金无足赤,人无完人。一个组织在其运行过程中,难免会有因为自身过失、错误而与公众发生冲撞的时候。问题一旦发生,必然导致公众对组织的信任出现危机,使组织面对一个充满敌意和冷漠的舆论环境,进而影响了组织的知名度和美誉度,最终使企业日子难过。那么,面对一起不利事件,如何着手处理,才能争取公众的谅解和同情,使信任危机造成的组织信誉、形象的损失降到最低限度,甚至因势利导,使坏事转变为好事呢?下面请看曾被美国公共关系协会推举为世界性公共关系范例的“奥达克余”百货公司,是怎样在不到20小时的时间内能够将一起由于自身失误而引发的风波妥善地平息下去的。一次,一位名叫基泰丝的美国记者, no one is perfect. In the course of an operation of an organization, it is inevitable that there will be a collision with the public due to its own mistakes and mistakes. Once a problem occurs, it will inevitably lead to a crisis in the trust of the public to the organization. This will cause the organization to face a hostile and indifferent environment of public opinion, which in turn affects the popularity and reputation of the organization, and ultimately makes the business difficult. Then, in the face of an unfavorable incident, how can we strive for public understanding and sympathy so that the loss of organizational credibility and image caused by the crisis of confidence can be minimized, and even the wrong reasons can turn bad events into good things? The “Odakyu” department store, which was cited by the American Public Relations Association as an example of worldwide public relations, managed to calm down the storm caused by its own mistakes in less than 20 hours. Once, an American journalist named Kites,