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Creating a Consistent Leadership Culture Across a Statewide Organization

Few organizations carry responsibilities as far-reaching as a public utility. As the state’s largest utilities provider, this government-owned organization serves more than 600,000 customers through retail and wholesale power contracts across 86 of the state’s 93 counties. Providing safe, reliable and affordable energy at that scale requires leaders who can set clear expectations, support performance and respond effectively as needs change. This case study explores how the organization partnered with The Center for Leadership Studies (CLS) to establish a common approach to leadership development, building the foundation for a more connected and adaptable leadership culture.

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The Challenge 

The organization needed a consistent way for leaders to establish performance expectations, strengthen coaching interactions with remote employees and support a multigenerational workforce through change. At the same time, leadership development needed to support broader safety and succession planning priorities.

The executive team wanted a framework that could work across different employee populations and situations without becoming overly complicated. Leaders needed repeatable steps for determining what employees needed from them, along with a common language for discussing performance, development and expectations. 

Key challenges included: 

  • Establishing consistent leadership practices through a simple, yet flexible methodology 
  • Strengthening coaching conversations with remote employees 
  • Helping leaders support multigenerational employees through change 
  • Creating a common framework to support safety and succession planning 
  • Building a stronger leadership culture across the organization 

Client Snapshot 

  • Industry: Government
  • Size: 2,000+ employees
  • Location: North America
  • Description: Government-owned utilities provider

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The Solution 

The organization made leadership consistency a priority, incorporating the Situational Leadership® Model into its broader development strategy. Executive sponsorship was central to the effort, with the COO championing adoption across the organization and the internal training team incorporating the approach into its leadership curriculum. 

Internal trainers were certified to deliver the development experience, which was then integrated into the organization’s Supervisory Development Program and required for managers and supervisors. The approach was reinforced through companion learning and sustainment resources, giving leaders opportunities to apply the framework to everyday coaching, remote employee relationships and performance conversations. 

Key components of the solution included: 

  • A common leadership methodology incorporated into leadership development 
  • Required leadership development for managers and supervisors 
  • Internal trainer certification to support organization-wide delivery 
  • Companion learning focused on communication, conflict, influence and coaching 
  • Sustainment resources to reinforce performance conversations and connections between remote employees and their managers

Related Solutions: 

Situational Leadership® Essentials

Situational Coaching®

Leading With DiSC®

Custom Solutions

The Results

The organization adopted the Situational Leadership® Model as its shared leadership development methodology. Approximately 92% of managers and supervisors completed the program, and the framework was integrated into the organization’s Supervisory Development Program. This gave leaders across the enterprise the same foundational model and a consistent way to discuss performance.  

That common language began appearing in managers’ everyday conversations, including discussions of Performance Readiness® Levels and leadership styles. Trainers began to receive requests to make the program available to key influencers in participants’ groups, indicating interest beyond the initial manager and supervisor audience. Ultimately, the program gave managers a more consistent way to stay connected with remote employees, track progress against goals and adjust their level of direction or support as employees worked through change.  

92% Managers

Completed Situational Leadership® programs

Testimonial

When you break it down to its simplest terms, it really does have an immediate impact.

Government Client Training Instructor
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Ready to strengthen leadership consistency across your organization? Our team can help you build a practical development experience that gives leaders the framework, tools and support to apply what they learn in the work that matters most. 

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