Post by Lorna Beaton on Mar 17, 2021 11:15:19 GMT
C. Post the Communication Messages for both Staff and Participants on the Discussion Board
Scene setter: Scotland, Post-COVID. 3 months until first redundancies or service changes will happen.
Note: UK has specific redundancy processes that must be legally followed. For the purposes on this task I will focus on the spirit of the communication rather than the legalities.
*email: lorna.beaton@fedcapemployment.org for table summary of key messages, methods, venues and timelines* Sorry, could not figure out how to attach/embed excel.
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Staff First Communication – Direct reports
Core Purpose: Update on the situation, factual.
Tone: calm, supportive, sensitive. Q&A and next steps. Make yourself available over the next week as a sounding board as the message sinks in and more questions arise.
Key initial messages:
• Disappointed and saddened due to the pandemic in the next few months there will be some job losses and service reductions, difficult when you all do such a great job.
• We have time.
• Important that we remember to look after our participants, teams and ourselves during this time. This recession will not be forever, we will look after each other and work towards coming out this stronger than we went in.
• Strive to protect that great reputation you have all built. If there is new business to be found, we need to be ready to take that on.
• Initial thoughts, feelings, questions? Let me be a safe sounding board.
• Comfort break
• Get a feel for the room and respond accordingly. Some people may want to just talk ask questions some will be silent, take mental note who you may need to reach out to.
• Agree next steps i.e. when communicating to front line teams and participants. What the key messages are.
• I know I am likely to lose good people through this. Letting people go in these types of situations is never about individual’s capability to do their job. If you want to take time to consider external opportunities or explore something else with me, have any ideas on how to avoid redundancies please reach out to me.
• I do ask is that you keep this situation confidential until all those who could be directly affected have been notified.
• I respect you will need time to process this information and how you feel now you may not feel the same a week down the line but know my door is open, phone always on. EAP reminder.
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Staff First Communication - Front Line
Core Purpose: Update on the situation, factual.
Tone: Calm, supportive, sensitive. Q&A and next steps. Make yourself available over the next week as a sounding board as the message sinks in and more questions arise.
• Disappointed and saddened over the next few months due to the pandemic job losses and service reduction. Difficult when you all do such a great job.
• Nothing is happening immediately, and this is not a formal notification. This gives us some time and I will be with you throughout.
• Areas likely to be affected are xxx, xxx and xxx.
• I respect you will need time to process this information and how you feel now you may not feel the same a week down the line but know my door is open, you are not alone.
• Try and be there for each other you will need each other more than ever.
• For now, nothing changes with our service, protect that great reputation you have all built. Participants will be updated as and when we understand and agree the service changes.
• Get a feel for the room and respond accordingly. Field and encourage questions let them know its ok if they don’t at this stage and let them know door open. Some people may want to just talk ask questions some will be silent, that’s all ok but take mental note who may need to reach out to. Are there particularly vulnerable people on your team?
• EAP reminder.
--------------------------------------------------------------------------------------------------------------
Staff second communication
Core purpose: Field questions, prepare for ‘hot potatoes’. Keep people on track with service. Short- and long-term plans. Flex as and when required.
Tone: Listen, let people vent, empathy, support.
• Keep service on track, duty to the partipcant.
• I know I am likely to lose good people through this. Letting people go in this situation is never about individual’s capability to do their job. In this case it’s something out with our control.
• Share any internal opportunities or restructuring plans
• If you want to take time to consider other opportunities or explore something else with me, please reach out to me, HR or indeed EAP.
--------------------------------------------------------------------------------------------------------------
First communication - Participants
Core purpose: update on service changes
Audience: Front line deliver to participants
Tone: Listen, let people vent, empathy, support
First communication - Participants
Core purpose: formal notification of service change via letter, final sign posting to other provision where applicable.
Audience: Front line/Marketing deliver to participants
Tone: Listen, let people vent, empathy, support
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D. Then Post your Responses to the Questions Further Below on the Discussion Board
• What is the core message for the first communication? Factual about the situation.
• What is the secondary message for the first communication? We have time.
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• What is the core message for the second communication? Short to Long term plan
• What are the secondary messages for the second communication? Maintain service duty to participant.
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------
• What are the talking points for staff to convey if asked questions by program participants?
Do not communicate anything until we know what the service changes are we do not want to leave the participants not knowing wait until we have facts.
- When we know service, changes are informal updates can be given face to face to the customers at their regular appointments.
- Where applicable sign-positing to other provision should be made
- Any complaints escalate to me.
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Craft your message to program participants:
• What is the core message? Apologies, service disruptions.
• Are there any secondary messages? Specific service changes but keep you informed. Other services signposted. Patience appreciated during service disruptions.
Vehicle and Frequency of Communication:
• How frequently would you communicate to staff? email lorna.beaton@fedcapemployment.org for table summary.
• What vehicles would you use for communication? (e-mail, intranet, webinars, phone conferences) email lorna.beaton@fedcapemployment.org for table summary.
Ancillary Communication Tools:
Are there any additional resources you would include/develop for staff?
• Key messages at all stages
• Specific support to inexperienced managers
• HR involvement
• EAP
• Redundancy toolkit
• Support time off prepare/ attend interviews
• Marketing briefed re any press enquiries
• Head of Communication re any participant or stakeholder enquiries
• Formal Q&A consultation system MTH 3 via managers and HR for staff to feed into weekly, formal replies provided to all directly involved.
• Formal notice of redundancy statement (legal obligation to give in writing).
• Ensure that anyone not in attendance i.e. people on holiday, maternity leave, sick has a call from you to briefly update them.
