Case Study: Communication and Conflict Resolution

One of our client’s is a front-runner in foster care services for children in NSW, with expertise in providing crisis, short and long-term care, amongst other services. 

The Challenge

With offices in four Sydney geographical areas, the different teams had trouble communicating effectively due to the distance and a lack of face to face interaction.

We were approached by the General Manager to work with these Sydney teams to help them develop and maintain highly performing teams in the Region, focusing on more aligned processes and better communication.

The Solution

We looked at where the teams are now in their current communication methods and business processes regarding interacting with each other, how they deliver a service to their clients and we worked out where they need to improve based on their goals.

We then looked at the gaps between where they are and where they want to be, and designed strategies and processes to help them achieve their goals.

The Pure Magic team got the whole Sydney region together and talked about what high performance means to their Organisation, what it looks like, how to relate well with each other using a Code of Conduct and other strategies, and ways in which to understand how every decision made along the way, impacts those on whom the decisions may rely.

We meet monthly and in the last session, there was a fantastic opening up of how people felt about working together, being more united as a team and their wish to be the best they can in their roles.

The Result

The most significant outcome of the experience was the honesty staff felt empowered to share and it was clear that some team members did not fully understand the difficulties their colleagues were experiencing. The open discussion and clearer lines of communication that have grown from the strategies we implemented have been encouraging, resulting in increased productivity through more positive worker attitudes and collaborative teams. 

Next steps

With the success achieved by aligning communication strategies and implementing robust processes around team collaboration, the General Manager has engaged our team to roll out the next phase of their Organisational transformation. We will begin our next workshop focused on emotional intelligence strategies, to better identify causes of team strain and challenges and how to continue the momentum of collaborative success.

If your Organisation is experiencing similar challenges with communication and people not resolving issues, email me to discuss conflict resolution strategies at [email protected]