As a change management consultant, I was brought in to work with a mining company dedicated to efficient and sustainable mining practices while protecting the environment and adding value to its clients and local communities. The company had 400 employees across multiple locations, including Kempton Park, Dorstfontein, Tharisa Far West, and Thabazimbi.

Upon arriving, I found that there were several issues affecting the organization. There was a lot of anger, frustration, and conflict between the site managers who were each in charge of impacted people and groups. In addition, there was a conflict between site managers and employees. The site managers felt stuck between unrealistic expectations from senior management and workers who, despite training, didn’t apply what they had learned and delivered inconsistent work quality. One of the site managers even got suspended due to his explosive temper – lashing out at employees and one of the other site managers. Consequently, he had a disciplinary hearing. Although two of the sites can’t run without his knowledge, the mine had no choice but to issue him a final written warning.

We needed to coach the site managers and apply the ADKAR change management model to address these challenges. The main focus was on coaching and presenting site managers with a better understanding of how our brains perceive situations and, knowing this, how to change our thoughts and perceptions deliberately. We worked on the site managers’ mindset, attitudes, behaviour, and emotional state, including anger management and conflict resolution skills. We aimed to improve relationships between site managers, their teams, and management. We provided site managers with tools to manage themselves better and their relationships with their teams and management. This resulted in stronger interpersonal relationships, coping better with work stress, improved productivity, and higher EQ.

We approached the change management process through group and individual coaching sessions, applying the ADKAR model, and incorporating Neuro-Linguistic Programming (NLP). While the apparent problem was at an interpersonal level, we used life coaching to address the site managers’ mental and emotional blocks individually. Throughout the process, we engaged with stakeholders such as the customer, the project team, and the sponsor. The liaison between me and the sponsor was the HR manager. I, therefore, didn’t work directly with the sponsor, but we had regular updates to ensure alignment with the project goals.

One key lesson we learned was to allocate more time for Q&A sessions. We also found that more time had to be allocated for individual coaching. Fortunately, the sponsor had no objections to approving additional funds for further coaching. Four years after the change, the impact remains. HR said it was one of the most significant interventions and lasting changes they had seen. One site manager reported that the change helped him to listen to others more attentively and improve his communication skills. He was now more accountable and responsible for what he did. Another site manager reported that he had learned that respecting others started with respecting himself. He used to be very frustrated, but now he was focused, calm, and positive. He wanted to be a role model to others.

The HR manager called the intervention “one of the most significant interventions and lasting changes.” One site manager said the change helped them to “listen to others more attentively and improve communication skills.” Another site manager reported feeling “more accountable and responsible in what I do” and becoming “focused, calm, and positive” after the intervention.

In conclusion, we demonstrated the power of coaching to address critical behaviors and improve relationships between site managers, their teams, and management. By applying ADKAR, NLP, and life coaching, the company managed change effectively and achieved lasting results. This is an example of best practices for organizations facing similar challenges and looking to implement successful change management strategies.