Chapter 8 Flashcards
A key aspect of public relations is the strategic management of competition and conflict.
• Competition is for…
example:…
…resources
(e.g. for audience share of a television program, a politician’s approval/popularity rating, or community donations for a non-profit)
Conflict can include disagreement with
disagreement with individuals, stakeholders or organizations, such as in the form of negative press or other public attacks
The aim of successful competition or conflict is the
mutual benefit of public and organization although not all publics can be satisfied- the organization is number 1
strategic conflict management is the process to influence the _________ __ ________ for the ________ of the organization and when possible the ________
process to influence the course of conflict for the benefit of the organization and when possible the public.
2 Models of conflict management:
Threat Appraisal Model
Contingency Theory
Define Threat appraisal
Watch for and evaluate threats, determine how serious, develop strategy or allow to ‘die on the vine’
Define factors that determine stance based on contingency theory
- stance is contingent on many factors influence
2. stance must be dynamic (respond to changing situation)
The continuum of stances ranges from
Pure Advocacy to Pure Accomodation
Name the four phases of strategic conflict management:
page 172
PSRR
- Proactive Phase
- Strategice Phase
- Reactive Phase
- Recovery Phase
Elements of the Proactive phase include
- Environmental _____________
- issues _________
- ________ __________
- _______ Management
- Environmental Scanning
- issues tracking
- Crisis Planning
- Issues Management
Explain these aspect of the Proactive Phase:
- Environmental Scanning
- issues tracking
- Crisis Planning
- Issues Management
- reading, listening to current affairs etc. with an eye to organizations interest
- more focused such as blog monitoring and checking daily news
- Issue management- changing behaviours as issues arise
- strategic planning for crisis
Explain factors of Strategic Phase:
- Conflict ___________
- _______ Management
- Risk ________________
- Conflict positioning
- Crisis Management
- Risk Communication
How is the strategic phase different than proactive phase
During Strategic phase a emerging conflict is identified and warranting action. Proactive is before conflict arises
What is Risk Communication in the Strategic Phase?
Preventing injury, environmental damage etc by communicating risk to consumers, internal and external publics.
What is Strategic positioning?
Written or verbal exchange that attempts to position the org favourable in face of competition or conflict. (Risk communication is one way to do this by warning the public of harm you demonstrate some form of integrity when later you may have to answer for problems in court
Crisis management
development of a specific plan to address a crisis that has resisted risk communication and become a conflict.
how is the reactive phase different than the strategic phase?
When imminent conflict in strategic phases reaches the crisis level = major negative event has negative repercussions for organization, public, brand name etc.
Elements of Reactive Phase:
- Crisis ___________
- __________ PR
- Conflict _________
- Crisis Communication
- Litigation PR
- Conflict Resolution
Describe Crisis Communication
When disaster has struck making 24/7 communication with publics, news etc a priority
Describe Litigation PR
Pr that positions the organization for legal action
T/F you should use conflict resolution when crisis is careening out of control
False - nop
What is happening in the recovery phase
research into impact on image/reputaion of organization and trying to improve it. Image restoration may happen if damage is extreme and org is willing to change
Which systematic processes correspond with the phases of conflict management?
- Proactive phase
- Strategic Phase
- Reactive Phase
- Recovery Phase
- Proactive phase- Issues management
- Strategic Phase- strategic positioning 7 Risk communication
- Reactive Phase- Crisis Communication
- Recovery Phase- Reputation management
7 Responses to crisis by Coombs:
- Attack accuser
- Excuses
- Denial
- Justification
- Ingratiation
- Correctice Action
- Full apology
Basic guidelines for crisis management include: Designate... • Put the ... first. • Be ..... • Take.... • Communicate with..... • Set up a .... • Never say,... • Be .... • Provide information ... • Monitor ... • Be familiar with the needs....
Basic guidelines for communicating during a crisis • Designate a spokesperson • Put the public first. • Be accessible. • Take responsibility. • Communicate with key publics. • Set up a central information center. • Never say, “no comment.” • Be honest. • Provide information often. • Monitor news coverage and the phone. • Be familiar with the needs of the media.
Foundation of reputation:
ASE
- economic performance
- social responsiveness
- ability to deliver valuable outcomes to stakeholders
