City of Eden Prairie
Ameriprise Financial
University setting
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CASE STUDY #1
City of Eden Prairie
Eden Prairie On Track--City of Eden Prairie
Opportunity
Clarification of the City of Eden Prairie’s core values by it’s City Council and staff presented an opportunity for recognition and reinforcement of associated behaviors by all city leaders and employees through training and follow up coaching.
Approach
Working closely with City staff, Sheila developed a solution that both supported the organization goals and served the needs of its end users. Sheila gathered advisory teams from throughout the organization to help bring the messages supporting public stewardship, teamwork, flexibility, customer focus, results orientation and initiative to all employees. The shared vision represented in the deliverables allowed development to move forward very quickly.
Creating customized materials, capturing and producing videotaped stories from staff, citizens, and customers. facilitating pilot training modules and evaluating outcomes, coaching and training subject matter experts to continue the process were all intricate pieces of the project. These key stakeholders became critical ambassadors for the ongoing training and development of new and seasoned staff of the City.
Results
Testimonials from leaders, employees, citizens and community partners of the project have been exciting! They have detailed the pride; dedication and continuous learning that accompany participation and follow up with each of the sessions. City staff repeatedly refer to the tremendously complex nature of the work of City government confirmed in these sessions yet were humbled by the values shared by all who serve citizens in this community.
CASE STUDY #2
Ameriprise Financial
Team Effectiveness – Ameriprise Financial, Inc.
Opportunity
The need for creating and maintaining cohesive, high performing teams is critical to the many businesses within Ameriprise, Inc as it meets the needs of its franchisees, internal and external customers each day.
Approach
Working closely with OD consultants internal to Ameriprise, Inc, Sheila developed a solution that both supported the organization goals and served the needs of its end users. Sheila designed, developed and delivered a Team Effectiveness Series of three training modules that included individual and group culture work with action planning beyond the training events. Sheila then piloted the series with customers in Minneapolis and New York continuing to hone the learning experiences, materials, resources and follow up opportunities. She illustrated the new information by coaching trainers to deliver the individual modules, and continues to support the work of the internal consultants.
Results
Individual teams have reported levels of success ranging from understanding the diversity of work, communication and interpersonal styles of their newly formed team of colleagues to diffusing potentially disastrous interpersonal conflict based upon their newly acquired style modification skills.
CASE STUDY #3
University IT Specialty Team
Opportunity
A team of highly skilled IT professionals working within a University setting experienced a myriad of complaints from customers relating to the department’s problem solving approach when trouble shooting daily. The customers included students, staff and particularly; faculty.
Approach
Working closely with the Professional Development staff at the college, Sheila developed a solution that supported the team members individually while addressing the needs of their customers. Sheila interviewed individual members of the staff; experienced and new, the department leader and a member of his supervisory staff, two faculty members and one student prior to developing program and learning objectives. Sheila customized and delivered a program that included training for individual participant self awareness using the DiSC Personal Profile instrument, interactive exercises highlighting excellence in customer service and facilitation of a Department Principles guide involving all team members.
Results
Faculty and student complaints decreased 80% in the first three months. Analysis of the new complaints by department staff indicated a need for further coaching with one member of the team only. Many team members expressed their renewed enthusiasm for leaders who invited them to explore their individual styles and team strengths.