Communication Catalysts: Yarra Valley Water’s New Wave
With a newly created complaint handling team, Yarra Valley Water sought to reinforce fundamentals in effective communication skills to ensure a consistent approach. The COVID-19 pandemic also confronted caseworkers with increasing numbers of enquiries, particularly from emotional callers. This raised the need to develop their ability to communicate effectively in crucial moments.
The Red Sky Collaboration: Navigating Crucial Conversations
Red Sky worked closely with the YVW Team Managers to develop a six-part hybrid program on Crucial Conversations. It utilised existing YVW collateral and newly created content delivered through self-paced modules and virtual sessions.
Achieving Harmony in Hard Talks: YVW’s Success Story
The program achieved an overall score of 4.7/5 from those that participated and provided staff with greater confidence in their ability to effectively communicate with customers in challenging circumstances. The feedback was overwhelmingly positive.
Echoes of Excellence: Feedback from the Frontline
“We were so fortunate to work closely with Stewart at Red Sky to develop a program that delivered exactly what we needed to support our staff during a challenging time. The program was well paced and left our teams with lasting skills and tools to help them navigate their everyday interactions.” Mannie Edwards, Manager – Case Management
