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Communication Strategy CEO Resignation
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Communication Strategy: CEO Resignation
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Background
After a successful four-year run as CEO, Samantha Jones has decided to resign, effective the end of the calendar year. She was not asked to resign, but has had a series of family emergencies and needs to spend time with family and move to less demanding job. Company Board of Directors reluctantly accepted her resignation.
Audiences
The following audiences should hear messaging about this development:
Shareholders
Subsidiary leadership
Employees
Business partners
Local, State, and National political leaders
Media
Timing
Messages should go out starting the week of September 4th. We live in a small state and our sector is a unique, familiar business segment. Therefore, it is important to drive the message and get information out quickly, rather than react to it at a later time. Jones is inclined to over-disclose personal information to ensure that audiences know that this will be a smooth transition. Once we make a public announcement company will need to be prepared to move quickly.
We suggest the following outreach order (all times are Alaska Standard Time):
Week of Aug 28thSubsidiary leadership and Direct Reports to the CEO
Sept 5th at 9:00 AMCompany Employees
Sept 5th at 9:30 AMSubsidiary Employees (through subsidiary leadership)
Sept 5th at 1:00 PMLocal, State and National political leaders & in-region leaders
Sept 5th at 3:00 PMShareholders
Sept 6th at 10:00 AM Business partners
Sept 8th at 9:00 AMMedia Press Release
Audience Outreach
The remainder of this plan describes how to reach the audience, when to reach them, and what to say.
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COMMUNICATION PLAN: SUBSIDIARY PRESIDENTS/CEOS &
NON-EXECUTIVE DIRECT REPORTS
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How: Call from Jones
When: The week of August 28th
Talking points:
I have resigned from my position, effective the end of the calendar year.
Like many of our shareholders and staff, I have aging parents whose health has declined in the last year. I don’t have siblings so it falls on my shoulders to care for my parents. I need to relocate to the Lower 48 to be near my parents, and dramatically decrease my travel and workload so I can take care of them.
The Board has reluctantly accepted by resignation.
Company is a profitable, strong, secure company.
Joe Smith will serve as interim CEO (likely between 18-30 months) and remain as Board Chairman. In his role, Joe will oversee lower 48 subsidiary operations.
Sean Anderson will be President. She will oversee day-to-day Alaska operations.
The Board and Staff are aligned and there will be no major changes. Your business unit is successful, and we want you stay that way.
Are there customers you would like me to reach out too/do you need language for those calls?
We will be sending you suggested language for your employees.
Please feel free to call me if any questions arise.
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COMMUNICATION PLAN: COMPANY EMPLOYEES
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How: Email from Jones followed by an immediate “reply all” email from Smith
When: Tuesday, September 5th at 9 AM
From: Jones
To: Company Employees
Email Subject Line: CEO resignation
Dear Company Employees,
It is with great sadness that I am resigning as Companies CEO, effective the end of the calendar year. Like many of you, I have aging parents whose health has declined in the last year. I don’t have siblings so it falls on my shoulders to care for my parents. I need to relocate to the Lower 48 to be near my parents, and dramatically decrease my travel and workload so I can take care of them. It is bittersweet, as companies’ employees have become my second family over the course of my time as CEO.
I am enormously proud of what our Board, executive team and staff have built. We, the company team have created four straight years of profitable growth and developed opportunities to continue that trajectory. It is an exciting time for our Shareholders and employees, as company is well-positioned for additional growth and profitability in the future. I have no doubt that this future will be realized.
To ensure a smooth transition and continuity in leadership, long-time company Board member Smith will serve as interim CEO (likely between 18-30 months) and remain Board Chairman. In his role, Smith will supervise lower 48 subsidiary operations from his office in North Dakota. He is uniquely positioned to continue moving our Corporation forward. He has done the job before – successfully leading the financial turnaround as interim CEO five years ago.
Anderson will serve as President, effective immediately. In this role, she will oversee day-to-day Alaska operations and report to the CEO. Anderson understands the Region, the needs of our Shareholders, our community and our corporate business model. I am confident that she will continue our business success and help the Corporation realize its goals.
