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Organisation Development Resources - Team Renewal


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Organisational Effectiveness Sml



TEAM EFFECTIVENESS   Team Effectiveness Sml

Individual Effectiveness SmlINDIVIDUAL EFFECTIVENESS




Organisational Effectiveness DriversORGANISATIONAL DRIVERS

Ergon Energy – Service Channels 

Designed and conducted in depth preliminary stakeholder consultation to identify business drivers and agendas then designed and facilitated targeted scenario planning and strategic planning with the management team to establish strategies and capability for the newly introduced 5, 10 and 15 year business Planning Horizons.

Designed a functionally realigned workforce and accompanyingchange management plan, negotiating the incorporation of a capability framework for influencing behavioural change in customers to reduce electricity load demand on assets.

Townsville City Council

Broke down directorate level silos and engaged the Executive Management Team in committing to and then facilitated the first whole of Council scenario planning workshop.

Western Milling

Developed and facilitated the first strategic planning retreat for the senior management team of the Queensland operations.  Achieved the development of the first 5 year strategic plan for the Queensland management team and an operational plan for the next three years.

Organisational Effectiveness Operating-ModelOPERATING MODEL

Bremer Institute of TAFE

Conducted a business review, strategic alignment and restructured the Business Development Division of the Institute. Developed the Change and Transition Plan for taking the Business Unit to the new functional alignment.

Resolved silo issues by developing and facilitating a Leading Change and Transition workshop engaging the Human Resource and Innovation and Improvement units in aligning strategies to build the newly formed Organisational Capability Unit.

Redland Shire Council

Conducted a business review including functional analysis, job analysis & design and resource cluster analysis and restructured the Indigiscapes Environmental Learning unit to align with organisational priorities. Achieved more effective utilisation of resources including paid employees and volunteers.

Townsville City Council

Reinvigorated the council wide change and innovation program and realigned the program to a Stewardship (organisational sustainability/viability) framework and operating model as an appropriate fit for the maturity of the business.

Drove, designed and delivered the introduction of performance management through an Achievement planning framework including policy, procedures, tools, templates and all training material.  Recruited and trained 23 volunteer facilitators and coaches across council to champion it.

Beaudesert Shire Council

Designed and project managed the WOB competency based achievement planning training to all staff including the Chief Executive.

Broke through cultural resistance through incorporating strategies for Performance Coaching, Disciplinary Procedures and mitigating Performance Appraisal Discomfort.

Evaluated the transfer of training through behavioural assessment of supervisors, managers and staff for the nationally recognised units of competency Giving & Receiving Feedback (PSPGOV315A) and Manage Performance (PSPGOV519A).

Ergon Energy Limited:  Enterprise Transformation 2010

Conducted senior stakeholder engagement to rebuild stakeholder commitment and understanding of the "Process Facilitation" operating model which was new for the business.  Translated stakeholder expectations into a change management plan incorporating Organization Development strategies to align with the Culture and Change Group's new direction. Provided coaching and support to change facilitators and project managers engaged on the various projects within the program.


Gold Coast City Council

Organisational Effectiveness Enablers

Created and conducted a strategic Job Analysis and Design protocol which engaged all division heads and other senior stakeholders in consultation to take the Training Manager role to one coordinating a new capability framework within Council and introducing a Learning Organization approach.

Conducted a business unit review including capability profiling, restructure and realignment of the Organizational Learning Unit. Designed the Learning Organization Strategy and framework including mapping the unit’s objectives through the Strategic and Operational plans for the first time.

Ergon Energy Limited

Depot 3PR Project:  Developed the first behavioural Sustainability Plan for the implementation of a Management Operating System (MOS), the focus of which was to develop and embed a framework of systems and processes for sustaining productivity and efficiency in behavioural change.

Contestability of Customer Initiated Capital Works project ): Designed and delivered change management, communications consultancy, advice, strategies and training to the transitioning a previously internal process to open market for external contractors.  Successfully engaged both the business and its most vocal and political customers in aligning behind a very contentious implementation.

Developed and conducted the first change management evaluation methodology for the business, the results of which were provided to the Queensland Competition Authority as evidence of a successful implementation.

Zone Substations and Sub Transmission Lines:  Established the vision and mission and aligned stakeholders behind the customer focused efficiency agenda for standardisation of assets to save money across Queensland. 

