John Grant: Director of Operations
John contacted me with 24 hours’ notice to facilitate an emergency session with union staff. The staff were extremely upset about the mandated increased hours of operation which meant that they had to work late shifts and weekends, creating a negative impact on their personal lives. The employees were threatening union action. Management, 45 unionized members and the shop steward were present at the session.
Transformation
After spending some time listening to the union members’ needs and wants, I turned the tables around. Rather than them being told what shifts they would be working, I asked them what they really wanted. Recognizing that they could not oppose the mandated new hours of operation, they wanted to at least have control over the schedule so that there was more equity in who would work when based on their personal situations.
Hearing what was truly important to the staff, the director recognized an opportunity. He was willing to negotiate with the staff and give them full control to set up their own schedule as long as they were able to meet his needs.
Results
Staff went from anger, frustration to feeling heard and even clapping at the end of the meeting. We turned the situation around with a win-win solution in less than one hour. This intervention prevented what could have been a costly and disruptive event to the organization. Many years later, this scheduling system is still being used.