Managing Conflict in the text book Group Communication

Read this text for a somewhat different perspective on managing conflict in the workplace. The text refines the definition of conflict as something that occurs between interdependent people and must be expressed. While we have looked at the causes of conflict, This text examines the dangers of conflict in four ways. As you read through the text, you will learn about the roles leaders can take, such as motivator, delegator, structuralist, and promoter of constructive deviation.

Crisis Communication Plan

Learning Objective

  1. Understand how to prepare a crisis communication plan.

A rumor that the CEO is ill pulls down the stock price. A plant explosion kills several workers and requires evacuating residents on several surrounding city blocks. Risk management seeks to address these many risks, including prevention as well as liability, but emergency and crisis situations happen nevertheless. In addition, people make errors in judgment that can damage the public perception of a company. The mainstream media has no lack of stories that involve infidelity, addiction, or abuse that, from a company's standpoint, require a clear response. In this chapter we address the basics of a crisis communication plan.

Mallet, Vaught, and Brinch indicate the importance of focusing on key types of information during an emergency including:

  • What is happening?
  • Is anyone in danger?
  • How big is the problem?
  • Who reported the problem?
  • Where is the problem?
  • Has a response started?
  • What resources are on-scene?
  • Who is responding so far?
  • Is everyone's location known?

You will be receiving information from the moment you know a crisis has occurred, but without a framework or communication plan to guide you, valuable information may be ignored or lost. These questions help you quickly focus on the basics of "who, what, and where" in a crisis situation.