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>>>>>> REPUTATION AND CRISIS MANAGENT IN

Nicola Columbine Organisational Communication, Change Management

and Stakeholder Engagement strategist19 March 2015, Da Vinci hotel

Conversational communication that

engages employees to deliver on

business strategy

WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

v

1. Minimal endorsement by leadership

2. Lack of shared vision

3. The right people are not involved

4. Employees can’t relate to strategic objectives

5. Lack of ownership

6. Not having the organisational capability

7. Poor execution

8. Lack of participation

9. Lack of communication

10. Poor change management

Key reasons why strategy fails

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• Purpose and meaning in their work

• Want to be empowered

• A share of voice to say what they

think

• Have their ideas and inputs

recognised

• Have their contributions valued

• Benefits and work life balance

• Training opportunities

• A career development path

• Opportunity to give back

What employees want to know and why

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Alignment - close the communications gap around business benefits and results

• Tailor communications to different stakeholder groups.

• Well developed implementation plan/s and tactics

• Use stakeholder relevant communications practices, and use them innovatively and effectively.

• Develop a message matrix – aligned to stakeholders and business outcomes

• Communicate the language of the C-suite – to create trust, manage conflict, invite commitment, and embrace accountability

Critical success factors to communicate strategy

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Distributed dialogue – employee vs leadership dominant conversations

• Collaboration and teamwork

• A clearly defined corporate vision

• Business rationale for change initiatives

• Intimacy, interactivity, inclusion and intentionality

• Legitimacy and opportunity for employee share of voice

• Trust and commitment

• Culture and climate

• Employer value proposition

Elements to support communication and engagement

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

Engaging employees on vision, values and…meaning

A useful way to consider different needs and attitudes of each individual, or even a group, who are to be key stakeholders in your communication implementation is to carry out a ‘what’s in it for me’ analysis.

Use this model to plan your engagement and involvement of key stakeholders.

Key stakeholders or groups

WIFM(What’s in it for me?)

What could they doto support orprevent theimprovementinitiative?

What could/should we doto reduce non-compliantactivities and encourageand support compliantones?

+Impact

-Risk

a b c d e

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Step 1 – Identify Your Stakeholders

Establishing a stakeholder matrix

Your boss Shareholders Government

Senior executives Alliance partners Trades associations

Your co-workers Suppliers The press

Your team Lenders Interest groups

Customers Analysts The public

Prospective customers Future recruits The community

Friends and family Social networks Advocacy groups

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Step 2 - Prioritise Your Stakeholders

Power/Interest grid for stakeholder prioritisation

Establishing a stakeholder matrix

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Step 3 - Understand Your Key Stakeholders

Establishing a stakeholder matrix

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

Conversational channels

FORMAL CHANNELS INFORMAL

• Weekly departmental meetings• Monthly team meetings• Quarterly town hall meetings• Annual performance review

discussions• Grievance hearings

• Grapevine • Coffee/canteen chats• Team events

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

• Map the present situation

• Discovery – dip stick, stakeholder interviews

• Future state vision

• Prioritise vision elements

• Develop actionable objectives

• Develop and prioritise potential strategies and tactics

• Define metrics, timelines and responsibilities

• Develop strategic and tactical plans

• Develop messaging matrix different stakeholder

conversations

• Implementation and beyond

Steps to effective communication planning

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WHY IS CHANGE MANAGEMENT SO CRITICAL FOR

ORGANISATIONS TODAY?

QUESTIONS ?