Situation

 

A merger between two companies with very different national and corporate culture brings about many changes for an international company. Customer Service becomes not only a service unit but also a business development opportunity for up-sale. The company is looking for a high-impact management program for executives to boost communication and leadership skills.

Main Challenges

1. Management team needs to make sure the new organization works as a team even before the final organization decisions are made (who is going to stay, who is going to leave..)                        
2. The industry is unstable and plagued with uncertainty.  

New Leaders Approach

1. Leading Change with EQ program "Business Excellence"
2. Employees certified as EQ Leaders/Coach  
3. Organizational Vital signs assessment  + SEI  EQ individual report. New Leaders provide the 1st day + last day   of the program. HR do small group coaching in between(6 month)  
4. OVS + SEI again

Impact

1. HR EQ improves 50%+, Team total EQ improves 10%(see Graph)                  
2. 100% of the team member“survives”the change.                               

Feedback from Customer   

 
The customer services team:“By Using EQ tools we have learned a new way to  satisfy our clients in a difficult situation when there is a problem that we can not immediately solve” 
The participant: “We were astonished to learn how a simple tool solves the tension between the customer service representative and the customer”
Top manager:“This program is the best coaching I have ever participated in, the EQ coaching gave me more tools to deal with my emotions as  well that of my employees. This was specially useful in difficult times when I needed to fire some of my employees."