Restoring Trust

1. Restoring Trust Todd Henrigillis Emily Hock Nicole Marquadt Dan Kelly Lattana Sanavongsay Tim Kowols

2. Agenda Tactics Strategy Audience Analysis Contextual Analysis

3. Stated Case • Restore Trust • Create a Communication Strategy Stated Case Case Facts General Assumptions Actual Case

4. 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

5. 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

6. 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

7. 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

8. 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

9. Current Communication System Current Business Structure

10. Audience Analysis • CEO • Customers • Current • Former • New • Employees • Public • Board • Investors CEO Customers Employees

11. CEO KISS Chart- ENTP CEO Customers Employees

12. CEO Planning Worksheet CEO Customers Employees

13. SMCR Model: CEO CEO Customers Employees

14. CEO Strengths & Weaknesses Clean Slate Excellent People Skills New to Company No Credibility Yet Female Perceiver CEO Customers Employees

15. Customer KISS Chart CEO Customers Employees

16. Customers Planning Worksheet CEO Customers Employees

17. SMCR Model: Customers CEO Customers Employees

18. Employee KISS Chart CEO Customers Employees

19. Employees Planning Worksheet CEO Customers Employees

20. SMCR Model: Employees CEO Customers Employees

21. Business Goals Restore Public’s Trust Customer Relations Employee Relations Communication Goals Create a Communication strategy External Internal 2-way Implement Strategy Goals

22. Strategy & Tactics Tactics Strategy

23. New Communication System Same Business Structure

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

25. 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

26. Summary • Created a new communication strategy to restore trust • Created Liaison position • Improved relations with CEO, Customers, and Employees

27. Restore Employee’s Trust in the Company Create Liaison Position Train Managers to Dance Catch / Prevent Scandals Earlier Address & Contain Rumors Summary

28. ANY QUESTIONS ?