iENGLISH ACADEMY · FREE B2

Turning Around a Struggling Team

Module 9 · Leadership and Problem-Solving

A customer support department had missed its response-time targets for three consecutive months. The manager initially considered hiring more staff, but an internal review revealed that unclear responsibilities and duplicated work were causing many delays. Instead of announcing a solution immediately, she invited team members to identify recurring obstacles. Several employees explained that urgent requests were being passed between departments without a clear owner. The manager introduced a shared tracking system and assigned responsibility for each request. She also established brief weekly meetings to review difficult cases and encouraged staff to suggest improvements without fear of blame. During the first month, some employees found the new process inconvenient, so the team simplified the reporting requirements. By the end of the second month, response times had improved and fewer cases were being reopened. The manager concluded that effective leadership requires listening, adapting plans and measuring outcomes rather than assuming the first proposed solution is correct.

iEnglish Academy | Created by Teacher Deivyd (Mr. C2)