Lately I have received this question from many people of the "Winners Nation", who are asking if it is possible, an existing toxic working environment, to be transformed into a united and productive team. They also asked me how is it possible to change a current situation and if it is, then how easy it is.
I thought it is more valuable if I share my answer to all of you, as I totally believe that we all learn from each other.
Here is my reply
First and foremost note that it is possible to change. It is possible to transform a mindset or create a common mindset that a team will believe and perform based on that.
Secondly I have to say that the level of difficulty it mainly depends on how much the management believes and wants it to happen. Then in regards to the team, it's true that they are the first who want it, but not always the case of all individuals being the first to accept it.
We need to take a closer look on this by saying that we can never force people to change. But we know that they can do it if they have all the information needed for them to take the step. Our job here is to ensure that we provide organisations, their teams and each individual on their teams, with all the information, strategies, methodologies and leadership skills that will enable them to make the new environment a reality.
How the transformation of a toxic culture takes place
Here are the steps we follow to help our clients transform their culture:
Start with the Brand's Core Believe System - this is our Winning Strategy we use to build a brand from its core. This is the foundation on everything that the brand and its people will use to perform, to communicate and to take future decisions.
Align your Leadership Team - make sure that all your leadership and management team is aligned and ready to support their teams in engaging with the new standards. You need your leadership team united and aligned, so they can all target the same output.
Align Processes and Departments - you have to align your processes and all departments so there is a common communication strategy in and out of the brand. A good and easy example is the case of the brands promising a superior customer service and when customers come is they get anything else than a great service. In combination to point 2 above, this is what we call the "Unaligned Culture"
Hire the Best People - it is very important to understand and put in place a hiring and on-boarding process to ensure you are hiring the best people for what you are trying to accomplish. Pay attention to the details of the personality rather than the skills of people. Skills are learnable, most of the times.
Improve your Customers Service Level - We teach people on the Ripple Effect of Customer Service, so they can understand how they can keep improving their service, rather than improve it and keep it static.
Communicate your Culture - Branding is all about the inner part of the organisation, not the selling messages companies use on their marketing. It is time to communicate what you really are and how you perform on a daily basis.
Create a Continuous Improvement Process - Similar to what mentioned above on point 4, we need to make sure we keep improving all parts of our business, starting from the product itself and moving to the customer service, customers relationships and experience. It is crucial for all of us to understand how we receive information and how we process this information for continuous improvement. Listen to your customer's voice.
Maintain the Good Work - The most difficult part is to maintain what you have done until now. Make sure you put a mechanism in place that will ensure you keep your company on track of the new culture and its improvements.