Executives wanted employees to take more responsibility in how to effectively process customer information using new software in the Meter Reading Department. During the beta test of the new software program for Meter Readers tension and increased conflict was observed by ComEd managers and Executives. The small beta test group exhibited increased work related stress, increased strained working relationships, increased medical leave absences, and increased conflict with managers and peers. Managers and Executives were concerned that daily operations would be jeopardized during the rollout of the change initiative.
Change is always difficult. The new software program would save the company thousands of dollars. The question was how to implement a new change initiative without the increased tension and conflict?
Executives wanted the “change training” to increase peer to peer communication, increase spontaneous problem solving, reduce conflict among groups (union employees and non-union management), and help employees transition into utilizing a new work practice.
Deanne DeMarco, a communication specialist and RCC business coach was asked to tackle the problem. As a part of the “change training” all Meter Reading personnel received, Deanne implemented the Coaching Clinic to all employees – union and management.
The Coaching Clinic is fully customized and replicates job requirements and interpersonal interactions among job classifications. The Coaching Clinic design utilizes Socratic experiential research models, and is effective for all job classifications.
The success of the program exceeded all expectations.
The Coaching Clinic 2-day design exceeded all expectations. The clinic model was used successfully to improve supervisors’ skill sets in coaching and communicating with employees. Union level employees learned to communicate more effectively with peers Managers and Executives were surprised on how quickly union level employees were able to utilize coaching concepts back on the job. The Coaching Clinic increased communication and decreased conflict immediately. For the first time a change initiative was implemented smoothly, without the conflict that typically goes hand in hand with change.