Observe
We started with real day-to-day store challenges and friction between directors, managers and operational teams.
Multinational retailer · Cultural transformation and leadership
Moving from a forceful management culture to more humane leadership
Moving from control-led management towards relational leadership focused on development
ChallengeMoving from control-led management towards relational leadership focused on development
WorkStore directors and middle managers
DurationPartnership since 2009
ScopeThe multinational's store leadership structure
Critical situation
Operational standards were being upheld mainly through control
The organisation operated with a traditionally tough management culture centred on operational control.
Managers responded to pressure with directive instructions, creating fatigue, communication barriers and little room for empathy, coaching or talent development.
Behaviour to develop
Combine the demands of a high-performance operation with emotional maturity, close relationships and active listening
Listen, give feedback and support development while maintaining operational standards.
The practice and work undertaken
From a critical situation to a different way of acting
Name
Introducing behavioural, psychological and relational dimensions through coaching, emotional intelligence and feedback tools.
Experiment
Practical exercises to test new approaches to communication and people management through close interaction.
Consolidate
Ongoing support and learning innovation since 2009, establishing more humane leadership as a pillar of the brand.
What began to happen
Observed changes
Before
Leadership based on imposed instructions and strict control.
After
Relational leadership focused on development and close support for each employee.
Before
Isolated responses to operational pressure.
After
A strategic partnership embedded in the company culture and HR's work.
Before
Difficulty retaining talent and managing the sector's human pressures.
After
Directors equipped to lead with empathy, active listening and consistency.
Testimonial
“More than an external supplier, they are business partners who are part of our history, commit themselves fully and have transformed our leadership culture.”Testimonials from the board and Human Resources
What this case combined
Long-term partnership, humane leadership, cultural transformation and deep knowledge of retail operations
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