COM/BUS 115 Chapter 10 – Flashcards
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Conflict Management: The ___ phase includes activities and thought processes that can prevent a conflict from arising or getting out of hand.
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Proactive
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What stage of the conflict management lifecycle occurs when the crisis actually begins?
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Reactive
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Proactive phase, strategic phase, reactive phase, and the recovery phase are all part of the ____.
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Conflict management life cycle
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Muscular public relations is primarily associated with
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Fair play and competition.
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What are two types of crisis situations?
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Violent and nonviolent
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Which of the following is NOT part of evading responsibility in image restoration?
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Shift the blame
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According to Professor Martha Lauzen, effective issues management requires:
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Active sense-making strategies.
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The issues management process includes which of the following steps?
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Strategy options
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Minimizing a crisis with a statement that there is "no serious damage or injuries" is known as which type of strategy?
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Justification
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Actions taken to appease publics involved, such as free coupons or charitable donations, are referred to as
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Ingratiation.
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Which is NOT a strategy (from Benoit) for image restoration?
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Caution
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What is the order in the conflict management life cycle?
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Proactive, Strategic, Reactive, Recovery
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Litigation PR usually occurs at what stage in the conflict management life cycle?
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Reactive
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Which of the following is part of the proactive phase of conflict management?
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Environmental scanning
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Reputation is defined as:
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The collective reputation of past performance
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This image restoration strategy distinguishes an act from similar, but more offensive, acts.
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Differentiation
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Thirty-nine percent of business crises are
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Unexpected.
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Which of the following is a way to reduce offensiveness in a conflict?
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Compensation
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____ is not a phase in conflict management.
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Aggression
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To respond to a crisis, integration:
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Means that actions are taken to appease the publics involved
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What is an option of how to communicate in a crisis?
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Justification
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This technique should be used when conflict has emerged but is not careening out of control.
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Conflict resolution
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Bolstering and reparation are synonymous with which phase of the conflict management life cycle?
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Recovery
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The notion of conflict management depends on many factors (requiring adaptation or change) when assessing a threat is known as
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Contingency theory.
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The daily clipping of news stories best describes the notion of
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Issues tracking.
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How an organization responds in the first ____hour(s) often determines whether or not the situation remains an incident or becomes a crisis
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24
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The image restoration strategy that an organization chooses:
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Depends a great deal on the situation
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A recent study found three "top triggers" for a crisis situation; which is NOT one of these triggers?
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Unscrupulous media
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What is the definition of reputation?
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Collective representation of an organizations past performance
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Oftentimes, apologizing after a crisis isn't effective because of the
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Hypocrisy factor.
