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Featured Customer

J.P. Morgan Chase & Co.

JPMorgan Chase was facing a rise in conflict in local branches and therefore launched a Core Strengths training program to reduce conflict and its associated costs. The workshop yielded a 67% improvement in conflict management skills, which drove the needed reduction in problem cases referred by branch managers. The program also generated a 59% ROI based on profitability per manager.

J.P. Morgan Chase & Co.

“By learning a common language to identify changing motives in conflict and the effects of overdone strengths, branch managers were able to apply it immediately in the workshop to a real-life situation that they could then continue to solve when they returned to their offices.”

Training Participant

The Challenge

JPMorgan Chase faced a sharp rise in problem cases forwarded from branch managers to its centralised employee relations group. The human resources department probed further and found that branch managers were spending close to 40% of their time dealing with interpersonal conflict on their teams—a huge hit to productivity that was a threat to the company’s rapid growth and an increasing cost to the business.

HR needed to find a solution to prevent and manage conflict more effectively at local branches in order to reduce the time spent on conflict and the number of referred cases.

The Core Strengths Answer

JP Morgan Chase launched a Core Strengths training program with extra emphasis on conflict management as a way to directly address the increase in conflict by equipping managers with mediation skills as well as greater relationship intelligence. The course spanned 2 days and provided greater understanding of motives during conflict, how overdoing strengths can create friction in the workplace, and learning techniques to both recognise and resolve conflict productively and efficiently. The course used role-playing and feedback exercises to reinforce and hone practical skills to resolve conflict and empower others to solve problems.

By learning a common language to identify changing motives in conflict and the effects of overdone strengths, branch managers were able to apply it immediately in the workshop to a real-life situation that they could then continue to solve when they returned to their offices.

Benefits

The impact of the training was clear in the speed and strength of results HR saw within weeks of the training. The course yielded a 67% increase in conflict management skills, which drove the needed reduction in cases referred by branch managers. In looking at profitability per manager, the program generated a 59% ROI. Further, 90 days after the course, 70% of participants were still applying the skills learned during the 2-day session. In addition to the ROI generated from fewer cases being referred to employee relations, the bank also saw a higher employee retention rate in branches where the managers had been trained and were applying relationship intelligence.

About the Company:

JPMorgan Chase is a multinational bank headquartered in New York City. It is the largest bank in the United States and the 6th largest in the world, with over three thousand branches nationwide. They offer a wide array of financial services, including banking, mortgages, car loans, investments, wealth management and many other financial services.

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When relationships work, there isn’t a problem that can’t be solved.