The challenge
The team in question had become disengaged and demotivated - morale was low, frustration was growing, and energy had dipped. While performance issues were beginning to surface, the underlying causes were unclear. Communication felt strained, and some team members no longer felt listened to or involved in decisions that affected their day-to-day work.
Leaders were aware that something was wrong but needed clarity on what was driving the disengagement, and how to address it without creating further resistance or division.
Key challenges included:
- Low morale and reduced motivation across the team
- Frustration and disengagement linked to unresolved issues
- A lack of open, effective communication
- People feeling unheard or excluded from decisions
- Resistance to change driven by uncertainty and mistrust
The team needed space to be heard and a way to rebuild trust and clarity.
The approach
Support began with listening. Time was taken to meet individually with every team member, creating a safe and confidential environment for people to share concerns openly. These conversations explored what individuals were experiencing day to day, what they felt was not working, and what they believed could improve.
Rather than rushing to solutions, the focus was on understanding root causes and identifying common themes. Feedback was carefully reviewed and grouped into clear, practical areas for action, helping to separate systemic issues from isolated concerns.
This phase focused on:
- One-to-one conversations with every team member
- Creating a safe space for honest and open feedback
- Identifying common themes and root causes
- Translating feedback into clear, practical actions
- Working collectively to agree priorities and next steps
From this, a set of agreed actions was developed with the team. These focused on improving communication practices, clarifying expectations, and putting simple, repeatable ways of working in place. Progress against these actions was shared regularly, with updates on what had changed and what was still being worked through.
The outcome
It became clear that miscommunication, and in some cases a lack of communication altogether, sat at the heart of the issue.
While there was some initial resistance to change, open dialogue continued to be encouraged. Leaders shared updates on actions being taken, explained decisions more clearly, and followed through on agreed commitments.
Over time, this consistency helped rebuild trust. People began to feel more informed, more involved and more confident that their voices mattered.
As a result:
- Communication across the team became clearer and more open
- Trust began to rebuild through visible action and follow-through
- Engagement increased as people felt heard and included
- Resistance reduced as clarity improved
The team gradually moved from disengagement to a more positive, collaborative way of working.
The impact
- Improved communication across the team
- Increased motivation and engagement
- Higher morale and a more positive working environment
- Stronger trust between leaders and team members
- A more open, inclusive culture taking shape
By creating space for honest conversation and following through with clarity, detail and care, the team was able to rebuild motivation and move forward together with renewed confidence.