I will be here through the end of the calendar year. During this time, I will be working closely with Smith and Anderson to ensure a smooth transition of all duties. Of course, I will always be a friend to each of you and will be here to lend a helping hand whenever it’s needed.
Warmly,
Samantha
From: Smith
TO: Company Employees
Email Subject Line: Company CEO resignation
Dear Company Employees,
It is with a heavy heart and sincere reluctance that I accepted Samantha’s resignation on behalf of the company Board. She has moved us forward as a business with her intellect, strategic mind and her ability to continue our profitable growth and opportunities for Shareholder benefits. I want to thank Samantha for her dedication and commitment to our Corporation. Her leadership leaves us a strong, secure company well-positioned for additional growth in the future.
Company is an exceptional organization with wonderful employees, a strong executive team, and a capable board of directors. While no single person makes a company great, each person has left a mark. There is no doubt in my mind that Smith has helped make us a better company. Like you, I hope she stays connected to all of us as she will always be considered a part of our Company family.
While I will miss Samantha greatly, I’m confident Anderson and I will make a great team. I look forward to working with each of you in the coming months.
Sincerely,
Joe
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COMMUNICATION PLAN: SUBSIDIARY EMPLOYEES
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How: Email from Subsidiary President/CEO to Subsidiary Employees
When: Tuesday, September 5th at 9:30 AM (AST)
From: Subsidiary President/CEO
To: Subsidiary Employees
Email Subject Line: Company CEO resignation
Dear staff,
Company’s CEO Samantha Jones resigned, effective the end of the calendar year. Like many of us, Samantha has aging parents who need additional support. Unfortunately, Samantha has to reduce her workload and relocate to the Lower 48 so that she can care for her parents. While she will be greatly missed, I’m glad that she is putting family first and making sure her parents have the support they need during this difficult time.
Company’s Board of Directors and leadership team are saddened to see Samantha leave and celebrate her significant contributions to Company’s vision and profitability during her time as CEO. Personally, I have enjoyed working with Samantha and thank her for the positive impact she has had on ____ [name of subsidiary]. Long-time Company Board Chairman Joe Smith will serve as interim Company CEO and Shas been named President. Joe will support lower 48 subsidiary operations and Sean will run the day-to-day Alaska operations.
Company and ____ [name of subsidiary] are strong, secure companies. We do not anticipate any immediate changes to ____ [name of subsidiary], our internal operations, nor long term impacts. Please feel free to reach out to me if you have any questions.
Sincerely,
Sub President/CEO
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COMMUNICATION PLAN: LOCAL, STATE, AND NATIONAL POLITICAL LEADERS
& IN-REGION LEADERS
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How: Calls from Tom Panamaroff & Sean Anderson
When: Tuesday, September 5th at 1:00 PM
Talking points:
Samantha Jones has resigned as Company’s CEO.
Samantha Jones was not asked to resign, her resignation was reluctantly accepted.
Like many of our shareholders and staff, Samantha Jones has aging parents whose health has declined in the last year. She doesn’t have siblings so it falls on her shoulders to care for her parents. She needs to relocate to the Lower 48 to be near her parents, and dramatically decrease her travel and workload so she can take care of them.
The Board has reluctantly accepted her resignation.
Company is a profitable, strong, secure company.
Company has a strong Executive Team and Board.
This is not an abrupt transition so we have plenty of time to develop a strong leadership / succession plan and Samantha will be with Company through the end of the year to assist in that planning.
The Board and Staff are aligned and there will be no major changes.
Joe Smith will serve as interim CEO (likely between 18-30 months) and remain as Board Chairman. In his role, Joe will oversee lower 48 subsidiary operations.
Sean Anderson will be President. She will oversee day-to-day Alaska operations.
We value your partnership so wanted to let you know.
Please feel free to call me if any questions arise.
