Empowering Leaders, Elevating Dialogue: Mercer Raises Manager Effectiveness (Case Study)
- Brandon Hall Group
- Learning and Development, Talent Management
Empowering Leaders, Elevating Dialogue: Mercer Raises Manager Effectiveness (Case Study)
Mercer implemented “Connecting People Through Crucial Conversations,” a comprehensive manager development program designed to enhance communication effectiveness and leadership capabilities. The initiative focused on equipping frontline managers with skills to handle difficult conversations, provide constructive feedback, and create psychological safety. The program resulted in improved manager effectiveness scores, increasing from 92 in 2022 to 94 in 2023, and achieved a 91% Net Promoter Score. Through structured modules, case studies, and practical exercises, the program trained 186 managers across 13 workshops, delivering 1,576 learning hours. The initiative successfully addressed performance recognition challenges and strengthened manager-employee relationships across the Global Service Delivery team.
Mercer earned a Gold Award for Best Competencies and Skill Development in the 2024 Brandon Hall Group™ HCM Excellence Awards.®
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