Ch 10 Conflict - CONFLICT MANAGEMENT CONFLICT ANY ANY SHARP...

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Unformatted text preview: CONFLICT MANAGEMENT CONFLICT ANY ANY SHARP DISAGREEMENT OR COLLISION OF INTERESTS AND IDEAS CAN BE DEFINED AS A CONFLICT CONFLICT “SHARP DISAGREEMENTS OR SHARP OPPOSITION RESULTING IN A DIRECT, OVERT THREAT OF ATTACH FROM ANOTHER ENTITY ATTACH CONFLICT MANAGEMENT CONFLICT GENERAL GENERAL PUBLIC, EMPLOYEES, SIGS, LABOR UNIONS, COMPETITION, GOVERNMENT REGULATORS REGULATORS VARY IN INTENSITY RESPONSES VARY FROM RESPONSES ACCOMMODATION TO PUSH BACK ACCOMMODATION GENERAL PUBLIC, SIGS, LABOR GENERAL UNIONS, COMPETITION, GOVERNMENT REGULATORS GOVERNMENT CONTINGENCY THEORY CONTINGENCY “IT DEPENDS” PR STANCE MUST BE DYNAMIC, PR FLEXIBLE FLEXIBLE RESPONSES CAN BE FROM RESPONSES ACCOMMODATION TO ADVOCACY (FIGURE 10.2) (FIGURE CONTINGENCY CONTINGENCY “MANAGING MANAGING A CONFLICT IS A SUBTLE PROCESS … MAKING THE PUBLIC RELATIONS FUNCTION INVALUABLE TO TOP MANAGEMENT [COUNSELING].” MANAGEMENT PHASES PHASES 1. 2. PROACTIVE – PREVENTION THROUGH ENVIRONMENTAL SCANNING, ISSUES TRACKING, ISSUES MANAGEMENT, CRISIS PLAN. PLAN. STRATEGIC – RISK COMMUNICATION, CONFLICT POSITIONING, CRISIS MANAGEMENT PLAN FOR VARIOUS ISSUES VARIOUS PHASES PHASES 1. 2. REACTIVE – CRISIS REACTIVE COMMUNICATIONS EFFORTS, CONFLICT RESOLUTION TECHNIQUES, LITIGATION TECHNIQUES, RECOVERY – REPUTATION MANAGEMENT, IDENTITY (IMAGE) RESTORATION (IMAGE) ISSUES MANAGEMENT ISSUES PROACTIVE PROACTIVE PLANNING PLANNING PREDICT PROBLEMS ANTICIPATE THREATS MINIMIZE SURPRISES RESOLVE ISSUES PREVENT CRISES SEE STEPS P. 256 (253) RISK COMMUNICATION RISK ATTEMPT ATTEMPT TO COMMUNICATE INFORMATION REGARDING RISK TO PUBLIC HEALTH AND SAFETY AND THE ENVIRONMENT AND NATURALLY OCCURRING OR NATURALLY PRODUCTS/SERVICES PRODUCTS/SERVICES EXAMPLES? RISK COMMUNICATION RISK VARIABLES VARIABLES AFFECTING PUBLIC PERCEPTIONS: PERCEPTIONS: INDIVIDUAL LEVEL OF CONTROL COMPLEXITY/LEVEL OF COMPLEXITY/LEVEL UNDERSTANDING (FAMILIARITY) UNDERSTANDING SEVERITY OF CONSEQUENCES SEE SUGGESTIONS P. 261 (256) RISK COMMUNICATION RISK NOTE NOTE PUBLIC UNCERTAINTY WHEN SCIENTIFIC STUDIES CONTRADICT EACH OTHER, AND FACTS BECOME DISTORTED FACTS GLOBAL WARMING? CRISIS MANAGEMENT CRISIS SEE DEFINITIONS P. 261 (258) HOW AN ORGANIZATION HOW RESPONDS IN THE FIRST 24 HOURS … OFTEN DETERMINES DIFFERENCE BETWEEN “INCIDENT” AND “CRISIS.” “INCIDENT” CRISIS COMM CRISIS Environmental Environmental scanning and issues management are the keys to preventing crises preventing Complaints Public perceptions (“image is Public perceptual reality”) perceptual Internal problems Passivity CRISIS MANAGEMENT CRISIS NOT NOT ALL CRISES ARE UNEXPECTED! – PREVENTION! PREVENTION! TEXT: ONLY 14% UNEXPECTED BUSINESSES DENYING OR BUSINESSES DUCKING SERIOUS PROBLEMS DUCKING FORD, NASA, PETROBRAS BUT, STILL NEED GOOD CRISIS BUT, MANAGEMENT PLAN FOR THE UNEXPECTED UNEXPECTED CRISIS COMM—do’s CRISIS Public first Take responsibility Be honest Be honest Never say “no Never comment” comment” Single trained Single trained spokesperson (refer, do not respond) respond) Central info center Central Constant flow of Constant info info Familiar with Familiar media needs & deadlines deadlines Accessibility Monitoring of Monitoring news & inquiries news Communicate Communicate proactively proactively CRISIS COMM—do’s CRISIS Answer calls Act immediately Senior executive on site Stay on message Don’t speculate or answer Don’t hypotheticals hypotheticals WHAT HAPPENED, WHAT WE ARE WHAT DOING ABOUT IT DOING REPUTATION MANAGEMENT REPUTATION REPUTATION REPUTATION IS OWNED BY THE OWNED PUBLICS (EARNED) PUBLICS CHERENSEN: “DWYSYWD” THREE FOUNDATIONS ECONOMIC PERFORMANCE SOCIAL RESPONSIVENESS ABILITY TO DELIVER VALUABLE ABILITY OUTCOMES TO STAKEHOLDERS OUTCOMES SEE FORCES FIG. 10.5 REPUTATION MANAGEMENT REPUTATION RECALL RECALL COMPANIES THAT TRACK MEDIA COVERAGE AND EFFECTS ON REPUTATIONS ON WHAT IS A HYPOCRISY FACTOR? REMEMBER PREVENTATIVE PR! REMEMBER PREVENTATIVE NOTE SUB STRATEGIES P. 269270 (266) 10 t/f 23 mult choice 5 short answer and 1 bonus Catehrine youngs presentation ...
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This note was uploaded on 01/13/2011 for the course COM 3523 taught by Professor Levitt during the Spring '10 term at The University of Texas at San Antonio- San Antonio.

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