Public Relations test# 3 chp 10
The unstated informal approach that all practitioners share when it comes to managing conflict and competition.
"it depends"
Explain Coombs' list of crisis communication strategies that organizations commonly use/
* Attack the accuser * Denial * Excuse * Justification * Ingratiation * Corrective action * Full apology
Effective issue management requires
* Predict problems * anticipate threats * minimize surprises * Resolve issues * prevent crises
What are the 5 steps to image restoration?
1.) Denial a.)Simple denial b.)shift the blame 2.) Evade responsibility a.)Provocation b.)Defeasibility c.)Accident d.)Good intentions 3.) Reduce offensiveness a.)bolstering of clean record b.)Minimization-reduce magnitude of neg feelings c.)Differentiation-distinguish your act d.)Transcendence- make it look more favorable e.)Attack the accuser f.)Compensation 4.)Corrective action 5.) Mortification
What are the top 3 "triggers" for a crisis?
1.) Financial irregularities 2.) unethical behavior 3.) executive misconduct
What are the 5 basic steps of specialized issue management?
1.) Issue identification 2.) issue analysis 3.) Strategy options 4.) and action plan 5.) the evaluation of results
What are the 3 foundations of reputation?
1.) economic performance 2.) Social responsiveness 3.) Ability to deliver valuable outcomes to stakeholders
What are the 2 main principals (that ultimately form the contingency theory) in the "it depends" approach?
1.) many factors determine the stance or position of the organization when it comes to dealing with conflict and perceived threats against the org. 2.) The public relations stance for dealing with a particular audience is dynamic, that is, it changes as events unfold.
What percent of business crises are unexpected? What is the leftover % referred to as?
14% ; the "smoldering crises"
How much time does it generally take for an organization to fully recover from a crisis that damaged its reputaiton?
3 years
A pervasive condition in life, occurs when two or more groups vie for the same resources.
Competition
_________ occurs when two groups direct their efforts against each other, devising actions and communication that directly or verbally attacks the other group.
Conflict
Any verbal or written exchange that attempts to communicate information that positions the organization favorably regarding competition or an anticipated conflict
Conflict positioning
What are the steps inside the Reactive Phase?
Crisis Communication-the implementation of the crisis management plan. Conflict Resolution- Techniques used to bring a heated issue to resolution
What are the steps inside the proactive phase?
Environmental scanning- the constant reading, listening, and watching of current affairs with an eye to the org.'s interests issue tracking-a more focused process of following media issue management- occurs when the org makes behavioral changes or creates strategic plans in ways that address the emerging issue.
What are the steps inside the strategic phase?
Risk Communication- dangers or threats to people or organizationare conveyed to forestall personal injury, health problems, and environmental . Conflict positioning-enable the organization to position itself favorably in anticipation of actions, such as litigation , boycott, or elections Crisis management
What is the second step of the conflict management life cycle?
STRATEGIC-> includes: Risk communication Conflict positioning Crisis Management
what factors have a large impact on how an organization responds to conflict and threats?
The values and attitudes of top management (also known as dominant coalition)
Model that takes into consideration situational demands and organizational resources
Threat appraisal model
What are the two major factors in the threat appraisal model.
Organizational & situational
What is the first step of the conflict management life cycle?
PROACTIVE-> includes environmental scanning issue tracking issue management crisis planning
What is the third step of the conflict management life cycle?
REACTIVE->includes: Crisis Communication Litigation PR Conflict Resolution
What is the fourth step of the conflict management life cycle?
RECOVERY->includes: Reputation management Image restoration
What are the 4 key components of strategic conflict management?
1. Strategic- for the purpose of achieving specific objectives 2. Management- Planned, deliberate actions 3. Competition- Striving for the same object, position, or prize as others 4. Conflict- sharp disagreements or opposition resulting in a direct, overt threat of attack from another entity
What % of crises are caused by management mishaps?
78%
What % of fortune 500 companies reported that a business crisis was inevitable? How many admitted they did not have a crisis management plan?
89%.......50%
The organized activity of identifying emerging trends, concerns, or issues likely to affect an organization in the next few years and developing a wider and more positive range of organizational responses toward the future.
Issues management
What are the steps inside the recovery stage?
Reputation management- systematic research to find out where the organization currently stands and steps that must be taken to improve it
The collective representation of an organizations past performance that describes the firms ability to deliver valued outcomes to multiple stakeholders.(track record)
Reputation, dont forget its owned by the public.
What determines strategy
Stance
Process of disclose the crisis before the media finds out about it is called
Stealing Thunder
TO combat when an organization has a questionable track record and their apology looks insincere what do you use?
The contingency theory
What is strategic conflict management ?
The development of a communication strategy and processes to influence the course of conflicts to the benefit of the organization, and when possible to the organizations many constituents.
Explain Contingency Continuum
The scale that identifies an organization's current stance toward a given public at a given time that ranges from pure advocacy to pure accommodation