Public Relations: Chapter 10

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Public Relations


 
  
Created Mar 3, 2010
by
kayschab

 

 
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  Side A   Side B
1
PR must develop communication strategies and processes to influence the course of conflicts...
 
to the benefits of the organizationto the benefit of the organization's constituents
2
what is the use of pr to influence the course of a conflict, and ultimately a crisis?
 
strategic conflict management
3
what are the key components of strategic conflict management?
 
- strategic- achieving- management- planned action- competition- striving- conflict- sharp...
4
What occurs when two or more groups of an organization vie for the same resources?
 
compeition
5
what occurs when two groups direct their efforts against each other?
 
conflict
6
the most competition lies where?
 
b/w competition for profit, rather than nonprofit
7
competition- eye on...conflict- eye on...
 
the prizethe opposition
8
Proffesional practice and competition/conflict:your organizations behavior must be?
 
honorable/defensible
9
Proffesional practice and competition/conflict:your organization must be?
 
ethical
10
Proffesional practice and competition/conflict:your organizations mission must be?
 
worthy
11
Proffesional practice and competition/conflict: your advocacy of the organization has?
 
integrity
12
Your organization works at creating?
 
mutual benefit
13
a pr professional will need to look where before dealing w/competition or conflict campaigns?
 
needs of organization and managing those conflicts
14
dealing with issues early on equals?
 
more efficentmorally correct
15
stance-driven approach?
 
- determine stance of the organization- stance determines strategy
16
stance-driven approach is based on what informal, unstated approach?
 
"it depends"
17
threat appraisal model?
 
situational demands and organizational resource
18
Threat appraisal model: which deals with required efforts, danger, and uncertainty?
 
situational demands
19
Threat appraisal model: which deals with knowledge, time, finance, and management?
 
organizational resource
20
Two other important approaches to conflict, aside from "it depends."
 
1- many factors determine stance2- stance can change with events
21
these two principles form the basis for what model?
 
contigency theory
22
Explain this model?
 
five external variables and six internal
23
external?
 
1- external threats2 industry specific environment3 general political/social environment4 external...
24
Internal?
 
1 general corporate/organizational2 characteristics of th pr department3 top management characteristics4...
25
Most practitioners report the major influence on public relations professionals?
 
individual level variable
26
What plays a major role in formulating proper strategy for dealing with a conflict or issue?
 
expertise and experience of the pr professionaldominant coalition
27
Two ends of the continuum model?
 
- pure advocacy- pure accomidation
28
hard-nosed stance of completely disagreeing or refuting the arguments, claims, or threats of...
 
pure advocacy
29
organization agreeing with its critics, changes its policies, makes restitution, and even makes...
 
pure accomidation
30
Which model has four stages, events typically move from left to right, and then start again...
 
conflict management life cycle
31
What four phases are there?
 
proactivestrategicreactiverecovery
32
The proactive phase includes what?
 
activities and thought processes that can prevent a conflict from arising:environmental scanningissues...
33
the constant reading listening, and watching of current affairs with an eye to the organization's...
 
environmental scanning
34
Systematic process- daily clippings for example
 
issue tracking
35
organization making behavioral changes or creating strategic plan in ways that address the...
 
issues management
36
a first step in preparing for the worst?
 
crisis plan
37
Strategic phase includes?
 
- conflict is identifiedrisk communicationconflict-positioningmanagement plan
38
dangers or threats to people being conveyed to forestall personal injury, health problems,...
 
risk communication
39
risk communication occurs for how long?
 
so long as the risk exists or until the risk escalates into crisis
40
strategies that enable the organization to position itself favorably in anticipation of actions...
 
conflict-positioning
41
a specific ____ is developed to be prepared for the worst outcome?
 
crisis management plan
42
reactive phase?
 
when the conflict reaches a critical place and reaction must happen
43
What is implemented during this type?
 
crisis management plan
44
what else has to happen?
 
meet the needs of publics
45
what are used when conflict has emerged but is not careening out of control?
 
conflict resolution techniques
46
What employs communication strategies and pblicity efforts in support of legal actions or trials?
 
litigation public relation
47
recovery phase?
 
aftermath; bolster or repair:reputation managementimage restoration
48
sysstematic research to learn the state of the organization's reputation and then taking steps...
 
reputation management
49
what is strategies that provide genuine change by the organization?
 
image restoration
50
A proactive and systematic approach to predict problems, anticipate threats, minizime surprises,...
 
issues managment
51
What does issue management require?
 
