Challenge:
The Head of Department had to address the decline in performance of an invaluable team member.
Situation:
The Department Head of a core function in a pharmaceutical company noticed a sudden performance drop in a key direct report, who also showed reduced interest in supporting others within the team. In addition, this person played an essential role in deliverables to other functions.
Realising that he lacked the necessary expertise to address this situation the Department Head contacted us, seeking help and advice. The support programme we recommended included an online learning module on Mastering Challenging Conversations and was accompanied by a focused coaching programme.
The module illustrated to him the skills and tools he needed to apply in order to resolve the situation. By internalising those, he was able to adjust his approach to the situation in alignment with his personal values.
Result:
Having completed the programme, the Department Head felt empowered to address the performance issue.
Despite his fears, the final conversation was very constructive, and the direct report expressed gratitude for his leader’s encouraging feedback. His behaviour started changing within days and his performance level returned to normal.
“I knew a critical conversation had to be prepared. With the tools offered, especially the ladder of inference, I was able to focus on the critical steps of the feedback session. The support coaching helped me to conduct the conversation very authentically.”
