At the workshops, we had a clearer picture of other departments’ challenges and work processes. This has helped to deepen their understanding of the constraints faced by their colleagues. With greater empathy for one another, staff feel more bonded and have shown greater desire to extend help to one another.

“I noticed that staff no longer see themselves from an individual department but embrace the fact that they all represent York Hotel. Communication has also improved across departments. The most observable traits are the mutual respect and pleasantness that staff demonstrate to one another daily at hotel grounds, and especially when they have to deal with guest matters that require inter-department collaboration. Another distinctive outcome from the workshop is also the increased confidence in the staff. When dealing with guests, they are now better listeners, more patient when analysing issues with patience and able to carry out tasks with more conviction and less hesitation.”

We are encouraged that the workshop has helped our managers and team leaders discover innovative ways to manage teams.