MGTA35H3 Lecture 8: Notes.15
Document Summary
Resolution and evaluation: inform and persuade ongoing clean-up, facilitate open discussions, promotion capabilities of first responders, evaluate and assess responses and communication lessons learned. Image restoration techniques used: denial- simple or shifting the blame does(cid:374)(cid:859)t (cid:449)o(cid:396)k if (cid:271)la(cid:373)e shifted inside organisation. Evading responsibility- provocation- self-defence, defensibility- the organization lacked information about or control over important factors, accidents-appealing to factors that cannot be controlled, good intentions. Reducing offensiveness- bolstering: relating positive attributes of the organisation or actions it performed in the past that might mitigate the negative consequences of the crisis. Differentiation- distinguished an act performed from other similar, but less desirable actions. Transcendence- places the crisis or actions related to the crisis in a different context that directs attention to higher values. Mortification- admits responsibility for the crisis and asks for forgiveness. Very effective but may avoid in early stages of crisis because of lack of information and legal liability.
