THE ISSUE

Most businesses strive for growth and innovation, but not all understand the need to ensure their leadership depth and capability can drive these ambitions in a sustainable way.

In this case study, we’ll look at how one of our clients – a visible and diverse member-based organisation – were experiencing rapid growth and innovation, thanks to the appointment of a new CEO, and while they realised these were positive things, they also recognised that the organisation lacked experienced and skilled leaders who could drive and support this change. This was resulting in high and costly attrition, lower than ideal levels of staff engagement and put their strong brand reputation for product and member service excellence at risk. 

Having partnered with Lysander for several years on other learning and development solutions, the organisation engaged us to design a comprehensive leadership program.

THE GOAL

The goals were very simple: to build stronger leadership capability across the business and develop a pool of confident, skilled leaders ready to step into leadership roles as business growth continued. This would then reduce attrition rates, increase return on investment in recruitment and people development, boost staff engagement and ultimately deliver a superior experience for its members.

It was imperative that the program developed appropriate leadership skills and capabilities for each layer of leadership across the organisation – from high-potential individuals who could step in to acting leadership roles, to new and emerging leaders, to team leaders and then experienced leaders. The solutions needed to be relevant, accessible on-the-job and create long-lasting and deep change across the organisation. The diversity and size of the workforce also meant that the solution needed to be flexible, self-driven and accessible anywhere, with face-to-face ‘classroom’ time designed for maximum impact. Precisely the type of challenge that Lysander loves to tackle!

THE PROCESS

Taking a human-centred design approach and using the organisation’s capability framework as a foundation, Lysander ran a process that engaged leaders and representatives from across the organisation to identify fundamental capability requirements at each level of leadership. These were then carefully designed into four programs or ‘learning journeys’ – one for each layer of leadership – to build the capabilities required to achieve business imperatives in a range of areas. This design process ensured that the program content would be relevant and the learning outcomes would meet the critical business needs.

The next challenge was to select a delivery mechanism that supported easily accessible, on-the-job learning that engaged all learning styles and created long-lasting change. Using a digital learning platform as the mechanism, we employed a ‘flipped-classroom’ approach to the program structure, where digital ‘micro-learning’ activities introduce and build foundational knowledge of the core content. Workshops then allow learners to consolidate the knowledge and practice and develop deeper confidence and ability in each capability area. This use of blended learning ensures that the learning delivers maximum impact, allows the learner to drive their own learner journey and remains engaging over the duration of the program.

THE OUTCOME

The result is a four-tier, blended-learning program that is suited for all levels of leadership across the organisation. The program transformed the business within its first year and was recognised with a High Commendation at the 2019 Australian Institute of Training and Development Excellence Awards.

Leaders experienced higher energy and enthusiasm and shared a consistent approach to leading organisational growth and change. Even only touching certain layers of leadership over this period, attrition reduced by 20 per cent and leadership capability increases exceeded 25 per cent as measured pre and post each program.

Since rolling out in 2018, the program has become an integral part of the organisation’s investment in its people. Collectively, senior leaders in the business face future growth with the confidence that they have bench strength and succession plans to continue the transformation of the organisation. 

Additionally, Lysander has been engaged to continue rolling out the program within the client’s organisation for a further three years.

Below is a summary of each of the program’s tiers.

Tier One
The six-month High Potential Consultant Program introduces high-performing consultants to important processes, systems and knowledge needed to successfully act in supervisory roles for brief periods – and more importantly – to build capability in the type and depth of quality conversations they could comfortably have with staff and members.

Tier Two
The Emerging Leader Program is an eight-month journey underpinned by emotional intelligence and its application to effective leadership. It incorporates powerful 360˚ feedback and intensive work to build awareness and equips learners with strategies and foundational skills around having effective conversations, supporting and building team culture and coaching capability.

Tier Three
The 18-month Transformational Leader Program builds capabilities as leaders learn to inspire as they lead confidently through change, create a continuous improvement culture, hire the right people and step-up to persuade and influence on important issues impacting the business.

Tier Four
Strategic capability is the cornerstone for the Experienced Leader program, equipping participants to lead leaders, resolve conflicts, bring broad organisational requirements together into solid plans for delivery and enhancement within and across teams.

Published: January 2020