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Public Relations: Chapter 10
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Side A ------ Side B PR must develop communication strategies and processes to influence the course of conflicts how? ------ to the benefits of the organizationto the benefit of the organization's constituents what is the use of pr to influence the course of a conflict, and ultimately a crisis? ------ strategic conflict management what are the key components of strategic conflict management? ------ - strategic- achieving- management- planned action- competition- striving- conflict- sharp opposition What occurs when two or more groups of an organization vie for the same resources? ------ compeition what occurs when two groups direct their efforts against each other? ------ conflict the most competition lies where? ------ b/w competition for profit, rather than nonprofit competition- eye on...conflict- eye on... ------ the prizethe opposition Proffesional practice and competition/conflict:your organizations behavior must be? ------ honorable/defensible Proffesional practice and competition/conflict:your organization must be? ------ ethical Proffesional practice and competition/conflict:your organizations mission must be? ------ worthy Proffesional practice and competition/conflict: your advocacy of the organization has? ------ integrity Your organization works at creating? ------ mutual benefit a pr professional will need to look where before dealing w/competition or conflict campaigns? ------ needs of organization and managing those conflicts dealing with issues early on equals? ------ more efficentmorally correct stance-driven approach? ------ - determine stance of the organization- stance determines strategy stance-driven approach is based on what informal, unstated approach? ------ "it depends" threat appraisal model? ------ situational demands and organizational resource Threat appraisal model: which deals with required efforts, danger, and uncertainty? ------ situational demands Threat appraisal model: which deals with knowledge, time, finance, and management? ------ organizational resource Two other important approaches to conflict, aside from "it depends." ------ 1- many factors determine stance2- stance can change with events these two principles form the basis for what model? ------ contigency theory Explain this model? ------ five external variables and six internal external? ------ 1- external threats2 industry specific environment3 general political/social environment4 external public characteristics5 the issue under consideration Internal? ------ 1 general corporate/organizational2 characteristics of th pr department3 top management characteristics4 internal threats5 personality characteristics of internal, involved persons6 relationship characteristics Most practitioners report the major influence on public relations professionals? ------ individual level variable What plays a major role in formulating proper strategy for dealing with a conflict or issue? ------ expertise and experience of the pr professionaldominant coalition Two ends of the continuum model? ------ - pure advocacy- pure accomidation hard-nosed stance of completely disagreeing or refuting the arguments, claims, or threats of a competitor or group? ------ pure advocacy organization agreeing with its critics, changes its policies, makes restitution, and even makes a full public apology for its actions? ------ pure accomidation Which model has four stages, events typically move from left to right, and then start again after they have reached the end? ------ conflict management life cycle What four phases are there? ------ proactivestrategicreactiverecovery The proactive phase includes what? ------ activities and thought processes that can prevent a conflict from arising:environmental scanningissues trackingissue managementcrisis plan development the constant reading listening, and watching of current affairs with an eye to the organization's interests? ------ environmental scanning Systematic process- daily clippings for example ------ issue tracking organization making behavioral changes or creating strategic plan in ways that address the emerging issue ------ issues management a first step in preparing for the worst? ------ crisis plan Strategic phase includes? ------ - conflict is identifiedrisk communicationconflict-positioningmanagement plan dangers or threats to people being conveyed to forestall personal injury, health problems, and environmental damage. ------ risk communication risk communication occurs for how long? ------ so long as the risk exists or until the risk escalates into crisis strategies that enable the organization to position itself favorably in anticipation of actions such as litigation, boycott, adverse legislation, elections, or similar events ------ conflict-positioning a specific ____ is developed to be prepared for the worst outcome? ------ crisis management plan reactive phase? ------ when the conflict reaches a critical place and reaction must happen What is implemented during this type? ------ crisis management plan what else has to happen? ------ meet the needs of publics what are used when conflict has emerged but is not careening out of control? ------ conflict resolution techniques What employs communication strategies and pblicity efforts in support of legal actions or trials? ------ litigation public relation recovery phase? ------ aftermath; bolster or repair:reputation managementimage restoration sysstematic research to learn the state of the organization's reputation and then taking steps to improve it? ------ reputation management