The General Manager of one of the larger regions of this service industry organisation had been in the role for two years and was keen to deal with the staff’s excessive and increasing pressures, while simultaneously raising the overall performance of the business unit. The Manager wanted to get a better handle on staffing issues and needs, and how best to address these going forward.

Duet’s approach was to encourage the use of our Profile processes for all managers, co-ordinators and team leaders. This provided considerable individual support and self-awareness, and data for the General Manager in terms of hidden potential; overall strengths and development needs; issues and priorities to address; and information to assist with succession planning. The Profiling work was followed up with team-building workshops, specific training modules for the leadership team, and coaching for selected managers.

The outcomes were:

• The General Manager experienced his team opening up, contributing and teaming more at
  meetings
• Jobs and support were tailored around their individual and group strengths
• Development funding was more effectively channelled towards their needs and
  short-comings
• Significant improvement in each manager’s capacity to lead their own teams, resulting
  in lower absenteeism and turn-over, higher productivity and morale and more
  focussed customer service.