نوع مقاله : مقاله پژوهشی
عنوان مقاله English
نویسنده English
This study presents a critical examination of linguistic strategies employed in corporate crisis management and their impact on organizational image repair. In today's business environment, where organizations are increasingly exposed to various crises, the role of strategic communication and the judicious use of language in restoring credibility has become paramount. Relying on three primary theoretical frameworks—Coombs' (2007) Situational Crisis Communication Theory (SCCT), Benoit's (1995) Image Repair Theory (IRT), and Ulmer et al.'s (2014) Discourse of Renewal framework—and utilizing a qualitative content analysis methodology, this research dissects crisis statements issued by Iranian companies across various industries. The findings indicate that the choice of an appropriate linguistic strategy is directly contingent upon the type of crisis and the level of responsibility stakeholders attribute to the organization. Specifically, combining a strategy of "explicit apology" with "corrective action" was identified as the most effective method for reducing stakeholder blame and facilitating image restoration. The strategy of "denial" was only effective in instances where the organization was perceived as the "victim" of the crisis. Furthermore, the use of "bolstering" strategies (reminding stakeholders of past achievements) alongside proactive messaging, particularly for organizations with a positive track record, contributed to improving stakeholder attitudes. Although less frequently employed, the integration of the "Discourse of Renewal," which emphasizes ethical commitment and a future-oriented vision, was identified as a powerful strategic complement for fostering sustainable reputation repair. By providing empirical evidence from the Iranian context, this research bridges the gap between theory and practice and offers a deeper understanding of how linguistic nuances—such as directness, timing, verb agency, and rhetorical framing—influence stakeholder perception. The results of this study can serve as a basis for designing practical guidelines and training communication professionals to craft more effective crisis messages.
کلیدواژهها English