Reading Notes Ch. 10

  • Kathleen Hearn-Banks says, “A crisis is a major occurence with a potentially negative outcome affecting the organization, company, or industry as well as its publics, products, services, or good name.”
  • Four phases of conflict management are: proactive, strategic, reactive, and recovery.
  • According to a study by Weber Shandwick the top three triggers of a crisis were: financial irregularities, unethical behavior, and executive misconduct.
  • Timothy Coombs’ strategies for crisis communication are: attack the accuser, denial, excuse, justification, ingratiation, corrective action, and full apology.
  • Reputation management and image restoration will usually follow a crisis.

All notes from


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