Dealing with an angry public: the mutual gains approach to resolving disputes
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York [u.a.]
Free Press
1996
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 276 S. |
| ISBN: | 0684823020 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804129668310237184 |
|---|---|
| adam_text | Contents
Acknowledgments xi
Chapter I. Introduction 1
A New Way of Interacting with the Public 2
Why We All Should Be Concerned About Angry Publics 2
The Public Is Not Easily Appeased 5
The Typical Approach to Public Relations Does Not Work 8
A Different Approach Is Needed 12
Chapter II. Why Is the Public Angry? 15
What Is Anger? 15
Why Are People Angry? 16
Rational and Irrational Anger 17
Typical Responses to an Angry Public 20
Dealing with an Angry Public: The Conventional Wisdom 35
Chapter III. The Mutual Gains Approach 37
The Mutual Gains Approach: Six Principles 37
vi Contents
The Old Plastics Factory 42
Background 42
Applying for a Waiver 43
Further Study 46
The Public Presentation 49
A Disaster Threatens 51
The Fallout 56
Chapter IV. Accidents Will Happen 60
Three Mile Island: To Tell or Not to Tell 61
The First Day: March 28, 1979 62
The Second Day: March 29, 1979 68
The Third Day: March 30, 1979 71
The Final Days: March 31 and April 1, 1979 75
Telling the Truth: The Mutual Gains Approach 76
The Advantages of Disclosure Outweigh the Disadvantages 77
Act in a Trustworthy Fashion 79
Select a Capable Spokesperson 82
Enlist Support on the Outside 84
Government and Business Should, Can, and Do Cooperate 85
The Exxon Valdez; When Paying Out Doesn t Pay Off 87
Cleaning Up 88
A Modest Proposal 90
Exxon s Response 90
Mitigation Efforts 91
Compensation for Damages 92
The Aftermath 95
Contents vii
Doing It Differently: The Mutual Gains Approach 97
The Company s Failure to Accept Responsibility 97
The Company s Failure to Establish Clear Lines
of Communication 98
The Company s Failure to First Mitigate, Then Compensate (and
Ultimately Leave People Better Off) 101
The Company s Failure to Convene an Effective Problem Solving
Forum 104
Conclusion 106
Chapter V. Risky Business 108
What Is Risk? 108
Assessing Risk 110
Perceiving Risk 112
Communicating Risk 115
Risky Business 117
The Breast Implant Controversy 118
The Story Unfolds 118
The Story Is Retold 121
What Should the Company Do? 121
Implant Rupture 122
Drawing Conclusions in the Face of Uncertainty 123
Knowing Your Product and Presenting It Truthfully: The Mutual
Gains Approach 124
Set Clear Performance Standards 125
Minimize the Risk, Not die Concerns of Others 126
Make Commitments You Can Keep 129
Seek to Know, Not to Hide 130
viii Contents
Engage Stakeholders in Making Risky Decisions 141
Make Contingent Commitments 148
Chapter VI. When Values Collide 152
What Are Values? 154
Why Are Value Conflicts So Difficult to Resolve? 155
A Model for Deescalating Intractable Conflicts 158
Hydro Quebec and the Cree: Clashing Cultures 160
Hydro Quebec s Response to the Cree 162
Talking With, Not At, the Other:
The Mutual Gains Approach 164
Seek Common Principles—Despite Seemingly
Stark Differences 164
Consider That You Might Be Wrong 166
Consider Substantial Community Improvement Through a
Fair Process, Not Compensation Only for the Few 169
Ignoring the Principles of the Mutual Gains Approach Intensifies
Cultural Conflict 176
Animal Rights 177
Listening Whether You Agree or Not:
The Mutual Gains Approach 178
Examine History to Better Understand Today 178
Seek Reason Amid Emotion,
Not Reason at the Expense of Emotion 181
Recognize Diversity on the Other Side 184
Beware the Pitfalls of Rights Talk 187
Seek Forums for Dialogue 190
Contents ix
Chapter VII. The Media 198
The Conventional Wisdom of Media Relations 199
The Media as Adversary 200
The Media as a Tool 201
The Media Can Be Controlled 201
Media Policy by Default 203
The Mutual Gains Approach to
Dealing with the Media 204
Take into Account the Interests of the Media 204
Tell the Media What You Know and Don t Know 205
Make Available People with Authority
Who Can Share Their Views Openly 208
Work to Convince Media They Have an Educative Role 210
Use a Neutral to Speak in a Single Voice 213
In a Consensus Building Process, Establish Ground Rules to Guide
Media Interactions 214
Use Additional Means of Communication 216
Set an Example for the Media to Follow 218
Summary 221
Chapter VIII. Principled Leadership 222
Doing the Right Thing 223
Integrity, Honesty, and Trust 225
How to Inspire Trust 227
Sharing, Listening, and Learning 229
What Leaders Value 232
Leadership and Institutions 232
x Contents
Concluding Remarks 238
Notes 239
Bibliography 258
Index 269
|
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| spelling | Susskind, Lawrence Verfasser aut Dealing with an angry public the mutual gains approach to resolving disputes Lawrence Susskind ; Patrick Field New York [u.a.] Free Press 1996 XII, 276 S. txt rdacontent n rdamedia nc rdacarrier Corporate image gtt Entreprises - Image - États-Unis Entreprises - Relations publiques - États-Unis Gestion par problèmes - États-Unis Public relations gtt Corporate image United States Corporations Public relations United States Issues management United States Problemlösen (DE-588)4076358-4 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf USA USA (DE-588)4078704-7 gnd rswk-swf USA (DE-588)4078704-7 g Krisenmanagement (DE-588)4127374-6 s DE-604 Problemlösen (DE-588)4076358-4 s Field, Patrick Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010083243&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Susskind, Lawrence Field, Patrick Dealing with an angry public the mutual gains approach to resolving disputes Corporate image gtt Entreprises - Image - États-Unis Entreprises - Relations publiques - États-Unis Gestion par problèmes - États-Unis Public relations gtt Corporate image United States Corporations Public relations United States Issues management United States Problemlösen (DE-588)4076358-4 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| subject_GND | (DE-588)4076358-4 (DE-588)4127374-6 (DE-588)4078704-7 |
| title | Dealing with an angry public the mutual gains approach to resolving disputes |
| title_auth | Dealing with an angry public the mutual gains approach to resolving disputes |
| title_exact_search | Dealing with an angry public the mutual gains approach to resolving disputes |
| title_full | Dealing with an angry public the mutual gains approach to resolving disputes Lawrence Susskind ; Patrick Field |
| title_fullStr | Dealing with an angry public the mutual gains approach to resolving disputes Lawrence Susskind ; Patrick Field |
| title_full_unstemmed | Dealing with an angry public the mutual gains approach to resolving disputes Lawrence Susskind ; Patrick Field |
| title_short | Dealing with an angry public |
| title_sort | dealing with an angry public the mutual gains approach to resolving disputes |
| title_sub | the mutual gains approach to resolving disputes |
| topic | Corporate image gtt Entreprises - Image - États-Unis Entreprises - Relations publiques - États-Unis Gestion par problèmes - États-Unis Public relations gtt Corporate image United States Corporations Public relations United States Issues management United States Problemlösen (DE-588)4076358-4 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| topic_facet | Corporate image Entreprises - Image - États-Unis Entreprises - Relations publiques - États-Unis Gestion par problèmes - États-Unis Public relations Corporate image United States Corporations Public relations United States Issues management United States Problemlösen Krisenmanagement USA |
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