」↔「logic the answer」 ### 32. ·But a lot of advice is simply a 32_____ . ·But a lot of advice is simply a 32_____ . **答案**：guess 原文定位：What we find is that in reality, much of the advice that organizations receive on how to respond to a crisis is just a guess 同义替换：「a lot of」↔「much of」；「simply」↔「just」 ### 33. Type of crisis ·The organisation can be victim - e.g. due to a 33_____ . Type of crisis ·The organisation can be victim - e.g. due to a 33_____ . **答案**：rumor 原文定位：For example, this kind of crisis could be caused by a rumor 同义替换：「due to」↔「caused by」 ### 34. ·Crisis can be accidental - caused by external factors ·Crisis can be preventable - resulting from a 34_____ in the organization. ·Crisis can be accidental - caused by external factors ·Crisis can be preventable - resulting from a 34_____ in the organization. **答案**：mistake 原文定位：In this kind of crisis, those affected believe strongly that a mistake was made within the organization 同义替换：「resulting from」↔「was made within」 ### 35. Suggested response for all crises ·Give information to prevent any more damage ·Communicate what 35_____ is to be taken. Suggested response for all crises ·Give information to prevent any more damage ·Communicate what 35_____ is to be taken. **答案**：action 原文定位：The second part of the basic response is to communicate the action the organization is planning in order to prevent another crisis 同义替换：「to be taken」↔「action」 ### 36. Strategies to influence people`s thinking ·Diminish the crisis: provide 36_____ that the crisis is not so bad. ·Give excuses for the crisis: highlight that it was not intentional Strategies to influence people`s thinking ·Diminish the crisis: provide 36_____ that the crisis is not so bad. ·Give excuses for the crisis: highlight that it was not intentional **答案**：proof 原文定位：If crisis managers have proof which is convincing, they can argue that a crisis is not as bad as people think 同义替换：「provide」↔「have」 ### 37. Protecting the organisation`s reputation ·Initial objective is to lessen 37_____ opinions. Protecting the organisation`s reputation ·Initial objective is to lessen 37_____ opinions. **答案**：negative 原文定位：Their first goal is to reduce the negative opinions generated by the crisis 同义替换：「Initial objective」↔「first goal」；「lessen」↔「reduce」 ### 38. ·Rebuild strategies are important when: - there is a serious 38_____ to the organisation`s reputation. ·Rebuild strategies are important when: - there is a serious 38_____ to the organisation`s reputation. **答案**：threat 原文定位：Rebuild strategies are useful for preventable crises or when there has been a series of accidental crises, as these crises present a severe threat to the perceived reliability of the organization 同义替换：「serious」↔「severe」；「reputation」↔「the perceived reliability of」 ### 39. - the impact of the crisis needs lessening ·Things can be improved by providing an 39_____ . - the impact of the crisis needs lessening ·Things can be improved by providing an 39_____ . **答案**：apology 原文定位：The problem can sometimes be addressed by offering an apology to those affected by the crisis 同义替换：「can be improved」↔「can sometimes be addressed」；「providing」↔「offering」 ### 40. ·In serious cases, 40_____ is usually offered. ·In serious cases, 40_____ is usually offered. **答案**：compensation 原文定位：However, if the crisis is very severe, the most common strategy is to offer compensation to those affected 同义替换：「In serious cases」↔「if the crisis is very severe」；「usually」↔「most common」 --- 以上内容由鸭圈雅思真题库（www.yaquan.site）提供，收录近期雅思考试真题回忆，支持在线机考模式免费练习。