Chapter 7
Other Important Internal Announcements
“Research indicates that workers have three prime needs: Interesting work, recognition for doing a good job, and being let in on things that are going on in the company.”
—Zig Ziglar
The most challenging announcements to create and share center around difficult circumstances and negative transitions, but these announcements are critical to keeping things as calm and steady as possible. Your employees and stockholders both want and deserve to be aware of major changes before they become rumors. Hearing about change from the source is always more reassuring. When the news is unwelcome, your openness and tone will be the way to create receptivity and a positive response, from simple acceptance and understanding to inspiration.
Restructuring / Reorganization
Perfect Announcement Mindsets
Sometimes what once worked no longer does. This might be a good thing or a bad thing—better yet, it needs no label at all. Things change. If at all possible, focus on the bright side in your announcements. If the transition simply doesn’t have a bright side, be straightforward but also compassionate in how you present things. Remember that transitions can be unsettling, and put yourself in the shoes of someone who will be most affected. If you were that person, how would you want to hear the news?
When announcing mergers and acquisitions, understand that any union with another company can potentially threaten your existing workforce. Employees need as much honest information as is practicable and appropriate to share.
Restructuring may result from external forces, such as changes in market demand, the economy, or the available labor force, or from internal forces, such as retirements, vacancies caused by other factors, or a shift in company policy, mission, or direction.
In most cases, whatever the cause or result, your announcements to employees will differ from your announcements to the public.
Restructuring or reorganizing allows a company to bring a new perspective, and, often, new leadership to the fore.
Restructuring or reorganization is often received with mixed internal reviews ranging from “It’s about time!” to “Why fix what isn’t broken?”
The way you present a new plan often determines its reception.
The more inclusive you are in seeking recommendations and/or keeping people posted, the greater the opportunity for their acceptance of the change.
Phrases
“As we celebrate 20 years in business, let’s focus on a dynamic new direction to carry us through the next two decades.”
“We realize our new product line reflects a shift in our company’s overall philosophy. We appreciate your support over the years and hope you will continue to be as enthusiastic about our new direction as you have been along the way.”
“Our new services will require that all representatives attend additional training. We also need volunteers to mentor some additional team members we’ll be bringing in to help as we expand. We appreciate your flexibility and realize this will be a strain for the first few months, but we believe this change is necessary for us to survive and thrive. Thank you for your help during this challenging time of new beginnings!”
“More than a few clients have commented on our ‘old-fashioned approach to problems.’ This is a wake-up call we cannot ignore.”
“While top-down management has been our hallmark, we are eager to explore other models.”
“Our small team has functioned well during our early growth, but now we must add a new level of management.”
“In order to realize a robust bottom line, we must reinvent our image.”
“Our bank has informed us that maintaining our line of credit at its current ceiling requires us to cut expenses by 15 percent. We have two options: lower the ceiling or cut expenses. We are working to resolve this issue over the next few months and will keep you apprised.”
“Please look carefully at your department budget. First cuts must be non-personnel. Then we’ll make a decision about our options.”
“With mixed emotions, I must announce that Diad Corporation is relocating in six months to North Carolina. The excitement of the move and the potential that it offers our growing customer base and our stockholders is tempered by the realization that this action will cause the members of our company family to face difficult decisions.”
“We encourage employees to join us as we relocate. Our Human Resources staff is available to explain both relocation packages and a variety of severance options for those who cannot join us.”
Perfect Announcement Mindsets
New policies should be announced, posted, and repeated. They should be added to the company network or intranet, sent in a formal letter, and/or e-mailed. Complex rules should be explained with a presentation, whether in person, video, or virtual.
Post reminders. New habits take time.
Any repercussions for not following the rules should be clearly stated in writing. No one should be penalized for not knowing a new rule yet. Consider offering a warning instead of a penalty as people become used to the new rule.
Be fair and equitable with the warning system. If one person has been warned three times and another is written up for the first infringement, it will create unnecessary tension and bad feelings.
If safety is an issue, penalties should be immediate and firmly enforced.
Unless breaking the rule causes a serious problem, penalties aren’t always necessary.
New rules can be instituted gently, without threat of penalties, but penalties can be assigned, if necessary, if people aren’t following the rule.
