The UK retailer transforming workplace communication

I've got a very exciting story to share with you today, and it's one that really gets to the heart of why I love what we do at TCM. Next Plc, a retail giant with over 46,000 staff across 700 stores was stuck in the same rut many companies find themselves in: conflicts pop up, managers look to HR, and everyone gets bogged down in formal processes that often do more harm than good. It's painful for everyone involved. But Next wanted change.

They came to us with a vision: empower their managers to handle issues on the front lines, create a more positive work environment, and shift from a directive approach to a coaching one. No small feat! Working together, we crafted 'Next Resolution' - a tailor-made version of our Resolution Framework . It's all about giving people the tools to resolve issues quickly, compassionately, and effectively.?

Of course, it wasn't all smooth sailing. But Next tackled the challenges head-on, with creative solutions that really impressed me. We dive into all the details in the case study , and I think you'll find it as inspiring as I do. It's a great example of what's possible when a company truly commits to putting its people first.

As you read through it, I'd love to hear your thoughts. Have you faced similar challenges in your organization? Can you see elements of Next's approach working for you?

Behind Next's resolution revolution

Next has really shown courage to work with us and bring our ideas, principles and passion into their complex environment. They allowed our Resolution Framework? to be tested in the furnace of a real organization and have proven it to?stand up to scrutiny as a highly effective framework. This spring we made the Resolution Framework??free and open source ?so?any organization can start their journey to transformation.?It's our way of paying it forward and sparking positive change on a global scale.

Customer of the Week

Our Customer of the Week is City, University of London,?another one of our Resolution Framework? customers.?Their commitment to fostering a positive workplace culture is truly inspiring. And we're thrilled to have even more time with them soon working to continue rolling our their transformation plans.

Here 's what HR Manager Conny Eder had to say about her experience: "I am excited about the upcoming training sessions and confident that this initiative will significantly enhance our colleagues' skills in managing and resolving conflicts effectively. This will be a great first step to move us towards a culture where conflict is resolved constructively. Thank you, TCM, for your unwavering support and commitment. I look forward to continuing our work together.”

Every week we offer our winner ￡100 to donate to the charity of their choice and they have chosen St Luke's Community Centre - we're happy to support them making a positive impact both within and beyond their organization. Congratulations!

Free webinar: Leading culture change with data

Join me on Thursday, July 18th for a free?lunchtime session where I'll dive into the applications of data for culture change and, crucially, how to build a business case that will help you secure the buy-in you need to get started.

All attendees will receive a free copy of my cultural transformation business case template from my book, 'Transforming Work.'

HR's Most Influential

What a wonderful night at the HR Most Influential Awards this week.?Thank you Charissa King and the team at HR magazine for hosting such a fabulous event ????

To be amongst such an incredible community of HR leaders was truly awesome, a genuine career high and incredibly humbling. I also had my wonderful wife Jayne with me. We'd just celebrated 27 years of being happily married.

I was recognised as HR's 6th most influential thinker. I still can't quite believe it!?Huge congratulations to everyone who was recognised!

TCM's reading corner

Yesterday, when mediating, I drew from Marshall Rosenberg's book, 'Nonviolent Communication'. It struck me that his models and principles are as useful today as when I first heard him speak some 30 years ago. He was a fantastic orator and influential in my career.?

The book delves into a simple method for clear, empathic communication consisting of four steps:?stating observations, then feelings, then needs, then requests. It's a revolutionary approach for connection and far cry from the reductive win/lose scenario that often appears in conflicts. You can get the book here .

That's it for now. If you have any questions or queries relating to any of the content above, please feel free to contact me. Have a great week!

David