Transforming Team Leadership

In one customer service team, the leader had become known for their negativity—so much so, the team jokingly gave them a theme song: “It’s Not Fair, I’ve Had Enough, Now I Want My Share.” Their attitude was draining morale and creating a toxic atmosphere.

Although senior leadership was aware, nothing had been done—until the team leader expressed interest in a wider leadership role. At that point, HR stepped in and recommended a different path forward: 12 weeks of external coaching and a Lifestyles Inventory (LSI) 360° assessment to build self-awareness.

The 360° feedback was a turning point. With guidance, the team leader confronted how they were being perceived and committed to real change. Coaching focused on reshaping behaviours, improving communication, and developing a more constructive leadership style.

The transformation was not only noticed in the workplace but at home, too. The team leader’s relationship with their partner—once on the verge of breaking down—began to heal. Their mindset shift had a ripple effect, positively impacting their family and young child.

This story is a powerful reminder: self-awareness and the right support can completely change a person’s professional path and their personal life.

If you would like some assistance increasing the self -awareness of one or more of your team members we're here to help.

#LeadershipDevelopment #HRMatters #CoachingJourney #SelfAwareness #RealLifeLeadership #CultureChange