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COMMUNICATION PLAN: SHAREHOLDERS
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How: E-Blast from Samantha Jones followed by an immediate e-blast from Joe Smith
When: Tuesday, September 5th at 3:00 PM
From: Samantha Jones
To: Shareholder e-blast
Email Subject Line: Company CEO resignation
Dear Shareholders,
It is with great sadness that I am resigning as Company’s CEO, effective the end of the calendar year. Like many of you, I have aging parents. Unfortunately, my parent’s health has declined in the last year. I don’t have siblings so it falls on my shoulders to care for them. I need to relocate to the Lower 48 to be near my parents, and dramatically decrease my travel and workload so I can take care of them. It is bittersweet, as Company’s Shareholders and employees have become my second family over the course of my time as CEO.
I have many fond memories of my time with Company. Thank you to the Board of Directors, staff, and Shareholders for making my time with Company memorable. I will miss you all very much.
I am enormously proud of what our Board, executive team and staff have built. We, the Company team have created 4 straight years of profitable growth and developed opportunities to continue that trajectory. It is an exciting time for our Shareholders and employees, as COMPANY is well-positioned for additional growth and profitability in the future. I have no doubt that this future will be realized.
To ensure a smooth transition and continuity in leadership, long-time COMPANY Board member Joe Smith will serve as interim CEO (likely between 18-30 months) and remain Board Chairman. In his role, Joe will supervise lower 48 subsidiary operations from his office in North Carolina. Joe is uniquely positioned to continue moving our Corporation forward. He has done the job before – successfully leading the COMPANY financial turnaround as interim CEO five years ago.
Sean Anderson will serve as President, effective immediately. In this role, she will oversee day-to-day Alaska operations and report to the CEO. Sean understands the COMPANY Region, the needs of our Shareholders, and the COMPANY business model. I am confident that she will continue COMPANY’s business success and help the Corporation realize its Alaska goals.
And, of course, I will be here through the end of the calendar year, working closely with Joe and Sean, to assure a smooth transition. Most importantly, I will always be a friend of COMPANY and will be here to lend a helping hand whenever it’s needed.
Sincerely,
Samantha Jones
From: Joe Smith
To: Shareholder e-blast
Email Subject Line: COMPANY CEO resignation
Dear Fellow Shareholders,
It is with a heavy heart and sincere reluctance that I accepted Samantha Jones’ resignation as COMPANY’s CEO on behalf of the Board. She has moved us forward as a business with her intellect, strategic mind and her ability to continue our profitable growth and opportunities for Shareholder benefits. I want to thank Samantha for her dedication and commitment to our Corporation. We hope she stays connected as she is a part of our COMPANY family. Her leadership leaves us a strong, secure company well-positioned for additional growth.
COMPANY is an exceptional organization with wonderful employees, a strong executive team, and a capable board of directors. While no single person makes a company great, each person leaves a mark on COMPANY. There is no doubt in my mind that Samantha has helped make COMPANY a better company. She will be missed and we wish her and her family the best.
While I will miss Samantha greatly, I’m confident Sean and I will make a great team. I look forward to serving our Shareholders in the coming months.
Joe Smith Chairman, COMPANY, Inc. Board of Directors
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COMMUNICATION PLAN: BUSINESS PARTNERS
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How: Calls from Samantha Jones, Smith , Subsidiary Presidents as appropriate
[The Executive Team will develop a list of all partners: names by who calls each one]
When: Wednesday, September 6th at 10:00 AM
Talking points:
Samantha Jones (I) (sub Pres) have resigned.
Samantha (I) have aging parents whose health has declined in the last year. Samantha (I) doesn’t have siblings so it falls on her (my) shoulders to care for her (my) parents. Samantha (I) needs to relocate to the Lower 48 to be near her (my) parents, and dramatically decrease her (my) travel and workload so she (I) can take care of them.
Samantha (I) will be at COMPANY through the end of the calendar year to ensure a smooth transition.
Samantha ’s (my) resignation was reluctantly accepted.
Company is a profitable, strong, secure company.
The Board and Staff are aligned and there will be no major changes.
Smith will serve as interim CEO (likely between 18-30 months) and remain as Board Chairman. In his role, Joe will oversee lower 48 subsidiary operations.
Anderson will be President. She will oversee day-to-day Alaska operations.
We value your business/partnership so wanted to let you know.
Please feel free to call Smith (Me) if any questions arise.
