Chapter 8

Question 1

A key aspect of public relations is the strategic management of competition and conflict.
• Competition is for…
example:…

Answer 1

…resources

(e.g. for audience share of a television program, a politician’s approval/popularity rating, or community donations for a non-profit)

Question 2

Conflict can include disagreement with

Answer 2

disagreement with individuals, stakeholders or organizations, such as in the form of negative press or other public attacks

Question 3

The aim of successful competition or conflict is the

Answer 3

mutual benefit of public and organization although not all publics can be satisfied- the organization is number 1

Question 4

strategic conflict management is the process to influence the _________ __ ________ for the ________ of the organization and when possible the ________

Answer 4

process to influence the course of conflict for the benefit of the organization and when possible the public.

Question 5

2 Models of conflict management:

Answer 5

Threat Appraisal Model

Contingency Theory

Question 6

Define Threat appraisal

Answer 6

Watch for and evaluate threats, determine how serious, develop strategy or allow to ‘die on the vine’

Question 7

Define factors that determine stance based on contingency theory

Answer 7

1. stance is contingent on many factors influence

2. stance must be dynamic (respond to changing situation)

Question 8

The continuum of stances ranges from

Answer 8

Pure Advocacy to Pure Accomodation

Question 9

Name the four phases of strategic conflict management:
page 172
PSRR

Answer 9

1. Proactive Phase
2. Strategice Phase
3. Reactive Phase
4. Recovery Phase

Question 10

Elements of the Proactive phase include

1. Environmental _____________
2. issues _________
3. ________ __________
4. _______ Management

Answer 10

1. Environmental Scanning
2. issues tracking
3. Crisis Planning
4. Issues Management

Question 11

Explain these aspect of the Proactive Phase:

1. Environmental Scanning
2. issues tracking
3. Crisis Planning
4. Issues Management

Answer 11

1. reading, listening to current affairs etc. with an eye to organizations interest
2. more focused such as blog monitoring and checking daily news
3. Issue management- changing behaviours as issues arise
4. strategic planning for crisis

Question 12

Explain factors of Strategic Phase:

1. Conflict ___________
2. _______ Management
3. Risk ________________

Answer 12

1. Conflict positioning
2. Crisis Management
3. Risk Communication

Question 13

How is the strategic phase different than proactive phase

Answer 13

During Strategic phase a emerging conflict is identified and warranting action. Proactive is before conflict arises

Question 14

What is Risk Communication in the Strategic Phase?

Answer 14

Preventing injury, environmental damage etc by communicating risk to consumers, internal and external publics.

Question 15

What is Strategic positioning?

Answer 15

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

Question 16

Crisis management

Answer 16

development of a specific plan to address a crisis that has resisted risk communication and become a conflict.

Question 17

how is the reactive phase different than the strategic phase?

Answer 17

When imminent conflict in strategic phases reaches the crisis level = major negative event has negative repercussions for organization, public, brand name etc.

Question 18

Elements of Reactive Phase:

1. Crisis ___________
2. __________ PR
3. Conflict _________

Answer 18

1. Crisis Communication
2. Litigation PR
3. Conflict Resolution

Question 19

Describe Crisis Communication

Answer 19

When disaster has struck making 24/7 communication with publics, news etc a priority

Question 20

Describe Litigation PR

Answer 20

Pr that positions the organization for legal action

Question 21

T/F you should use conflict resolution when crisis is careening out of control

Answer 21

False - nop

Question 22

What is happening in the recovery phase

Answer 22

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

Question 23

Which systematic processes correspond with the phases of conflict management?

1. Proactive phase
2. Strategic Phase
3. Reactive Phase
4. Recovery Phase

Answer 23

1. Proactive phase- Issues management
2. Strategic Phase- strategic positioning 7 Risk communication
3. Reactive Phase- Crisis Communication
4. Recovery Phase- Reputation management

Question 24

7 Responses to crisis by Coombs:

Answer 24

1. Attack accuser
2. Excuses
3. Denial
4. Justification
5. Ingratiation
6. Correctice Action
7. Full apology

Question 25

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....

Answer 25

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.

Question 26

Foundation of reputation:

ASE

Answer 26

1. economic performance
2. social responsiveness
3. ability to deliver valuable outcomes to stakeholders