PUR3000 UF Exam 3 with Complete
Solutions
Strategic Conflict Management - ANS-develop communication strategies to benefit the
organization and influence the course of conflicts
Phases of Strategic Conflict Management - ANS-Proactive Phase
Strategic Phase
Reactive Phase
Recovery Phase
Proactive Phase - ANS-Environmental Scanning
Issues Management
Environmental Scanning - ANS-constant reading, listening, and watching of current
affairs with an eye to the organization's interests
Strategic Phase - ANS-Risk Communication
Conflict-Positioning
Conflict-Positioning - ANS-strategies enable the organization to position itself favorably
in anticipation of actions such as litigation, boycott, adverse legislation, elections, or
similar event that will play out in "the court of the public opinion"
Reactive Phase - ANS-Crisis Communication
Conflict Resolution
Crisis Communication - ANS-include the implementation of the crisis management plan
as well as the 24/7 efforts to meet the needs of the publics such as disaster victims,
employees, government officials, and the media
Conflict Resolution - ANS-the ultimate goal in conflict resolution is to build mutually
beneficial relationships so that the parties involved can reach a resolution that meets
individual and shared needs
Recovery Phase - ANS-Reputation Management
Image Restoration
Issues Management definition - ANS-organized activity of identifying emerging trends,
concerns, or issues likely to affect an organization in the next few years and developing
a wider and more positive range of organizational responses toward the future
, Issues Management founder and what year - ANS-Howard Chase in 1977. born in the
era of business reform
Issues Management is a proactive and systemic approach to: - ANS-Predict Problems
Anticipate threats
Minimize Surprises
resolve issues
Prevent Crises
Issues Management 5 basic steps: Who identified them - ANS-Chase and Jones;
1. Issues identification
2. Issue analysis
3. Strategy options
- set higher standards
- work with human rights groups
to monitor possible violations
- establish a new policy
4. Action Plan
5. Evaluation
Risk Communication - ANS-verbal or written exchange to communicate information
regarding risk to communicate information regarding risk to public health, safety and
environment
Concepts of Risk Management - ANS--Risks voluntarily taken tend to be accepted
better (e.g., smokers)
-More control individuals have, less perceived risk
-More complex situation, higher perceived risk
-Familiarity breeds confidence
-When experts disagree, perceived risk increases
-Severity of consequences affects perceived risk
Approaches to Communicating About Risks - ANS--Understand public's concern
-Simplify and clarify technical messages -Meet public on its turf
-Develop ongoing dialogue
-Be inclusive
-Power-share
Crisis definition - ANS-An unplanned event that is a major threat that can have a
negative effect on the organization, industry, or stakeholders if handled improperly
Crisis Statistics - ANS-Only 14% unpredictable!
78% caused by mis-management
50% don't have a plan
Solutions
Strategic Conflict Management - ANS-develop communication strategies to benefit the
organization and influence the course of conflicts
Phases of Strategic Conflict Management - ANS-Proactive Phase
Strategic Phase
Reactive Phase
Recovery Phase
Proactive Phase - ANS-Environmental Scanning
Issues Management
Environmental Scanning - ANS-constant reading, listening, and watching of current
affairs with an eye to the organization's interests
Strategic Phase - ANS-Risk Communication
Conflict-Positioning
Conflict-Positioning - ANS-strategies enable the organization to position itself favorably
in anticipation of actions such as litigation, boycott, adverse legislation, elections, or
similar event that will play out in "the court of the public opinion"
Reactive Phase - ANS-Crisis Communication
Conflict Resolution
Crisis Communication - ANS-include the implementation of the crisis management plan
as well as the 24/7 efforts to meet the needs of the publics such as disaster victims,
employees, government officials, and the media
Conflict Resolution - ANS-the ultimate goal in conflict resolution is to build mutually
beneficial relationships so that the parties involved can reach a resolution that meets
individual and shared needs
Recovery Phase - ANS-Reputation Management
Image Restoration
Issues Management definition - ANS-organized activity of identifying emerging trends,
concerns, or issues likely to affect an organization in the next few years and developing
a wider and more positive range of organizational responses toward the future
, Issues Management founder and what year - ANS-Howard Chase in 1977. born in the
era of business reform
Issues Management is a proactive and systemic approach to: - ANS-Predict Problems
Anticipate threats
Minimize Surprises
resolve issues
Prevent Crises
Issues Management 5 basic steps: Who identified them - ANS-Chase and Jones;
1. Issues identification
2. Issue analysis
3. Strategy options
- set higher standards
- work with human rights groups
to monitor possible violations
- establish a new policy
4. Action Plan
5. Evaluation
Risk Communication - ANS-verbal or written exchange to communicate information
regarding risk to communicate information regarding risk to public health, safety and
environment
Concepts of Risk Management - ANS--Risks voluntarily taken tend to be accepted
better (e.g., smokers)
-More control individuals have, less perceived risk
-More complex situation, higher perceived risk
-Familiarity breeds confidence
-When experts disagree, perceived risk increases
-Severity of consequences affects perceived risk
Approaches to Communicating About Risks - ANS--Understand public's concern
-Simplify and clarify technical messages -Meet public on its turf
-Develop ongoing dialogue
-Be inclusive
-Power-share
Crisis definition - ANS-An unplanned event that is a major threat that can have a
negative effect on the organization, industry, or stakeholders if handled improperly
Crisis Statistics - ANS-Only 14% unpredictable!
78% caused by mis-management
50% don't have a plan