Dissolved long standing functional silos by influencing resistant senior stakeholders to get all senior members of the stakeholders groups in the value chain for sub-transmission lines into a room and facilitated the end-to-end design and construct current and future state vision. 

Department of Further Education Science and Technology

Secured funding and established a Community of Practice engaging senior learning and development professionals from across Queensland Government agencies in finding solutions for improving completion rates for government qualifications.

Organisational Effectiveness Capability and CapacityCAPABILITY & CAPACITY

Ergon Energy – Service Channels

Designed and conducted in depth preliminary stakeholder consultation to identify business drivers and agendas then designed and facilitated targeted scenario planning and strategic planning with the management team to establish strategies and capability  for the newly introduced 5, 10 and 15 year business Planning Horizons.

Designed a functionally realigned workforce and accompanying change management plan, negotiating the incorporation of a capability framework for influencing behavioural change in customers to reduce electricity load demand on assets.

Queensland Police Service

Developed an experiential (Action) learning and assessment protocol in change and strategic management, leadership and strategic human resource practices. Contributed substantially to achieving completion of qualifications against their EBA by qualifying 37 experienced public sector employees in the Advanced Diploma of Government.

Organisational Effectiveness CustomerCUSTOMER ENGAGEMENT

Office of Government ICT & Microsoft 

Resolved interpersonal relationship issues by structuring and facilitating stakeholder engagements workshops to charter senior/executive stakeholders from both organisations in agreed accountabilities.  Senior stakeholders report a substantive turn around leading to mutually rewarding business outcomes.

Arts Queensland 

Designed, developed, delivered and evaluated a pilot Customer Satisfaction Survey to identify the specific areas of improvement following media focus on the agency.  Identified the specific Arts Queensland model of client interaction and validated the improvement requirements for reporting to the minister and external stakeholders.

Validated the Arts Qld interaction model in a follow up survey achieving high levels of the Arts Community’s satisfaction with the survey design (face and construct validity) and improvements in the Agency’s delivery.

Corporate Administration Agency

Resolved poor customer feedback through engaging staff in the development of customer service standards.  Designed, developed and delivered a Cycle of Service framework including branding and communications, induction and training materials and process maps identifying “Magics” and “Tragics” in customer service. 

Complete Office Supplies

Developed an intervention to embed a customer service culture through competency development from General Manager through to call centre staff.  Then facilitated the process of mapping the COS Cycles of Service, branding, communications and training towards achieving the vision of “World Class’ customer service.

Individual Effectiveness Renew-Your-SelfORGANISATIONAL RENEWAL

Townsville City Council

Resolved staff disengagement through survey overload from ad hoc uncoordinated surveying across council by engaging executives to agree and consolidate several into the integrated Organisational Culture Inventory (OCI) and Organisational Effectiveness Inventory (OEI).

Established bench strength culture change capability by establishing and developing a Community of Practice.  Selected and coached 22 volunteer Business Improvement Coaches from trades through to director level, including 3 Executive Managers.

Drove alignment and consistency in business unit response plans and feedback to the program Steering Committee (Executive), ensuring that cultural alignment was incorporated into agreed business strategies and addressed OCI and OEI  survey results.

Ergon Energy

Enterprise Transformation 2010 (ET2010) Program:  Turned around a disconnected partnership between the executive and the program team responsible for this whole of business transformation.  Designed and conducted in depth senior stakeholder motivational interviews with executive and senior managers and aligned them behind a vision, mission and engagement commitments. 

Designed and framed the “process facilitation” engagement, change management and operating model for the program and negotiated the accountabilities of the partnership for program/strategic and business/operations roles. 

Developed and gained executive level and all stakeholder acceptance of the first whole of business change management plan incorporating strategies for integrating and aligning over 28 systems, process and cultural initiatives and their impact. 

Influenced across silos to bring together the first community of practice for change and project managers and chartered them to collaborate to achieve integration and alignment of change efforts including impact analysis, risk management and .

Provided change management coaching and direction to the 26 change and project managers, 12 HR and corporate communications representatives engaged on the program.

Depot 3PR Project:  Developed the first behavioural Sustainability Plan for the implementation of a Management Operating System (MOS), the focus of which was to develop and embed a framework of systems and processes for sustaining productivity and efficiency in behavioural change.

