COM 259 CHP 3 – Flashcards

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