[Project Name] Skilled Messenger Project Kick-Off [Date]

1. [Project Name]Skilled Messenger Project Kick-Off[Date] Page 1

2. Agenda • About the Process Improvement Program • Components of the Communication Strategy • The Skilled Messenger Program — How it Works • Communication Tips • Opportunity for Initial Feedback • Questions • Next Steps Page 2

3. About the [Project Name] Process Improvement Project Page 3

4. Components of theCommunication Plan Page 4

5. Communication Plan A well designed and executed Communication Plan: • Helps ensure greater understanding and buy in to changes from employees • Encourages understanding, action, and cultural adaptation through clear, consistent, and frequent messaging • Invites dialogue and drives employee participation Page 5

6. Key Communications Vehicles and Channels • [Vehicle] • [Vehicle] • [Vehicle] • [Vehicle] • [Vehicle] • [Vehicle] Page 6

7. The Skilled Messenger Program How it Works Page 7

8. The Skilled Messenger Program is about keeping management connected and responsive. Page 8

9. Purpose of the Skilled Messenger Program • Gives you direct “tie-in” to the voice of the people. You’ll know how employees are reacting to change and their thoughts about what is and isn’t working. They’ll know their opinions count. • Lays the groundwork for a more positive overall communication climate. • Enables the Design Teams to make changes/revisions to plans based on “real-time” information. • Enhances employee buy in to changes, ensuring a much smoother Implementation. Page 9

10. Two-Way Communication What employees need to know What management needs to listen for • Rationale for process improvement • Timeline, progress • Implementation information • Resolution of “me issues” • Performance expectations • The truth • Information wants/needs • Misunderstandings • Rumors & misinformation • Suggestions/input • Inspiring messages of • support/“early wins” • Pockets of resistance Page 10

11. Skilled Messenger Program • What benefits do employees receive from the Skilled Messenger Program? • Gives employees another vehicle through which they can get their questions answered • Facilitates timely resolution of employee questions and concerns • Strengthens the communication channels between employees and management Page 11

12. Skilled Messenger Program • What benefits do Skilled Messengers receive from this program? • Recognition as a “thought-leader” in your work area and from company executives • Opportunity to hear and understand the perspectives of different populations (i.e. management and employees) • Opportunity to work as a part of this important board-sponsored improvement project Page 12

13. Potential Program Challenges • There may be a tendency to: • Be intolerant of changes to previously announced plans • Want to make promises you cannot keep • Be frustrated with the answer, “We are working on that” • Be impatient when answers are not provided on schedule • Want to suppress sensitive issues • Feel caught in the middle, since you are experiencing the same issues as your peers and yet may be perceived as receiving special privileges Page 13

14. Program Coordinator Employee Employee Employee Employee Various Organizations Skilled Messenger Skilled Messenger Employee Employee Employee Employee Skilled Messenger Network Page 14

15. Skilled Messengers’ Roles • Communicate informally with peers to uncover their questions and concerns • Keep current on change efforts via the intranet, memos and regular meetings • Attend bi-weekly Skilled Messenger meetings • Share employee questions and concerns • Obtain feedback from senior management Page 15

16. Communication Liaisons’ Roles • Provide support for Skilled Messengers as needed • Facilitate bi-weekly meetings with Skilled Messengers • Gather employee questions/concerns • Deliver answers and explanations to employees’ questions and concerns Page 16

17. Communication Coordinator’s Roles • Provides support for Skilled Messengers as needed • Facilitates bi-weekly meetings with Communication Liaisons • Manages the master list of employee questions • Obtains answers and explanations to employees’ questions and concerns from senior management Page 17

18. Communication Loop Program Coordinator Communication Team Bi-weekly Meeting Skilled Messengers Project Updates Informal Conversation Presentations Employee Reaction Intranet Postings Page 18

19. Skilled Messenger Program Cycle Thurs Fri Mon Tues Wed Thurs Fri Mon Tues Wed SM Meeting SM Meeting Skilled Messengers SM Update Meeting w/ Program Coordinator Issues Log Updated Completed Issues Log Re- Distributed Communication Team Issues Raised at Sponsor/ ST Meeting Sponsor/ Steering Team Page 19

20. Communication Tips Page 20

21. General Communication Tips • Manage expectations. • Articulate the compelling business rationale. • Be honest and candid. • Over-communicate. • Create opportunities for two-way communication. • Look for several different ways to get your point across. • Explain the reasons for the changes. Page 21

22. General Communication Tips • Ask questions. • Seek feedback and listen. • Prepare yourself for all types of feedback. • Tell the “why” before the “how” or the “what.” • Remember to capture employee feedback, questions and concerns. • Speak to the facts. • Actively enlist support. Page 22

23. General Communication Tips • Follow up on employee feedback and questions. • Keep people focused and future-oriented. • Communicate “early wins.” • Keep everyone up-to-date. • Explain that leadership is needed at all levels. Page 23

24. Pitfalls to Avoid • Making promises • Thinking silence means things are going well • Improvising • Failing to address the “me issues” • Failing to tell employees the “truth” will change • Dodging tough issues • Hoarding information and answers • “Cheerleading” Page 24

25. “The road to the heart is the ear.” Voltaire Page 25

26. Listening Tips • Remember that listening is a form of communication. • Set aside time to listen to others. • Listen for “past” emotions and emotionally-charged language for real meaning. • Don’t assume. Ask questions. Be careful about attaching labels to what you hear. • Stay unbiased. Page 26

27. “It’s better to know some of the questions than all of the answers.” James Thurber Page 27

28. Questioning Tips • Ask questions to uncover resistance. • Ask “why.” • Use questions to guide conversations. • Don’t ask leading questions. • Ask open-ended questions. • Establish rapport by asking questions. Page 28

29. Answering Tips • Assume that none of your answers will be “off the record.” • Seek to understand the nature of concerns—get to the underlying issues. • Don’t ignore controversial questions. • Be prepared to tell employees “We don’t know yet” or “We are working on that” as responses to some questions. Page 29

30. Questions? Page 30

31. Key Contacts [Name] Program Coordinator (555) 111-2222 email@address [Name] Communication Lead (555) 111-3344 email@address [Name] Team Member (555) 111-4455 email@address Page 31

32. Skilled Messenger Program Next Steps • Set the date and time for the first Skilled Messenger Meeting next week. • Breakout into groups and discuss the following: • Opportunity for initial feedback: • What’s on your mind? • What are you hearing? • Begin to introduce the program and your role to your colleagues. Page 32