Department of Public Works – Whole of State Government

Provided a suite of cost saving and efficiency focused innovation initiatives for consideration by state government through the design and delivery of idea elicitation workshops across the state.

Branded this Whole of State Government initiative “Dimensions” and the workshops “Ignite” and developed the Whole Of Government (WOG) change management and communication plan to engage public and private sectors under the state government’s Smart State initiative. 

Department of Primary Industries and Fisheries

Facilitated the high level strategy development framework workshop for eliciting and implementing innovation in the Department with senior staff and external stakeholders.

team effectiveness Team-AlignmentTEAM ALIGNMENT

Ergon Energy

Designed and delivered an action learning program to take a team of change facilitators through the mapping of their processes to the organisation’s project management approach and to achievement of the Advanced Diploma of Business (Human Resources) with a focus on Change Management.

Designed and delivered a three day Stakeholder Engagement workshop for the Customer Response and Improvement team which included a strong focus on Influencing with Integrity and Managing Challenging Behaviours.

Redland Shire Council, Premiere’s Department & Arup Consulting Engineers, Hayman Island, Bremer Institute of TAFE

Aligned and improved team processes, practices and plans with organisational strategy through designing and delivering tailored Team Building workshops.

team effectiveness CompositionTEAM COMPOSITION

Redland Shire Council

Conducted a business review including functional analysis, job analysis & design and resource cluster analysis and restructured the Indigiscapes Environmental Learning unit to align with organisational priorities. Achieved more effective utilisation of resources including paid employees and volunteers.

Ergon Energy

Established bench strength change management capability for the Business Improvement group through designing and delivering an action learning program for the change facilitators.

Coached the team to aligned the Change Management processes through a Business Process Reengineering approach to the organisation’s project management framework. 

Assessed the team against the Advanced Diploma of Business (Human Resources) capturing the relevant Change Management units of competency.

Gold Coast City Council

Created and conducted a strategic Job Analysis and Design protocol and engaged senior stakeholders in consultation to take the Training function to a new Capability Framework introducing a Learning Organisation approach.    Conducted a business unit review including capability profiling, restructure and realignment of the Organisational Learning Unit. 

Designed the Learning Organisation Strategy and Framework including mapping the unit’s objectives and outcome through the Strategic and Operational plans for the first time.

team effectiveness LeadershipTEAM LEADERSHIP

Boeing Australia Ltd

Profiled the capability of the Product Support Group’s leadership team in order to map workforce requirements and transition the team to lead the Group into broader commercial markets.

Designed a full range Leadership and Team competency / behaviour assessment utilising development/assessment centre methods and coached each team member through in-depth leadership, career development and succession planning.

Facilitated a strategy workshop with the team to achieve the transition and the team achieved turnaround in the Leadership and Morale measures of their Boeing annual Climate Survey within 12 months.  It had been in a 3 year decline.

Pacific Brands – Dunlop Bedding, Berlie, Payless Shoes

Project managed the NSW component of Pacific Brands Nation-wide management development, succession planning initiative.  This involved assessing, career planning and coaching for 23 middle to senior executives.

Byron Shire Council

Established whole of business (WOB) frontline leadership, project and change management and continuous improvement capability to turn around poor performance and accountability and embed an achievement focused culture.

Measured the achieved cultural change behaviourally against Kirkpatrick Level IV (transfer of training) within the Australian Qualifications and the Australian Business Excellence Frameworks.

Gold Coast City Council & Redland Shire Council

Built change leadership capability by designing and delivering career coaching workshops for HR and supervisors to coach their staff in navigating their careers through organisational restructure.

Origin Energy

Coached stakeholders to take up change leadership and behavioural sustainability for the introduction of Integrated Planning as a foundation piece in the implementation of Operational Excellence framework.  Negotiated accountabilities with key stakeholders and devised the first Benefits Realisation plan for the Integrated Planning project and the business.

Executive Coaching

Carlton & United Breweries, Premium Brands, Arup Consulting Engineers, Ergon Limited, RSL Care, Intouch Call Centre, Queensland Transport, Australian Institute of Management, Queensland Rail, General Motors, Greenslopes Private Hospital, Department of Communities and Private Clients.

team effectiveness High-PerformanceHIGH PERFORMING TEAMS

TNT Logistics (National)

Established standardised customer and stakeholder time management protocols across the business that resolved growing customer demand issues.  Scoped and developed a fully tailored time/priority management workshop incorporated project management methodology.

