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Restoring Trust. Todd Henrigillis Emily Hock Nicole Marquadt Dan Kelly Lattana Sanavongsay Tim Kowols. Agenda. Tactics. Strategy. Audience Analysis. Contextual Analysis. Stated Case. Restore Trust Create a Communication Strategy. Stated Case. Case Facts. General Assumptions.

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Restoring Trust


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restoring trust

Restoring Trust

Todd Henrigillis

Emily Hock

Nicole Marquadt

Dan Kelly

Lattana Sanavongsay

Tim Kowols

agenda
Agenda

Tactics

Strategy

Audience Analysis

Contextual Analysis

stated case
Stated Case
  • Restore Trust
  • Create a Communication Strategy

Stated Case

Case Facts

General Assumptions

Actual Case

case facts
Case Facts
  • Major investment firm (Norné)
  • 800+ employees
  • Employees in 5 countries
  • Dozens of locations
  • It appears “aortic bleeding” has stopped

Stated Case

Case Facts

General Assumptions

Actual Case

general assumptions norn
General Assumptions: Norné
  • Was structured hierarchically
  • Chain-of-command communication
  • Senior Manager in each country
  • Scandal recently ended
  • All Senior Managers and CEO Liaison will be able to speak English

Stated Case

Case Facts

General Assumptions

Actual Case

general assumptions customers
General Assumptions: Customers
  • Customers who remain don’t trust Norné, but are waiting to see what happens
  • Customers who left, will be difficult or impossible to win back
  • New customers will be hard to get
  • Customers don’t know the new CEO and will assume she is just like the previous one

Stated Case

Case Facts

General Assumptions

Actual Case

general assumptions employees
General Assumptions: Employees
  • New managers use ‘trickle-down’ method
  • New senior managers have been hired to replace those fired
  • Employees don’t trust the Norné
  • Employees don’t know the new CEO and will assume she is just like the previous one

Stated Case

Case Facts

General Assumptions

Actual Case

actual case
Actual Case
  • Figure out what broke the trust in the company
  • Prevent further scandals
  • Create a system of checks and balances

Stated Case

Case Facts

General Assumptions

Actual Case

slide9

Current Communication System

Current Business Structure

audience analysis
Audience Analysis
  • CEO
  • Customers
    • Current
    • Former
    • New
  • Employees
  • Public
    • Board
    • Investors

CEO

Customers

Employees

ceo kiss chart entp
CEO KISS Chart- ENTP

CEO

Customers

Employees

ceo planning worksheet
CEO Planning Worksheet

CEO

Customers

Employees

smcr model ceo
SMCR Model: CEO

CEO

Customers

Employees

ceo strengths weaknesses
CEO Strengths & Weaknesses

Clean Slate

Excellent People Skills

New to Company

No Credibility Yet

Female

Perceiver

CEO

Customers

Employees

customer kiss chart
Customer KISS Chart

CEO

Customers

Employees

customers planning worksheet
Customers Planning Worksheet

CEO

Customers

Employees

smcr model customers
SMCR Model: Customers

CEO

Customers

Employees

employee kiss chart
Employee KISS Chart

CEO

Customers

Employees

employees planning worksheet
Employees Planning Worksheet

CEO

Customers

Employees

smcr model employees
SMCR Model: Employees

CEO

Customers

Employees

goals
Business Goals

Restore Public’s Trust

Customer Relations

Employee Relations

Communication Goals

Create a Communication strategy

External

Internal

2-way

Implement Strategy

Goals
strategy tactics
Strategy & Tactics

Tactics

Strategy

slide23

New Communication System

Same Business Structure

long term
Long-Term
  • Have an audit done by outside firm
    • Once a year
    • At each of 5 countries
  • Tours & Luncheons for customers

Tactics

rejected ideas
Rejected Ideas
  • To change the business structure
  • Have a meeting with Sr. Managers and CEO Liaisons 5 times a year
  • Merging companies to change Name/Image
summary
Summary
  • Created a new communication strategy to restore trust
  • Created Liaison position
  • Improved relations with CEO, Customers, and Employees
summary1

Restore Employee’s Trust in the Company

Create Liaison Position

Train Managers to Dance

Catch / Prevent Scandals Earlier

Address & Contain Rumors

Summary