Moments Of Truth
Employee attitude is a critical priority in maintaining client engagement and service levels. Particularly when the business is under pressure, employees are not immune to transferring their feelings of anxiety and fear into the client interface, even if only at a subconscious level. Our work with our client addressed this vital aspect, helping the team cope with their emotions, and allowed the team to take control of their actions.
Problem Definition Solution Description Results
Our client, a leading local bank, found that coping with the continuous changes of today’s downsized, team- oriented, increasingly diverse and remote workplace has left many people anxious, confused, and fearful. They also observed a corresponding deterioration in levels of engagement, commitment and performance. During an engagement survey, leaders were asked to choose which ranked higher: Employee Aptitude comprising of technical knowledge, hard skills, soft skills and technical competencies, or Employee Attitude, including motivation, commitment, and related factors critical for success. Nearly 80 percent of leaders ranked Employee Attitude as the number-one priority that impacts staff engagement. The client wanted to address this concern, and approached Daksada for a solution.
Daksada designed an intervention called Moments of Truth facilitated as a self-discovery workshop and training programme to help employees understand that they can choose how to perceive and respond to events around them, and that it’s in their control to change a negative outlook to one that’s positive. The training methodology comprised of group discussions, personal experiences, individual and group exercises. During the training programme, the participants embarked on a journey of self-discovery, took personal responsibility and accountability to manage change confidently, transformed passive resistance into high-energy performance, and enhanced communication and teamwork and increased their sense of empowerment and positive energy.
The training provided employees at the client organization with a time-tested, life-changing human relations approach that significantly enhanced staff engagement during these times by fostering communication and teamwork, inspired leadership and innovation, increased positive energy, created a climate of empowerment and overcome resistance to change. This intervention contributed significantly to helping employees cope with the challenges during the pandemic, which in turn allowed the business to perform through the crisis.
- MNC, Banking & Financial Service
- Learning Solutions;
- Anand VS
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