【正文】 ? 6 Where are we headed? 5 How am I doing? 2 How’s my unit doing? 4 Does anyone care? 3 1 What is my job? Delivering Effective Coaching amp。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。A Interaction Oneway Can be oneway or two way Verbal Oneonone meetings Formal Informal Group meetings Large or small Skip level Roundtable Walk the floor Voic Influence behavior/attitudes Check for understanding Recognition Feedback/coaching Influence behavior/attitudes Check for understanding Recognition Urgent requests/information Data ―snippets‖ Action todo Twoway Twoway Oneway Plan Manager’s Communication Toolkit 48 Strategic Communication Process If you don’t reach a shared understanding, you have not municated Task Tool Deliver the message Agenda Meeting checklist Check for understanding Informal discussion Request action plan/priority list Solicit feedback Do Manager’s Communication Toolkit 49 Team Meeting Checklist Do Manager’s Communication Toolkit 50 Message Checklist Do Manager’s Communication Toolkit 51 Strategic Communication Plan At a Glance Do Manager’s Communication Toolkit 52 Strategic Communication Process Check the effectiveness of your munications… and adjust your plan based on the feedback! Task Tool Assess the effectiveness of individual munications Assess the effectiveness of your overall munications Plus/Delta Informal discussion Focus groups GE Opinion Survey Assessments Pulse surveys Check Tools Manager’s Communication Toolkit 54 Communications Plan Worksheet Who do you need to municate to? ? Your team ? The business ? Individuals ? Customers Business Strategy What is the purpose or topic to be covered? Specific Communication or Event Wh