The transformation was significant. The team saw a 42% increase in positive communication habits, stronger peer-to-peer relationships, and a noticeable reduction in triangulation. Team members began to hold each other accountable to a new, higher standard of respect and connection. Leaders felt more confident addressing conflict and fostering trust. What started as a breakdown in communication became an opportunity to rebuild culture, align behavior, and strengthen the bonds that make teams thrive. The success of this initiative not only helped stabilize the team-it ensured that the high-quality care patients and families expected would continue to be supported by a strong, healthy team behind the scenes.

the result

Over the course of three months, we facilitated five intensive, two-hour team sessions designed to create a safe, structured environment for open dialogue. These sessions tackled tough topics head-on, helping the team surface communication barriers, share diverse perspectives, and co-create solutions. In tandem, leaders received personalized coaching to build their capacity in conflict resolution, emotional intelligence, and modeling respectful behavior.

To support lasting behavior change, we also integrated a behavior reinforcement platform, which delivered weekly "nudges" to team members- short reminders and homework prompts that encouraged them to apply new habits in real time. These behavioral cues helped embed the learning, keeping communication and connection top of mind between sessions. The team also engaged in interactive content rooted in psychological safety and emotional intelligence, including modules _______ and the Four A's, Navigating Conflict with BEARS, and The Power of Reciprocity. These frameworks gave team members a shared language and actionable strategies to use in their daily work. 

the solution

A high-performing team within a major healthcare system was delivering exceptional service to patients and families-but behind the scenes, internal dynamics told a different story. The team struggled with honest, direct communication. Instead of addressing conflict openly, members frequently triangulated issues through the team leader, creating inefficiencies, eroding trust, and putting the group's overall cohesion at risk. The leader, recognizing the warning signs of a downward spiral, knew they needed to take action before the culture deteriorated further. They reached out to implement the SCORE program—a structured approach to improving communication, building respect, and fostering psychological safety.

THE SITUATION

behind the breakthrough