what is strategies that provide genuine change by the organization? ------ image restoration A proactive and systematic approach to predict problems, anticipate threats, minizime surprises, resolve issues, and prevent crisis? ------ issues managment What does issue management require? ------ 2 way communicationenvironmental scanningsense-making stratigies What is the basic idea behind issues management? ------ proactive planning five basic steps in the issues managmenet process ------ 1- issue identification2- issue analysis3- strategy options4- the action plan5- the evaluation of results issue identification? ------ trackingestablishing a trend line of coverage issue analysis? ------ assess potential threat of an issue Strategy options? ------ what to do about the emerging issue action plan? ------ communicate the specific policy evaluation? ------ has the strategy worked any verbal or written exchange that attempts to communicate info that positions the organization favorably regarding competition or an anticipated conflict? ------ strategic positioning informing the public of risks? ------ risk communication risk communication can do what? ------ minimize adverse effects on publicsminimize risk to the organization itself Variables effecting public perceptions:risks voluntarily taken tend to be... ------ accepted Variables effecting public perceptions:the more complex a situation, the higher the... ------ perception of risk Variables effecting public perceptions:Familiarity breeds... ------ confidence Variables effecting public perceptions:Perceptions of risk increases when the messages of experts... ------ conflict Suggestions to communicators:Begin contact and dialogue when? ------ early on Suggestions to communicators:actively do what with concerns? ------ solicit and identify Suggestions to communicators:recognize who as a legitimate partner in the process. ------ public Suggestions to communicators:address issues of what? ------ concern, even if they arent directly associated Suggestions to communicators:prepare for? ------ hostility Suggestions to communicators:understand the needs of?provide accurate, timely info, and respond promptly to requests. ------ media Suggestions to communicators:always be what? even when it hurts. ------ honest how an organization responds in the first 24 hours, determines what? ------ whether the situation will remain an incident or become a full blown crisis Top three triggers for a crisis: ------ 1- financial irregularities2- unethical behavior3- executive misconduct major occurence witha potentially negative outcome affecting the organization, company, or industry, as well as its publics, product, services, or good name ------ crisis Communication during a crisis:put who first? ------ the public Communication during a crisis:take what? ------ responsibility Communication during a crisis:be what?don't obscure facts and try to mislead the public ------ honest Communication during a crisis:never say: ------ no comment Communication during a crisis:designate what? ------ a single spokesperson Communication during a crisis:set up what? ------ a central info center Communication during a crisis:provide a constant flow of? ------ information Communication during a crisis:be familiar with? ------ media needs and deadlines Communication during a crisis:be... ------ acessible Communication during a crisis:monitor what? ------ news coverage and telephone inquiries Communication during a crisis:communicate with whom? ------ key publics Crisis Communication Strategies:the party that claims a crisis exists in confronted and its logic and facts are faulted. sometimes a lawsuit is threatened. ------ attack the accuser Crisis Communication Strategies:the organization explains there is no crisis? ------ denial Crisis Communication Strategies:the organization minimizes its responsibility for the crisis? ------ excuse Crisis Communication Strategies:crisis is minimized with a statement that no serious damage or injuries resulted? ------ justification Crisis Communication Strategies:actions are taken to appease the publics involved? ------ ingratiation Crisis Communication Strategies:steps are taken to repair the damage from the crisis and to prevent it from happening again? ------ corrective action Crisis Communication Strategies:organization takes responsibility and asks forgiveness. compensation or aid included ------ full apology there are two different types of strategies: ------ accomodative- ingratiation, corrective, full apologydefensive- attack, denial, excuse Must take what if defensive actions don't clear crisis? ------ accomodative the collective representation of an organization's past performance that describes the firm's ability to deliver valued outcomes to multiple stakeholders; track record of an organization in the public's mind? ------ reputation Three foundations for reputation? ------ 1- economic performance2- social responsiveness3- ability to deliver valuable outcomes to stakeholders Five strategies for image restoration? ------ denialevade repsonsibilityreduce offensivenesscorrective actionmortification Denial? ------ didn't do it, shift the blame evade responsibility? ------ provocationdefeasibility- couldn't avoidaccidentgood intentions reduce offensiveness? ------ bolstering- reputationminimizationdifferentiationtransendenceattack accusercompensation correective action? ------ ensure the prevention or correction mortification? ------ apologize strategy of acknowledging the issue, but making it clear that the situation was an accident or the result of a decision with unintended actions ------ strategy of evading issue most accomodative response? ------ profuse apology
