Case Study

The client’s investment in the design and delivery of a bespoke 12-month Confidence and Capability Programme for their line managers produced tangible results that positively impacted their workforce and bottom line, with manager related questions scoring the highest in the 2022 survey.

My line manager offers and promotes ways to develop and can give constructive feedback - 90% My manager is receptive to feedback and takes on board my comments and ideas - 95%

My manager displays an active interest and enthusiasm for my achievements - 95%

This case study illustrates the transformative power of a well-structured, long-term leadership and management development program.

Introduction

British Glass is the representative body for the UK industry, British Glass communicates the glass sector’s values and interests to secure a thriving and sustainable future. Glass Technology Services is a trusted and independent technical glass support provider, offering tailored services, knowledge, and guidance across a wide range of sectors. Central services, such as finance, HR, and operations management, span adaptively across both businesses, and the businesses share a collective mission, vision, and set of core values.

As the businesses continued to develop, and employer value proposition was becoming more clearly influenced by external factors, demanding pace and agility, the business recognised the need to enhance the confidence and capabilities of their line managers to improve workforce engagement, leadership effectiveness, and overall operational efficiency. OneSource HR was engaged to collaboratively develop and deliver a comprehensive 12-month confidence and capability programme for their line managers.

The problem

The company had recently developed and implemented a cultural transformation strategy, aimed at addressing issues stemming from misalignment of core values with business goals. Throughout the embedding period of the strategy, it was clear that performance and success would become further inhibited by management capability and confidence, and this was a key area to address, to ensure stability and success for the organisation. Some of the key challenges faced were:

Reduced engagement and turnover risk: Employee engagement and morale were low due to ineffective management, thus impacting productivity and the overall work environment, and posing flight risks of essential and unique skills and talents.
Teamwork and collaboration: Inconsistent standards was creating friction among team members. As different employees were held to different performance criteria, this led to conflicts and a breakdown in teamwork. A harmonious and productive team often relies on shared expectations and standards.
Inconsistent management practises: Line managers exhibited varying management practices, leading to inconsistent performance standards and employee experiences. Inconsistency in practises risks leading to frustration, disengagement, and potentially legal issues related to discrimination or bias.
Communication challenges: Poor communication skills among line managers hindered effective teamwork and collaboration, causing delays and errors in day-to-day activities, which ultimately risked effecting customer satisfaction, and continued growth.

The solution

OneSource HR designed a very bespoke 12-month Confidence and Capability Programme for the client’s people managers and leaders, aiming to address the identified issues systematically, and embed shared best practise, consistency, and clarity of people management expectations across the business. The 12-month programme manifested in an editable e-booklet for self-learning, reflection, and guidance referral, in addition to delivery of 10 impactful, physical learning and development sessions, and the opportunity to engage in 360-degree feedback.

Phase 1 needs assessment

Conducted and reviewed surveys, interviews, and focus groups to assess the specific needs and challenges faced by line managers.
Reviewed all of the company’s people policies to ensure legal compliance and develop consistency and clarity in people management practices.
Analysed data to identify common gaps in leadership and management skills and knowledge.

Phase 2 programme design

Developed a tailored, comprehensive programme curriculum that included communication, effective self-management, conflict resolution, and performance management modules, in addition to trickier subjects with high-risk legal implications, such as discrimination, harassment and bullying.
Created a blended learning approach, including in-person workshops, e-guided self-learning and reflection, peer group sessions, and one-on-one coaching.

Phase 3 delivery and impact assessment

Ensured an impactful delivery approach, intertwining our consultant’s unique storytelling style into the trickier topics for maximum engagement and learning.

Launched and delivered the Confidence and Capability Programme across all people managers and leaders in the business.
Monitored participant progress throughout the year, collecting 360 feedback in a bespoke, meaningful, and qualitative way for tailored and focused individual learning, based on strengths and weaknesses.

Conclusion

The training delivered remarkable results over the course of the year:

Employee engagement scores increased as line managers demonstrated improved leadership capabilities, leading to higher morale and a more positive work environment.
The organisation saw a notable reduction in turnover rates as line managers became more adept at supporting career development and employee satisfaction.
The programme standardised leadership practices, ensuring that all line managers adhered to best practices, resulting in consistent performance and employee experiences.
Line managers' communication skills significantly improved, leading to better collaboration, reduced production errors, and smoother team interactions.

This case study illustrates the transformative power of a well-structured, long-term leadership and management development program. If you're facing similar challenges with your line managers, consider the benefits of investing in their confidence and capability for long-term success with OneSource HR.

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