For the vast majority of unionized and non-unionized workers, it is the day–to-day interactions that determine whether the workplace is a productive, engaged environment, or one that preoccupies everyone with conflict, grievances and problems. Where each workplace falls on that spectrum will largely determine productivity, quality, absenteeism, as well as retention and recruitment.
If you ask anyone to name the most important elements of any long-term, satisfying relationship, trust is usually near the top of any list. This is certainly true for personal relationships, but it is also true for business relationships.
In my 28 years with Shell I have seen many change initiatives. Some were effective, many were not. I never really thought about why. That all changed when I was assigned the task of implementing a series of six business improvement best practices at our two oil sands manufacturing facilities in Alberta. The work processes …
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