Side A ------ Side B PR must develop communication strategies and processes to influence the course of conflicts how? ------ to the benefits of the organizationto the benefit of the organization's constituents what is the use of pr to influence the course of a conflict, and ultimately a crisis? ------ strategic conflict management what are the key components of strategic conflict management? ------ - strategic- achieving- management- planned action- competition- striving- conflict- sharp opposition What occurs when two or more groups of an organization vie for the same resources? ------ compeition what occurs when two groups direct their efforts against each other? ------ conflict the most competition lies where? ------ b/w competition for profit, rather than nonprofit competition- eye on...conflict- eye on... ------ the prizethe opposition Proffesional practice and competition/conflict:your organizations behavior must be? ------ honorable/defensible Proffesional practice and competition/conflict:your organization must be? ------ ethical Proffesional practice and competition/conflict:your organizations mission must be? ------ worthy Proffesional practice and competition/conflict: your advocacy of the organization has? ------ integrity Your organization works at creating? ------ mutual benefit a pr professional will need to look where before dealing w/competition or conflict campaigns? ------ needs of organization and managing those conflicts dealing with issues early on equals? ------ more efficentmorally correct stance-driven approach? ------ - determine stance of the organization- stance determines strategy stance-driven approach is based on what informal, unstated approach? ------ "it depends" threat appraisal model? ------ situational demands and organizational resource Threat appraisal model: which deals with required efforts, danger, and uncertainty? ------ situational demands Threat appraisal model: which deals with knowledge, time, finance, and management? ------ organizational resource Two other important approaches to conflict, aside from "it depends." ------ 1- many factors determine stance2- stance can change with events these two principles form the basis for what model? ------ contigency theory Explain this model? ------ five external variables and six internal external? ------ 1- external threats2 industry specific environment3 general political/social environment4 external public characteristics5 the issue under consideration Internal? ------ 1 general corporate/organizational2 characteristics of th pr department3 top management characteristics4 internal threats5 personality characteristics of internal, involved persons6 relationship characteristics Most practitioners report the major influence on public relations professionals? ------ individual level variable What plays a major role in formulating proper strategy for dealing with a conflict or issue? ------ expertise and experience of the pr professionaldominant coalition Two ends of the continuum model? ------ - pure advocacy- pure accomidation hard-nosed stance of completely disagreeing or refuting the arguments, claims, or threats of a competitor or group? ------ pure advocacy organization agreeing with its critics, changes its policies, makes restitution, and even makes a full public apology for its actions? ------ pure accomidation Which model has four stages, events typically move from left to right, and then start again after they have reached the end? ------ conflict management life cycle What four phases are there? ------ proactivestrategicreactiverecovery The proactive phase includes what? ------ activities and thought processes that can prevent a conflict from arising:environmental scanningissues trackingissue managementcrisis plan development the constant reading listening, and watching of current affairs with an eye to the organization's interests? ------ environmental scanning Systematic process- daily clippings for example ------ issue tracking organization making behavioral changes or creating strategic plan in ways that address the emerging issue ------ issues management a first step in preparing for the worst? ------ crisis plan Strategic phase includes? ------ - conflict is identifiedrisk communicationconflict-positioningmanagement plan dangers or threats to people being conveyed to forestall personal injury, health problems, and environmental damage. ------ risk communication risk communication occurs for how long? ------ so long as the risk exists or until the risk escalates into crisis strategies that enable the organization to position itself favorably in anticipation of actions such as litigation, boycott, adverse legislation, elections, or similar events ------ conflict-positioning a specific ____ is developed to be prepared for the worst outcome? ------ crisis management plan reactive phase? ------ when the conflict reaches a critical place and reaction must happen What is implemented during this type? ------ crisis management plan what else has to happen? ------ meet the needs of publics what are used when conflict has emerged but is not careening out of control? ------ conflict resolution techniques What employs communication strategies and pblicity efforts in support of legal actions or trials? ------ litigation public relation recovery phase? ------ aftermath; bolster or repair:reputation managementimage restoration sysstematic research to learn the state of the organization's reputation and then taking steps to improve it? ------ reputation management what is strategies that provide genuine change by the organization? ------ image restoration