国外大石油公司危机沟通的经验教训及其启示  

Crisis Communication of the Major Foreign Petroleum Companies and the Enlightenment to Chinese Petroleum Companies

作　　者：李宏勋[1] 孙君 LI Hongxun;SUN Jun(School of Economics and Management,China University of Petroleum(East China),Qingdao,Shandong 266580,China;School of Business and Management,Shanghai International Studies University,Shanghai 201600,China)

机构地区：[1]中国石油大学(华东)经济管理学院,山东青岛266580 [2]上海外国语大学国际工商管理学院,上海201600

出　　处：《中国石油大学学报（社会科学版）》2019年第1期1-8,共8页Journal of China University of Petroleum (Edition of Social Sciences)

基　　金：国家社会科学基金项目(12BJY075);中国石油大学(华东)科研创新团队计划科技专项(15CX08012A)

摘　　要：危机沟通是危机管理的关键内容,在企业的危机应对过程中发挥着重要作用。尽管我国石油企业在危机沟通方面取得了一定的成就,但与国外大石油公司相比,仍存在较大的差距。从国外大石油公司的典型危机事件看,石油企业危机前、中、后三个阶段具有不同的危机沟通特点,其经验是危机前重视预防与准备、危机中竭力控制危机局势、危机后加强善后修复。我国石油企业应学习和借鉴国外大石油公司危机沟通的成功经验和失败教训,结合我国石油企业的具体情况进行危机沟通的理论与实践的创新:危机前健全企业危机调查与预警机制,定期开展应急培训和模拟演习;危机中创建开放的信息沟通模式,与政府和媒体形成良性互动;危机后加强与利益相关者的后续沟通,结合经验教训进行反思与改进。As a key component of crisis management,crisis communication plays a significant role in the crisis response process of enterprises.Although Chinese petroleum enterprises have made some progress in the past several years,there are still some deficiencies compared with foreign petroleum companies.On the basis of the typical crisis events of foreign petroleum companies and in consideration of the stage characteristics of crisis communication,three deficiencies of Chinese petroleum enterprises are concluded:the lack of awareness of prevention and preparedness before the crisis,the lack of emergency communication in the crisis,and the lack of reflection and improvement after the crisis.Under this circumstance,the following suggestions are given to Chinese petroleum enterprises:improve the enterprise investigation and pre-warning system and carry out crisis response training and simulation exercises;establish an open information communication mechanism and form the good interaction with the government and the media;and strengthenthe follow-up communication with the stakeholders,and finally keep track of progress and do remedial work afterwards.

关 键 词：石油公司 危机沟通 启示 

分 类 号：F416.22[经济管理—产业经济] F407.22