Ergon Energy Limited

Established a community of practice for over 26 change and project managers, HR and corporate communications representatives engaged on the 20 current of over 100 programmed cultural, structural, ICT and process projects. Chartered the community to integrate change and manage impacts and dependencies across the business.

Department Further Education Science Technology

Project managed a Community of Practice engaging learning and development professionals from across Queensland Government in finding solutions for improving completion rates for government qualifications.

Premier’s Department & Redland Shire Council

Designed, developed and delivered Managing Change and Transition workshops for operational staff and at supervisor levels.

Education Queensland & Queensland Rail

Trained, assessed and accredited eight experiential learning Diploma and Advanced Diploma of Project Management training cohorts – approximately 80 participants.

team effectiveness CustomerCUSTOMER FOCUS

Bremer TAFE

Aligned and improved Customer Service Capability across the institute through the design, delivery and behavioural assessment of Customer Service competency.  The client reported substantial improvements in performance, morale and team work and requested a repeat with the library team.

Ergon Energy Limited

Mediated a resolution to a multi-million dollar supplier issue to mitigate the impact of faulty materials so that if failure of the asset were to occur a billion dollar customer would not be taken off line.

Corporate Administration Agency

Resolved stakeholder disengagement with a group of engineers by developing and delivering a report writing workshop incorporating influence and engagement strategies.

team effectiveness Team-RenewalTEAM RENEWAL


Designed and facilitated an executive stress retreat for the Government Liaison Team involved in high level crisis management and negotiations.  The team report greater resiliency through the strategies taught, even for their role which operates consistently under high pressure.

Conducted critical incident stress debriefing for the team following a period of substantial overload.  Coached the team through the development of a report and business case to provide risk management for escalating workloads.

Arup Brisbane

Designed and co-facilitated an environmental scan and strategy development workshop to minimise the impacts of stress within the organisation undergoing unprecedented growth and challenged by a market in which human resources for their projects were scarce.

Individual Effectiveness Align-Your-SelfALIGN YOUR SELF

We have assisted clients from all walks of life to identify their true vocation and align their efforts with those elements of their life that give them true meaning and a sense of authenticity and purpose.  See What Our Clients Say About Us.

Comments from program participants

Its not until you truly know your self that you gain the autonomy to find what you\\\'re doing that doesn\\\'t server you.  Thank you for helping me see my way clear of my blockages.

Ok.  So you think you might gain something from a course, but this is a whole other level.  To know yourself at this level is liberating.  They should give this to every kid at school.

The Align Your Self program helped me thrive in the continuous discomfort of building my own business. I understand that I am working my calling and the challenges I face, grow me in the way I need.

I constructed my life and I will deconstruct it anytime I don't like what I'm getting.  Thanks ODR!

Individual Effectiveness Align-Your-CareerALIGN YOUR CAREER

Carlton & United Breweries, Premium Brands, Arup Consulting Engineers, RSL Care, Intouch Call Centre, Queensland Transport, Australian Institute of Management, Queensland Rail, General Motors, Greenslopes Private Hospital, Department of Communities and Private Clients.

Executive and Careers Coaching providing strategies for performance enhancement, leadership and change management, for middle and executive level managers from various companies, industries and professions.

Comments from program participants

 Never have I felt more in charge of my career.

 No longer do I drag my sorry self to work.  I am interested, engaged and intrinsically motivated - and I now know what that means.

My career is balanced with my lifestyle now and I didn't know how happy that would make me until I had the opportunity to evaluate what made my heart sing.

There is such a difference between giving half and giving whole.  I am more productive and efficient and I work less.  This was not the outcome I was expecting.

Individual Effectiveness Coach-Your-SelfCOACH YOUR SELF

"I utilised ODR’s knowledge and experience to customise, facilitate, evaluate and certify an Advanced Diploma of Business with a newly formed team I was managing.

With ODR’s expertise I was able to achieve several outcomes. On a professional level this process facilitated the bringing together of a new team to share experiences and knowledge, learn new techniques and approaches to change management and develop a common language and process in relation to the deployment of project outcomes, wrapped in the  certification of an Advanced Diploma.

