In part 1 of this article, I described a particularly challenging client situation I was put in as an account director and discussed some external strategies we implemented to help the team regain a sense of control and get on the same page as the clients.

In this part 2, I will delve into the internal changes we made to create a positive work environment despite the challenges and keep team members engaged and empowered to contribute individually and collaborate effectively.
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What We Implemented within the Team

Establish Regular Communication Forums

With a broad range of work across teams, maintaining alignment was crucial. Initially lacking regular internal meetings, we eventually committed to short, weekly work-in-progress meetings on Mondays. These meetings covered active jobs, which could range from 40 to 80 per week and was attended by every team member.

These weekly work-in-progress meetings played a crucial role in maintaining alignment in the following ways:‍

• ‍Addressing Work Diversity: With a diverse range of projects spanning various teams and business units, it was easy for individual team members to become siloed in their work. These weekly meetings provided a structured platform to share updates on the myriad projects we were handling. This was invaluable in ensuring that everyone had visibility into the broader scope of our work, preventing duplication of efforts, and fostering cross-functional collaboration.‍
• Collective Problem Solving: The weekly meetings were not just about sharing progress but also about addressing challenges collectively. We could identify bottlenecks, roadblocks, or emerging issues and brainstorm solutions as a team. This collaborative problem-solving approach helped us find creative and efficient solutions to the many issues that arose regularly.‍
• Enhancing Accountability: Knowing that every team member would be present at these meetings created a sense of accountability. It encouraged individuals to meet their commitments and deadlines since they would have to report on their progress. This, in turn, contributed to improved project management and ensured that everyone was pulling their weight.‍
• Current Issue Awareness: Our workload was substantial, and new issues cropped up frequently. The weekly meetings allowed us to stay updated on the most pressing issues in real-time. This was crucial for quick decision-making and rapid responses to emerging challenges, preventing minor issues from escalating into major problems (some to most of the time!).‍
• Management Visibility: These forums also provided an opportunity for management to gain insights into the day-to-day challenges faced by the team. This visibility allowed leadership to provide support, allocate resources, and adjust strategies as needed to ensure the team's success.‍
• Effective Communication: In a high-pressure environment, effective communication was paramount. The structured nature of the meetings ensured that key information was conveyed clearly and efficiently. It reduced the need for lengthy email chains or impromptu meetings, streamlining our communications.‍
• Adaptation and Improvement: As we met weekly, we had the opportunity to continually adapt and improve our processes. We could assess the effectiveness of previous solutions, refine our strategies, and implement changes promptly. This agile approach helped us stay ahead of challenges and continuously optimize our operations.

Unblock Processes and Work

The need to unblock processes and workflows became evident when our agency began to take on projects that fell outside our typical scope of work. To handle these projects effectively, we had to enlist the assistance of freelance resources, which, in turn, led to numerous internal inquiries and discussions. This situation left our team feeling frustrated and overwhelmed, as managing client expectations became increasingly challenging due to internal obstacles.

In response to this, I and the Business Lead focused a lot of time on figuring out how we could alleviate the burden on our team when it came to navigating internal stakeholders. We spent significant time keeping abreast of our agency’s operational system, the flow of relationships and politics. We focused on how to obtain approvals for new hires or freelancers, while adhering to the broader systems and processes in place (and trying to meet our team’s financial KPIs). This strategic approach was pivotal in ensuring we had the right resources available for the work at hand. It also reduced the stress and frustration our team faced internally, just trying to get work done.

Maintain Team Communication and Manage Conflict Transparently

I spent a significant amount of time working at the client's office, which sometimes made it challenging to stay in touch with my team. I tried my best to stay alert to how people were feeling and would initiate spontaneous check-ins through WhatsApp, informal drinks, or coffee chats. These interactions not only fostered a deeper understanding but also strengthened my connections with team members.

As workload piled up and tight deadlines loomed, conflicts and tensions naturally arose among teams and individuals. It was crucial to create private channels to allow individuals to vent and express their concerns and also facilitate conversations between offending parties.

Celebrate Often and Keep Things Light

Celebrating often and maintaining a light-hearted atmosphere was another cornerstone of our team's resilience and success in the face of daunting challenges. It went beyond the professional realm and played a crucial role in keeping team morale high and fostering a sense of camaraderie.

Some ways we embraced this approach include:

• ‍Team Appreciation Dinners: We didn't reserve celebrations solely for major milestones or achievements. Regular team appreciation dinners were a recurring event on our calendar. These gatherings allowed us to relax, share stories outside of work, and simply enjoy each other's company.‍
• Playful Pranks: Injecting humor into the workplace was a key aspect of our team culture. We engaged in playful pranks and light-hearted banter to break the monotony of intense work hours. These antics provided much-needed moments of laughter and relief, acting as a pressure valve for the team's stress.‍
• Midday Games: At one stage, ping pong matches during the day were a favourite way for team members to step away from their desks, get some exercise, and enjoy some friendly competition. It not only energized us physically but also mentally, helping us return to our tasks with renewed focus.

In essence, celebrating often and keeping things light was more than just a superficial indulgence. It helped maintain team cohesion, boost morale, and ensure that despite the challenges we faced, we could still find joy and satisfaction in our work. This approach created a positive, inclusive, and dynamic work environment that fuelled our ability to excel even when the chips were down.
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Conclusion: Motivating Your Team in Challenging Times

In challenging situations, motivating a team isn't a quick fix; it's starts with prioritizing your team's well-being. When you prioritize your team, client satisfaction and exceptional work naturally follow. This team-centric approach guided a lot of our actions.

To recap, in Part 1, we explored external strategies, refining client interactions. We improved briefing processes, reduced revisions, and set clear expectations for urgent tasks, strengthening our client relationships in the process.

In Part 2, we delved into internal strategies. We discussed how regular team meetings enhanced project management and accountability. We tackled bureaucratic process bottlenecks and emphasized the importance of team communication and conflict resolution. Additionally, we highlighted the value of celebrating achievements and maintaining a positive workplace environment.

While there's no magic solution for motivating a team in demanding situations, practical steps can yield unexpected rewards if you're willing to invest time and patience, despite the potential challenges and frustrations.

Missed Part 1? Learn what we implemented with the clients that impacted team motivation