Case Study 4 – Team development programme

IT business solutions providers

  • Client: Crawley-based IT service providers

  • Sector: IT

  • Number of employees: 60

  • Type of workforce: IT professionals, sales and customer support teams, HR and administrative staff.

  • Workforce demographics: The majority of employees were male and aged between 24 and 50.

  • Wellbeing objective: The client’s Customer Service team, which had recently doubled in size, was underperforming. Team members complained about difficult work conditions, increased stress, and it was apparent that they were not sufficiently motivated.
    Senior management wanted to identify and address the most prevalent issues to improve the wellbeing and productivity of this team.

     

Team development programme

Poor communication and issues within teams cause lower productivity and can cost businesses considerably in lost time and revenue.

We began with an initial consultation in which we gained a better idea of the strengths and weaknesses of the organisation as a whole, and individuals and teams within it. We could then tailor the Wellbeing & Team Dynamics Audit to assess the following parameters:

  • Motivation
  • Stress and burnout
  • Resilience
  • Intra-team communication
  • Team dynamics

The assessment consisted of a comprehensive questionnaire that was completed by each of the 19 Customer Service team members.

The results indicated disrupted team dynamics, particularly a division between the old and the new team members. High stress levels were also noted, stemming from increased work pressures (number of tasks and deadlines) and poor time management. What was also apparent was the fact that the manager wasn’t approachable and team members didn’t feel they could ask for help with any work-related or intra-personal issues within the team.

Based on these findings, we created a two-phase programme.

Phase 1 of the programme was delivered across a period of three weeks.

Phase 2 started three weeks after the completion of Phase 1.

Phase 1:

The objective of this phase was to reduce stress levels within the team, improve productivity and enable the manager to coach and support his team members.

The company decided that managers of other teams would also benefit from the Coaching at Work training, therefore a total of four managers underwent this training.

Phase 2:

The objective of this phase was to build trust between the team members, bring awareness to their individual roles within the team, improve communication and further increase their overall team productivity.

A total of 19 Customer Service team members completed the programme, plus the additional 3 managers from other teams who attended the Coaching at Work training.

This program exceeded our expectations. From the first moment it was clear that Jelena knew exactly where to look for sources of stress in our business and she designed a comprehensive program to address specific issues.  This not only helped our employees to work more effectively, but there is also a much stronger sense of team spirit. The managers also have better people skills now, which will benefit our company in the long term too. Thank you!

Programme evaluation

Questionnaires evaluating stress and motivation were completed before the start of Phase 2 and then again one month after the end of the programme. Additionally, resilience, intra-team communication and team dynamics were also assessed one month after the end of the programme.

After Phase 1, 36% of participants reported reduced stress levels and 24% reported increased motivation. One month after the completion of Phase 2, 44% reported reported lower stress levels compared to the start of the programme, and 57% reported increased motivation. These results are way above the average for this type of interventions.

Intra-team communication and team dynamics also showed marked improvements after the end of the programme, with team members reporting improved teamwork (54%), more supportive relationships (28%) and productive communication (42%). 48% said they would seek support from their manager, compared to just 12% during the initial audit.

Additional interventions and changes to company policy were recommended in order to optimise employee engagement and productivity.

A team development programme like this would cost approximately £8,680. Discover our full range of packages.

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