On an individual level ODR provided me with mentoring and feedback as I coached the team though this process and the challenges associated with team development and change management.  I highly recommend Delia, ODR and its services."

Peter Wilson - Manager Project Deployment

Individual Effectiveness Self-MasterySELF MASTERY

Comments from participants;

This program was the catalyst in making my new company so successful.  The accountability and responsibility for not just outcomes but aligned results is exactly what the business needed.

I discovered the incredible power of authenticity and integrity in building trust and inspiring others.

I no longer react out of fear.  Rather, I find flow and coherence and tap into that energy both in myself and in my team.  What a difference it made.  

I sleep at night.

I'd heard about flow experiences and how the best sports people use it and I thought it sounded like psychobabble.  Now I know the science and I create it for me. 

Individual Effectiveness Innovate-Your-SelfINNOVATE YOUR SELF

Comments from program participants;

This program offers the most powerful set of conceptual and practical tools for business and life that I have yet encountered.  My partner and I have been using this approach as the centrepiece to our whole of life strategy.

It has profoundly impacted the way I do business.  That is to say, I see my work in the larger context of my life, my purpose and the meaning I obtain from what I do.

My boss looks at me differently, because I look at myself differently.  He now sees who I want to be rather than who he thinks I am.  

I not only know, I have negotiated for what my soul desires and it rocks!

Individual Effectiveness Renew-Your-SelfRENEW YOUR SELF


 Designed and facilitated an executive stress and renewal retreat for the Government Liaison Team involved in high level crisis management and negotiations.  The team report greater resiliency through the strategies taught, even for their role which operates consistently under high pressure.


Effective organisational strategy recognises that beyond technology or finances it is an enabled workforce, including its leaders and teams, that remains the ultimate competitive advantage.  Our consultants coach and engage teams and their leaders to identify and focus on what matters.  We facilitate the process of aligning team’s composition, roles, relationships and efforts regardless of their level.

Team Effectiveness

Team Effectiveness

More than team building, we deliver immediate practical benefitby engaging team members, including leaders; using activities relevant to the real issues and challenges they face on a daily basis.   Situations in a team’s life cycle when our consultants can add value;

  • Developing self-sustaining, readiness, preparedness and agility
  • Fast-tracking the development of new teams and leaders or launching a project team
  • Enhancing the effectiveness of existing teams and their leaders
  • Diagnosing a team’s current and perceived reality and context
  • When a team is dysfunctional or simply looking for that extra edge
  • When is a team is falling behind in productivity
  • A good team wants to become a great team
  • Conflicts within the team are impeding progress
  • The organisation needs to raise the bar
  • Restructure, downsize and/or reinvention of a team
  • The team is facing an extraordinary challenge
  • Accelerate the conversion of a group of individuals to that of a high-performing team

Contemporary thinking and practice shows that organisations that invest in workforce capability and agility, in concert with their technical and process maturity, are the ones who develop the sustainable competitive advantages.  ODR’s Team Effectiveness Framework identifies the factors that align and mobilise team talent and energy to achieve such organizational objectives.

Team Alignment

Team AlignmentBuilds clear visibility to the drivers of organisational objectives together with accountable measures  so that each team member monitors their own achievements.  Our practical approach to enabling a new team; one that is faltering or a team in renewal, to work more effectively together has proven to be much faster than standard approaches. Goal and role clarity together with meaningful and accepted commitments and performance measures at both the individual and team level are negotiated and agreed to.  Our processes build clear visibility in organizational objectives together with setting accountability measures so the team monitors their own achievements.  Strategies for aligning effort through intrinsic motivations are made explicit and built in so that engagement is sustained. 

  • Purpose:  Who do we serve? Members identify what the team’s contribution is to organisational objectives and what each team member’s role contributes to the team.
  • Team value:  What do we bring to the customer?  Members identify their customer/s, whether internal and/or external, and what their unique value proposition is to the customer.  Mechanisms for listening, recording and responding to the customer voice are agreed.
  • Talents & Unique contributions: How do we express our strengths? Members identify how their strengths contribute to their role and leverage the effectiveness of the team.  Role and team boundaries are defined and boundary riding protocols established.
  • Objectives:   What are our measurable outputs? Team members agree the tangibles they will deliver and what will be in place to ensure this is done reliably.  The resources required and how these will be applied, controlled and scheduled is agreed.
  • Critical Success Factors: What needs to be in place for real success? Team members work to define what team results looks like in action and outputs, and the essentials critical to ensuring it happens.
  • Operating principles:  How do we work with each other? Team members prioritise individual and agreed team values and how these values translate into foundation behaviours upon which trust is built.  Interpersonal effectiveness markers including “rules of the game” and non-negotiable behaviours are agreed.
  • Chartering:  “How committed are we?”  Agreements are contracted in a Team Charter. 

