Ch 3: Managing Competition and Conflict

Ch 3: Managing Competition and Conflict

THINK Public Relations Wilcox/Cameron/Reber/Shin Ch 8: Managing Competition and Conflict (subject to minor editing)

Overview A new way of thinking: Conflict and competition The role of public relations in managing conflict

It depends: Factors that affect conflict management The conflict management life cycle Managing the life cycle of a conflict A New Way of Thinking: Conflict & Competition Public relations can be defined as the strategic management of competition and conflict. Competition

Conflict The Role of Public Relations in Managing Conflict Strategic conflict management Conflict is inherent in public relations process. PR professionals must develop communication strategies to manage the conflict.

What Do You Think? What are some real world examples of conflict management? Is conflict always bad for organizations? Why or why not? It Depends: Factors that Affect Conflict Management Stance-driven approach in managing conflict and competition

External and internal variables Stance Strategy The Threat Appraisal Model

PR professionals monitor for threats, assess those threats, arrive at a desirable stance for the organization, and then begin communications efforts from that stance. Situational demands Resources Contingency Theory Contingency factors

A matrix of factors drive the stance. The contingency continuum The stance is dynamic; It changes as events unfold. The Conflict Management Life Cycle Proactive Phase To prevent a conflict from arising

Environmental scanning Issues tracking Issues management Crisis plan

Strategic Phase Emerging conflict is identified as needing action. Risk communication Conflict positioning strategies Crisis management plan Reactive Phase Must react when conflict reaches a critical level

of impact Crisis communication Conflict resolution techniques Litigation public relations Recovery Phase Strategies employed aftermath to bolster or repair reputation Reputation management

Image restoration strategies Managing the Life Cycle of a Conflict Four systematic processes

Issues management Strategic positioning and risk communication Crisis management Reputation management Issues Management A proactive approach to

Predict problems Anticipate threats Minimize surprises Resolve issues Prevent crises

Copyright 2013 Pearson Education, Inc. All rights reserved. Strategic Positioning and Risk Communication Strategic positioning Communication efforts to position the organization favorably regarding competition and conflict

Risk communication An attempt to communicate risks to the public that impact health, safety, and the environment Crisis Management Smoldering crises A study by the Institute for Crisis Management found that 86% of business crises were smoldering crises.

How various organizations respond to crises Coombs crisis communication strategies

Attack the accuser Denial Excuse Justification Ingratiation Corrective action Full apology

Reputation Management The three foundations of reputation Economic performance Social responsiveness The ability to deliver valuable outcomes to stakeholders Image restoration

Denial Evade responsibility Reduce offensiveness Corrective action Apology

Dj VuAll Over Again Conflict management is like dj vu all over again by starting once again with tasks such as environmental scanning and issues tacking. Limited resources, different value, advocacy and competition are all associated with ________

strategic conflict management _______ is the first phase of the conflict management lifecycle. proactive

What strategy is taken in the recovery phase of strategic management of conflict? repairing relations and public image What are some contingency factors that public relations professionals must take into account in managing a conflict with its public?

external threats, top management characteristics, personality characteristics of public relations professionals, organizational-level variables After carefully assessing a threat, the public relations professional may decide to do what?

Such things as ignore a pressure group Or let an issue die on the vine. As a persuader, which factors are most important to remember when it comes to negotiation?

See the reading What is the basic principle of the contingency theory of conflict management in public relations? A number of factors influence public relations practice.

Managed correctly, the proactive phase of the conflict management life cycle can do what, regarding conflict? prevent a conflict from arising. In dealing with the public in a conflict, public relations professionals should do what?

recognize them as a legitimate partner in the process. In issues management, if the company decides the emerging issue is potentially damaging, what is the next step?

Create a strategic plan _____ are defined as a major occurrence with a potentially negative outcome affecting the organization, company, or industry, as well as its publics, products, services, or good names. Crises Related to the example of the BP oil spill

crisis, what was the biggest shortcoming in the companys social media efforts? BPs social media outreach did not gain enough attention to go viral. What is the most accommodative response in an image restoration

strategy? profuse apology Coombs lists such things as attack the accuser, denial, excuse and justification as ________. crisis

communication strategies Dj vu all over again to public relations professionals in the life cycle of strategic conflict management means essentially that: It is ongoing

Which of the following is True? 1. Risk communication is the first step in the proactive phase of conflict management. 2. The contingency theory of strategic conflict management considers public relations as a continuum process between an organization and its public. 3. In the reactive phase of conflict management, an organization should employ strategies either to bolster or repair its reputation in the eyes of key publics. 4. The first step of issues management is the analysis of issues

after they have become crises. #2 The contingency theory

Recently Viewed Presentations

  • U.S. Army Cadet Command - U.S. Army JROTC

    U.S. Army Cadet Command - U.S. Army JROTC

    Leadership Excellence. This We'll Defend. Leaders for Life. ... Code will populate. Complete remaining fields. Any field with a * is a required field. Enter any additional information in Comment Lines. ... when an item is assigned an Army Management...
  • Active management of veno-occlusive disease (VOD)

    Active management of veno-occlusive disease (VOD)

    Severe combined immunodeficiency disease, Wiskott-Aldrich syndrome, functional T-cell disease Adrenoleukodystrophy, metachromatic leukodystrophy, Hurler syndrome, Hunter's disease References
  • Chapter 8: Deadlocks  System Model  Deadlock Characterization  Methods

    Chapter 8: Deadlocks System Model Deadlock Characterization Methods

    Chapter 8: Deadlocks System Model Deadlock Characterization Methods for Handling Deadlocks Deadlock Prevention Deadlock Avoidance Deadlock Detection
  • Unit SHC 22 Introduction to personal development in

    Unit SHC 22 Introduction to personal development in

    SHC 22Introduction to personal development in children and young people's settings3 credits. 4 areas in this unit: Understand what skills are needed by a practitioner. Think about how they are performing in the work setting and agree a personal development...
  • EDD Open Ended Design - Socorro Independent School District

    EDD Open Ended Design - Socorro Independent School District

    Modify an existing solution to produce better results (Innovation) Combine design features of two or more existing solutions (Innovation) Create a totally unique solution (Invention) Keys to Success. Work like a professional. You will be working closely with a team....
  • Prioritize Properly with Pareto Charts and EZ-Pivot

    Prioritize Properly with Pareto Charts and EZ-Pivot

    Alternatively, Wilson Score and Jeffreys intervals can be selected to provide narrow intervals that match the specified confidence interval on average. Normal approximation methods are also available for students to validate hand calculations. Comparison of Coverage Probability for Exact (Clopper-Pearson)...
  • Diapositive 1 - alain-griot.fr

    Diapositive 1 - alain-griot.fr

    1952 Le trou normand avec Brigitte Bardot. 1952 Le trou normand. 1953. 1954. 1954 Poisson d'avril avec Pierre Dux et Denise Grey. 1954 Poisson d'avril. 1954. ... 1965 Les grandes gueules avec Marie Dubois. 1965 Les grandes gueules avec Lino...
  • Transforming UX with Fluid UI Nick Goupinets Lead

    Transforming UX with Fluid UI Nick Goupinets Lead

    Agile Principles. Continuous attention to technical excellence and good design. Simplicity—the art of maximizing the amount of work not done—is essential