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COMMUNICATION PLAN: MEDIA
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How: Press release
When: Friday, September 8th
Suggested language:
Highlight COMPANY stability.
Process in flux, board and staff stable.
Strong, profitable future.
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ADDITIONAL TALKING POINTS
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COMPANY will be moving forward with the following management structure for the next several months:
Joe Smith will be named interim CEO (likely between 18-30 months) and remain as Board Chairman
Sean Anderson will be named President
The COMPANY Board and Senior Leadership Team agree this is the best way forward
We have a strong, stable, profitable business that is running well
While there are some management changes, continuity will be maintained as we believe it will provide the best short and long term value for our Shareholders
Naming a new CEO in the short term could slow or halt much of COMPANY’s forward momentum for the long term
We have an opportunity to identify and train qualified COMPANY Shareholders for Senior Leadership Team and Board roles (CEO, General Counsel, Board Chair)
Joe Smith is the right choice to guide COMPANY as CEO over the next several months
He is uniquely positioned to continue moving our company forward. He has done the job and helped jump start the COMPANY financial turnaround as interim CEO five years ago
Joe knows the job and the COMPANY Business inside and out
He knows the direction COMPANY is moving and can keep the forward momentum going
Joe will not apply for the permanent position, due to his need to lead other business opportunities
The Board will consider internal and external candidates prior to the end of Joe’s interim term, and ensure overlap for a smooth transition to find a well-qualified leader for the job
Shareholder candidates will be strongly urged to apply
Sean Anderson has the experience and professional and educational background to take on the role of President for COMPANY. She was born on Kodiak Island and is a COMPANY Shareholder
She understands the COMPANY Region, Alaska, the and the COMPANY business model, which presents a unique mix of attributes that will help run COMPANY’s day to day Alaska operations, continue business success, and strategically plan for the future
Sean has 17 years of experience serving COMPANY Shareholders and various leadership roles.
She will work closely with Joe to assure short term success and long term continuity
She will be working with Alaska and Kodiak staff regularly
Joe serving and Chairman and Interim CEO
Continuity is a key to maintaining business growth
Only two (2) present Company Board members have served more than 2 years
The remaining six (6) Board members have only one to two years under their belts
Joe has served on the Board for 13 years, and as Chairman for the last five (5) years
Joe has two (2) years left on his current term
Joe can mentor Board members who may take on Chairman role in the next couple years
Company’s Board is distributing Chairman authorities to other officer positions to match governance best practices
ONLY IF ASKED
General Counsel Transition
We wish JESS JOHNSON the best in her new adventure. We hoped she would continue with us on the Company journey, but she has other opportunities she’d like to pursue.
We will be working with the Senior Leadership Team and the Board to find a replacement, looking first at potential shareholders.
Communication Skills
Communication Skills
Student’s Name
Date
Institutional Affiliation
Quality of communication
The quality of communication in this scenario is poor. There is a breakdown of communication between the patients, patient access staff, and the coordinator because there lacks clarity. For instance, a receptionist points out that the patient contact software is not working as it should; however, the coordinator ignores this direct statement. In addition, there lacks communication clarity between the patients and the practice as patients must call the facility to confirm their appointments, further proof that the existing patient contact software is not working. Also, based on the coordinator’s feedback, it is apparent that there is a communication breakdown between patients and the medical practice as the IT specialists found 893 unopened patient messages.
Type of Conflict
The conflict witnessed is a person vs. person conflict. The coordinator has conflict with the patient access staff.
How Defensive Climate Affects Team Members
The communication interactions between the patient access staff and the coordinator are defensive; hence there are elements of control and evaluation. Evaluation involves assigning blame, and it is evident when the scheduler tells the coordinator that it is about time she becomes part of the solution. Allocating blame results in resentment and anger, emotions evident when the coordinator quips that emotions and passion should be evident in every staff member. Control is evident in the way the coordinator ignores the direct statements of the other staff members and instead comes up with a different strategy of solving the problem. Based on the conversation between the coordinator and the other staff members, it is apparent that a defensive communication climate only results in conflict escalation, thus further resulting in communication breakdown, a factor that will further hinder open communication and collaborations in the future (Gibb, 2020).
