conflict management issues, risks, crises and opportunities
TRANSCRIPT
Conflict management
Issues, Risks, Crises and Opportunities
Strategic Conflict Management
Conflict is often central to our lives.
Many times public relations entails influencing the course of a conflict to the benefit of an organization and its constituents.
Many times PR professionals must make tough calls and advocate on behalf of their organization -- their employer -- their client.
Proactive Phase
PR professionals can be proactive in preventing a conflict from arising or from getting out of hand.
Environmental scanning: monitoring the landscape
Issues Management/Issues Tracking
Strategic Phase
PR professionals enter the strategic phase when an emerging conflict is identified as needing action.
Risk Communication:
Conflict Positioning:
Crisis Management:
Reactive Phase
Once the issue or conflict becomes critical to the organization, the PR professional reacts to events in external communications.Crisis communications Conflict resolutionLitigation public relations
Recovery Phase
Reputation Management
Image Restoration
Issues Management
• Issue Identification
• Issue Analysis
• Strategy options
• Action Plan
• Evaluation
How to Communicate During a Crisis
• Put the public first
• Take responsibility
• Be honest
• Never say “no comment”
• Designate a single spokesperson
• Set up central information center
• Provide constant flow of communication
Communication
• Be familiar with the media and its needs
• Be accessible
• Monitor news coverage and telephone inquiries
• Communication with key publics