Conversations break down barriers…
Eastern Electricity needed to revitalise an ailing reorganisation of its call centres. Railtrack sought input to its massive infrastructure spending programme. Mouchel Infrastructure Services needed to retain and recruit staff following a rescue of the company by a consortium of banks.
All different challenges but with common aspects: the issues were critical to success; there was low or falling confidence in leadership; and their staff had to be part of the solution.
In each organisation the critical step was to create genuine dialogue between senior leaders and employees with face-to-face sessions being at the heart of the effort. In the first rounds in each company the exchanges were often challenging and sometimes heated.
Beyond developing better mutual understanding, the outcomes reflected the different issues faced by each:
- For Eastern Electricity, the events allowed staff to vent their anger and disappointment about how customer service changes were being delivered and provided the catalyst to involve staff in co-creating durable solutions.
- For Railtrack, the sessions allowed the company to gain local input to major investment plans, raise safety awareness, and address concerns of staff, many of whom often worked in isolation.
- For Mouchel Infrastructure Services, the approach demonstrated the robust underlying business and delivery strategy which were the bedrock for both improving retention and mobilising staff in support of the business’s recruitment needs.
communicate > engage > mobilise > transform > improve
