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Corporate Case Studies

Organization

Tata Sky

Industry

Telecom

Product

Crucial Conversations

Opportunity

  • Bureaucracy and conflict limited expansion, speed, and efficiency.
  • Culture of avoidance and confrontation.
  • Managers could not communicate or reach dialogue.

Results

  • Eliminated passive aggressive behaviors in various divisions
  • Reunited divided teams.
  • Increased dialogue among employees.

Download Doc

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Organization

Sprint

Industry

Manufacturing

Product

Crucial Conversations

Opportunity

  • Rapi growth threatened company culture
  • Employees lacked interpersonal skills
  • Employees avoided conflict accountability and speaking up to defend their point of view

Results

  • Taking action to correct unsafe practices improved 25%
  • Mediating differences of opinions among team members improved 16%
  • Defensiveness improved13%

Download Doc

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Organization

Cook Children's Health Care System

Industry

Healthcare

Product

Crucial Conversations

Opportunity

  • Talking about others behind their back
  • Lack of candor with leaders
  • Employees lied to executives to save face

Results

  • Despite sudden drops in patient volume and budgets, the hospital met patient satisfaction and quality goals
  • Productivity improved and employee satisfaction is ranked first among all 35 peer institutions

Download Doc

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Organization

MaineGeneral Health

Industry

Healthcare

Product

Crucial Conversations

Opportunity

  • Conflict was not addressed openly
  • Employees did not feel safe expressing their opinions openly

Results

  • Managers improved by 53% in confronting safety violations that endangered patients
  • Employee's willingness to speak up and confront disrespect improved by 35%

Download Doc

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Organization

Sprint

Industry

Telecom

Product

Crucial Conversations

Opportunity

  • IT division suffered from abysmal results, delivery delays, and runaway costs
  • Employees avoided conflict and focused on evading accountability

Results

  • Productivity improved by 93%
  • Systems availability improved by 90%
  • Customer-care expenses were reduced by $20 million annually

Download Doc

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Organization

AT & T

Industry

Telecom

Product

Crucial Conversations

Opportunity

  • In 18 months, AT and T had to drastically improve 20 billing programs, maintain product quality and reduce staff numbers by 33% while improving moral by 15%

Results

  • Employee satisfaction rose by 20%
  • Met cost-reduction goals, headcount reduction goals and improved programs while maintaining product quality
  • Closed billing-costs gap by 90%

Download Doc

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Organization

Robroy Industry

Industry

Manufacturing

Product

Crucial Conversations

Opportunity

  • Employees were underperforming on the job
  • Employees had to interrelate across many different levels, functions, and experiences

Results

  • Sales per employee improved 15% and profit per employee tracked that jump
  • The division's product reject rate declined 50%
  • On-time shipments improved from 90 to94%
  • The company celebrated their second consecutive record revenue year in 2007

Download Doc

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Organization

Maimonides Medical Center

Industry

Healthcare

Product

Crucial Conversations

Opportunity

  • Lack of respect in the Operating Rooms
  • Bring "Code of Mutual Respect" to life to eliminate bad behavior among nurses, physicians, and staff.

Results

  • 54% improvement in how leaders handle disrespectful behavior
  • 39% improvement in confronting violationsof respect
  • Improvement in employee's understanding of respect
  • Improvement in employee morale
  • mprovement in patient safety

Download Doc

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Organization

Excel Polymers

Industry

Manufacturing

Product

Crucial Conversations

Opportunity

  • Help employees to work cross-functionally, be more collaborative, and act more like team players during a massive cultural transformation
  • Break out of a culture of silence

Results

  • Maintained profitability in the midst of raw material price spikes
  • Increase loyalty with customers resulting in a multimillion dollar contract.
  • Earned larger contracts after a customer confrontation
  • mproved employee's confidence and abilityto communicate.

Download Doc

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Organization

Cerner Corporation

Industry

Healthcare/IT

Product

Crucial Conversations

Opportunity

  • Revenues and head count increased sevenfold in previous decade.
  • Needed new leaders and wanted to hire from within.
  • Future leaders needed training to learn skills to manage multiple teams and openly disagree with experts so they could provide the best solutions for clients.

Results

  • 36% improvement in employee's ability to hold crucial conversations
  • Improvement in employee's ability to repair or restore relationships.
  • Improvement in employee's ability to address team members
  • Improvement in employee's ability to gain the trust of reluctant clients.

Download Doc

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Organization

Pride International

Industry

Oil & Gas

Product

Crucial Conversations

Opportunity

  • Safety measures weren't people's top concerns and employees had grown complacent.
  • Facing business impact of their less than optimal safety record.
  • Poor incident rate affected commercial sales.

Results

  • Total incident rate improved by 55%
  • Turnover decreased by 40%
  • Reported zero accidents that required employees to miss time on the job in the year following training.

Download Doc

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Organization

Michigan Department of Human Services

Industry

Oil & Gas

Product

Influencer

Opportunity

  • Tremendous work load expansion and increase to client pool.
  • Poor customer service.3
  • Had to comply with government sanctions which slowed down process.

Results

  • Improved total customer service rating by 38%
  • Average wait times dropped by 23% for customers without appointments and 89% for customers with appointments.
  • Positive comments from customers improved by 53%

Download Doc

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Organization

Dallas Housing Authority (DHA)

Industry

Nonprofit

Product

Crucial Confrontations

Opportunity

  • "Artificial harmony" People appeared to agree, but secretly opposed decisions
  • No communication between departments
  • Lack of accountability

Results

  • Increased accountability
  • Eliminated territorialism
  • Employees resolved their own conflicts

Download Doc

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Organization

Orkin

Industry

Pest Control

Product

Crucial Confrontations

Opportunity

  • Turnover Employee retentions numbers had been steadily decreasing (1,500 employees for five consecutive years).
  • The company needed to decrease turnover in order to decrease costs as well as increase quality and customer satisfaction.

