Chapter 10 Notes

Conflict Management: Dealing with Issues, Risks and Crisis

• Pure advocacy
  • Hard nose source of completely disagreeing or refuting the arguments, claims, or threats of a competitor or a group concerned about an issue.
  • Pure accommodation
    • Organization agrees with its critics, changes its policies, makes restitution and even makes a full public apology.
    • Conflict management cycle
      • Proactive phase- activities and thought processes that can prevent a conflict from arising or from getting out of hand.

1. First step environmental scanning
2. Issues tracking
3. Issues management occurs
4. Crisis plan

• Strategic phase- through risk communication, dangers or threats to people or organizations is conveyed to forestall personal injury, health problems and environmental damage.
• Reactive phase- once the issue or imminent conflict reaches a critical level of impact on the organization the PR professional must react to events in the external communication environment as they unfold.
• Recovery phase- reputation management includes systematic research to learn the state of the organization’s reputation and then take steps to improve it.
• Issues management is a proactive and systematic approach

1. Predict problems
2. Anticipate threats
3. Minimize surprise
4. Resolve issues
5. Prevent crisis

• 50 percent admitted that they did not have a crisis management plan.

June 25, 2010. Chapter Notes.