Effective Communication Case Study

1255 words - 6 pages

A crisis that occurs in a business is a problem that disrupts the way an organization conducts business and attracts significant new media coverage and public scrutiny. These crises can cause a company to have negative financial, legal, political, or government repercussions on a company if not dealt with promptly and properly. A crisis seems to occur at the most unexpected time and can take an organization by complete surprise. Effective communication is important in handling a crisis within an organization. The case study: "There's a syringe in my Pepsi can!" will be used to evaluate the effectiveness of communication among PepsiCo and its publics.In the summer of 1993, PepsiCo fo ...view middle of the document...

Alpac conducted an investigation and found nothing that would allude to the cans of Diet Pepsi being tampered with on the filling line. These findings did not stop the complaints or the growing media coverage on the issue. PepsiCo decided they needed to get involved and do so on a national level. The response centered on four principles. The first principle is to put public safety first. Pepsi needs to look at the problem through the eyes of the public and address their concerns. The second principle is to find the problem and fix it. Pepsi does not feel that the problem was within the production facilities so they need to investigate and respond to all complaints. The third principle is to communicate frequently, quickly, and regularly. The company needs to make sure that they make sure they use both broadcast and print communication tools to their advantage. The final principle is to take full responsibility for resolving the crisis. The company needs to make sure to not point fingers or blame others for this crisis.The crisis coordinator for the company identified four primary publics to address. The four publics were the news media, customers, consumers, and the employees and local Pepsi-Cola bottlers. The news media, customer, and consumers , all external publics, need to be assured that the Pepsi products are safe and the company will do what it needs to in order to prove this and gain back the trust of the public. The employees and bottlers, the internal publics, also need to be assured but for different reasons. The company needs to assure the employees and bottlers that there was no fowl play internally and the management team is behind their employees and the products they produce 100%. PepsiCo decided not to bring in an outside crisis communication consultant, instead the company thought it would be in the company's best interest to keep everything within the company. To address the publics, Pepsi used many internal resources such as public affairs, customer relations, scientific and regulatory affairs, sales and marketing, manufacturing and legal. The public affairs department was ready to respond to media inquiries and provide updates on facts and developments. A 24-hour toll-free hot line was manned by Customer Relations to take calls from consumers with questions and comments. The Scientific and Regulatory Affairs department assigned technical and quality assurance specialists to work with the FDA to track each complaint. Sales and Marketing employees made sure the relationships with customers who s...


Communication Case Study Analysis: There's A Syringe In My Pepsi Can! - MKT438

1797 words - 8 pages Effective communication between an organization and its publics is key component of crisis management. Organizations must see the importance of releasing the right information to both internal and external publics to minimize negative publicity and negative public reaction. In today's marketplace organizations have to make a concerted effort to manage a crisis situation or inevitably the media will. A crisis such as the Pepsi Case Study: There's

Paper On Effective Communication

1059 words - 5 pages There's a syringe in my Pepsi can crises. In most cases a crises occurs at the most unexpected times. The crisis seems to take the organization by surprise and is usually reached due to a lack of a control and response system. This is apparent in the case study "There's a syringe in my Pepsi can!" Effective communication is the key to successful communication to the Pepsi crises. (Center, 2007)In this case the consumer claimed to have found a

Potential Impacts of Uber in Australia - Business Communication and Technologies - Case Study

1702 words - 7 pages Table of Contents Introduction 2 Background 2 Impacts of Uber 3 Bibliography 4 Appendix A 6 Report on: Research Assignment- UBER Introduction This report serves to assist in the development of a strategy to manage the new player in the taxi industry, “UBER” and determine its place in both the Australian and Queensland economy. Uber is part of a larger movement towards a sharing economy. The report will explain the sharing economy and why

Effective Communication in Nursing Classification Essay - College English - Essay

1237 words - 5 pages Running head: nursing and benefits of communication 1 nursing and benefits of communication 8 Nursing and the benefits of effective communication Avery R. Long Galen College of Nursing Abstract Effective communication between nurses and patients is critical to obtain favorable results of nursing care and the individual patient. In order for these outcomes to be obtained, nurses need to understand how to help the patient. Nurses do this by being

What makes an Effective manager - Management Communication - Essay

690 words - 3 pages Free . It has also been noted in a study (Linebarger) that nurses are not included in doctor rounds (patient strategy sessions between doctors assigned to that patient). Over the years, the medical industry has acknowledged that there is a problem with doctor-nurse communication and have passed regulations to attempt to alleviate these communication inefficiencies. Instead of nurses required to wait for a doctor’s approval or instruction for each task

