Presentation on theme: "Conflict Management: Dealing with Issues, Risks, and Crises Chapter 10 Public Relations is involved in “influencing the course of problems to the benefit."— Presentation transcript:
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1 Conflict Management: Dealing through Issues, Risks, and also Crises Chapter 10 Public Relations is associated in “affecting the course of problems to the benefit of the company and also, when possible, to the advantage of the organization’s primary constituents.” The use of public relationships to affect the course of a dispute is called “strategic conflict management.”
2 Competition vs. Conflict It is important to understand also the differences in between the two. Competition deserve to be defined as once two or even more groups or institutions vie for the very same resources. In service these “resources” could be sales, market share, contracts, employees, and also eventually, earnings. In the nonprofit sector, the competition might be docountries, grants, clients, volunteers, and also also political influence.
3 Conflict Conflict, on the various other hand also, occurs as soon as 2 teams straight their initiatives versus each various other, devising actions and communication that directly or verbally assault the other group. PR pros play a crucial function in organizations’ competition and dispute initiatives and also obstacles– effective managing of such cases rises the value of public relations to optimal monitoring.
4 In competition/conflict, a feeling of mission and conviction is needed: That your organization’s behavior is honorable and also defensible Your company is honest Your organization’s mission is worthy Your advocacy of the organization has integrity Your company works at producing mutual benefit whenever feasible “Fight the great fight!”
5 Phases of the Conflict Management Life Cycle: Proenergetic Strategic Reactive Recoincredibly
6 Proenergetic Phase This phase requires activities and also thought procedures that have the right to prevent a conflict from occurring or from acquiring out of hand also. One means is through “environmental scanning”—the continuous reading, listening and also watching of present affairs with an eye to the organization’s interemainder. Issue Tracking– attention becomes more focused and organized with, for example, the daily clipping of news stories Issues Management– as soon as an company provides behavior changes or creates strategic plans in methods that attend to the emerging concern Dilemma Plan– the initially action in preparing for the worst– an worry or event that has actually escalated to crisis prosections
7 Strategic Phase An problem that has actually come to be an emerging conflict is figured out as needing concerted action by the PR expert. Three broad tactics take place in this phase: Risk interaction Conflict-placing Crisis administration
8 Strategy Phase Three Strategies: Risk communication—dangers or hazards to civilization or organizations are conveyed to forestall personal injury, wellness difficulties, and also ecological damage Conflict-positioning—strategies to favorably place the organization in anticipation of actions such as litigation/lawsuits, boycott, adverse regulation, elections, or comparable occasions that will play out in the “court of public opinion.” Dilemma management—a plan of action for taking care of worst instance scenario crisis instances
9 Reenergetic Phase This is once an worry or dispute has actually got to an essential level of affect on the organization Now PR specialists have to react to events in the exterior communication atmosphere as they unfold.
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10 Reenergetic Phase Strategies have the right to include: Dilemma communications—implement your crisis interaction plan Conflict resolution—approaches supplied to bring a heated dispute, such as collapsed salary negotiations, to a favorable resolution (PR people employing methods to help negotiation or arbitration initiatives to solve problem, for example) Litigation public relations—employs communication tactics and also publicity initiatives in assistance of legal actions or trial
11 Recoexceptionally Phase In the aftermath of a crisis or a high profile, heated dispute via a public, the organization need to employ tactics either to bolster or repair its reputation in the eyes of essential publics. Two ways: Reputation monitoring and also image restoration
12 Recoincredibly Phase: Two Approaches Reputation management—contains methodical research study to learn the state of the organization’s reputation and then taking measures to improve it Image restoration—methods to help a company’s or organization’s reputation that has actually been damaged by the bad administration of concerns or controversies, or callous responses to a crisis
13 How to Communicate in the time of a Situation Put the public initially Take obligation Be hocolony Never before say “No comment” Designate a single spokesperkid Set up a central indevelopment center Provide a constant circulation of information Be acquainted with media needs and also deadlines Be accessible Monitor news coverage Communicate via crucial publics (from web page 263)
14 How establishments respond to crises: Attack the accuser- challenge, difficulty, thrconsumed Denial- tbelow is no crisis! Excuse- minimize responsibility; no control/harmful intent Justification- minimize crisis- no major damage/injury Ingratiation- take actions to appease publics associated Corrective action- actions taken to repair damage; prevent from happening aobtain Full apology- take complete duty, ask forgiveness (from web page 264)
15 Situation Management Examples Intel’s Pentium Chip Problems Exxon Valdez Oil Spill in Alaska Pepsi’s Syringe Hoax Dilemma Wendy’s “Fickle Finger of Fate” (pperiods 265-7) Bottled Water Industry Reacts (page 259) Wal-Mart’s Shrimp Dilemma (web page 248) Home Depot Staging Community Support? (web page 258) China Tries to Counter Criticisms (page 270)