A Retail Organization’s Journey

Context
For two years, this organisation operated under intense pressure, characterised by demanding targets, rapid change, and stretched capacity across Head Office functions.
Challenge

• To navigate these challenges, the Senior Leadership Team (SLT) developed a very direct, “tell-focused” style of communication.
• While this approach facilitated rapid decision-making, it created unintended friction in the wider team… resulting in heightened tension and a sense of diminished autonomy.
• Consequently, important issues were often raised through informal channels rather than openly in meetings, contributing to lower morale and increased staff turnover.

Initial inquiry
Recognising a critical organisational challenge, the SLT commissioned an initial inquiry to gauge the internal pulse.
The strategic plan

1. SLT Contracting
   1. Once the SLT understood and acknowledged the impact of their actions on the organisation and the people they lead, and the associated risks with it, they collectively committed to a more collaborative leadership approach, improving their listening skills and presence in conversations, and adopting a systemic rather than purely departmental approach.
2. Systemic Team Coaching (multiyear)
   1. Systemic Leadership, 1 day, targeted at systemic theory understanding and collective positioning
   2. Capability building- Coach Approach learning modules delivered at multiple points
   3. Team Coaching- 3 x 2–3-hour team coaching sessions (placed at key moments in the programme) to realign as a leadership team, review progress and collective learnings, and clarify priorities, roles, and commitments for the next phase
   4. Individual coaching sessions alongside to deepen personal leadership shifts and sustain behaviour change.
3. Expanding capacity and readiness across Head Office- Coach Approach (multiyear)
   1. A series of “Coach Approach” learning modules were delivered at key points to build consistent leadership behaviours and collective responsibility, while promoting open, two-way listening and understanding.

Learnings
Co-designing the journey with the Leadership Team and their Managing Director fostered stronger ownership and buy-in. Through Systemic Team Coaching, they gained a broader perspective, developed greater awareness of their systemic patterns, and enhanced mutual understanding and communication. This approach reinforced a more collaborative, responsible and inclusive way of working across Head Office departments and Operations.
Relevant services

• Systemic Team Coaching
• The Art of Coach Approach