Results

  • Significant decreasein turnover from the previous year.
  • 8% total decrease in turnover rate compared with theprevious five year's average.
  • Three employees restored and re-launched their careers.

Download Doc

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Corporate Case Studies

Organization Industry Product Opportunity Results Download Doc
Tata Sky Telecom Crucial Conversations
  • Bureaucracy and conflict limited expansion, speed, and efficiency.
  • Culture of avoidance and confrontation.
  • Managers could not communicate or reach dialogue.
  • Eliminated passive aggressive behaviors in various divisions
  • Reunited divided teams.
  • Increased dialogue among employees.
download.png
Sprint Manufacturing Crucial Conversations
  • Rapi growth threatened company culture
  • Employees lacked interpersonal skills
  • Employees avoided conflict accountability and speaking up to defend their point of view
  • Taking action to correct unsafe practices improved 25%
  • Mediating differences of opinions among team members improved 16%
  • Defensiveness improved13%
download.png
Cook Children's Health Care System Healthcare Crucial Conversations
  • Talking about others behind their back
  • Lack of candor with leaders
  • Employees lied to executives to save face
  • Despite sudden drops in patient volume and budgets, the hospital met patient satisfaction and quality goals
  • Productivity improved and employee satisfaction is ranked first among all 35 peer institutions
download.png
MaineGeneral Health Healthcare Crucial Conversations
  • Conflict was not addressed openly
  • Employees did not feel safe expressing their opinions openly
  • Managers improved by 53% in confronting safety violations that endangered patients
  • Employee's willingness to speak up and confront disrespect improved by 35%
download.png
Sprint Telecom Crucial Conversations
  • IT division suffered from abysmal results, delivery delays, and runaway costs
  • Employees avoided conflict and focused on evading accountability
  • Productivity improved by 93%
  • Systems availability improved by 90%
  • Customer-care expenses were reduced by $20 million annually
download.png
AT & T Telecom Crucial Conversations
  • In 18 months, AT and T had to drastically improve 20 billing programs, maintain product quality and reduce staff numbers by 33% while improving moral by 15%
  • Employee satisfaction rose by 20%
  • Met cost-reduction goals, headcount reduction goals and improved programs while maintaining product quality
  • Closed billing-costs gap by 90%
download.png
Robroy Industry Manufacturing Crucial Conversations
  • Employees were underperforming on the job
  • Employees had to interrelate across many different levels, functions, and experiences
  • Sales per employee improved 15% and profit per employee tracked that jump
  • The division's product reject rate declined 50%
  • On-time shipments improved from 90 to94%
  • The company celebrated their second consecutive record revenue year in 2007
download.png
Maimonides Medical Center HealthcareCrucial Conversations
  • Lack of respect in the Operating Rooms
  • Bring "Code of Mutual Respect" to life to eliminate bad behavior among nurses, physicians, and staff.
  • 54% improvement in how leaders handle disrespectful behavior
  • 39% improvement in confronting violationsof respect
  • Improvement in employee's understanding of respect
  • Improvement in employee morale
  • mprovement in patient safety
download.png
Excel PolymersManufacturing Crucial Conversations
  • Help employees to work cross-functionally, be more collaborative, and act more like team players during a massive cultural transformation
  • Break out of a culture of silence
  • Maintained profitability in the midst of raw material price spikes
  • Increase loyalty with customers resulting in a multimillion dollar contract.
  • Earned larger contracts after a customer confrontation
  • mproved employee's confidence and abilityto communicate.
download.png
Cerner Corporation Healthcare/IT Crucial Conversations
  • Revenues and head count increased sevenfold in previous decade.
  • Needed new leaders and wanted to hire from within.
  • Future leaders needed training to learn skills to manage multiple teams and openly disagree with experts so they could provide the best solutions for clients.
  • 36% improvement in employee's ability to hold crucial conversations
  • Improvement in employee's ability to repair or restore relationships.
  • Improvement in employee's ability to address team members
  • Improvement in employee's ability to gain the trust of reluctant clients.
download.png
Pride International Oil & Gas Crucial Conversations
  • Safety measures weren't people's top concerns and employees had grown complacent.
  • Facing business impact of their less than optimal safety record.
  • Poor incident rate affected commercial sales.
  • Total incident rate improved by 55%
  • Turnover decreased by 40%
  • Reported zero accidents that required employees to miss time on the job in the year following training.
download.png
Michigan Department of Human Services Oil & GasInfluencer
  • Tremendous work load expansion and increase to client pool.
  • Poor customer service.3
  • Had to comply with government sanctions which slowed down process.
  • Improved total customer service rating by 38%
  • Average wait times dropped by 23% for customers without appointments and 89% for customers with appointments.
  • Positive comments from customers improved by 53%
download.png
Dallas Housing Authority (DHA) Nonprofit Crucial Confrontations
  • "Artificial harmony" People appeared to agree, but secretly opposed decisions
  • No communication between departments
  • Lack of accountability
  • Increased accountability
  • Eliminated territorialism
  • Employees resolved their own conflicts
download.png
Orkin Pest Control Crucial Confrontations
  • Turnover Employee retentions numbers had been steadily decreasing (1,500 employees for five consecutive years).
  • The company needed to decrease turnover in order to decrease costs as well as increase quality and customer satisfaction.
  • Significant decreasein turnover from the previous year.
  • 8% total decrease in turnover rate compared with theprevious five year's average.
  • Three employees restored and re-launched their careers.
download.png


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