Download Strategic Communication in Crisis Management: Lessons from by Sally Ray PDF

By Sally Ray

Speaking effectively is essential if a firm is to outlive and get over a quandary. targeting the airline and a few of the latest headline-making mess ups, Dr. Ray seems at organizational crises, the communications suggestions hired through companies while responding to crises, and the standards that effect the effectiveness of this strategic verbal exchange. She continues that our realizing of main issue and the results for strategic trouble communications in all industries may be in response to legitimate assumptions. First, crises could be considered when it comes to levels. moment, they're most sensible understood from a method standpoint. this is often really vital after we observe that how stakeholders see crises and the way expert communicators see them might be totally assorted, and that their viewpoints will fluctuate at quite a few difficulty levels. Dr. Ray starts with an advent that studies the U.S. airline industry's safeguard process, via a bankruptcy on organizational crises and obstacle communications. the rest chapters are divided into sections reflecting Dr. Ray's simplified version of situation phases: pre-crisis, trouble, and post-crisis. the following she explores stipulations which bring about significant aviation failures and different crises, contingency making plans, drawback administration, drawback conversation, and post-crisis research via the nationwide Transportation safeguard Board. Seven chapters supply case stories of significant airline mess ups, analyzed in keeping with her three-stage version, and an illuminating of the main matters linked to airline failures. The instances additionally learn, examine, and assessment conversation suggestions utilized by airways whilst responding to those concerns and provides readers vital classes to examine, which she synthesizes in a end. company communications experts in any respect degrees, within the private and non-private sectors either, in addition to executives with different administration obligations will locate Dr. Ray's e-book informative, necessary, and engaging analyzing.

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Extra resources for Strategic Communication in Crisis Management: Lessons from the Airline Industry

Sample text

Most agree a contingency plan should function as a 48 Pre-Crisis Stage guideline; therefore it should not be too rigid or heavily detailed (Pinsdorf, 1987; Newsom, Turk,& Kruckeberg, 1996). Crisis team members shouldbe able to easily recall the steps of a plan; and because situations vary, contingency plans should remain flexible. An effective plan should also identify guidelines on how to actually manage the crisis. In other words, it should clearly state the organization’s crisis policy or philosophy.

A potentially unsafe culture is characterized by management’s antagonistic or indifferent views and actions toward employees in safety-sensitive jobs, organizational practices which deviate from industry standards, and inappropriate values and attitudes which create unsafe situations (Hall, 1997). Knowing when an organization has a “good” safety culture is often difficult. While an accident represents a major failure of the organization’s safety system, the absenceof an accident does not necessarily imply the system is safe.

Pinsdorf, M. K. (1991). Flying differentskies: How cultures respond to airline disasters. Public Relations Review, 17, 37-56. Quarantelli, E. L. (1988). Disaster crisis management: A summary of research findings. Journal of Management Studies, 25, 373-385. Ramee, J. (1987, February). Managinga crisis. Management Solutions, 3 2 , 2 5 2 9 . Ressler, J. A. (1982). Public Relations Quarterly, 3, 8-10. Schuetz, J. (1990). Corporate advocacyas argumentation. In R. Trapp andJ. ), Perspectives on argumentation: Essays in honor of Wayne Brockriede (pp.

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