2 way communicationenvironmental scanningsense-making stratigies
52
What is the basic idea behind issues management?
 
proactive planning
53
five basic steps in the issues managmenet process
 
1- issue identification2- issue analysis3- strategy options4- the action plan5- the evaluation...
54
issue identification?
 
trackingestablishing a trend line of coverage
55
issue analysis?
 
assess potential threat of an issue
56
Strategy options?
 
what to do about the emerging issue
57
action plan?
 
communicate the specific policy
58
evaluation?
 
has the strategy worked
59
any verbal or written exchange that attempts to communicate info that positions the organization...
 
strategic positioning
60
informing the public of risks?
 
risk communication
61
risk communication can do what?
 
minimize adverse effects on publicsminimize risk to the organization itself
62
Variables effecting public perceptions:risks voluntarily taken tend to be...
 
accepted
63
Variables effecting public perceptions:the more complex a situation, the higher the...
 
perception of risk
64
Variables effecting public perceptions:Familiarity breeds...
 
confidence
65
Variables effecting public perceptions:Perceptions of risk increases when the messages of experts...
 
conflict
66
Suggestions to communicators:Begin contact and dialogue when?
 
early on
67
Suggestions to communicators:actively do what with concerns?
 
solicit and identify
68
Suggestions to communicators:recognize who as a legitimate partner in the process. 
 
public
69
Suggestions to communicators:address issues of what?
 
concern, even if they arent directly associated
70
Suggestions to communicators:prepare for?
 
hostility
71
Suggestions to communicators:understand the needs of?provide accurate, timely info, and respond...
 
media
72
Suggestions to communicators:always be what? even when it hurts.
 
honest
73
how an organization responds in the first 24 hours, determines what?
 
whether the situation will remain an incident or become a full blown crisis
74
Top three triggers for a crisis:
 
1- financial irregularities2- unethical behavior3- executive misconduct
75
major occurence witha potentially negative outcome affecting the organization, company, or...
 
crisis
76
Communication during a crisis:put who first?
 
the public
77
Communication during a crisis:take what?
 
responsibility
78
Communication during a crisis:be what?don't obscure facts and try to mislead the public
 
honest
79
Communication during a crisis:never say:
 
no comment
80
Communication during a crisis:designate what?
 
a single spokesperson
81
Communication during a crisis:set up what?
 
a central info center
82
Communication during a crisis:provide a constant flow of?
 
information
83
Communication during a crisis:be familiar with?
 
media needs and deadlines
84
Communication during a crisis:be...
 
acessible
85
Communication during a crisis:monitor what?
 
news coverage and telephone inquiries
86
Communication during a crisis:communicate with whom?
 
key publics
87
Crisis Communication Strategies:the party that claims a crisis exists in confronted and its...
 
attack the accuser
88
Crisis Communication Strategies:the organization explains there is no crisis?
 
denial
89
Crisis Communication Strategies:the organization minimizes its responsibility for the crisis?
 
excuse
90
Crisis Communication Strategies:crisis is minimized with a statement that no serious damage...
 
justification
91
Crisis Communication Strategies:actions are taken to appease the publics involved?
 
ingratiation
92
Crisis Communication Strategies:steps are taken to repair the damage from the crisis and to...
 
corrective action
93
Crisis Communication Strategies:organization takes responsibility and asks forgiveness. compensation...
 
full apology
94
there are two different types of strategies:
 
accomodative- ingratiation, corrective, full apologydefensive- attack, denial, excuse
95
Must take what if defensive actions don't clear crisis?
 
accomodative
96
the collective representation of an organization's past performance that describes the firm's...
 
reputation
97
Three foundations for reputation?
 
1- economic performance2- social responsiveness3- ability to deliver valuable outcomes to stakeholders
98
Five strategies for image restoration?
 
denialevade repsonsibilityreduce offensivenesscorrective actionmortification
99
Denial?
 
didn't do it, shift the blame
100
evade responsibility?
 
provocationdefeasibility- couldn't avoidaccidentgood intentions
101
reduce offensiveness?
 
bolstering- reputationminimizationdifferentiationtransendenceattack accusercompensation
102
correective action?
 
ensure the prevention or correction
103
mortification?
 
apologize
104
strategy of acknowledging the issue, but making it clear that the situation was an accident...
 
strategy of evading issue
105
most accomodative response?
 
profuse apology


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