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.

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