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Corporate Communication Crisis Leadership by Matthew Corr, Sarah M. DeIuliis, Ronald C. Arnett

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CHAPTER 8

Conflict and Stakeholder Influence

Conflict clarity and discernment are central corporate communication practices that should be influenced by stakeholder opinions, viewpoints, and perspectives. Internal and external stakeholders respond to, dispute over, and challenge organizational decisions that yield significant consequences for corporate reputation and identity. Conflict engages internal and external stakeholder perspectives, but escalates rapidly when constituencies’ concerns go ignored. Waymer1 and Heath (2007) suggest that conflict escalates when stakeholders perceive that they are “harmed by organizations’ (in)actions” (p. 88). Crises often emerge from “predictable yet untimely events” that trigger genuine concerns expressed ...

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