对任何一个组织来说,公众质疑意味着冰与火的考验,一旦处理不当,组织的公信力便会丧失,运作效率也大打折扣。随着社会的发展,环境冲突、信誉危机和群体性事件频发,却很难找到一种适用的方式回应。劳伦斯和帕特里克对公共争议有着深刻的研究,并结合多年的危机调解经验,写成《如何应对愤怒的公众》一书。在中国,公众的顾虑和愤怒虽不如美国那般得到重视,但是 For any one organization, public criticism means that ice and fire test, once handled properly, the credibility of the organization will be lost, operating efficiency is also greatly reduced. With the development of society, environmental conflicts, credit crises and frequent mass incidents, it is hard to find a suitable way to respond. Lawrence and Patrick have profoundly studied public controversy and, combined with years of experience in crisis mediation, wrote a book entitled How to deal with an angry public. In China, public concern and anger are not valued as much as the United States, however