【正文】 s brand or financial stability, triggered by a sudden event or longsmoldering issue ? While terrorist acts fall into this definition, so too do widespread IT failures or natural disasters, among other things What is a Crisis? Manager’s Communication Toolkit 34 Crisis Communication Goals Leadership agreement in every step Manager’s Communication Toolkit 35 ?Make it clear that employees’ safety is the first concern, if applicable ?Describe facts and actions being taken as you know them — tell them what you know, what you don’t know and when you think you’ll know more. Then followup! ?Ensure your messages are consistent with business messages ?Create a regular forum for employees to ask/submit questions and for you to provide answers Crisis Communication Goals Creating A Communication Plan Manager’s Communication Toolkit 37 Strategic Communications Process Continuous, Iterative Process for Communication Manager’s Communication Toolkit 38 Task Tool Assess employee needs Focus groups Informal discussions Employee satisfaction survey Employee Needs Assessment (Toolkit) Assess leader’s attitudes Leadership Assessment (Toolkit) Assess business needs Business Needs Assessment (Toolkit) Strategic Communication Process Start by assessing where you are… and where you need to go Assess Manager’s Communication Toolkit 39 Employee Needs Assessment Assess Manager’s Communication Toolkit 40 Business Assessment Assess Manager’s Communication Toolkit 41 Leadership Assessment Assess Manager’s Communication Toolkit 42 Strategic Communication Process Task Tool Identity stakeholders Communications Plan Worksheet (Toolkit) Develop Key Messages Key Message Worksheet (Toolkit) Select munication vehicles Employee satisfaction survey Plan Manager’s Communication Toolkit 43 ? What: is happening and what’s next ? Why: we are doing this (market conditions, petitors, business needs) ? Who: will be affected (business, department, individuals) ? Where: you can go for information amp。Manager’s Communication Toolkit Manager’s Communication Toolkit 2 ? Understand how munication plays a key role in your effectiveness as a leader and in delivering business results ? Learn about the munications model and how to apply it within your work team or department ? Create an environment that fosters open and honest munication ? Develop measurable munication action plans that address both business and employee needs Purpose of Workshop Connecting employees to the business vision Manager’s Communication Toolkit 3 Service Profit Chain Employee Satisfaction Employee Loyalty Employee Productivity Customer Satisfaction/ Customer Loyalty Revenue Growth Profitability Manager’s Communication Toolkit 4 Our People Our Customers Our Business Communication as a Link Need to better understand what our employees say and what they do Employees are the critical link between customers and our business Manager’s Communication Toolkit 5 ? Black Belt, Master Black Belt ? Corporate Audit Staff ? MultiBusiness Experience/Exposure ? Unique, Stretch Assignments ? Financial Acumen ? Global Experience/Cultural Breadth ? Functional Depth ? Outstanding Communication Skills ? Ability to Attract/Keep/Develop Great Talent ? Passionate Approach ? Crisis Leadership ? Continuous Learner ? Seeks Feedback ... And Acts on It Leadership Development Capability and Contributions Listening, Learning, Teaching Several Career/Experience Enhancers Several Leadership Enhancers What is Communication? Manager’s Communication Toolkit 7 Defining Communication Leaders must view munication as employees do Communication: Event or Product Manager View Examples: Email Inside GE CEO web cast A Process Employee View Examples: Performance feedback Market information Team updates Mana