Customer Story - Change Leadership Skills
A client was facing multiple, significant change initiatives simultaneously across the organization. Leaders needed to upskill their change leadership competencies to ensure employees felt ready and changes were successfully implemented.
Call for Help:
- External resources were needed to develop Change Leadership capabilities for the Customer Care Senior Leadership Team.
- Roles and expectations needed to be clarified for the leaders to support the changes in the organization.
Farwell Advisor Support:
- The FarWell advisor conducted multiple, virtual immersive learning sessions designed to teach the Senior Customer Care team and their direct reports change leadership skills.
- Ongoing change leadership coaching was provided to reinforce skills and to guide and support leaders through complex and often difficult scenarios.
- Senior Leaders worked with the FarWell advisor to develop an overall change strategy and plan for managing multiple, simultaneous change initiatives.
- FarWell worked with middle managers to elevate concerns around psychological safety. FarWell conducted an assessment and facilitated multiple group discussions to identify behaviors and actions needed to improve team psychological safety.
Results:
Leaders integrated change leadership into business planning and strategy activation.
- Senior leadership teams improved collaboration and ownership for change initiatives.
- Leaders felt capable of leading employees through significant upcoming changes.
- Leaders and team members began to apply the change leadership skills they learned during the advisor’s time with them.
- The Leadership Team improved their self-reported rating of psychological safety after three months.
