1. Case Study – Employee Engagement
CLIENT CHALLENGE
This Queensland based organisation was experiencing significant workplace challenges brought about by its
recent privatisation. These changes created uncertainty among the workforce, with staff increasingly worried
about job security and morale and productivity suffering as a result. The organisation’s key priority was to
move toward a more commercially driven model which inevitably would mean a change in people’s roles and
expectations of performance.
CONFIANCE APPROACH
In order to assist our client manage this change, Confiance surveyed the workforce, and facilitated focus
groups to dig deeper into the results that the survey was highlighting. Both qualitative and quantitative data
was captured, and a two day strategic workshop with company leaders was undertaken. The purpose was to
deliver feedback on results, and to workshop actions and initiatives to help move the company towards greater
commercial success.
SOLUTION
As this company was geographically dispersed throughout Queensland, Confiance recommended that the
Senior Leaders have a stronger presence at sites in order to engage and inform their workforce. Confiance
also recommended that a team made up of representatives from different levels in the organisation be
assembled, to generate ideas and “buy-in” from the workforce and manage the business successfully through
a difficult period of change. This process was aided by implementing a few “quick-win” initiatives to let people
know management were listening to workforce issues and responding as best they could to issues causing the
workers frustration.
OUTCOME
The key to this process was communication. The workforce, in the absence of information from
management, feared massive job losses, far greater than was planned. Management had not been
communicating to their staff because final decisions had not been made and, in their view, there was nothing
much to convey. The workers were keen to have news, even if it were to say no definite decisions had been
taken. The workforce had become suspicious and management were losing their trust.
The solution seems obvious, but so many organisations opt for the same course of action – i.e. no
communication and little management visibility. In this case the client and its workforce responded positively to
the recommendations that were implemented. This resulted in a workforce that was more informed and
trusting and capable of moving forward as a united organisation. Workforce communication should not be a
one-off, as with any relationship it takes work and plenty of it.
www.confiance.com.au
Offices: Level 2, 11 Lang Parade Tel: + 61 (0) 7 3864 0500
MILTON QLD 4064 Fax: + 61 (0) 7 3864 0599
Email: info@confiance.com.au Website: www.confiance.com.au