Public Relations Chapter 10

Based virtually on all practitioners sharing an unstated, informal approach to managing conflict and competition "It depends"

1.many factors determine the stance or position of an organization during a conflict 2.public relations stance for dealing with a particular audience or public can change as the events unfold form contingency theory

1.public relations representation in top management 2.organization's experience with the public

Shows the "big picture" of how to manage conflict and the numerous techniques that public relations people use to deal with conflict

1.issues management 2.risk communications 3.crisis management 4.reputation management

Can be managed (or even forestalled) by public relations professionals before they become crises

Any verbal or written exchange that attempts to communicate information that positions the organization favorably in an anticipated conflict

The collective representation of an organization's past performance. it is the track record of an organization in the public mind

1.denial 2.evade responsibility 3.reduce offensiveness 4.corrective action 5.mortification