Phrases
“New Cell Phone Policy: Cell phones may not be used on the sales floor. The focus on the floor is the customers!”
“Please turn off your cell phone when you come into work. Notify anyone who might have an emergency and need to reach you during work hours to call the main number. Our operators / call center / floor supervisor / store manager will find you immediately.”
“Please restrict smoking to the designated smoking area in the courtyard. When smokers leave that area, they are too close to the building and smoke comes in through the windows and becomes an indoor health hazard. We want to continue to provide an outdoor smoking area, as requested, but we will not be able to allow smoking at all on the premises if anyone continues to smoke near the building.”
“Reminder: The parking area in front of the building is for clients only. Please park in the back lot. Thank you.”
“Warning: Cars without visible parking tags will be TOWED as of Monday, March 18. Please make sure your sticker is placed visibly in your windshield. If you need a replacement tag, please go to the main office this week before the new policy goes into effect. We’re sorry for the inconvenience, but too many people use our lot for free parking while they go elsewhere, and they’re taking spots meant for you and for our customers. Thank you for your cooperation.”
“Dress code: We love casual comfort, but some have gone beyond business casual. Let’s put the ‘business’ back in ‘business casual,’ which doesn’t include jeans, baseball caps, sweatpants, sweatshirts, or T-shirts.”
“Please read and sign your copy of our new Computer Use Policy. We need to know that everyone understands the new rules regarding downloading files, installation of software, confidentiality, prohibited use, and disciplinary action. Thank you for your cooperation.”
“Business Expense Reminder: The company will continue to reimburse employees for business and travel expenses, but please remember that our accountants cannot allow estimates; you must submit receipts for all expenses.”
“New Drug and Alcohol Policy: Due to recent events, we’re strengthening our drug and alcohol policy for the benefit of our employees and customers. Any employee involved in the unlawful use, sale, manufacturing, dispensing, or possession of controlled substances, illicit drugs, or alcohol on LOV premises or worksites, or working under the influence of such substances, will be subject to disciplinary action up to and including dismissal and referral for prosecution.”
“Telecommuting Reminder: Telecommuting requires being reachable! Working off-site is fine, but remember our telecommuting guidelines. If any employee does not follow these guidelines, we will no longer be able to afford the telecommuting option to that person. Our telecommuting program was developed at your request. Let’s work together to make it a success!”
Perfect Announcement Mindsets
Many companies hire people to represent them on social networking sites. Many CEOs and company representatives also blog, tweet, and link themselves.
Unfortunately, some exuberant employees will write online about or represent your company in ways you wouldn’t want them to.
Without clearly announced guidelines, employees may defend the company in inappropriate ways, use foul language while representing your company, or use deceptive practices either for the perceived good of the company or for personal gain.
Everyone needs to know that faked comments or reviews are not acceptable.
Confidentiality agreements used to need less attention than they do now. People were less likely to break them over dinner with friends than they are now to pop company matters out online with hardly a second thought or, worse, to post under an assumed name. Anonymity online leads to surprising behaviors: don’t be surprised!
Clear guidelines for social media representation are essential. Employees should have these rules in writing and know how important they are, why they’re in place, and what the consequences will be if they are broken.
The big social networking sites may be great for big exposure, but some targeted sites might be as useful or more so for your purposes.
You may or may not have policies that address employee conduct on social networking sites, and you may or may not (with legal counsel) address what employees post when not directly associating themselves with your name, but it’s imperative to address how they conduct themselves when associated with your name or referring to you in any way—even under other names.
Phrases
“If you write anything about the XY Company, you must fully disclose your identity and employment with us.”
“Please do not, under any name, insult our competition. Your credibility will be questioned, and so will ours.”
“If you state an opinion in regard to X Company or our industry, clarify that this is your personal opinion. We would never ask you not to express your personal opinion, but it must be absolutely clear that a personal statement does not speak for the company. Too often people take personal statements as company announcements.”
“Never, in any social media where you post anything about our company or your name is linked with us, use profanity, disrespectful language, or dishonest practices.”
