Deck 10: Conflict Management: Dealing With Issues,Risks,and Crises

Question 1

Which of the following is a way to reduce offensiveness in a conflict?

A) mortification
B) compensation
C) persuasion
D) denial

Answer 1

B

Question 2

This technique should be used when conflict has emerged but is not careening out of control.

A) damage control
B) recovery
C) conflict resolution
D) conflict positioning

Answer 2

C

Question 3

Muscular public relations is primarily associated with

A) fair play and competition.
B) persistence and passion.
C) strength and steadiness.
D) networking and positioning.

Answer 3

A

Question 4

Minimizing a crisis with a statement that there is "no serious damage or injuries" is known as which type of strategy?

A) denial
B) justification
C) corrective action
D) ingratiation

Question 5

The issues management process includes which of the following steps?

A) reacting to surprises
B) strategy options
C) anticipating threats
D) predicting problems

Question 6

Which is NOT a strategy (from Benoit)for image restoration?

A) mortification
B) caution
C) denial
D) reduce offensiveness

Question 7

Thirty-nine percent of business crises are

A) preventable.
B) unexpected.
C) unknown to media.
D) internal.

Question 8

Oftentimes,apologizing after a crisis isn't effective because of the

A) unforgiving nature of the audience.
B) damage already incurred.
C) media firestorm that ensues.
D) hypocrisy factor.

Question 9

How an organization responds in the first ____hour(s)often determines whether or not the situation remains an incident or becomes a crisis

A) 2
B) 12
C) 24
D) 48

Question 10

The notion of conflict management depends on many factors (requiring adaptation or change)when assessing a threat is known as

A) mainstreaming.
B) self-perception.
C) contingency theory.
D) situational theory.

Question 11

A recent study found three "top triggers" for a crisis situation; which is NOT one of these triggers?

A) unethical behavior
B) executive misconduct
C) unscrupulous media
D) financial irregularities

Question 12

Reputation is defined as:

A) economic performance
B) the collective reputation of past performance
C) delivering valuable outcomes to stakeholders
D) brand equity

Question 13

According to Professor Martha Lauzen,effective issues management requires:

A) damage control.
B) active sense-making strategies.
C) environmental scanning.
D) reactive public relations.

Question 14

Litigation PR usually occurs at what stage in the conflict management life cycle?

A) recovery
B) reactive
C) strategic
D) proactive

Question 15

The daily clipping of news stories best describes the notion of

A) channeling.
B) environmental scanning.
C) issues tracking.
D) reputation management.

Question 16

The image restoration strategy that an organization chooses:

A) is always the one in the crisis plan handbook
B) depends on what top management wants to do
C) depends a great deal on the situation
D) depends on whether or not people were physically injured

Question 17

Which of the following is part of the proactive phase of conflict management?

A) reputation management
B) environmental scanning
C) risk communication
D) conflict resolution

Question 18

Actions taken to appease publics involved,such as free coupons or charitable donations,are referred to as

A) justification.
B) ingratiation.
C) mortification.
D) corrective action.

Question 19

This image restoration strategy distinguishes an act from similar,but more offensive,acts.

A) minimization
B) differentiation
C) justification
D) bolstering

Question 20

Bolstering and reparation are synonymous with which phase of the conflict management life cycle?

A) issues management
B) strategic
C) recovery
D) reactive

Question 21

Product recalls require doing the "right thing."

Question 22

Justification tactics attempt to appease the public involved.

Question 23

Environmental scanning is the first phase of proactive conflict management.

Question 24

The more complex a situation,the higher the perception of risk.

Question 25

Cite a recent example where an organization has used "muscular" public relations.What tactics (they used)buttress your arguments?

Question 26

Image restoration specifically can alleviate problems within reputation management.

Question 27

Give a local or campus-wide example where an ingratiation strategy is necessary,and offer some specific actions to appease those publics.Then,cite an instance (and explain)where that strategy would be seen as "sucking up" and would be construed as counterproductive and/or insulting to a client or key publics.

Question 28

Once a specific policy or stance has been decided on,communication to all interested parties can begin.

Question 29

Setting up a central information center is not necessary during a crisis.

Question 30

Perception of risk increases when the messages of experts conflict.

Question 31

The basic idea behind issues management is reactive planning.