COM 259 CHP 3 – Flashcards
Unlock all answers in this set
Unlock answersquestion
Which of the following factors is NOT associated with strategic conflict management?
answer
Spin
question
What is the first phase of the conflict management life cycle?
answer
Proactive
question
What is the strategy taken in the recovery phase of strategic conflict management?
answer
Repairing relations and public image
question
According to the contingency theory of conflict management, what is the stance of PR?
answer
It depends
question
Which is not a contingency factor that PR professionals must take into account in managing a conflict with its public?
answer
Emotional stance of PR professionals
question
What is NOT one of the 11 groupings of contingency variables?
answer
Nature of the job market
question
What is the basic principle of the contingency theory of conflict management in PR?
answer
A number of factors influence PR practice
question
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?
answer
Compromising
question
Which of the following is a phase in the conflict management life cycle?
answer
Proactive, reactive, strategic, and recovery.
question
The first step in the proactive phase of strategic conflict management is
answer
Environmental scanning
question
What is NOT a phase of strategic conflict management?
answer
Reactive, proactive, strategic, and recovery
question
In issues management, if the company decides the emerging issue is potentially damaging, what is the next step?
answer
Create strategic plan
question
Which is the correct pair/observation with regard to perception and risk?
answer
High complexity/high risk
question
According to Suzanne Zoda, all of the following are recommended in risk communication EXCEPT
answer
Actively hide your concerns
question
____ 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."
answer
Crisis
question
What percentage of business crises are unexpected?
answer
14
question
Which of the following actions is NOT recommended as a way to communicate during a crisis?
answer
Put the organization first
question
What is the most "accommodative" response in an image restoration strategy?
answer
Profuse apology
question
Coombs says all of the following are crisis communication strategies EXCEPT
answer
Avoid the media
question
What does deja vu tell PR professionals about the life cycle of strategic conflict management?
answer
It is ongoing
question
The contingency theory of strategic conflict management considers PR as a continuum process between an organization and its public
answer
TRUE
question
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.
answer
FALSE
question
Risk communication is the first step in the proactive phase of conflict management
answer
FALSE
question
The first step of issues management is the analysis of impact of issues on the organization
answer
FALSE
question
The more complex a situation, the higher perception of risk.
answer
TRUE
question
Ingratiation is a crisis communication strategy whereby the organization acts to appease the public involved
answer
TRUE
question
Pepsi used an accommodative strategy to avoid a massive recall in light of a perceived hoax involving a syringe in a can
answer
FALSE
question
Three foundations of reputation include economic performance, social responsiveness, and the ability to deliver valuable outcomes to stakeholders
answer
TRUE
question
The most accommodative response in image restoration strategies is a profuse apology
answer
TRUE
question
Risk communication attempts to convey information regarding risks to public health and safety and the environment
answer
TRUE
