In this class we discussed conflict management in terms of Public Relations (PR). “PR can be defined as the strategic management of conflict and competition”. Here, conflict is about confrontation and attacks and confrontation is about obtaining a goal sought by another such as customers.
We talked about some Real World examples of a PR conflict management, one of them being the lock down that occurred after a basketball game on Jan. 28, 2012 at Southeastern University. The SEU Facebook page blew up during and after the lock down with all kinds of comments from students and parents. Some were extremely concerned and almost angry while others were humorously indifferent about the whole event. These comments provided a threat for the University’s image, especially with Preview Days right around the Corner, but the PR management team did a great job by providing as much information as possible about the event and even gave credit to those that helped resolve the situation and the level of seriousness of it.
Based on the above visual example we reviewed later in class, the SEU PR team did a pretty good job with their conflict resolution because they were proactive, strategic, and reactive to the issue and made a good recovery in time for preview days.
Overall, conflict resolution for any PR represenative is an important part of the job in order to maintain a high level of public opinion for a company or its brand(s).