Rebuilding Trust and Boosting Performance Leveraging A Technique Used to Quickly Upskill Nurses: A Transformational Journey for a High-Stakes Client Group

Introduction:

A marketing team with a recent history of bad blood faced unprecedented challenges under the shadow of poor management—a stifling micromanager who dampened morale for 18 long months. This case study explores the remarkable turnaround orchestrated by Swarm Consulting with a new manager determined to revive trust and morale within the team, enabling them to meet the demanding expectations of a multi-billion-dollar client group.

Background:

The team, once vibrant and motivated, had languished under micromanagement for almost two years. Something finally broke and a new manager was introduced to the team. The manager found the team's rapport and interpersonal dynamics had suffered and realized she needed to do something different. The new manager reached out to Swarm and took charge, intent on the mission to restore the team's spirit and transform them into a high-performing unit capable of meeting the colossal demands of their prestigious client group.

Re-baselining the Team's Purpose:

The first step in the transformation journey involved a one-day session focused on re-baselining the team's purpose—their WHY. Through a playful facilitated exercise, the team members self-defined their mission, their vision and identified the unique value each member contributed to the business. This exercise not only clarified their collective purpose but also reignited a sense of pride and ownership in their individual roles.

Process Mapping Workshop:

To streamline operations and enhance efficiency, the team engaged in a process mapping workshop. They meticulously re-evaluated and rewrote their processes, ensuring alignment with their newfound purpose. This exercise not only fostered collaboration but also empowered team members to take ownership of their workflows, promoting a sense of autonomy and accountability.

Utilizing the Dreyfus Model:

Drawing inspiration from the Dreyfus Model, originally developed at UC Berkeley to accelerate the upskilling of nurses, the team embarked on a journey of rapid competency development. Given the high demands of their client group, the team embraced the model to enhance their skills swiftly and effectively.

Defining High Performance:

Through open dialogue and the application of the Dreyfus Model, the team collectively defined what constituted a high-performing team. They not only outlined the characteristics but also envisioned the type of high-performing team they aspired to become.

Creating Clear Action Plans:

Armed with a newfound purpose and a vision of high performance, the team developed clear action plans. These actionable steps focused on specific and deliberate communication for different parts of their process (when to use MS Teams, when to comment in their work management application and when to use email), appreciating individual contributions, and fostering a sense of camaraderie.

Results:

Within two weeks, the team underwent a remarkable transformation. Repaired relationships, a deepened appreciation for individual contributions, and a renewed sense of camaraderie became evident. The team had swarmed together, building a hive-like synergy that propelled them to raise their contributions by more than thirty percent over the next two quarters. The once-struggling team had not only met the high demands of their client group but exceeded expectations, showcasing the power of purpose-driven collaboration and inspired leadership.

Conclusion:

This case study highlights the transformative impact of purpose-driven leadership, collaborative self-definition, and strategic interventions in rebuilding a team plagued by poor management. The team's journey from disarray to high performance underscores the potential for positive change when individuals align around a common purpose and are empowered to shape their own success. The story serves as an inspiration for teams facing challenges, demonstrating that with the right approach, even the most beleaguered teams can rise, swarm, and achieve extraordinary results.