“We have had a breach of confidentiality online. Remember that all rules of confidentiality still apply online, even though social networking seems so casual. No matter what you’re communicating about, be vigilant not to refer to clients, and do not disclose sensitive information. Breaking these rules will result in immediate dismissal. We appreciate the excitement our employees have for the company. At the same time, we must all keep to the Code of Cyber Contact that is posted online. Thank you for your cooperation.”
“We appreciate that our employees are so proactive in spreading our good news! We ask that you please remember, at all times, our rules of full identity disclosure, cyber civility, and company confidentiality. Thank you for all that you do!”
“We do not allow use of personal social networking sites during work time, but anyone is welcome to go to our business networking site and add comments, as long as it does not distract from other priorities. We all know how addictive those sites can be!”
“Remember, whether you comment during or after work hours, you are still a representative of the company and required to follow all guidelines.”
“Please review and sign our social networking guidelines so that we know you’ve read them and agree to comply. If you have any questions, we’ll be happy to answer them. Though we trust each of you, these guidelines are necessary for any company, even with the most trusted employees. Thank you for your cooperation.”
“We see worth in social media and appreciate the valuable team member contributions in our name; however, too much time is lost to online posting. We would like to maintain a loose policy, but we all need to do a good job of self-monitoring so we can have the advantages without a negative impact. Otherwise, we’ll have to engage formal policies. Thanks for all you do to make this workplace both fun and productive.”
Perfect Announcement Mindsets
Specific company problems—financial issues, recalls, scandal, or the appearance of scandal—affect employees. During a crisis, assure employees that while you know that this will be a stressful time for everyone, you appreciate their calm, empathetic assistance to customers and their focus on customer care, even under the most trying circumstances.
Employees should be coached in how to handle each complaint, no matter how rude or irate the caller, with sensitivity and understanding. Make it clear to all employees that if customers become abusive, they should be politely referred to a supervisor.
Employees relate to the company; company problems—whether or not they directly impact employees—still affect them.
Difficult economic times affect most businesses. Sometimes the negative is the most important news, and a positive spin would seem thoughtless. But put a positive light on announcements whenever possible and appropriate. There are, however, times when tough realities call for tough announcements. In a bad economy, it’s easy to be open about your situation because so much of the country is in the same boat.
Clients and customers will feel employee discomfort, even when employees try hard to put on a good face.
Provide small incentives and rewards if you can to raise morale during tough times.
Assure all employees that management shares their concerns and is there to help everyone through the difficult situation.
Use humor—when appropriate, of course—to lighten the mood. Use it liberally and encourage it. Laughter isn’t a sign of goofing off. It’s a healthy sign that people are feeling lively. This is good for the personal wellness of your team and their effectiveness on the job, too.
When employee morale is low, when hours are tough and money is tight, take the three most powerful no-cost actions for raising morale: (1) Listen. (2) Empathize. (3) Care.
Phrases
“Customers who call will be angry and upset about the recall. Please stay calm, understanding, and polite. Explain the situation and necessary procedures. Should customers not be satisfied with your response, please refer them to your supervisor.”
“Our practice of annual salary increases beyond cost-of-living adjustments has always been the result of sharing the fruits of a good year. We appreciate your understanding that, as we get through this difficult year, we only can offer this base increase. Between our belt-tightening and your exemplary work, we expect to share in strong profits again in the coming year.”
“We know how disappointing it is not to get the bonus you deserve. We are doing our best to avoid layoffs, so we hope that you understand our position and that we sincerely wish we could give those bonuses to you.”
“Our goal is to keep our entire staff employed during these challenging times. We value each and every one of you and the talents you bring to the team.”
“Unfortunately, good years have been scarce recently, but we are pleased that we are able to maintain cost-of-living increases this year.”
“In keeping with the times of carefully watching costs while still enjoying time with workplace friends and colleagues, our annual company luncheon will be at Roma’s Pizza this year.”
“As a small contribution to the economic stimulus, we include a gift certificate to Depp’s Department Store with every paycheck. Happy shopping!”
“Although we cannot increase paychecks right now, we can ease your stress by giving you a paid three-day weekend during July or August. Please schedule your chosen date with Personnel.”
“I’m sure everyone understands that overtime is not an option for the next several months. By eliminating this growing expense, we can maintain our current staff.”
