Coaching and Mediation Process
Case Study: REACH Riverside Development Corporation Coaching and Mediation Process
Problem Statement
REACH Riverside Development Corporation was experiencing significant challenges in the working relationship between its Chief Executive Officer (CEO) and the Chair of its Board of Directors. As a critical player in the redevelopment and revitalization of the Riverside neighborhood in Wilmington, Delaware, REACH Riverside's success depended heavily on the alignment and collaboration between its leadership. However, differences in perspectives and approaches between the CEO and the Board Chair were beginning to impact the organization’s ability to execute its mission effectively. The organization recognized the need to address these issues before they escalated further and affected the overall functioning of the board and the organization.
Background
REACH Riverside is a nonprofit organization dedicated to transforming the Riverside neighborhood through comprehensive community development initiatives. This includes affordable housing, education, and health and wellness programs designed to improve the quality of life for residents. The organization operates within a complex environment, requiring strong leadership and a unified vision to navigate the challenges associated with community redevelopment. The CEO and the Board Chair, both key figures in steering REACH Riverside’s efforts, found themselves at odds over several strategic decisions and operational approaches, creating tension that threatened to disrupt the organization’s progress.
Our Approach
Symphonic Strategies was brought in to facilitate a structured coaching and mediation process aimed at improving the working relationship between the CEO and the Board Chair. Our approach focused on fostering open communication, mutual understanding, and accountability. We designed a comprehensive framework that included individual and joint coaching sessions, ecosystem mapping, and the development of a partnership playbook. The goal was to help both leaders develop habits and behaviors that would strengthen their relationship and, by extension, the organization’s effectiveness.
Implementation Process
1. Phase 1: Agreement on Goals and Indicators of Success: We began by working with the CEO and the Board Chair to define clear goals for the coaching engagement. Each leader completed a worksheet outlining their individual goals, which were then reviewed and discussed in a joint session to finalize a set of shared objectives and success indicators.
2. Phase 2a: Mapping the Ecosystem: The next phase involved identifying key stakeholders who influenced the dynamics between the CEO and the Board Chair. We conducted one-on-one conversations with these stakeholders to understand the narratives and perceptions shaping the relationship. These insights were then used to create a detailed map of the ecosystem in which the CEO and Board Chair operated.
3. Phase 2b: Seminal Moments and Personal Narratives: Both leaders identified pivotal moments that had shaped their perceptions and behaviors. These narratives were shared and discussed in a moderated session, where problematic narratives were acknowledged, and alternative, more productive narratives were established. This phase was critical in building empathy and understanding between the two leaders.
4. Phase 3: Partnership and Accountability Review Sessions (Moderated): We facilitated a series of virtual working sessions where the CEO and Board Chair reviewed recent interactions, reinforced positive behaviors, and took accountability for actions that weakened their relationship. These sessions were designed to build a foundation for a stronger partnership.
5. Phase 4: Partnership and Accountability Review Sessions (Self-Moderated): As the relationship between the CEO and Board Chair improved, they began to self-moderate these review sessions, with Symphonic Strategies observing and providing feedback as needed. This phase helped ensure that the new behaviors and practices would be sustainable beyond the engagement.
6. Phase 5: Additional Support and Follow-Up: The engagement included provisions for emergency check-ins and a follow-up session 90 days after the conclusion of the main activities. This ongoing support was designed to help the leaders maintain the progress they had made and address any emerging challenges.
Results and Impact
The coaching and mediation process led to significant improvements in the relationship between the CEO and the Board Chair. Key outcomes included:
- Enhanced Communication: The structured discussions and review sessions facilitated by Symphonic Strategies improved the quality and frequency of communication between the two leaders, reducing misunderstandings and fostering a more collaborative environment.
- Increased Mutual Understanding: By exploring and re-framing their personal narratives, the CEO and Board Chair developed a deeper understanding of each other's perspectives and motivations, which helped to align their efforts more closely.
- Sustainable Partnership: The self-moderated sessions and ongoing support ensured that the positive changes in their relationship were sustainable, enabling the organization to move forward with greater unity and focus.
Key Takeaways
The success of the REACH Riverside engagement demonstrates the importance of addressing leadership dynamics proactively. By focusing on communication, mutual understanding, and accountability, organizations can resolve conflicts before they escalate and ensure that their leadership is aligned around a common mission. The structured approach used in this engagement can serve as a model for other organizations facing similar challenges.
Call to Action
Is your organization struggling with leadership dynamics that are impacting your effectiveness? Contact Symphonic Strategies today to learn how our coaching and mediation services can help you build stronger, more productive relationships within your leadership team. Together, we can create the foundation for lasting success.