Throughout life we encounter conflicts, conflicts of all sizes. In business we can encounter conflicts inside and outside of the company, and based upon how it’s handled can be detrimental, and make or break the company’s future success, and reputation. There is a list of a few conflict management components in my Public Relations textbook:
- Strategic-for the purpose of achieving particular objectives.
- Management-planned, deliberate action.
- Competition-striving for the same object, position, prize, as others.
- Conflict-sharp disagreements or opposition resulting in a direct, overt threat of attack from another entity.
There are many procedures, and tactics and things that are set up in place for when a crisis or conflict comes into play. From my textbook I’l provide some ways listed on how to communicate during a crisis. (See below)
- Put the public first.
- Take responsibility. An organization should take responsibility for solving the problem.
- Be honest. Don’t obscure facts and try to mislead the public.
- Never say, “No comment.” A Porter Novelli survey found that nearly two-thirds of the public feel that “no comment” almost always means that the organization is guilty of wrongdoing.
- Designate a single spokesperson.
- Set up a ventral information center.
- Provide a constant flow of information. When information is withheld, the cover up becomes the story.
- Be familiar with media needs and deadlines.
- Be accessible.
- Monitor news coverage and telephone inquiries.
- Communicate with key publics.
Here is a list of a few strategies on responding to crises.
- Attack the accuser. The party that claims a crisis exists is confronted and its logic and facts are faulted. Sometimes a lawsuit is threatened.
- Denial. The organization explains that there is no crisis.
- Excuse. The organization minimizes its responsibility for the crisis.
- Justification. Where crises is minimized.
- Ingratiation. Actions are taken to appease the publics involved.
- Corrective action. Steps are taken to repair the damage.
- Full apology. Organization takes responsibility and asks forgiveness.