com259- CH3

which of the following is a phase in the conflict management life cycle?

-proactive -reactive -strategic -recovery

which is not a phase of strategic conflict management

-reactive -proactive -strategic -recovery

what percentage of business crises are unexpected

14%

what is the basic principle of the contingency theory of conflict management in public relations?

a number of factors influence public relations practice

according to suzanne soda, all of the following are recommended in risk communication except

actively hide your concerns

Coombs says all of the following are crisis communication strategies except

avoid the media

in issues management, if the company decides the emerging issue is potentially damaging, what is the next step?

create strategic plan

------- are defined as a "major occurrence with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services, or goods names."

crises

which is not a contingency factor that public relations professionals must take into account in managing a conflict with its public?

emotional stance of public relations professionals

the first step in the proactive phase of strategic conflict management is

environmental scanning

in the reactive phase of conflict management, an organization should employ strategies either to bolster or repair its reputation in the eyes of key publics

false

pepsi used an accommodative strategy to avoid a massive recall in light of a perceived hoax involving a syringe in a can

false

risk communication is the first step in the proactive phase of conflict management

false

the first step of issues management is the analysis of impact of issues on the organization

false

which is the correct pair/observation with regard to perception and risk?

high complexity/high risk

according to the contingency theory of conflict management, what is the stance of public relations?

it depends

what does Deja vu tell public relations professionals about the life cycle of strategic conflict management?

it is ongoing

which is not one of the 11 groupings of contingency variables?

nature of the job market

what is the first phase of conflict management lifecycle?

proactive

what is the most accommodative response in an image restoration strategy?

profuse apology

which of the following actions is NOT recommended as a way to communicate during a crisis?

put the organization first

what is the strategy taken in the recovery phase of strategic management of conflict?

repairing relations and public image

which of the following factors is not associated with strategic conflict management?

spin

ingratiation is a crisis communication strategy whereby the organization acts to appease the public involved

true

risk communication attempts to convey information regarding risk to public health and safety the environment

true

the contingency theory of strategic conflict management considers public relations as a continuum process between an organization and its public

true

the more complex a situation, the higher perception of risk

true

the most accommodative response in image restoration strategies is a profuse apology

true

the three foundations of reputation include economic performance, social responsiveness, and the ability to deliver valuable outcomes to stakeholders.

true

the contingency continuum from pure advocacy to pure accommodation forms the foundation for identifying the stance of an organization toward a given public at a given time. What was the stance positioning and response of KFC to PETA's boycott?

compromising