Dec 8, 2024
Culture change in our model is fully distributed from Chief Executives to front-line staff. Hear what this IT analyst had to say about the transformation after she had already worked at Esse for 24 years.
Kim, Analyst: My name is Kim Conway. I’m a User Support Analyst.
Overall Improvements: The overall improvements that I have noticed is the tension has improved dramatically. I’ve worked with at the help for 24 years and in the past eight years I have worked in the MIS IT department and I have not seen a more relaxed, comfortable environment, than I have within the last year, and it seems to keep getting better – it really does.
Story: I did use one of the skills. It was Managing Frustrations. I used that with someone who I was not sure how I wanted to approach the situation, or what the right way would be to approach that, and after reviewing the questions and the instructions on the card, it was very helpful. It helped me let her know what my frustrations were, and what I would like to see, and it turned out very well. Everyone was receptive. Everyone made suggestions. And we no longer have that problem, so it was very helpful.
Everyone’s Included: I do like that everyone’s included. I feel that it makes a big difference. I feel that everyone understands where you’re coming from, and they understand what you’re talking about, and what it is that you’re looking for when you use those tools. And I feel it really helps. It just seems that the atmosphere is much lighter around here. There’s not any tension. You’re not afraid to speak to someone. There’s approaches given to help you with all of those things. it brought out so many things about me that I did not know, and it also gave me a different perspective when dealing with my co-workers that I wouldn’t have done before. It made a huge difference to me.
Trustworthiness: it is happening here more so than it was before, and I feel it’s extremely important. if I don’t feel a trust between the person that I’m working with, then I constantly have that doubt in the back of my mind whether or not it’s going to get done, or whether or not I have to follow up on it, or be concerned with the way they carry out what I’ve asked them to. The difference that I’ve seen is knowing that I can trust someone, I don’t have to spend time checking up. They have accepted that responsibility, and they are accountable for that, so I no longer have to worry about it.
Greatest Challenge: The most challenging I think at first was to refer back to the different tools that were there until I got used to them, until I until they started coming out on their own, and how amazed I was when they did start coming out on their own, versus me having to refer back, and say, “Okay now how am I going to handle this”” or “What do I want to do with this?” or “What is it that I really want?” or “What is it that I want to ask of someone?” Now those phrases and those terms are sticking, and the more you use them the easier it is. It does take dedication. And it does take time. And it does take some work, but it’s worth it.
Mentoring: The mentoring sessions are good times to practice things that you don’t feel comfortable with. They’re also good times to ask questions about something that maybe didn’t sink in the first time, or maybe needing another view.
Group review sessions: I enjoy the practice sessions, that was what we called them correct? The practice sessions: because there are several people in the room, and you can hear a lot of different views, and many times someone else’s view is that AHA! Now I understand. Now I get it. The year of monthly training that we went through taught me a lot of things, and the appropriate use of things, but it also gave me the ability to work with people in our team who I may not see on a regular basis; to get to know them better, to make sure and make that contact with them, and smile, and say, “Hi!” to them when I see them, versus, “Oh there’s so-and-so. He works in my department.” Now I know their name. I know more about them, and I can go up and talk to them if I need to, whereas, before I may not have.
Contrast in other Esse departments: Well and not only that but I can see the difference in the other departments in this central business office who have not done this. We are different. The west way is more relaxed, and different, and able to talk to each other, and able to handle our own problems, instead of going and tattling to someone else. We feel comfortable going to each other now, where we did not feel that.
Advice to anyone considering LifeWork Systems: I would tell them to give it serious consideration because I truthfully cannot believe the change that we have seen in our team after working on this project. I would tell the other departments that this is very beneficial. It is worth the time that it takes. It is worth the money I’m sure, to have your co-workers be able to communicate clearly and effectively with each other, and to have that (I hate this word), harmonious atmosphere where everyone seems to be getting along. And if they don’t, they can work it out themselves. They don’t have to take someone else’s time to be the mediator, or to help them figure out an answer to the problem.
Greatest Aha: I feel my my greatest aha is probably that there is always another AHA that pops up down the road.
