Public Relations: Lecture Chapter 10

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Public Relations

Created Apr 1, 2010
by kayschab

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	Side A	Side B
1	x	x
2	What determines strategy?	stance- which is decided by situation
3	What is the driven approach based on virtually all practitioners sharing an unstated, informal...	the stance- "it depends"
4	What are two principles of the contingency theory?	1- many factors determine stance2- stance can change
5	Contingency theory contains what?	5 external and 6 internal variables
6	The conflict management life cycle is what?	proactivestrategicreactive recovery
7	How do we manage the life cycle?	issues managementrisk communicationcrisis managementreputation management
8	What is issues management?	proactive and systematic approach to:1- predict problems2- anticipate threats3- minimize surprises4-...
9	The process of issues management consists of what five steps?	1- issue id2- issue analysis3- strategy options4- action plan5- evaluation of results
10	what is the exchange of info and opinions, and establishment of an effective dialogue, among...	risk communication
11	Risk communication can do what?	- minimize adverse effects on public- minimize effects to organization
12	x	x
13	Risk equals?	hazard plus outrage
14	Hazard?	scientifically determined level of risk
15	Outrage?	public's perceived risk level
16	When do we use risk communication?	when hazard is high and outrage is low
17	What is the process by which an organization deals with a major unpredictable event that threatens...	crisis management
18	Three elements that are common to most definitions of crisis?	1- threat to the organization2- the element of surprise3- a short decision time
19	What is a major occurrence with a potentially negative outcome affecting the organization,...	crisis
20	Management tends to do what?	minimize or deny a crisis
21	There is a crisis if the organizations stakeholders community leaders perceive what?	the situation to be a crisis
22	unless there is a perception of crisis...	there is no crisis
23	x	x
24	Defined as the collective representation of an organizations past performance that describes...	reptation
25	Three foundations of reputation?	1- economic performance2- social reponsiveness3- ability to deliver valuable outcomes to stakeholders
26	What can be used to assess and monitor an organizations repuation?	reputation audits
27	long-term process, and the fourth phase in the conflict management life cycle?	reputation repair and recovery
28	strategies under denial?	simple denialshifting the blame
29	simple denial?	we did not do it
30	Strategies under evading of responsibility?	provocationdefeasibilityaccidentgood intentions
31	provocation?	we were provoked to act
32	defeasibility?	we did not have enough info
33	accident?	we did not mean for this to happen
34	good intentions?	we meant to do the right ting
35	Reducing offensiveness of event strategies?	bolsteringminimizationdifferentiationtranscendenceattack accusercompensation
36	bolstering?	we have done some good things
37	minimization?	the crisis is not that bad
38	differentiation?	others have had worse crises
39	transcendence?	focusing on other issues- framing
40	attack accuser?	accuser is responsible
41	compensation?	we will cover costs
42	corrective action?	we will solve the problem
43	mortification?	we are sorry
44	Our CEO could never have participated in this fraud, he was not even in the country at this...	defeasibility
45	we are sorry for any harm that has occured?	mortification
46	our company is committed to ensuring that this never happens again. We have taken steps to...	corrective action
47	there is no relation with that woman, ms lewinsky?	denial
48	our company has always been socially responsible and served to our community	bolstering
49	we will cover medical bills of those affected by the salmonella infected ice cream	compensation
50	A PR professional must develop communication strategies and procdsses to influence the course...	1- the organization 2- the organization's many constituents
51	Stakeholders?Shareholders?	interest monetary interest
52	What are the components of strategic conflict management?	1- strategic: purpose of achieving2- management: planned, deliberate action3- Competition4-...