Team members benefit from the confidence and personal accountability goal, role and task clarity brings and their organization benefits from the rapid performance improvement as team outputs align directly to objectives.

Team Composition

Team CompositionThe operating model of each team is as important as the organisational model to its effectiveness.  Often teams have too little "design" in their processes resulting in a lot of activity but very little achievement. Further, even initially effective processes become unproductive over time as the organization moves to meet dynamic markets and changing objectives. When processes cease to fit current realities, roles drift out of alignment, relationships become strained, miscommunication occurs and inevitably business results suffer.

Team effectiveness or the ability of its members to achieve results is more than team work or the way the different personalities within the team interact.  Factors such as team structure, roles and work flow design between team roles and other stakeholders affect their ability to get the work done.  ODR’s consultants assist with minimising the impact of interpersonal issues, high turnover and reduced productivity poorly defined team composition causes through;

  • Evaluating fit for purpose team structure, roles, tasks, workflows
  • Aligning its function within the organisational structure
  • Examining interdependencies within the team and with other teams
  • Determining sufficient capability and capacity of the team to the demands
  • Team, leader, individual role positioning
  • Role analysis and design

Team Leadership

LeadershipA key enabler at organisational, team and individual levels, aligned leadership ignites and empowers strategy into action. Our consulting services provide the leader with actionable and measurable development appropriate to improving their effectiveness within their team context.   Our consultants have extensive leadership training, experience and have been measured through 360 degree assessment to be effective transformational leaders themselves.  As consultant coaches, they assist leaders identify those factors critical to their success in current and future team contexts and select the most appropriate learning approach whether assessment, tool, technique or process to transform the challenges each individual leader faces.

Our leadership solutions are formed at the crossroads where leadership, strategy, and culture meet. We engage leaders in testing their learning in action where greatest learning occurs for individuals and organizations and where companies reap the greatest return on investment.  Our coaching programs include;

  • The Effective Leader:  Identify the barriers (internal and external) to leadership effectiveness.  Devise action targeted projects for implementing learning and measure results.
  • Authentic Leadership:  For the leader ready to step up to the challenge of being true to their authentic self.  Build, align and empower cultures of accountability and responsibility. Inspire discretionary effort.
  • Transformational Leadership:   For specific measurable results in your team including Effectiveness, Satisfaction and Extra Effort.  Improve your ability to coach and inspire your team to greater accountability, capability and effort.  See our Online Coaching program.
  • Leadership Team Effectiveness:  Whether the executive or a management team, or a group of team leaders, our programs for optimizing leadership impact and presence, builds on strengths and embed the behaviours that enable and align teams to greater effect. Identify and focus leadership team’s effort on the unique issues that block their effectiveness.

Our workshop programs train the foundational leadership competencies (knowledge, skills and attitudes) and these programs assess the current capability of the leader and focus their development on being effective and releasing their potential.

High Performing Teams

High Performing TeamsHigh performing teaming is the result of enabling and unlocking the potential of each member’s capability, capacity their relationship with themself and each other, and actively managing all factors critical to the team’s success.  Providing objective observation and assessment, their ODR coach facilitates the identification of current and potentially future tasking and capability gaps; establishes stretch goals in context relevant action learning projects and evolves their teaming to achieve greater performance.  Whether transforming mental models or re-engaging a team for energy, focus and drive, this program generates deep commitment to team effectiveness.

  • Map and navigate the team’s dynamics to determining strategies for optimising the contribution of each member
  • Extend the whole team’s performance by creating and improving consciousness of the team’s dynamics and its impact on culture, engagement and cohesiveness
  • Practice tools for leveraging each member’s talents and contribution
  • Build and enable a committed high impact team culture, engaged with customers and stakeholders
  • Targeted action learning strategies that build capability within their work context and collect objective data to identify team progress
  • Built in opportunities to calibrate learning to continually refine and extend individual and team development?
  • See our Building and Leading High Performance Teams workshop for the foundation competency (knowledge, skills and attitudes), tools and techniques.

