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Challenge

The following case study outlines the interventions of teams within a department impacted by social reforms.

The organisation was facing significant changes impacted by 2 major social reforms. Funding for service delivery was shifting from the organisation to the client.

This meant a greater choice for the client and a shift to a more commercial model for the organisation.

The case study will focus on the behavioural interventions taken to build this organisation's culture. The main focus of this work is on individual behaviour and team interpersonal relationships.

The organisation needed to remove the destructive behaviours internally between teams and with clients, which was impacting performance, service delivery and effectiveness.

Process 

All individuals participated in a GSI to inform a program of work including the development of a series of workshops. In this program, team members were introduced to the essential critical behaviours:

• Development of shared mission, vision and values
• Appropriate communication and language practices
• OSH & well-being requirements
• Accepting and appreciating individual differences
• Personal accountability & ways of working 
• Establish shared practices & agreed team communication practices
• Agreed shared leadership practices in communication and supervision conversations

The program included group coaching and individual interventions over a period of 6 months. 

Outcomes 

The organisation had 4 significant measurable outcomes, these include:

• A reduction of customer complaints and priority 1 escalations
• A reduction in staff complaints
• Fewer escalations to the union
• Improved productivity and a reduction in unplanned leave

Conclusion

The case study demonstrates how organisations can achieve significant, measurable changes using GSI to provide employees with a way to voice their concerns and share opportunities.

This work is enabled with strong sponsorship, with an ongoing focus from the leadership team.

Focus: Leadership Development 

Challenge

The following case study outlines the interventions to develop a leadership group within the same business operating in silos.

This business is highly profitable, however, had a low investment in technology and people. Not all leaders had attended the company's leadership training program, and staff did not have a clear view of career pathways.

The case study will focus on the behavioural interventions taken to refresh this organisation's culture by building greater cohesion within the leadership cohort in order to improve employee engagement.

Process 

All leaders attended a 2-day leadership program incorporating LSI 1 & 2. In this program, managers were introduced to essential leadership behaviours:

• Reconnect to the company vision
• Reconnect to the individual's 'why'
• Leading fast past change 
• Leading with accountability
• Developing personal resilience
• Establish shared practices & enhanced visibility

Upon completion of the 2-day intensive, leaders developed a comprehensive strategy that included a greater focus on people-orientated initiatives. 

The program was shared across the organisation to ensure visibility and gain support from supporting partners. A detailed action plan was produced and tracked by each leader. 

A coaching program was developed and implemented focusing on the humanistic encouraging elements of the circumplex to further develop leaders as coaches. 

Outcomes 

The most significant outcome of this organisation was the dramatic improvement in productivity and inter-department communication.

Significant measurable outcomes within the first year from these activities include:

• Management behaviours were more consistent across the organisation as a result of utilising the LSI
• The organisation had established consistent, transparent hiring principles
• The annual employee engagement results showed a positive improvement 
• A reduction in customer complaints 

Conclusion

The case study demonstrates how organisations can achieve significant, measurable changes when there is strong sponsorship, commitment from the leadership group, accountability, transparency and a long-term view.

These are critical factors to the success of the outcome of the program.