“In order to minimize our employees’ out-of-pocket costs this month, we are instituting Monday lunches in. We will provide food from Corner Feasts.”
“We realize these are difficult times for everyone. Our wellness partners are available to counsel anyone here at no cost to you. We care about your well-being and want to do what we can to help you and your families.”
“We realize that everyone has seen the news. Our outspoken CEO has ruffled some feathers. As we work on damage control, we ask everyone to stay focused on our customers and on doing the best job we can. When customers ask, please say that you’re not able to comment on his statements and politely return to business. It may take a few tries. We appreciate your extra efforts during this time.”
“We’re instituting 10:00 A.M. fun breaks. Anyone who wants to meet in the cafeteria for a 15-minute fun break, bring quotes, jokes, or poems. Everyone will have a chance to share at least one thing, and no one needs to share who does not wish to. You can come just to listen, laugh, and smile. There are only two rules: (1) nothing should be shared that could be offensive to anyone, and (2) items should be uplifting, funny, or inspiring.”
Perfect Announcement Mindsets
Sometimes the decision to lay off employees is necessary for a business to survive. Announcements of layoffs should be extremely sensitive in their tone and phrasing.
Just as all change has a ripple effect, so do all layoffs. When layoffs are inevitable, recognize the impact on your entire staff.
Those spared by what may be seen as “round one” will be nervously waiting for the next announcement.
Even those who are not laid off are affected. A leaner workforce means a larger workload for those who remain.
Anticipate and address frustration caused by all of these factors. Be honest; be fair.
In hard times, it’s natural to feel sadness and fear, and these feelings shouldn’t be undermined. Don’t announce the positive or express a positive, hopeful tone about the future without first genuinely empathizing and letting emotions, which are natural and necessary, settle down.
Many companies have taken creative approaches to avoiding layoffs, such as requesting that workers accept unpaid furloughs. Some employees may be willing to make a sacrifice not only to save their jobs but also the team until the company is on more solid ground.
Phrases
“We anticipate that within six months we will be able to carry our full workforce.”
“In order to keep everyone employed during this temporary, but serious, dip in income, we will hold a meeting at 8:30 A.M. to discuss options.”
“Even in light of recent changes in management and staff, I’m pleased to see that our company’s sense of team is alive and well.”
“With sincere apologies, I must announce to our top management team that after 40 years in business, LMN must cut staff for the first time.”
“We are holding a management team meeting to determine how to recover from the impact of the economic downturn. We will look at all possible options. Our worst-case scenario, if we can solve the problem no other way, will be reducing staff by 5 percent. We value our entire team and hope that we will not have to lose any of you.”
“Before we approach the sensitive subject of layoffs, let’s look at our current staff and projected retirement dates.”
“I want to extend my gratitude to each member of this team for agreeing to take one week of unpaid vacation time to avoid letting anyone go. Thank you. Although this is a difficult time, I know our team will come through stronger than ever.”
“As you all know, in recent weeks we’ve cut staff by 5 percent. This was a difficult decision for this company, and we wish we could have kept everyone on. Those who have left will be missed. I know that our remaining team is poised to carry us through these challenging times. Thank you.”
Perfect Announcement Mindsets
Safety is a broad umbrella that covers emergency procedures, protective gear, well-maintained equipment, clearly stated guidelines for acceptable behavior, clear consequences for not following these guidelines, and a reasonable process for both reporting and appeals.
Encourage open communication about a safe work environment.
Establish an open-door policy for questions, concerns, and complaints.
Provide clear guidelines for a positive, respectful, and safe workplace, and announce a zero-tolerance policy for behavior counter to the guidelines.
Be proactive. Address any behavior that does not support a safe work environment.
Educate employees about the critical necessity of following safety procedures and of reporting safety concerns and violations.
Provide a simple, easy-access policy for reporting incidents of harassment, intimidation, and other disruptive or threatening behavior.
Workplace safety includes heath measures, personal hygiene standards, and a healthful environment.
Safety protocols should be in place for natural disasters, and employees should be informed of them from the start. They should also be reminded of the protocols when a danger is in sight. Because those issues won’t come up often, employees may not remember procedures. People can also easily forget things when under stress.
