Chapter 10: Conflict Management: Dealing with Issues, Risks and Crises

Question 1

What are the four phases of strategic conflict management

Answer 1

Proactive phase
strategic phase
reactive phase
recovery phase

Question 2

Define issue management

Answer 2

is a proactive and systematic approach to predict problems, anticipate threats, minimize surprises, resolve issues, and prevent crises.

“Issue management is 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.”

Question 3

Define crisis communication

Answer 3

includes the implementation of the crisis management plan and 24/7 efforts to meet public needs

Question 4

What are the crisis response strategies from the situational crisis communication theory? – Coomb’s list of crisis communication steps

Answer 4

Attach the accuser
Denial
Excuse
Justification
Ingratiation (please ppl complaining)
Corrective action
Full apology

Question 5

What is the basic notion of contingency theory?

Answer 5

crisis management depends on many situational factors.

Question 6

Define reputation

Answer 6

the collective representation of an orgs past performance that describes the firm’s ability to deliver valued outcomes to multiple stakeholders.

Track record or org in the public’s mind

Question 7

What are the 3 foundations of reputation?

Answer 7

Economic performance
Social responsiveness
Ability to deliver valuable outcomes to stakeholders

Question 8

What is damage control?

Answer 8

minimize the harm done to the client’s public image.

Question 9

What is common wisdom?

Answer 9

Have a crisis management plan + update it annually. Appoint crisis management team, run exercises to keep team in shape

Prepare generic statements and other content in advance

Question 10

What does a quick response show?

Answer 10

an organization in control and builds credibility

Question 11

What does planning lead to?

Answer 11

Thinking about what might happen
Taking steps to avoid a preventable crisis
Putting in place adaptable procedures for the unavoidable or unforeseeable

Question 12

What are the 7 steps of crisis planning?

Answer 12

1. State the basics: planning is > important than plan itself
2. Identify triggers for crisis: issue/risk/conflict management
   Recognize patterns and anticipate potential crises
3. Identify involved stakeholders
4. Develop communications scenarios
5. Prepare in advance
6. Spell out who does what
7. Finish plan w. do’s and don’ts

Question 13

What does crisis management minimize?

Answer 13

damage and can allow org to come back stronger