MGTA35H3 Study Guide - Midterm Guide: Crisis Communication, Social Proof, Hasty Generalization
Document Summary
6 steps to handle crisis communication identifying a crisis, developing a crisis communication plan, selecting appropriate crisis communication media, making use of symbolic communication,maintain executive visibility,announce the end of a crisis. 6 steps to solve crisis forming a crisis team and precrisis planning communication responses to organization crisis, effectively employing crisis communication strategies,target audience and strategies, structure the organizational image brie ng. 3 steps approach to emergency response (midterm) initial event action prescription,uncertainty reduction and reassurance),maintenance,resolution and evaluation(update resolution,complete understanding of causes of the crisis) (3goals) )categories messages denial (simple denial, shift the blame) evade responsibility (provocation,defeasibility,accident,good intentions) reduce offensiveness (bolstering,minimization,differentiation,transcendence,attack the accuser,compensation) corrective action (restoration, prevention) (morti cation) Chap17 public speaking for college and careers gregory hamilton. Know your audience,build credibility,provide evidence, using sound reasoning,appealing to motivation,arousing emotion. Unaware of the issue,aware of the issue but opposed to your view,aware of the issue but apathetic,informed and interested but neutral on your view,convinced of your view,ready to take action.
