Context
A medium sized family-owned business in technical services had been stuck in a cycle where feedback was avoided to prevent offending others, and decision-making had become overly reliant on collective consultation. This culture led to repeated mistakes, lack of accountability, and slowed progress. Our objective was clear: to foster a culture of open feedback and empower managers to make informed, independent decisions.
By applying Logical Levels, we addressed this change at multiple levels to ensure a deep and sustainable transformation.
1. Creating an environment for change
We conducted an in-depth analysis of the organisation based on structured interviews with key employees. We identified behavioral patterns that are characteristic of this organization and hinder the achievement of goals and organizational growth. We presented the research findings to the managers and obtained confirmation and a shared understanding of the current situation. We identified areas for change and received approval from key employees for the proposed changes, including acceptance of the budget for training, workshops, and individual coaching. We implemented new decision-making frameworks that granted managers greater autonomy within their roles, ensuring that decision-making no longer required constant consensus from the entire team.
2. Encouraging behavioural change
We then focused on shifting behaviors across the organization. Through tailored workshops and training sessions, employees learned how to provide and accept feedback in a productive way. We reinforced the importance of taking responsibility and giving feedback when it was needed, even in difficult situations. Managers were coached to act decisively, without always needing validation from their teams, which reduced bottlenecks in decision-making processes.
3. Building skills for lasting impact
A core part of the project was skill development. We ran multiple communication training programs, where employees were equipped with tools for delivering feedback that was both direct and supportive. Using tools like MindSonar or 4 perceptual positions we learn them how to communicate more efficient and reach consensus faster. Managers underwent decision-making training, which helped them feel more confident in leading their teams without always seeking approval. These skill-building initiatives ensured that the changes would be sustainable in the long term, creating a more agile and responsive workforce.
4. Shifting beliefs and values
One of the most transformative aspects of this project was shifting the organizational mindset. We worked closely with leadership to redefine the value of feedback as a positive driver of personal and collective growth. Managers embraced their roles as leaders with decision-making power, while employees began to see feedback as an essential part of their development, rather than a potential source of conflict. Over time, feedback became embedded in the culture as a normal, valued practice.
5. Redefining identity
The changes we implemented also reshaped the company’s identity. In several individual cases, after completing the coaching process, managers, equipped with new skills and supportive beliefs no longer viewed themselves as facilitators of group consensus but as leaders trusted to make key decisions. Employees, in turn, embraced their role as active contributors to the company’s success, providing input where necessary but trusting their managers to lead. This shift in identity built a stronger, more cohesive team with clear lines of accountability.
6. Aligning with a greater purpose
Finally, we helped the management team to schape company’s mision and vision, to translate it to a concreat actions list and long term plans. A new vision statement was introduced, emphasizing the importance of open communication and decisive leadership in achieving the company’s long-term goals. The entire team aligned around this shared purpose, which led to improved collaboration, faster decision-making, and overall increased efficiency across departments.
Outcomes and results
Within months of the project’s implementation, we could obeserve a significant cultural shift. Feedback became a normal and constructive part of everyday work, and managers felt empowered to make quicker, more effective decisions. The constant cycle of consulting everyone for every decision was broken, leading to fewer repeated mistakes and improved overall performance. Employees reported higher job satisfaction, as they felt heard and saw real changes resulting from their input.
One of the reasons of success is that we trained on the job with real topics that they were dealing with anyway. So, the invested time immediately delivered concrete results, earning back part of their invested time. The development was part of their daily business, not a separate process.
To ensure that the change is sustained, we implemented a tool called the “Team Multimeter,” which is used for periodic evaluation of the maintenance of new, desired behaviours within teams.
Most importantly, the company’s newfound agility allowed them to adapt more quickly to changes in the market, giving them a competitive edge in their industry.
If your organisation is facing similar challenges with communication and decision-making we can help you implement a tailored solution that drives real, sustainable change.
Contact us today to discuss how we can transform your company’s culture and performance.
