Transforming a Tense Situation into a High Performing Organization (HPO)

Cissie and George Klavens have brought extraordinary value to a major initiative at our company. Their years of consulting experience, high level of professionalism, previous coaching engagements, and their very novel, customized approach to the challenges we were facing helping us to achieve our desired results.

Case Study

My primary goal in engaging Klavens And Company was to develop our IT and Business Groups into an HPO (high performance organization). It is critical that the members of these two teams work well together because the effectiveness of their interactions is essential to the success of the individuals, the teams and, ultimately, the company.

The VPs of both teams acknowledged that there was a lack of communication, a high degree of conflict, an unclear definition of roles and responsibilities, and great mistrust between the two teams. The working environment had become increasingly caustic. Although there had been internal efforts to address the issues, nothing seemed to work.

Some members of the technical team were initially uncomfortable with engaging an outside consulting firm, but Klavens And Company gained their trust through their professional manner and extensive experience. Theirs was not the typical canned approach to resolving issues in support of individual and team development. but rather a custom designed process incorporating the input of all participants, resulting in enthusiastic buy-in, which has contributed to impressive results.

The process has included meetings with the VPs, group meetings with the Directors of both teams, and individual coaching for everyone involved. Cissie and George’s professionalism, combined with their unique and flexible style, allowed us to course correct when we found a need to “zig” rather than “zag”. This approach, I believe, has accelerated our success.

Change is very difficult for most folks, and the different cultures within an organization are a challenge. Klavens And Company has made this a productive and enjoyable journey; we have seen tremendous progress in a very short period of time. Individuals from both teams have created alliances to provide leadership in the development of our HPO. We still have more work to do so stay tuned: more success to come!

— W.S., VP Business Solutions, International Healthcare Corporation

Big changes in the organization


PK is a corporate executive consulting client who came to Cissie at a time when her company was undergoing major departmental and organizational changes. PK’s mentor was preparing to leave the company, while at the same time her professional role and responsibilities were changing and expanding. She had many issues, questions and concerns about her role going forward, and was finding that the confusion was clouding her professional vision.

Executive Coaching Experience

Throughout our work together, Cissie was an invaluable resource to me around the issues/questions/concerns I had about my changing role within the organization, as well as around my own professional/career goals. From the onset of our work together, I felt comfortable sharing information about myself with her – both within and outside the context of my work. I’m convinced this comfort level and the relationship we developed allowed us to work so well together.

The process of the ‘360 interviews’ was a real eye opener for me. It enabled me to see how others see me and my performance; both positive aspect and areas in which others saw need for improvement. The exercises we worked on regarding communication styles/patterns helped me to better understand my own communication style as well being able to define others’ communication styles.

I now understand that the manner in which the message is delivered can often be as important as the crafting of the message itself and I hope this has enhanced my own communication skills. Our work in this area has enhanced my ability to deliver feedback, whether positive or negative.


PKs role as a manager has been and continues to be very challenging for her. As a result of the work she did with Cissie, she is now more comfortable in her role and has greater confidence in her abilities and skills. She hopes to continue this work with Cissie in the future.

— P.K., Manager, Healthcare Organization