Rhetorical Analysis of a Speech - Effective Communication - Essay

770 words - 4 pages Running head: Rhetorical Analysis of a Speech 1 Rhetorical Analysis of a Speech 2 Rhetorical Analysis of a Speech Paulina Shirey Daytona College Rhetorical Analysis of a Speech On June 11, 1963 and March 15, 1965 two different presidents gave speeches that on the surface were about different topics, but at their core, were about civil rights in the United States. The early 1960’s were met with civil right movements that broke out that needed to

An Analysis on How Effective Communication Techniques Can Contribute to a Success Business - Ashford BUS 600 - Research Paper

2541 words - 11 pages Running head: The Relationship Between a Successful Business and Effective Communication 1 The Relationship Between a Successful Business and Effective Communication 5 Sustaining a Successful Business: An Analysis on How Effective Communication Techniques Can Contribute to a Success Business Stephenie Moss BUS 600: Management Communications with Technology Tools Professor Kurt Diesch January 20, 2018 It is important to recognize the value of

team building in project management - project management , team and stakeholder management - essay

2285 words - 10 pages ........................................................................................................... 5 1.Executive summary The objective of this case study is to analyze and understand the role of project manager in the formation of project organization structure and project specific team through the effective leadership roles required to complete a medium scale luxury housing project built for international clients in the global business district

WIT film analyses and key concepts of communication - Nursing - Film analyses

1642 words - 7 pages Free WIT: Film Analysis PART 1: Communication in simple is the act or transferring information from one place to another. Although it is simply explained it is actually a complex process involving three main types; verbal, non-verbal and written (Skillsyouneed, 2018). Communication can also be defined as effective and ineffective communication which will both be looked at in part 1 of this assignment. Effective communication helps to keep motivation

Beneficial Resources for Short Term Foster Parents Providing Short Term Care - Research - Research

4098 words - 17 pages proven to be beneficial and educational to foster parents and a lot of foster parents have expressed that trainings do help them. According to the article by Rhodes, Orme, and Buehler (2001), foster parents had a better chance of staying foster parents based off of trainings and communication between the foster parents and case workers as well as having a say in the planning for the child. This study showed that foster 5 parents themselves have

Football Case Study for Sport MGT - Southern Miss/ Sport MGT - Case Study

873 words - 4 pages Amanda Raynes SM 605 High School Football Case 4 February 2019 Management Case Study An effective manager is a leader of people who has the opportunity and responsibility to give direction for the organization. They show people where to go and help them define the best path for reaching that destination. A manager’s job depends on the basic need to work with and through other people. Those who work most effectively with and through other people


2353 words - 10 pages specified time. In addition to this, implementation of effective and robust strategic plan plays a major role in completing a project on or before deadline. PART C: Summary of Best Practice & Key Findings In this section, recommendation of best practice is discussed with the consideration of key findings and learnings from the nRAH case study. This entire section is about nRAH in the view of procurement management. Key Findings According to

Use and develop systems that promote communication - nvq5 - Use and develop systems that promote communication

4337 words - 18 pages , text messaging, emails, written correspondence. Effective written and verbal communication and being able to use a variety of interpersonal techniques promotes strong working relationships and will promote good quality care for the service user. In my role, it is important that I communicate in the correct way to ensure that the needs of the service user are understood and dealt with correctly. When I and the senior carer meet on the initial visit

AFT Task 1-Executive summary for senior leadership - WGU - Essay

1005 words - 5 pages a study with astounding findings that show 70% of sentinel events occur from communication failure with 75% of patients die (Bonacum, Leonard, & Graham, 2004). Having sound communication between nurses and physicians will reduce human error and decrease patient deaths. Hospitals have started to adopt a standardized “critical language” for effective communication that alters members of difficult situations and reduce potential risk elements while

Organizational Behavior Terminology And Concepts

901 words - 4 pages AbstractIn this paper, I will take a look at some of the terminology and concepts associated with organizational behavior, organizational culture, diversity, communication, effectiveness and efficiency, and learning.Organizational BehaviorOrganizational behavior has been defined as the systematic study of the action and attitudes that people exhibit within organizations or companies. These attitudes and actions need to be shared with everyone