Strategies To Resolve Conflict and Create Supportive Climate
To resolve conflict, the manager should use the strategery of compromise. The manager should first ensure that the entire team meets and agrees to talk formally to solve the conflict. They can then discuss a better scheduling protocol and make concessions hence establishing a common ground to come up with better alternatives for the existing scheduling protocol. Other concessions that can be made include determining the person responsible for the daily task for checking and replying to patients’ messages. Lastly, they should then address any lingering differences. Compromise is an effective strategy of conflict resolution as existing differences are not only addressed, but concessions also allow the development of mutually acceptable results (Chan, 2014). Moreover, the willingness to compromise creates a supportive communication climate.
Strategies To Improve Communication and Collaboration Between The Team Members
To improve communication and collaboration, the manager should actively listen to the entire team, ensuring that everyone feels heard and their opinions are important. The manager should also show compassion to all team members. Compassion enables the manager to understand everyone’s feelings hence understand their views and create positive rapport. Lastly, the manager should promote team-building activities that foster communication between team members and enable all team members to build strong and positive relationships with each other.
How The Manager Can Measure the Performance Of The Team
To measure the team’s performance, the manager can use the 360-degree feedback tool. This tool requires that team members determine whether they are meeting their goals, thus providing a wide perspective on the team’s performance. The manager can also use a graphic rating scale to provide a clear picture of the teams’ performance. Other tools of measuring performance include management by objectives. This tool allows the team and the manager to create a list of goals and set up timelines (Antoni, 2005). The ability to meet objectives within the intended timeline is an indicator of good performance. In contrast, the inability to meet goals within the set timeline indicates bad performance.
References
Antoni, C. (2005). Management by objectives–an effective tool for teamwork?. The International Journal of Human Resource Management, 16(2), 174-184.
Chan, J. C., Sit, E. N., & Lau, W. M. (2014). Conflict management styles, emotional intelligence and implicit theories of personality of nursing students: A cross-sectional study. Nurse education today, 34(6), 934-939.
Gibb, J. R. (2020). Defensive communication. In Shared Experiences in Human Communication (pp. 44-49). Routledge.
Communication Plan
Communication Plan
Name
Institutional Affiliation
Communication Strategy: Shift of the Kenya-focused Branding Section
Background
Luster Up has been in operation for five years now. Following the Internal Revenue Service’s requirement to have United States-located company efforts meant for other countries directed to the specific countries, then Luster Up will abide by this by the end of 2020. This calls for the relocation of our employees whose focus is the Kenyan market to Kenya, given that we focus only on the Kenyan and the United States markets. This decision was reached by the company’s A level management.
Audiences
These audiences will be notified about the change:
Company employees – focused on the Kenyan and United States market
B level management
Business partners in Kenya and U.S.A.
Timing
Messages will be sent out on the 20th of July, 2020. We have a small company constituting 20 staff including the A level management. It is important to ensure a seamless adjustment, while trying to make the grievances of our employees known and making them as comfortable as possible in a timely manner. At the same time, it is important to note that employees whose focus is the Kenyan market had been notified of a possibility of the shift, which means that the change will experience minimum difficulties. The announcements will require decisions to be made with timeliness. The outreach will be done on Friday, the 17th of July at 10 a.m. for the B level management; Monday, the 20th at 11 a.m. to the company employees; and Tuesday, the 21st at 10 a.m. to the business partners. A one-on-one meeting will be held on Wednesday, the 22nd of July at 11 a.m. to deal with any issues or questions.
Audience Outreach
The rest of the communication plan details the talking points; communication to the various audiences; and how and when to reach them.
COMMUNICATION PLAN: SUBSIDIARY LEADERSHIP
How: Email from A Level Management to B Level Management
When: Friday, 17th July at 10 a.m.
From: A Level Management
To: B Level Management
Subject: Brand Kenya team move to Kenya
Dear B Level Management,
Our previous plans to move the Brand Kenyan team to Kenya have come to pass, although sooner than we expected. The IRS has put in place requirements that we are required to abide by, and in this case, the requirements have to do with moving our country-focused team and efforts to the focus country by the end of December of this year. This announcement has reached us on short notice, but it is in our best interest to work within the allowed period of time to get our people onboard and our business in line.
