- Hardcover: 276 pages
- Publisher: The Free Press (29 April 1996)
- Language English
- ISBN-10: 0684823020
- ISBN-13: 978-0684823027
- Product Dimensions: 24.7 x 15.7 x 2.7 cm
- Amazon Bestsellers Rank: 605,640 in Books (See Top 100 in Books)
- See Complete Table of Contents
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More About the Author
Product Description
Review
Max H. Bazerman J. Jay Gerber Distinguished Professor of Dispute Resolution and Organizations, J.L. Kellogg Graduate School of Management, Northwestern UniversityExecutives, governmental leaders, public relations professionals, attorneys, and others need to read this book before they are in the midst of their next crisis. It will provide the basis for seeking reason in the sea of emotion that accompanies most conflicts.
Product Description
Dealing With an Angry Public: The Mutual Gains Approach to Resolving Disputes
Some portion of the American public will react negatively to almost any new corporate initiative, as Disney discovered when it announced its plans to build an historical theme park in Virginia. Similarly, government efforts to change policy or shift budget priorities are invariably met with stiff resistance. In this enormously practical book, Lawrence Susskind and Patrick Field analyze scores of both private and public-sector cases, as well as crisis scenarios such as the Alaskan oil spill, the silicone breat implant controversy, and nuclear plant malfunction at Three Mile Island. They show how resistance to both public and private initiatives can be overcome by a mutual gains approach involving face-to-face negotiation, a strategy applied successfully by over fifteen hundred executives and officials who have attended Professor Susskind's MIT-Harvard "Angry Public" seminars. Susskind and Field outline the six key elements of this approach in order to help business and government leaders negotiate, rather than fight, with their critics. In the process, they show how to identify who the public is, whose concerns to address first, which people and organizations must be convinced of the legitimacy of action taken, and how to assess and respond to different types of anger effectively. Acknowledging the crucial role played by the media in shaping public perception and understanding, Susskind and Field suggest a way to develop media interaction which is consistent with the six mutual gains principles, and also discuss the type of leadership that corporate and government managers must provide in order to combine these ideas into a useful whole. We all need to be concerned about a society in which the public's concerns, fears and anger are not adequately addressed. When corporate and government agencies must spend crucial time and resources on rehashing and defending each decision they make, a frustrated and angry public contributes to the erosion of confidence in our basic institutions and undermines our competitiveness in the international marketplace. In this valuable book, Susskind and Field have produced a strong, clear framework which will help reduce these hidden costs for hundreds of executives, managers, elected and appointed officials, entrepreneurs, and the public relations, legal and other professionals who advise them.
Inside This Book
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First Sentence
There are many reasons for the public to be angry. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
There are many reasons for the public to be angry. Read the first page
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Concordance
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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2 reviews
2 of 4 people found the following review helpful
Real, practical, and well written
24 Oct 2001
Format:Hardcover
This book is an outstanding read for anyone needing PR advice. Whether you are only interested in the subject, a professor teaching it, or a professional employing it, this is an invaluable resource.
Full of real world examples and fascinating insight its written so that a novice and and expert can make sense of it, and yet it is never condescending.
More than a teaching tool, it is a set of values that every PR professional should adhere to. Teaching success and how to avoid the traps, it stays interesting and flows well all the way through.
Full of real world examples and fascinating insight its written so that a novice and and expert can make sense of it, and yet it is never condescending.
More than a teaching tool, it is a set of values that every PR professional should adhere to. Teaching success and how to avoid the traps, it stays interesting and flows well all the way through.
0 of 2 people found the following review helpful
Required text book
21 Sep 2010
Format:Hardcover|Amazon Verified Purchase
I have to read this book for a class. It has interesting real life case studies. If you need mediation pointers it would be good to have the case studies to refer to.
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