A proactive and systematic approach to predict problems, anticipate threats, minizime surprises, resolve issues, and prevent crisis? ------ issues managment What does issue management require? ------ 2 way communicationenvironmental scanningsense-making stratigies What is the basic idea behind issues management? ------ proactive planning five basic steps in the issues managmenet process ------ 1- issue identification2- issue analysis3- strategy options4- the action plan5- the evaluation of results issue identification? ------ trackingestablishing a trend line of coverage issue analysis? ------ assess potential threat of an issue Strategy options? ------ what to do about the emerging issue action plan? ------ communicate the specific policy evaluation? ------ has the strategy worked any verbal or written exchange that attempts to communicate info that positions the organization favorably regarding competition or an anticipated conflict? ------ strategic positioning informing the public of risks? ------ risk communication risk communication can do what? ------ minimize adverse effects on publicsminimize risk to the organization itself Variables effecting public perceptions:risks voluntarily taken tend to be... ------ accepted Variables effecting public perceptions:the more complex a situation, the higher the... ------ perception of risk Variables effecting public perceptions:Familiarity breeds... ------ confidence Variables effecting public perceptions:Perceptions of risk increases when the messages of experts... ------ conflict Suggestions to communicators:Begin contact and dialogue when? ------ early on Suggestions to communicators:actively do what with concerns? ------ solicit and identify Suggestions to communicators:recognize who as a legitimate partner in the process. ------ public Suggestions to communicators:address issues of what? ------ concern, even if they arent directly associated Suggestions to communicators:prepare for? ------ hostility Suggestions to communicators:understand the needs of?provide accurate, timely info, and respond promptly to requests. ------ media Suggestions to communicators:always be what? even when it hurts. ------ honest how an organization responds in the first 24 hours, determines what? ------ whether the situation will remain an incident or become a full blown crisis Top three triggers for a crisis: ------ 1- financial irregularities2- unethical behavior3- executive misconduct major occurence witha potentially negative outcome affecting the organization, company, or industry, as well as its publics, product, services, or good name ------ crisis Communication during a crisis:put who first? ------ the public Communication during a crisis:take what? ------ responsibility Communication during a crisis:be what?don't obscure facts and try to mislead the public ------ honest Communication during a crisis:never say: ------ no comment Communication during a crisis:designate what? ------ a single spokesperson Communication during a crisis:set up what? ------ a central info center Communication during a crisis:provide a constant flow of? ------ information Communication during a crisis:be familiar with? ------ media needs and deadlines Communication during a crisis:be... ------ acessible Communication during a crisis:monitor what? ------ news coverage and telephone inquiries Communication during a crisis:communicate with whom? ------ key publics Crisis Communication Strategies:the party that claims a crisis exists in confronted and its logic and facts are faulted. sometimes a lawsuit is threatened. ------ attack the accuser Crisis Communication Strategies:the organization explains there is no crisis? ------ denial Crisis Communication Strategies:the organization minimizes its responsibility for the crisis? ------ excuse Crisis Communication Strategies:crisis is minimized with a statement that no serious damage or injuries resulted? ------ justification Crisis Communication Strategies:actions are taken to appease the publics involved? ------ ingratiation Crisis Communication Strategies:steps are taken to repair the damage from the crisis and to prevent it from happening again? ------ corrective action Crisis Communication Strategies:organization takes responsibility and asks forgiveness. compensation or aid included ------ full apology there are two different types of strategies: ------ accomodative- ingratiation, corrective, full apologydefensive- attack, denial, excuse Must take what if defensive actions don't clear crisis? ------ accomodative the collective representation of an organization's past performance that describes the firm's ability to deliver valued outcomes to multiple stakeholders; track record of an organization in the public's mind? ------ reputation Three foundations for reputation? ------ 1- economic performance2- social responsiveness3- ability to deliver valuable outcomes to stakeholders Five strategies for image restoration? ------ denialevade repsonsibilityreduce offensivenesscorrective actionmortification Denial? ------ didn't do it, shift the blame evade responsibility? ------ provocationdefeasibility- couldn't avoidaccidentgood intentions reduce offensiveness? ------ bolstering- reputationminimizationdifferentiationtransendenceattack accusercompensation correective action? ------ ensure the prevention or correction mortification? ------ apologize strategy of acknowledging the issue, but making it clear that the situation was an accident or the result of a decision with unintended actions ------ strategy of evading issue most accomodative response? ------ profuse apology
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