Customer Focus

Team Customer FocusODR consultants engage teams in defining and enacting the behaviours and attitudes that meet and exceed customer expectations. 

We facilitate, coach and map the internal processes and customer touch points and moments of opportunity for creating customer satisfaction and loyalty.  We assist teams establish agreed performance standards, align individual, team and organisational structure, culture and process flows and identify and eliminate those tragic behaviours that erode confidence in the team and its members.

  • Customer FocusCreate a unique customer value proposition that focuses team efforts on customer expectations. 
  • Align team focus on customer requirements and expectations
  • Establish customer expectations monitoring and response protocols
  • Embed team accountability to customer satisfaction

Team Renewal

Team RenewalCreating and sustaining effective teams requires persistent renewal and discovery of what works in the team’s current and in preparation for future tasking.  Team tasks vary over time; the contexts they work in vary, as does their membership.  As function, tasking, roles and membership change is a constant; teams must adapt and readjust to the changes that confront them within and external to their organisation.



ODR’s Team Renewal consulting builds reflexivity, preparedness, psychological readiness and agility.

  • Team RenewalEstablish regular team reviews including assessment of relevance and alignment of task and function
  • Team member vigilance for internal and external scanning of changing environmental factors
  • Contingency planning and advice on potential drivers and scenarios for consideration by decision makers
  • Create capability and capacity to objectively review and negotiate individual, team and functional objectives
  • Identify and eliminate inefficient processes and practices that contribute to low-value work
  • Develop practical, high impact solutions that can be implemented immediately to improve individual, team and business performance.
  • Establish protocols to ensure planning and alignment is reviewed regularly and its effectiveness measured.



Team BuildingWhen the synergies required of a team to achieve objectives are to be established, maintained or rebuilt, ODR's consultants are specialists in the provision of team building and dispute resolution workshops. Selecting the most appropriate process, we facilitate a methodology that assists teams to solve problems, analyse issues, trouble shoot, resolve barriers, disconnects and sticking points, Analise the root cause, make decisions and agree to a resolution.

Our experienced organisation development practitioners utilize behavioural science methods such as process facilitation methodology to examine the fundamental infrastructure that supports and/or inhibits current functioning and enables people to think more systematically about a sustainable solution.

This advanced facilitation technique addresses not only the formal or explicit processes playing out in the team dynamic, it addresses and engages with the more subtle, hidden or implicit dynamics and influences. We also deliver workshops in Process Facilitation and can coach new facilitators as they use the techniques. We draw from many and multiple techniques to facilitate dialogue, shared understanding, engagement and improved team dynamics through innovative workshops.

Team Building & Dispute ResolutionTransformational change is often reported by our clients as the most important outcome. Participants in our workshops report experiencing this approach as a "turning point" or "epiphany" in their lives, helping them to construct new identities and to recognize the important social interactions required when returning to work.

Team Building

ODR provide experiential learning for teams of all sizes and at all levels in an organisation, enabling and empowering participants to produce meaningful outputs to which the whole team commits. In addition to the resolution of the issue under exploration, outputs often include the development of agreed behaviours, team charters and action plans.

The types of issues that respond particularly well to team building techniques such as process facilitation are:

Blocked Creativity

sales-teamInterdepartmental Conflict

Interpersonal Rivalry and Conflict

Organisational Change

Poor Team Morale

Problem Solving

Procrastination in meetings

Strategy Development

Team Development

Task and interpersonal relationship misalignment

We also offer workshops in Creating Collaboration from Conflict where participants learn the process of dispute resolution together with interpersonal engagement techniques to assure motivation and commitment rather than simple compliance to agreed behaviours.

Dispute Resolution

Dispute ResolutionODR utilize alternative dispute resolution techniques and processes that systematically isolate issues, develop options, consider alternatives and contract for change. Preventative rather than punitive, our approach seeks to elicit and resolve the root cause whilst protecting the privacy and integrity of the individuals involved in potentially emotionally charged conflicts. In addition, ODR offer mediators with formal training in organisational behaviour and psychology. The process can therefore be readily widened to include assistance with emotional and behavioural issues that stem from disputes between parties.