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

By Sally Ray

ISBN-10: 0585393141

ISBN-13: 9780585393148

ISBN-10: 1567201539

ISBN-13: 9781567201536

Speaking effectively is important if a company is to outlive and get over a main issue. concentrating on the airline and a few of the latest headline-making failures, Dr. Ray seems at organizational crises, the communications techniques hired by way of enterprises while responding to crises, and the criteria that impression the effectiveness of this strategic conversation. She continues that our realizing of challenge and the consequences for strategic main issue communications in all industries might be in accordance with legitimate assumptions. First, crises can be considered when it comes to levels. moment, they're most sensible understood from a approach point of view. this is often quite vital once we become aware of that how stakeholders see crises and the way expert communicators see them will be solely assorted, and that their viewpoints will fluctuate at quite a few main issue phases. Dr. Ray starts with an creation that experiences the U.S. airline industry's safeguard approach, via a bankruptcy on organizational crises and difficulty communications. the remainder chapters are divided into sections reflecting Dr. Ray's simplified version of problem levels: pre-crisis, problem, and post-crisis. the following she explores stipulations which bring about significant aviation failures and different crises, contingency making plans, predicament administration, predicament verbal exchange, and post-crisis research by way of the nationwide Transportation protection Board. Seven chapters offer case experiences of significant airline failures, analyzed based on her three-stage version, and an illuminating of the foremost matters linked to airline failures. The circumstances additionally research, examine, and assessment conversation thoughts utilized by airways whilst responding to those concerns and provides readers very important classes to reflect on, 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 ebook informative, priceless, and engaging studying.

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

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Chute, R. , & Wiener, E, L. (1996). Cockpit-cabin communication:11. The International Journal of Aviation Psychology, 6, 21 1-23 1. Cushing, S. (1994). Fatal words: Communication clashes and aircraft crashes. Chicago: Universityof Chicago Press. (1995, November 1-2). In National Transportation Safety Board Fatigue Symposium Proceedings (pp. 11-15). S. Government Printing Office. Fink, S. (1986). Crisis management: Planningf o r the inevitable. New York:AMACOM. Hall, J. (1995, November 1-2). Opening remarks.

Defects within organizations themselves, threatening factors in an organization’s environment, or a combination of both can cause a crisis. Turner (1976) posits that crisis-provoking events accumulate because internal and/or external factors have been overlookedor misinterpreted as a resultof false assumptions, poor communication, cultural lag, and misplaced optimism. Internal Factors Intraorganizational factors may contribute to an organization’s susceptibility to crisis. Strategic factors which create certain internal pressures on operations, as well as operating policies and procedures that determine safety variables, may precondition organizationsto crisis (Shrivastava, 1987).

Janis, I. L. (1982). Groupthink: Psychological studies of policy decisions andfiascoes. Boston: Houghton-Mifflin. nine crises of business. New Meyers, G. C. When it hits the fan: Managing the York: Mentor. Mitroff, I. (1988). Crisis management: Cutting through the confusion. Sloan Management Review, Winter, 15-20. (1985). Long Range Planning, 18 ( 3 , 3 8 4 3 . , & Kruckeberg, D. (1996). ). Belmont, CA: Wadsworth. Norr, R. (1952, December). Cancerby the carton. Reader’s Digest, 61,7-8. , & Mitroff, I.

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