In the wake of natural disasters, things may take a while to return to normal. People may have serious damage to their own or loved ones’ homes, and utilities in some areas may not be back on as quickly as they are in your office. Employees are shaken and may also be dealing with injuries to themselves or family members.
Urge extreme caution if your business is reopening while there are still reports of floods, downed wires, broken traffic lights, or trees and debris in the road.
Set safety standards and announce, with thanks to all, when they have been met.
Phrases
“Safety Check: Every employee must wear safety goggles when working in, stopping by, or walking through the manufacturing area. No exceptions!”
“Everyone is required to read and follow our computer safety and ergonomic guidelines.”
“Cardo Company has a Zero-Tolerance Policy for abusive language or behavior. Should you have any doubt about whether a specific behavior or language use falls under Zero-Tolerance, assume that it does. This may result in discipline, suspension, or termination. Don’t risk it!”
“Our Safety Promise to You: At J&L Corp, all employees shall be safe from any language or behavior that threatens or demeans or causes anyone to feel unsafe here in any way. We will not allow threats, assault, bullying, intimidation, offensive humor, or harassment of any kind. Please report anyone in this company who violates this promise.”
“We do not allow jokes that could be insulting to anyone based on race, ethnicity, or gender. Ethnic jokes within ethnic groups are no more acceptable here than ethnic jokes about other groups. We need one clear standard. We all love a good laugh, but respect isn’t a joke.”
“All employees are required to attend the following seminars: Preventing Sexual Harassment in the Workplace; Workplace Bullying: The Hazards and Solutions; and Cross-Cultural Awareness.”
“As winter approaches, we urge all employees to review the weather emergency protocols in your Information Packets and on our internal website.”
“In keeping with the local fire code, we will have a fire drill on Thursday at 2:00 P.M. Please treat this like an actual emergency.”
“The forecast for tomorrow is unquestionably severe. We will not be open for business tomorrow. Please call or e-mail any clients or vendors with whom you have on-site appointments scheduled and reschedule their visits.”
“Because our air-conditioning system cannot be repaired until tomorrow, we are closing at 1:00 P.M. today.”
“Hurricane reports are often exaggerated, but we cannot ignore them. Please listen to the early morning weather report and check our website before leaving for work. Our emergency phone will also be attended from closing today through closing tomorrow and beyond if necessary. As long as the phone lines are up, you can reach us.”
“Because of the threat of a serious storm, please bring your work home with you if you are scheduled to work on the Sensor presentation. We may have to work virtually, but we have to complete this project on time.”
“Following safety regulations is mandatory. We value your safety. Please do the same!”
“Zero accidents is our goal. Submit your idea for safety improvement. The company president will host a luncheon for all who submit viable solutions.”
“NCK Industries is proud to announce another year of meeting our goal of zero safety incidents. We strive to meet this goal every day and thank our entire team for taking an active role in the ongoing creation and refinement of safety processes, their adherence to safety regulations, and their commitment to keeping NCK a safe, healthy work environment.”
Performance Reviews and Feedback
Perfect Announcement Mindsets
We all want to know how we’re doing. Sometimes we think we know—and we’re incorrect.
Putting feedback in a framework helps employees, management, and business owners.
Your company is never too small for a feedback process.
Ongoing feedback helps everyone avoid unpleasant surprises.
A clearly articulated process helps prevent perceptions of persecution, protects fairness, and helps people know how to do their best.
If your process is a traditional one of top-down, one-to-one feedback, these sessions will be scheduled individually, but you can still announce to everyone the time frame and put out a positive announcement to ease tensions and fears as the time approaches.
If you implement a 360-degree feedback process, promoting input from multiple sources, regular announcements will help to keep everyone on track and remind people of the guidelines.
If you have two-way feedback—manager to employee and employee to manager—the manager might consider announcing feedback that was given to him or her or to the company and be open about the process of making changes.
Feedback forums are another useful form of feedback. Forums can be in person or online, but they shouldn’t replace the more personal process that gives direct feedback to individuals.
Any kind of feedback should be accompanied by follow-up.
Phrases
“Performance reviews will be conducted during the first week of April. Performance reviews are a great way for us to give you the positive feedback you deserve, answer any questions you have, and offer assistance and advice in any area that may be difficult for you. We offer performance reviews to better support you as we all continue to work and grow together.”
