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17 Cards in this Set

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What are the key components of Strategic Conflict Managment?

Strategic: for the purpose of achieving particular objectives

Management: planned, deliberate action

Competition: striving for the same object, position, or prize as others

Conflict: sharp disagreements or opposition resulting in a direct, overt threat of attack from another entity

PR practitioners must have a sense that of what when dealing with conflict?

-Your organization's behavior is honorable and defensible

-Your organization is ethical

-Your organization's mission is worthy

-Your advocacy of the organization has integrity

-Your organization works at creating mutual benefits whenever possible

What is the role of conflict in PR?

-Typical organizations wish to reduce conflict

-Best to deal with conflicts in early stages because it's more efficient, less damage to the organization, and it's the ethical thing to do

-Most conflict situations are not clear-cut in terms of an ideal solution

-PR professionals have to make tough calls and advocate strictly on behalf of their organization

What is the "It Depends" system for managing conflict?

-Must determine the stance of the organization will take toward each public or stakeholder involved in the conflict situation

-Stance then determines strategy

-The stance-driven approach depends on many factors

-Definition: PR monitors for threats, assesses them, arrives at a stance for the organization and then begins communication efforts from that stance.

What does the Threat Appraisal Model do?

Assesses the seriousness of the threat and the resources needed to combat it

What is pure advocacy in the Contingency Continuum?

Hard nosed stance of completely disagreeing or refuting claims

What is pure accommodation in the Contingency Continuum?

Organization agrees with its critics, changes its policies, makes corrections and makes a full apology

What is the conflict management life cycle? What are the 4 phases?

-Shows the "big picture" of how to manage a conflict

-The 4 phases are proactive, strategic, reactive, and recovery.

What is a crisis?

Major occurrence with potentially negative outcome for organization

How soon should an organization respond to a crisis?

24 hours

What are the top 3 triggers for a crisis?

1. Financial irregularities

2. Unethical behavior

3. Executive misconduct

Where is a lack of crisis planning an issue?

Among Fortune 500 companies; 89% of CEO's view crises as inevitable; 50% have no crisis management plan

What are strategies for responding to crises?

-Attack the accuser





-Corrective action

-Full apology

How should organizations communicate in a crisis?

-Designate a single spokesperson

-Put the public first

-Be accessible

-Take responsibility

-Communicate with key publics

-Set up a central information center

-Monitor news coverage and telephone inquiries

-Provide a constant flow of communication

-Be honest

-Never say "no comment"

What is reputation for an organization?

Reputation is the track record of an organization in the public's mind

What are the three foundations of reputation?

1. Economic performance

2. Social responsiveness

3. The ability to deliver valuable outcomes to stakeholders

What are strategies for image restoration?

1. Make progress/recovery visible

2. Analyze what went wrong

3. Improve governance structure (reporting)

4. Make the CEO and leadership accessible to media

5. Fire employees involved

6. Commit to high corporate citizenship standards

7. Carefully review ethics policies

8. Hire outside auditors for internal audits

9. Issue an apology from the CEO