Mission Australia

Simon Jones, Manager, Maryborough office.

Situation

We wanted to improve the staff cohesiveness and communication from our front line staff. We needed to re-build a cohesive team after staff morale had slipped and as such our performance and staff turnover was costing us money. It was important to ensure that staff morale soared and therefore increase our performance, staff retention and in turn, boost our bottom line.

Tasks

We initially booked a two day Purpose Driven Team workshop. Since the first sessions over 3 years ago we have run many different sessions targeting different areas as well as refreshers for new and existing staff.

We have also offered the training to our clients in order to improve their self-understanding and this in turn has increased their motivation and self confidence.

Analysis

Initially Andrew worked with our floor staff and middle management over a two day period. There was lots of movement, fun and discussion as we looked at our personality types and group dynamics. The staff particularly enjoyed the Myers Briggs personality types and the Relationship Bank Account – two very simple ways to understand why certain people respond differently. It has made the way I approach situations with individuals so much easier knowing how to deliver messages and how to get the best results from them.

Results

What improvements did you notice straight away?

Firstly, what we noticed was the language - our staff started referring to each other as Otters and Bees and showed genuine understanding of how personality types could be used for the company instead of against it. I was able to put people with certain personalities into positions that better suited them, where they would be more comfortable and as such gained an instant increase in performance and morale. I found that our approach to meetings and service delivery changed straight away by having a set GRiP (clarifying goals for everything we do), be it with clients or staff members. Having these goals and sticking to them helped with improving our efficiency and as such performance.

What long term benefits have you discovered?

Our heads of department have noticed a massive increase in staff retention – we have had a drop in staff turnover from over 50% 3 years ago to less than 10% now, saving us many thousands of dollars annually.

We have had a huge improvement in performance and are now one of the top performing centres nationally. There has also been a large reduction in staff grievances and the team has bonded and now works so much harder for each other.

Andrew really helped me with how I bring change into the team and this improved the way that staff embraces the change. We get back to full operating capacity more quickly in response to changes.

Staff often comment on how the information we have learnt is useful not only in the work environment but also in their own personal lives and relationships. A better understanding of relationships appears to have increased their happiness and this flows through to their work lives.