Client: Local council organisation
Context: Job evaluation scheme implementation
Challenge: Breakdown in trust and communication between management and staff
What changed: Open dialogue, improved transparency, and renewed collaboration
Following the rollout of a new job evaluation scheme, dialogue between senior management and staff broke down almost completely. The rationale behind the scheme had not been clearly communicated, and the process—designed and implemented with the support of an external consultancy—felt distant from the realities of day-to-day work.
Confusion quickly turned into dissatisfaction. Staff felt alienated, departments became defensive, and what were initially informal conversations hardened into entrenched positions.
The issue wasn’t the existence of the job evaluation scheme itself—it was how it had been introduced.
A lack of transparency around criteria and decision-making created suspicion. Departments began to compete rather than collaborate, Each interpreting outcomes differently, often seeing them as unfair. Trust eroded on both sides, making resolution increasingly difficult.
What was needed wasn’t another framework, but a way to re-establish meaningful dialogue.
The work focused on listening first, then rebuilding communication step by step.
Conducted interviews and facilitated cross-departmental focus groups to discuss key concerns
Identified recurring points of misunderstanding and mistrust
Created structured forums where staff could speak openly with management in a neutral setting without fear of repercussions
Translated staff feedback into clear, actionable insights for senior leaders
Designed a phased trust-rebuilding plan centred on transparency, involvement, and consistency
Supported management with training in empathetic communication and active listening
The emphasis throughout was on acknowledgement, clarity, and follow-through.
Communication channels reopened. Conversations became more constructive, and staff reported a clearer understanding of how the job evaluation scheme worked and why decisions had been made.
Departments began working together again, supported by a growing sense of fairness and shared purpose. Most importantly, trust—while not instantly restored—started to rebuild in practical, visible ways.
Organisational crises are rarely resolved through explanation alone. People need to feel heard, involved, and respected before confidence can return.
Transparency isn’t just about sharing information—it’s about creating conditions where dialogue can happen safely and consistently.