“Performance reviews ensure that we are all staying on track. We encourage you to bring your feedback and concerns about the company. Constructive feedback can help us all do our best.”
“In keeping with our Employee Performance Review process, all managers are required to submit their appraisal conference schedules to HR.”
“Our annual Employee Evaluation process begins this month. Once again, I remind all staff that the purpose of these evaluations is support and performance improvement.”
“In order to ensure that our three-person office continues to function at peak performance, I am initiating a 360-degree performance review process. Let’s meet to discuss what that means to each of us and to our company.”
“In keeping with our policy of continuous improvement, we will conduct feedback sessions next month.”
“Our goal of seamless delivery of services requires interdepartmental understanding of our processes and challenges. With this in mind, we will have a series of interdepartmental feedback sessions next week.”
“We are launching our annual, company-wide 360-degree feedback initiative. We ask all department managers to pick up or download packets for their staff by October 1.”
“Our formal performance improvement process is wrapping up. Thank you for your contributions to the process!”
“We thank you for listening to our feedback and developing plans to follow through with positive actions. We also thank you for sharing your thoughts, and we listened, too. We heard a number of concerns about the equipment breakdowns and will be looking into resolving these issues.”
“Ongoing feedback and coaching is for the benefit and success of both employees and the company as a whole. Let’s continue to learn and grow together!”
Perfect Announcement Mindsets
Customer service initiatives should involve ongoing announcements and reminders. Even when outstanding customer service is taught, modeled, encouraged, and cheered, motivational announcements from time to time serve to reinforce their importance.
Even with the most customer-friendly staff, anyone can have a bad day, and everyone can use a friendly reminder now and then.
When a customer complains about an issue, an announcement restating policy should be made.
When great customer feedback comes, announce your appreciation.
Whether employees come in direct contact with clients and customers regularly or not, everyone should be conscious of always creating the best customer experience possible.
Every employee should know how to deal with customers who are upset. They should also be empowered to deal with issues that arise on a regular basis and know when to forward customers to a manager or another department.
Employees must be prepared to deal with angry customers, but they should know that they can draw the line at foul language.
Employees who feel trusted, valued, and empowered are eager to do a great job and do their best to offer outstanding customer service. Make sure your employees have the training they need and open channels to ask questions.
Phrases
“The customer is not always right, but the customer is still the customer—not only that, the customer is a human being who wants to feel that someone cares.”
“When customers are upset, do three things: (1) Listen. (2) Validate. (3) Empathize. You can only calm the situation, solve the problem, and even turn it into a positive outcome if you take these first three steps.”
“Announcing our Service Award Contest. At the end of each month, we will look at customer service ratings and write-in comments and reward our Top Service Star for the month. We will also take into account our interactions with customers and difficult issues. We know it isn’t always easy, and we appreciate your patience and your spirit of service!”
“Because our customers have been sharing so much positive feedback, we’re going to make a customer feedback page on the website. Where your name is used with thanks and appreciation, it will be linked to your profile page so that others will see the great work that you do.”
“Do you know . . .? None of us has all the answers, but if you feel unable to fulfill certain customer requests or if you wish you were better informed on some things customers ask about, bring your questions to Friday morning’s meeting. Our focus will be customer care. Bring your suggestions, too, for how to enhance our service for even better customer care.”
“We had a customer service incident over a $10 coupon recently, and the manager could not be reached to handle the situation. As a result, we are coming up with a new system to empower everyone to respond proactively to complaints and disputes within certain amounts. We welcome your input at a meeting to discuss and refine policies on April 11 at 10:00 A.M.”
“Customer care is our number one goal. Selling our products and services is number two. If we keep customer service in the forefront of our minds, we will naturally sell more.”
“Our customer surveys consistently show that our customer service initiatives are working. We thank you for taking our philosophy and putting it into actions that make all the difference for our customers and our company. Thank you!”
“Our new system is difficult for clients to understand. Let’s hold a meeting to share ideas, responses, and troubleshooting tricks.”
“Even the most difficult situations can be turned around. Go beyond resolving the issue to restoring customer satisfaction and confidence!”
“NSA is committed to outstanding customer care, and we have just the team to meet that commitment!”