Communication During Crisis: Negotiation Strategies

Abstract

The study aims o find out the steps the Samsung organization took to resolve the exploding Galaxy Note 7 issue and to identify the negotiation strategies adopted in the discussion. The study employed a qualitative method to analyse the content. The organisation recorded the step taken by Samsung in detail. The researchers extracted data from past studies and written online press release resources. The results showed that the Samsung organization took a fast and decisive response regarding their crisis. Moreover, integrative bargaining was used to negotiate between both parties. The customers are familiar with Samsung products as a brand and are therefore not seen as a predictor for post-crisis reputational damage. It has been concluded that Samsung organization employed well-planned crisis management strategies that proved its capability to deal with the crisis and restore its customer’s trust in its product. The study concludes with the negotiation process and the actions taken concerning a crisis to provide healthy organizational crisis communication. Organizations can use this to implement a more effective strategy of crisis communication.