Case Study: Enhancing Business Results Through Improved Communications
StevenArmstrong.ca recently partnered with the HR team of a US-based regional financial services company that was challenged in connecting its dispersed employees across several States. The company was expecting massive growth over the coming years and needed to remedy its internal communications problems as soon as possible before it undermined its growth aspirations.
Challenges
The company needed a large-scale communications process.
There needed to be a process or structure in place to connect all team members. Even before the pandemic, communications were limited to local teams, posing significant challenges in disseminating information and collaborating meaningfully across groups.
A recent series of changes exacerbated the communications challenges.
Several changes – including redundancies, leadership changes and introducing of a new Performance Management system – meant that individuals had withdrawn into siloes.
The pandemic caused more significant disruption. At the time, the company needed more processes or systems to allow for large-scale, virtual communications and individuals became completely isolated from their team members and the company leadership.
Solutions
Steve assessed the challenges while connecting the teams using online and one-on-one interviews.
Sample Team Assessment Report (Amend)
StevenArmstrong.ca facilitated workshops virtually to bring teams together, learn about their challenges and collaboratively construct new communications systems that would solve the specific challenges identified by the HR team. These workshops brought together departments and levels that didn’t normally interact, allowing novel discussions and ideas to emerge.
Building a communications system
We analyzed workshop outputs to develop communication systems for the client. This included creating an agenda that addressed their identified challenges, increasing their connection to the solution, and encouraging attendance and participation in the new approach. Individuals were recognized for key roles, and then training was delivered to ensure they were appropriately prepared to foster open, transparent discussions during meetings.
Coaching the company to success
Once the communications systems were in place, StevenArmstrong.ca remained with the company to monitor meetings, identify potential areas of improvement, and coach individuals.
Impact
Teams were better able to connect.
At the end of the engagement survey, 92% of respondents said they learned information now that they wouldn’t have known before the new communications process was implemented, and 60% said they had connected with people they would never have met otherwise.
Senior leaders were better able to disseminate messaging.
Employees no longer felt isolated from leadership and were more informed on the business context, changes and performance management expectations that would help them thrive in their roles.
The rest of the company has recognized the divisions we worked with for their innovation.
Following our work, the HR team has been recognized for innovating and enhancing operations, particularly performance management.
Other divisions are now attempting to replicate the work, and StevenArmstrong.ca is working with Company directors to improve operations through better communications.
