Communication PlanMelissa PrattAET 560July 11th, 2016Natasha Spellman

AET/560

July 11th, 2016Natasha Spellman

Introduction: Honda Motor Company❏ Honda Motor Company recognizes their need to improve customer

satisfaction in order to create a loyal customer base.

❏ The change process will be used to increase customer satisfaction as

measured by employee job performance and organizational success.

❏ A comprehensive communication plan is imperative to share the

change process with employees and key stakeholders.

Communication Plan Content Launching the Communication Plan

Technology

Effectiveness and Management Response

Generating Feedback for Improvement

Addressing Negative Responses

Producing Organizational Change

Launching the Communication PlanPre Change Creating the Need

for ChangeMidstream Change

ProcessConfirming & Celebrating

Change Success

Communication plan to create dissatisfaction with current customer feedback scores to engage leadership in change.

Communication plan to invest key stakeholders, gain support for needed change, and determining steps for change. Explain the need for organizational change and share the steps for achieving change.

Communication Plan to share progress with stakeholders, identify issues or areas for adjustment, and support current organizational changes that have been implemented.

Communication plan to share success, determine further needs, and assist employees with change.

TechnologyHonda Intranet Email Supervisors Twitter Honda Wiki

Intranet is an online space that is only available to Honda employees. Through this channel, general information regarding the change can be posted to inform all employees at any level.

Email can be used to shared targeted information with specific groups within the organization.

Employees expect to hear important information from their supervisors. Information that directly impacts employees’ positions will be shared from their supervisors using their technology tool of choice.

“Enterprise microsharing can help address a dueling dilemma for organizations needing to move knowledge where people need it now and keeping information from leaking out of the organization,” (Bingham & Conner, 2010, p. 83).

Wiki’s allow the organization to compile documents and information in one place. On top of this, there is also a space to have a discussion or ask questions regarding the change. This can be used to disseminate information. (Nussbaum-beach & Ritter Hall, 2012, p. 83).

Effectives and Management ResponseCawsey, Deszca & Ingols (2012) suggest the use of responsibility

charting to track employee progress, assign tasks, and measure overall effectiveness.

Actions Responsibility

Sue Rob John Dates

Action 1 A R 7/11/16

Action 2 R S 7/15/16

Coding:

R = responsibilityA = approvalS = support

Effectiveness and Management Response❏ 360° feedback: performance feedback gathered from peers,

subordinates, supervisors, and customers. (Spector, 2013, p. 106)

❏ Communicate purpose and build commitment rather than issuing

reports and creating policies,” (Spector, 2013, p. 160)

❏ Compile data from all stakeholders. Determine what areas are

showing improvement towards the change process goals and

objectives

Gain Commitment Through CommunicationHigh Employee Commitment:

❏ Clarify organizational goals, strategy, and values

❏ Allow employees greater access to managers

❏ Create teams

❏ Share performance information widely

❏ Rely on organic rather than traditional controls

❏ Offer employees opportunities for individual development

(Spector, 2013, p. 88)

Generating Feedback for Improvement

❏ Surveys

❏ Discussion Boards

❏ Interviews

❏ Change websites

❏ Team meetings

“Good communication programs are essential to minimize the effects of rumors, to mobilize support for the change, and to sustain enthusiasm and commitment,” (Cawsey, Deszca, & Ingols, 2012, Ch. 9).

Addressing Negative Responses

❏ Respond to the resistance

❏ Gain understanding on WHY there is resistance

❏ Address concerns with employees

❏ Use leaders within the organization to support the change

❏ Listen carefully

❏ Don’t get defensive: understand others perspective and concerns

❏ Ask for time: process the true heart of the issue, develop appropriate response

(Grote, 2015)

Producing Organizational Change

ReferencesBingham, T., & Conner, M. (2010). The new social learning: A guide to transforming organizations through social media (2nd ed.). San

Francisco, CA: Barrett-Koehler Publishers, INC..

Cawsey, T. F., Deszca, G., & Ingols, C. (2012). Organizational change: An action-oriented toolkit (2nd ed.). Thousand Oaks, CA:

SAGE Publications, INC..

Grote, D. (2015, August). How to handle negative feedback. Harvard Business Review, (), . Retrieved from

https://hbr.org/2015/08/how-to-handle-negative-feedback

Nussbaum-beach, S., & Ritter Hall, L. (2012). The connected educator: Learning and leading in a digital age . Bloomington, IN:

Solution Tree Press

Spector, B. (2013). Implementing organizational change: Theory into practice (3rd ed.). Upper Saddle River, NJ: Pearson Education,

INC..