Case study · Training
Leadership training: communication techniques to manage expectations
Hands-on workshops that helped control room operators communicate with management and prepare for supervisory roles.
The challenge
Background
Our client wanted to improve the performance of its control room personnel and position them to move into supervisory roles if they chose.
They needed industry-relevant instruction that could be applied immediately.
Our approach
What DuraBante did
Listened first
Actively listened to operators’ concerns and challenges, and to the gaps in what management needed.
Interactive workshops
Hands-on sessions using industry tools to build skills like three-way communication and clarify roles and responsibilities.
Practical leadership tools
Leadership techniques and management tools such as “Task Leading Procedures.”
Business context
Industry background so operators understood the business drivers and how their roles fit the bigger picture.
From complaints to requests
Coached each operator to explain business needs to management instead of complaining about what was missing.
Presentation skills
Taught operators to communicate their key messages effectively, and the difference between managing processes and managing people.
Outcome
Results
- Clear improvement in communication, leading to more effective assignment of priorities.
- Operators articulated concerns and recommendations better, gaining more management support.
- Management understood operational requirements better and gave direction earlier, so Operations could meet commitments.
- Improved scheduling communication reduced the impact of maintenance on Operations.
- Operators took more ownership of objectives and dropped the “they,” making messages clearer and more direct.
- The relationship between management and Operations noticeably improved.
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