Situation: Ingham’s Enterprises

Issues/Pain or Opportunity: Superintendents oversee production teams in the company where their day to day communication and resolution of problems and conflict are crucial to efficient and effective operations.  Day to day people “problems” are related to poor understanding, miscommunication or low tolerance to other staff.

Reasons:   Many of the superintendents have been promoted due to their operational skills and technical expertise.  Their self-awareness of their own style of communicating may be low and as a result, they may “tell” staffs what to do or how to resolve a problem instead of seeking staff ideas.  Conflict resolution usually occurs when a problem has escalated too far

Capabilities needed: Flexibility in scheduling short and sharp workshops to meet the rostering demands of the company.  Interactive training needed to build self-awareness and to understand the superintendents’ role in effective communication, negotiation and conflict resolution.  Relevant language to connect with operational superintendents.

We provided:  Four two hour workshops held at different times to meet the roster availability of the organisation.  Topics included skills and responsibilities in conflict resolution, development of active listening techniques, communication approaches (assertiveness, empathy, dealing with criticism, etc.) and ‘win-win’ negotiation techniques.

Result:  Training Manager reported that over the next 90 days the attitude of the superintendents had changed dramatically and they were more confident in how to address day to day issues in a positive and assertive manner.  People problems were being addressed earlier on, and there was less miscommunication between the superintendents and staff.  Additionally, superintendents were seeing the benefit of listening to staff ideas about solutions to issues rather than carry the load themselves all the time.

 

Situation: Launceston College – Administration

Issues/Pain or Opportunity: In the last five years, the ‘clients’ and the roles of the administrative staff have changed dramatically.  To improve ‘customer service’, the Business Manager needed to balance the task-focus of staff members to a team-oriented service focus.  To manage the change and to improve service, the communication skills of the current team need to improve and shift.

Reasons:   With the change in the students and their issues, the roles of the administrative staff are often to problem-solve and help them.  This involves working as team and communicating effectively in the student’s interest.  Task focus has created efficient work but lacks the flexibility and multi-tasking needed to improve.  Some members of the team have been with the College for many years making change more challenging.

Capabilities needed: Support and facilitation of current staff before provision of any new concepts or approaches.  Gain group agreement on the need for better teamwork and communication to deal with the challenges of these changes and the new demands on their roles.  Customised communication workshops to work within the culture of the college environment and build a friendly partnership with the team.

We provided:  5 two hour sessions that initially focused on collaborative discussions around the ‘need and pressures for change’.  Then these interactive seminars focused on team-building and communication approaches to work better together as well as to communicate better with students challenged by their own issues.  Conflict resolution and priority management tools provided practical techniques to support the staff.

Result:  The Business Manager reported that after each session the staffs were not only motivated to try some of the new techniques but their attitude towards the changes had shifted.  They used the words from their workshops and started to communicate better as a team with a focus on the students as ‘clients’.  As a result, the program has been extended to a continual improvement program with the administrative team in 2012.

 

Situation: Break O’Day Council

Issues/Pain or Opportunity: The inside and outside workforce at Council can be anxious or concerned about difficult conversations with rate payers or members of the community.  Staff can avoid such discussions, loss their patience or even feel frustrated as a result.

Reasons:   Council staff are approached both at work and (in a small community) when they are off work by friends and members of the community who are frustrated or confused about Council actions (or inaction).  They expect any Council staff member to be able to answer questions or get them answered; and some community members just want to vent at Council.  Staffs have technical and operational training in their area but little formal development in communication and interpersonal skills.

Capabilities needed: Understanding of the Council culture and environment within which staff work.  Ability to engage both outside staff and inside staff at Council.  Transference of communication concepts into practical techniques that staff can use.  A review of bully and harassment legislation and required staff actions. Facilitation skills.

We provided:  Separate half day workshops for outside and inside staff at Council.  Each group attended two half day workshops that were separated by approximately one month.  First workshop focused on ‘dealing with difficult people’ and ‘challenging conversations’ with presentations and many role plays to practice.  Second workshop focused on feedback on communication style and improving tolerance and flexibility to adjust to others.

Result:  Significant discussions and staff challenges in the workshops demonstrated the clarity with which they received and understood the messages around communication.  Interestingly, some staff responded by departing their employment with Council; and this was not seen as a poor outcome.  New staffs have entered Council with a shifting culture based upon positive conversations and effective communication.  The remaining team responded positively and has been observed by managers using their new skills.  Reduced anxiety, confidence in handling difficult situations and increased self-awareness and communication skills.