Team Development in a Crisis Case Study

We were invited to work with the management team of a delivery centre for one of the major financial consultancies. The company had undergone massive down-sizing due to their largest client (responsible for 80% of their business) opting to off-shore the majority of their work to the operation in India. Although the centre managers could understand the business case for off-shoring, they were finding it hard to cope with daily resignations, low morale and hopelessness that the centre could survive.

We quickly arranged an away day with the management team. The goals of the workshop were to: 1) build or strengthen the capacity of the leadership team to be a supportive system for managers so that none of them is isolated and 2) identify practical next steps for individuals and teams to manage the reality of the current situation.

This workshop was designed using a team coaching process where the emphasis was on building the team’s resources and increasing its capability to manage in the current environment. As the group explored its situation, through a series of tasks, the coach actively intervened to train members in the behaviours that would help strengthen the team so that its members were able to direct their energy toward realistic goals. The day ended in a marked improvement in morale and hope as well as specific actions for moving forward.

A second away day was arranged approximately six weeks later. The team proudly reported their progress on all the areas identified at the first workshop. Resignations were slowing, the managers were more actively engaged in finding new business, the office had been re-arranged and the team were ready for the next challenge. At this workshop, the coach helped them to identify their strategic priorities and organise themselves more effectively to achieve their new business plan. The last time we checked in with them, the centre was flourishing.