Scene setter: Scotland, Post-COVID. 3 months until first redundancies or service changes will happen.
Note: UK has specific redundancy processes that must be legally followed. For the purposes on this task I will focus on the spirit of the communication rather than the legalities.
*email: lorna.beaton@fedcapemployment.org for table summary of key messages, methods, venues and timelines* Sorry, could not figure out how to attach/embed excel.
----------------------------------------------------------------------------------
Staff First Communication – Direct reports
Core Purpose: Update on the situation, factual.
Tone: calm, supportive, sensitive. Q&A and next steps. Make yourself available over the next week as a sounding board as the message sinks in and more questions arise.
Key initial messages:
• Disappointed and saddened due to the pandemic in the next few months there will be some job losses and service reductions, difficult when you all do such a great job.
• We have time.
• Important that we remember to look after our participants, teams and ourselves during this time. This recession will not be forever, we will look after each other and work towards coming out this stronger than we went in.
• Strive to protect that great reputation you have all built. If there is new business to be found, we need to be ready to take that on.
• Initial thoughts, feelings, questions? Let me be a safe sounding board.
• Comfort break
• Get a feel for the room and respond accordingly. Some people may want to just talk ask questions some will be silent, take mental note who you may need to reach out to.
• Agree next steps i.e. when communicating to front line teams and participants. What the key messages are.
• I know I am likely to lose good people through this. Letting people go in these types of situations is never about individual’s capability to do their job. If you want to take time to consider external opportunities or explore something else with me, have any ideas on how to avoid redundancies please reach out to me.
• I do ask is that you keep this situation confidential until all those who could be directly affected have been notified.
• I respect you will need time to process this information and how you feel now you may not feel the same a week down the line but know my door is open, phone always on. EAP reminder.
----------------------------------------------------------------------------------
Staff First Communication - Front Line
Core Purpose: Update on the situation, factual.
Tone: Calm, supportive, sensitive. Q&A and next steps. Make yourself available over the next week as a sounding board as the message sinks in and more questions arise.
• Disappointed and saddened over the next few months due to the pandemic job losses and service reduction. Difficult when you all do such a great job.
• Nothing is happening immediately, and this is not a formal notification. This gives us some time and I will be with you throughout.
• Areas likely to be affected are xxx, xxx and xxx.
• I respect you will need time to process this information and how you feel now you may not feel the same a week down the line but know my door is open, you are not alone.
• Try and be there for each other you will need each other more than ever.
• For now, nothing changes with our service, protect that great reputation you have all built. Participants will be updated as and when we understand and agree the service changes.
• Get a feel for the room and respond accordingly. Field and encourage questions let them know its ok if they don’t at this stage and let them know door open. Some people may want to just talk ask questions some will be silent, that’s all ok but take mental note who may need to reach out to. Are there particularly vulnerable people on your team?
• EAP reminder.
--------------------------------------------------------------------------------------------------------------
Staff second communication
Core purpose: Field questions, prepare for ‘hot potatoes’. Keep people on track with service. Short- and long-term plans. Flex as and when required.
Tone: Listen, let people vent, empathy, support.
• Keep service on track, duty to the partipcant.
• I know I am likely to lose good people through this. Letting people go in this situation is never about individual’s capability to do their job. In this case it’s something out with our control.
• Share any internal opportunities or restructuring plans
• If you want to take time to consider other opportunities or explore something else with me, please reach out to me, HR or indeed EAP.
--------------------------------------------------------------------------------------------------------------
First communication - Participants
Core purpose: update on service changes
Audience: Front line deliver to participants
Tone: Listen, let people vent, empathy, support
First communication - Participants
Core purpose: formal notification of service change via letter, final sign posting to other provision where applicable.
Audience: Front line/Marketing deliver to participants
Tone: Listen, let people vent, empathy, support
----------------------------------------------------------------------------------------------------------------------------------------------------------------------
D. Then Post your Responses to the Questions Further Below on the Discussion Board
• What is the core message for the first communication? Factual about the situation.
• What is the secondary message for the first communication? We have time.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------
• What is the core message for the second communication? Short to Long term plan
• What are the secondary messages for the second communication? Maintain service duty to participant.
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------
• What are the talking points for staff to convey if asked questions by program participants?
Do not communicate anything until we know what the service changes are we do not want to leave the participants not knowing wait until we have facts.
- When we know service, changes are informal updates can be given face to face to the customers at their regular appointments.
- Where applicable sign-positing to other provision should be made
- Any complaints escalate to me.
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Craft your message to program participants:
• What is the core message? Apologies, service disruptions.
• Are there any secondary messages? Specific service changes but keep you informed. Other services signposted. Patience appreciated during service disruptions.
Vehicle and Frequency of Communication:
• How frequently would you communicate to staff? email lorna.beaton@fedcapemployment.org for table summary.
• What vehicles would you use for communication? (e-mail, intranet, webinars, phone conferences) email lorna.beaton@fedcapemployment.org for table summary.
Ancillary Communication Tools:
Are there any additional resources you would include/develop for staff?
• Key messages at all stages
• Specific support to inexperienced managers
• HR involvement
• EAP
• Redundancy toolkit
• Support time off prepare/ attend interviews
• Marketing briefed re any press enquiries
• Head of Communication re any participant or stakeholder enquiries
• Formal Q&A consultation system MTH 3 via managers and HR for staff to feed into weekly, formal replies provided to all directly involved.
• Formal notice of redundancy statement (legal obligation to give in writing).
• Ensure that anyone not in attendance i.e. people on holiday, maternity leave, sick has a call from you to briefly update them.