We have management to train our employees in line with the future expectations, not exempting the possible need to move countries. The A level management feels that this shift will provide fertile ground for the Kenyan market to grow, especially since our employees will be directly interacting with their focus environment. The shift means that half of the team will be moving, including A and B level management and employees. We are sad that part of the Luster Up team will be moving, but we are also motivated to grow. We hope to stay in constant connection on both professional and social terms. Any arising questions or issues can be raised during the company meeting on Wednesday, the 22nd at 11 a.m.
We have confidence that this is a win for the general Luster Up team.
Yours Sincerely,
A Level Management.
COMMUNICATION PLAN: COMPANY EMPLOYEES
How: Email from B Level Management
When: Monday, 20th July 2020 at 10 a.m.
To: Company Employees
From: B Level Management
Subject: Brand Kenya Team move to Kenya
Dear Company Employees,
It is with a combination of great sadness and pleasure that we share about the move of the Brand Kenyan team to Kenya by the end of December, 2020. This is following the IRS directive requiring country-focused efforts to be moved to specific countries, and in our case, that would be the shift to Kenya. We are sad to see our Kenya-focused team leave us, but at the same time, happy that they get to leave out their adventure, as had been earlier indicated, in a new environment. We hope that you have been mentally preparing for this adjustment, especially seeing that it has arrived on short notice.
We shall assist wherever and whenever required, while ensuring that we make the move as seamless as possible for our moving team. This is no small ask, but we trust that it is a good opportunity for them to grow, while getting to understand the new market, and thrive in it. The move will include a part of both A and B level management, and a part of the employees. We trust that we shall stay in communication for any professional and social needs. Any arising questions or issues can be raised during the company meeting on Wednesday, the 22nd at 11 a.m.
This will be a good opportunity for both teams, as well as the company at large to grow.
Yours Sincerely,
B Level Management.
COMMUNICATION PLAN: BUSINESS PARTNERS
How: Calls from A and B Level Management
When: Tuesday, 21st July 2020 at 11 a.m.
Talking Points
The IRS has put out a new directive on the shift of other country-focused efforts in the United States to the respective countries. Luster Up focuses its efforts on the United States and Kenyan markets.
Luster Up is abiding by this directive by moving its Kenyan-focused team to Kenya.
The team is supposed to have made the move by the end of December, 2020.
Our business partners in Kenya will be able to work with our Kenyan team more intimately, resulting in better business management.
The business partners in Kenya will be relieved of the workload of having to shift their needs to the U.S. market, thus reducing the time and resources spent.
However, the United States team and Kenyan team will still be working together, since there still are overall company goals that need to be met.
The business partners in the United States will remain in contact with their company contacts.
Basically, what is changing is the location for the Kenyan team.
We hope to engage with you on a deeper and more successful level.
Please contact us for any needs that you need met or any details that you need filled.
Your business is greatly valued and appreciated.
ADDITIONAL INFORMATION
Locating new company premises in Kenya and meeting Kenyan regulations
The Kenyan-focused A level managers will coordinate and follow up on acquiring company premises in Kenya
A level managers will ensure that all Kenyan regulations are met before the shift
Location of new premises will be based in a prime and easily accessible part of Nairobi (the capital city)
Meeting staff accommodation needs in Kenya
The B level managers will ensure that accommodation for the company staff is identified and paid for before the shift.
Payment will cater for four months, after which the staff can either continue residing there or move to accommodation of their liking
Importance of liaising between company management and business partners in Kenya
A level and B level managers will keep in contact with the Kenyan business partners to understand the business operations in Kenya before the shift happens. This will help eliminate any surprises for the Kenyan team.
Feedback from company staff will be taken into consideration during decision making regarding the Brand Kenya team move.
Determination of whether or not goals will have been met through the communication to the various audiences will be done after the meeting to be held on Wednesday.
** What is missing from the attached communication plan is the allowance for a feedback loop from the stakeholders as well as the confirmation of whether or not the communication plan goals will have been met.