Closing the Leadership Capability Gap
A highly specialised systems engineering division of a global technology leader was delivering on a contract to provide a suite of products and services from building and maintaining DLANs to enhancing specialist software, testing and integration.
The division was experiencing high levels of staff turnover. Replacing skills in such a specialised field was challenging and put enormous pressure on the remaining team to meet customer demands. The managers were struggling with the expectations of the customer which contributed to a culture of blaming. Blaming the customer, blaming other departments and blaming the staff.
We met a selection of stakeholders including our client’s customers, staff, leaders and senior managers. This critical stage revealed a common pattern that existed with customers, employees, and high-level management. All of the leaders came from a highly technical background and were lacking basic management skills.
People for Success developed a tailored leadership program which included pre-work and the administration and debriefing of an emotional intelligence assessment (EQi 2.0 for 40 managers). The assessments helped managers understand on a personal level how their self-awareness, level of optimism, etc., had contributed to the high turnover and culture of blame.
Each manager participated in four days of training on how to incorporate the emotional intelligence framework which also included basic management skills such as being clear in their communication, giving behavioural and performance based feedback, motivating staff and delegating technical-based work. This was a big wake-up call as one by one each manager took responsibility for the culture they had unconsciously created.
Within six months of program completion an internal survey showed a 20% increase in the engagement of the team members. After twelve months only one person had left the department. There was a marked improvement in communicating with the customer.
"Using the six hats methodology we were able to uncover all of the issues that contributed to us not delivering on time. The issues were around material supply, communication, teamwork, business model, leadership. Every person contributed and those people who would normally dominate discussions with only a negative contribution were silenced with the six hats metholodology allowing every person to contribute. Using the collective intelligence of the group we were also able to brainstorm solutions to the issues and set long and short term action plans going forward. We covered a lot of ground in 2 days. Using other methodologies it could of taken longer or worse still we may not have identified all of the root causes."
Bruce Hansen, General Manager Operations, Security Solutions and Services
"Kristyn facilitated a series of Leadership Team Alignment workshops for our executive group. Our senior leaders gained insights into how they see themselves, how others see them and how those insights can be used to improve our team’s performance. Following the investment in the program we not only saw immediate improvements in our leadership culture here at carsales, but longer term positive impacts to the way we lead and communicate."
Cameron McIntyre, COO
"The course was excellent, I came into the training thinking it's just another course where the trainer will tell us right from wrong and how it should be. I came away inspired to be a better customer service professional."
Silka - Customer Service Professional
“Kristyn’s approach to our team building event and complete understanding of what we wanted to achieve ensured an extremely effective outcome. It was obvious from the start that we were in good hands as Kristyn assisted both companies, define business goals and a strategy, then went on to create an amazing event with a complexity of team challenges including games and events which involved all of the team selecting what they wanted ‘more of’ and ‘less of’ within the Alliance which formed a list of ‘Shared Goals’ for the team. The valuable tools and processes utilised throughout the day left a lasting impression on attendees, with only positive feedback received. Kristyn’s ability to embrace and capture all types of personalities and styles is a tribute to her which left the team with a highly memorable and extremely beneficial experience.
Peter Munro - V1 Alliance Manager
“As a team we were able to achieve amazing results. Kristyn was persistent, challenging, sensitive and emapthic. I can truly say that we have never engaged with a company that has delivered us with so many improvements in the way we manage ourselves and our people.”
Wendy Cooper - Commercial Director
“I want to thank Kristyn, in addition to highly recommending her for her commitment to exceed expectations. I was fortunate enough to attend People for Success Authentic Leadership Program over a period of 12 months which involved sometimes confronting and challenging learnings. The impact on my leadership and facilitation skills is seen day in and day out. Not only has my team gained the rewards of this program I approach every situation differently today as a result of Kristyn’s guidance. This program has greatly assisted in my journey to be the best leader I can be and without this program I wouldn’t be doing and making the decisions I am making today. "