IMPROVING THE CONVERSATIONS AT A LARGE QUEENSLAND GOVERNMENT AGENCY

IMPROVING THE CONVERSATIONS AT A LARGE QUEENSLAND GOVERNMENT AGENCY
By Mark Raymond – Newfield Institute

This case study features extensive application of the ontological methodology in a government setting - the Department of Natural Resources and Water, now the Department of Environment and Resource Management (DERM), a large Queensland Government agency. Michelle Hill and Steve McKenzie, from DERM, participated in Newfield’s Vocational Graduate Diploma of Ontological Coaching and applied much of the learning in various programs for managers and staff at DERM, with great results.

DERM is a large Queensland Government agency that operates to protect the environment and to promote sustainable development in Queensland. Some of the issues that the Department has dealt with in recent years include climate change, how to manage Queensland’s water resources, environment policy and land usage.

Background
Historically, the Department’s managers had been promoted based on their technical capability, and many managers have backgrounds in engineering, agriculture and science. The Department was doing a program around the organisational culture at the time and focussing on the way it does business and its organisational values. One of the key outcomes of this program was that much of the business DERM does is contingent on the conversational skills of management and staff. And it was recognised that there was a need to build the capacity of staff to have effective and efficient conversations with stakeholders and clients.

Michelle attended Newfield Institute’s three-day Coaching in Action program and could see immediate benefit and application of the principles used in Newfield’s coaching approach to the Department’s leadership and capability development needs. What appealed to Michelle was the emphasis on conversations and the relevance for managers and staff in the Department. Steve McKenzie, a colleague of Michelle’s and a manager with a team of 50 people, could also see the importance of effective conversations to organisational performance, recognising that most issues that occur in organisations are social, with people dynamics and culture at the core. Michelle and Steve were supported by the Department to complete Newfield’s Vocational Graduate Diploma of Ontological Coaching (an in-depth program that significantly builds on the skills and principles introduced in Coaching in Action ) to give them the knowledge and practical experience necessary to design and roll out the programs.

The programs at DERM
Michelle and Steve delivered programs which focussed on improving organisational performance through conversations and relationships, for middle managers, emerging leaders, and teams across DERM, ranging from two-day workshops to a series of thee-hour workshops spread over a number of months. The programs provided participants with the opportunity to learn new concepts, critically reflect on themselves and then practice new skills. Much of the success of the programs was due to the robust nature of the content and the experiential way it was delivered and the follow up, allowing participants to come to their own conclusions and take responsibility for their learning. In addition to the workshops that were offered to the whole Department, Steve also designed and ran a number of workshops on conversations and relationships for his teams, which are still held on an ongoing basis. About 200 people have attended the various programs.

The outcomes
The workshops were very well received - participants reported less stress, fewer misunderstandings and less tension after applying what they learnt. Importantly, much of the learning has stuck, and become part of the language back in the workplace. It is not uncommon now to hear people respectfully challenge each others’ opinions and hold each other accountable. People are also more open to share and discuss their point of view. This has led to teams getting a much broader perspective on issues, resulting in better advice to other agencies and the relevant Ministers. People are also making more specific requests, resulting in faster turnaround and higher quality work, not to mention less frustration!

Steve noted a fundamental shift in how his staff work with clients who are unhappy about a particular issue. Staff now have the presence of mind and the skills to acknowledge their clients’ emotions and respectfully listen so their issues can be resolved in mutually satisfactory way. Steve commented that treating people with different viewpoints with respect and legitimacy as being critical to their success as a team. Steve commented, “This is the way I want people to conduct themselves in my team”.

One of the unexpected outcomes has been more innovation. According to Steve, “When you create an environment where everyone is genuinely valued and respected, and listened to, the conversations are better, and possibilities emerge that would not have been otherwise possible”. Steve added. “I see innovation as different to creativity. Innovation happens when there is creativity and action, and conversations for action and commitment are a key part of how the team now operates”.

Reflecting on what she learnt most during the program, Michelle said, ”We all have the capability to have productive conversations but sometimes we don’t realise it”. Reflecting on her time doing the Vocational Graduate Diploma of Ontological Coaching, Michelle said, “It was one of the best things I’ve done”.