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COM 259 CHP 3

Spin
Which of the following factors is NOT associated with strategic conflict management?
Proactive
What is the first phase of the conflict management life cycle?
Repairing relations and public image
What is the strategy taken in the recovery phase of strategic conflict management?
It depends
According to the contingency theory of conflict management, what is the stance of PR?
Emotional stance of PR professionals
Which is not a contingency factor that PR professionals must take into account in managing a conflict with its public?
Nature of the job market
What is NOT one of the 11 groupings of contingency variables?
A number of factors influence PR practice
What is the basic principle of the contingency theory of conflict management in PR?
Compromising
The contingency continuum from pure advocacy to accommodation forms the foundation for identifying the stance of an organization toward a given public at a given time. What was the stance positioning and response of KFC to PETA’s boycott?
Proactive, reactive, strategic, and recovery.
Which of the following is a phase in the conflict management life cycle?
Environmental scanning
The first step in the proactive phase of strategic conflict management is
Reactive, proactive, strategic, and recovery
What is NOT a phase of strategic conflict management?
Create strategic plan
In issues management, if the company decides the emerging issue is potentially damaging, what is the next step?
High complexity/high risk
Which is the correct pair/observation with regard to perception and risk?
Actively hide your concerns
According to Suzanne Zoda, all of the following are recommended in risk communication EXCEPT
Crisis
____ 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.”
14
What percentage of business crises are unexpected?
Put the organization first
Which of the following actions is NOT recommended as a way to communicate during a crisis?
Profuse apology
What is the most “accommodative” response in an image restoration strategy?
Avoid the media
Coombs says all of the following are crisis communication strategies EXCEPT
It is ongoing
What does deja vu tell PR professionals about the life cycle of strategic conflict management?
TRUE
The contingency theory of strategic conflict management considers PR as a continuum process between an organization and its public
FALSE
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.
FALSE
Risk communication is the first step in the proactive phase of conflict management
FALSE
The first step of issues management is the analysis of impact of issues on the organization
TRUE
The more complex a situation, the higher perception of risk.
TRUE
Ingratiation is a crisis communication strategy whereby the organization acts to appease the public involved
FALSE
Pepsi used an accommodative strategy to avoid a massive recall in light of a perceived hoax involving a syringe in a can
TRUE
Three foundations of reputation include economic performance, social responsiveness, and the ability to deliver valuable outcomes to stakeholders
TRUE
The most accommodative response in image restoration strategies is a profuse apology
TRUE
Risk communication attempts to convey information regarding risks to public health and safety and the environment

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