Given a scenario by the instructor for a fictitious company. Develop an internal crisis communication guide to help you with what you will say to your employees and what information you will give them to help them continue to do their work (e.g. what will they tell customers/clients) (approximately 3-4 pages) that contains: (1) How, and how often you will communicate with your employees, e.g. email, phone call, meeting, video, personal one-on-one or group presentation and what you will allow them to say. (2) Key messages (three) and Talking Points – they can use and a guide to what you want them to say to the public or customers about the crisis (3) Questions and Answers (5 of what you believe your employees would ask of the 20 worst and your answers to them – remember that these answers could be part of what the public hears – be very careful about tone and humor) Scenario: Handy’s Place Sports Bar Chain Background: In the fast-paced sports bar industry, Handy’s Place has successfully filled a niche within the local community for the past 10 years. The 5 fun locations all include a full bar service, highly-rated burger and barbeque items on the menu, and the best “service” in town. With 35 full-time and 50 part-time employees throughout the chain, the bars are well-staffed but there is a lot of overtime for the employees. Wages are kept down to a minimum and most employees rely on tips to make ends meet. Advertising is done through commercials and ads run in the newspaper – social media is not used very much. Financially, the bars must each clear approximately $35,000 a week in sales to make their payroll and expenses. This equates to approximately 1,600 customers a week. The bars are currently making this threshold but are not doing any better. The bars themselves are in fair repair – no plans are in the works to upgrade anything. You (the owner) spend most of your time hiring new employees since your employee turnover is very high. What you are known for: • Good food and inexpensive drinks • Party atmosphere and scantily dressed waitresses are expected • High turnover of employees – you don’t treat your employees “special” or pay them much • Rely on drink specials and local clubs to bring in the crowds • Rowdy customers and rock bands frequent your bars • Don’t use social media for the bars for advertising Write – Crisis Communication Guide and Internal Communication Situation: You start hearing complaints from a few of your bar managers that there are customers fondling the waitresses. When you ask the managers if they did anything about the complaints, you were told “no – this always happens, we need the customers and the tips are bigger if we don’t react to the complaints.” You agree that you don’t want your party bars to turn into snooty bars because of a few whinny waitresses. You send an email (and post it in the back of each bar) that says “If a customer gets out of hand, just smile and take it, you’ll get a bigger tip – and maybe even a date out of the deal!” You sign this note so everyone can see how you support your customers. In one of your bars that evening, the waitresses all walk out. The manager closes the kitchen and sends the kitchen staff out to serve customers. This doesn’t go over very well and there are many Facebook
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