Case Studies
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Genentech
“Stuart provides very insightful coaching. His knowledge, expertise and experience is outstanding. Based on his own business experience with different cultures he offers very practical and extremely valuable help.”
If I would consider to work again with someone in this area of expertise, I would most definitely choose Stuart again.”
Frank-Peter Theil, PhD.
Head of Development Sciences
Genentech
Assignment: Our client was troubled by the recent performance of a director level employee who headed up several drug development programs and managed 30 other scientists. Although a German expat, he spoke and wrote flawless English, had a Ph.D. in Pharmacology, and by all accounts was a brilliant scientist, a strong leader, and well-liked by everyone. In the three years he had been with the company he had become a highly valued member of the management team, and was given increasing levels of responsibility.
But as his responsibility grew, so too did his involvement in senior management meetings. And although he never had any problems sharing his viewpoints with others, for reasons that baffled his management, Peter didn’t say much in management meetings where it counted the most and all would benefit from his expertise, he remained silent. Even if he agreed in advance that he’d make an effort to speak up, it didn’t happen.
And despite his accomplishments as a manager and scientist, if he wasn’t going to contribute at a level commensurate with his responsibilities, Peter’s future at Genentech would be at risk.
Engagement: I began one-on-one coaching sessions with Peter the very next day. And It wasn’t long before I was able to determine the reason for Peter’s behavior at these meetings. You see, from Peter’s point of view, the “opportunity” for him to speak up never happened!
In Germany, it is customary to let the person speaking finish before speaking up, and rude to interrupt. And, depending what has just been said, there might even be a momentary reflection on what was heard, for it might influence what the German chooses to say.
At Genentech, lively debate and constructive confrontation is an inherent part of the company’s culture.
But at these Genentech meetings, interruptions were the rule. And forget about even the most minuscule moment to reflect – for by then it’s almost certain that someone else had already grabbed the floor.
Results: I helped Peter understand how our cultural influences the way we communicate, and the profound impact that his culture had on him–even when he was speaking English! Over the next several weeks I worked closely with Peter, providing him with specific exercises and simulations that enabled Peter to adapt to Genentech’s communication patterns. I also provided some tips to his manager on how to help Peter during the meeting.
It wasn’t long before Peter was speaking up at senior management meetings with the best of them.
Sony
“My team and I have spent the past 10 years working all over the world. But Stuart’s expertise in cultural behaviors made us realize we still had a lot to learn. He immediately helped us improve the way we work with customers in Asia, Europe, and even North America.
It’s now a couple of years later, but you can still hear someone on our team asking if what we’re about to do is ‘Stuart-ish’ enough?”
Andrew J. Burgess
Applications Engineering Mgr.
Sony Electronics
Assignment: Applications engineering group was finding it difficult to trust whatever their international customers where telling them. At times it seemed like they were intentionally hiding the truth. Other times it was difficult to tell if they even understood for themselves the technical issue they were trying to describe. As is often the case in such pestering, unresolved situations, relationships between the client and customer were becoming strained on both ends.
Engagement: A three full day on-site training workshop was conducted with the entire applications group in attendance. Customized role plays and simulations were tailored to the the client’s specific experiences with their overseas customers, with lots of emphasis placed how to uncover “the truth” of the situation, particularly in countries that intentionally avoid conflict and confrontation.
Results: The group learned essential skills that allowed them to rebuild trust across cultures, and be viewed once again as a strategically important vendor by their global customers. It’s been ten years since the initial workshop, and still the team talks about how much of an inflection point that workshop was to the group’s long-term successes!
Deca - Harker School
Assignment: Coaching high school student
Engagement: 1:1 skills coaching
Results: 1st place in State Competition, followed by 2nd Place in National Competition!