Case Studies

Leadership Workshops That Help Managers Show Up and Lead with Confidence

Client:  Confidential (Multi-site Professional Services Organization)
Industry: Retail + Customer Service
Focus Area:  Leadership Workshops

Audience: People Managers and Frontline Leaders

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The Challenge:

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Leaders across the organization were struggling with the “people side” of leadership. They avoided difficult conversations, hesitated to give feedback, and often escalated issues rather than coaching through them. Turnover was high, and employee engagement scores reflected inconsistent management experiences across locations.

The organization knew its managers needed support, but they didn’t want generic leadership training. They wanted something honest, hands-on, and rooted in the real challenges their people were facing.

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Our Approach

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CK Digital partnered closely with the HR and Ops teams to understand what was really happening on the ground. We didn’t jump straight into workshop design—we started with discovery.

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Our process included:
 

• Reviewing exit interviews to understand why people were leaving
   

• Analyzing performance review practices and feedback quality across teams
   

• Interviewing mid-level leaders to understand daily challenges and communication breakdowns
   

• Identifying gaps between leadership intentions and employee perceptions
   

What we uncovered wasn’t a lack of care. It was a lack of skill and confidence. Leaders wanted to do the right thing, but didn’t know how to have hard conversations, coach in the moment, or stay calm when situations got tense.

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The Solution: Targeted, Real-World Leadership Workshops
 

We designed a set of high-impact workshops that focused on helping leaders build practical, people-focused skills in a safe and supportive environment.
 

Each session included:

• Scenario-based roleplay rooted in real issues
   

• Practice time with coaching and feedback
   

• Tools and job aids for use after the workshop
   

• Reflection prompts to build awareness and self-regulation
   

• Small-group discussion to normalize challenges and share peer strategies
   

Topics included:

• Giving and receiving feedback
   

• Coaching with clarity and empathy
   

• De-escalating emotional conversations
   

• Holding boundaries while preserving trust
   

• Leading team meetings with purpose
   

• Navigating performance concerns without fear
   

We also equipped internal facilitators with a facilitation toolkit and embedded follow-up practices into team rhythms to reinforce learning.

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The Outcome:

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• Leaders reported increased comfort and confidence in handling tough conversations

• HR observed a measurable decrease in escalations and fewer “avoidance” behaviors

• Employees shared feedback that their managers felt “more present and approachable”

• The organization gained a replicable workshop model that could be used across departments and locations
   

Bottom Line:

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By creating a safe space for leaders to learn, practice, and reflect, CK Digital helped shift the culture from reactive to intentional, and empowered managers to lead with more clarity, care, and consistency.