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Written by Andrea BruneauThe Maximize Positive Impact Conference brought together a diverse group of small business owners, cultural change leaders, and non-profit visionaries to share their stories. The discussion centered on how these leaders strengthen relationships with customers and employees, foster inclusivity, and overcome challenges to maximize their positive impact on the communities they serve. Our small business panel included participants from a $3 million support program launched in partnership with the City of Manchester: Jenn Share of To Share Brewing Company, George Jumpp of Jumpp Chiropractic, and Jose Lopez of Liberty Taxes (Franchisee). Small businesses are more than just storefronts—they’re the heart of our communities. At the Maximize Positive Impact Conference, business owners and leaders shared powerful lessons on resilience, adaptability, and the critical role of community support, especially during challenging times like the COVID-19 pandemic. From building loyal relationships to advocating for inclusivity and awareness, these stories highlight the mutual benefits of rallying behind local businesses. Here’s a snapshot of the insights shared, highlighting resilience, purpose, and the profound impact of community support. Discover how these small businesses continue to thrive, and what we can do to support small businesses in our communities.Identifying Your Impacted CommunityOne of the central questions panelists explored was: How do you deepen your perspective on who your impacted community is?Understand the Real Roadblocks: Begin by identifying the barriers your audience faces. Pay close attention to who is not included and examine why they may be excluded. By addressing these gaps, businesses can create more equitable and meaningful connections.Broaden Inclusivity: Creating opportunities for representation ensures that all voices within a community are heard and valued.Lessons in PerseveranceThe COVID-19 pandemic presented extraordinary challenges, particularly for small businesses. Panelists shared the strategies that kept them afloat during such turbulent times:Build Neighborly Relationships: As one panelist, Jenn, put it, "Our customers are our literal neighbors." Many businesses survived because loyal locals intentionally supported them during tough times, even buying more products than they needed to help them stay afloat.Operate with Purpose: Recognizing the bigger picture is key. George, one panelist, explained that knowing failure would impact their ability to help the community kept them motivated to persevere.Embrace Agility: Businesses like Jose’s pivoted to online options during the pandemic, enabling them to continue serving their customers when face-to-face interaction wasn’t possible.The Drive Behind Small BusinessesWhat motivates small business owners to keep going in the face of adversity? For many, it’s the desire to relieve stress for their customers and the joy of helping others. Jose shared, "Helping people is at the core of what we do. It’s our driving force."The Importance of Community EducationA consistent theme across all panels was the need for greater education within communities:Customer Awareness: Many small businesses struggle with visibility. Customers need to know they exist and how to access their services.Engaging Decision-Makers: It’s equally important for business leaders and local decision-makers to understand the vital role small businesses play in the community. Advocacy and collaboration can help bridge this gap.How You Can Support Small BusinessesSmall businesses are the backbone of local communities, but they need more than good intentions to thrive. Here are tangible ways our panelists suggested you can make a difference:Shop Local: Spending money at local businesses directly supports your community, as those dollars go right back into the local economy.Leave Positive Reviews: Online reviews can significantly impact a business’s reputation and success. A kind word goes a long way.Be Thoughtful About Criticism: Negative reviews can be devastating for small operations. If you have an issue, consider addressing it directly with the business before posting online.Resilience and Community at the CoreThe discussions at the Maximize Positive Impact Conference underscored a critical truth: small businesses thrive when their communities rally behind them. They offer more than products and services—they bring neighbors together, create opportunities, and fuel local economies.By supporting small businesses, we ensure that our communities continue to flourish, reinforcing the mutual benefits of shopping local and fostering connections that uplift everyone involved. The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.

Written by Andrea BruneauThe Maximize Positive Impact Conference brought together a diverse group of small business owners, cultural change leaders, and non-profit visionaries to share their stories. The discussion centered on how these leaders strengthen relationships with customers and employees, foster inclusivity, and overcome challenges to maximize their positive impact on the communities they serve. Our Cultural Transformation Panelists were Julie Findley, CFAO and Deputy to SVP for Dartmouth College Campus Services, and Mary Lougee, Director of People and Culture for the Co-op Food Store. These leaders dove into the challenges and triumphs of organizational change initiatives that improve the employee experience. The discussion highlighted how visibility, active listening, and systemic improvements create a ripple effect of inclusion, productivity, and employee satisfaction. From rewriting policies to addressing leadership gaps, the panel offered actionable insights into building a workplace culture where employees feel valued and supported. Their stories underline a key truth: investing in people creates a ripple effect of positivity, productivity, and profitability.Visibility and Presence MatterTo foster inclusion, our panelists emphasized the importance of meeting employees where they are. Visiting all work locations and shifts ensures that no team or individual feels overlooked. The employees who are often left out will truly appreciate being seen and heard. Leaders should prioritize being present with staff regularly—whether at appreciation events or during day-to-day interactions. Take time to say hello, ask how they’re doing, and truly listen to their responses. These details do not go unnoticed by employees, and will lead to greater belief and buy-in to cultural initiatives. Listening to EmployeesListening sessions, surveys, and job shadows allow employees to highlight recurring themes that need urgent attention. Cultural issues our panelists uncovered included:Employees felt overworked and underpaid, leading to burnout.Communication breakdowns created frustration and misalignment.A lack of appreciation made people feel unseen and undervalued.Employees’ voices must also shape the strategy implemented to address these concerns.Tackling Systemic ChallengesSome barriers to inclusion and employee satisfaction can be systemic, requiring bold action by these lead:Rewriting Policies: Prohibitive language in policies that made people feel excluded were revised.Addressing Customer Behavior: Teams were trained to handle negative customer interactions, empowering employees to feel supported.Removing Unethical Leadership: Problematic leaders were replaced with those who embody the values of respect and fairness.Creating Connection Opportunities: Community-building events, such as department-wide lunches, helped foster relationships between employees and leadership.Building Capacity for Sustainable ChangeTo ensure long-term impact, these organizations invested in critical resources:New Roles: Hiring recruiters, culture and belonging directors, and learning and development managers to address staffing and development needs.Leadership Engagement: Leaders prioritized being present and actively connecting with employees, especially during busy seasons.Challenges That RemainWhile progress is evident, challenges persist:Balancing resources and time against demands.Engaging staff and leaders consistently, especially through high-stress periods.Extending the scope of influence to areas outside the department where strained dynamics still exist.Focusing on Continuous ImprovementThe panelists shared ongoing strategies to improve employee experiences:Regularly asking for feedback to identify opportunities for improvement.Tracking metrics such as the utilization of benefits and applicants who were referred by current employees—clear signs of a positive workplace culture.Budgeting for CultureInvesting in people isn’t just about costs—it’s about returns. When you invest in this work, you save money by preventing the issues that drain resources. A high quality employee experience eliminates expenses tied to turnover, training, and problem mitigation. Creating new positions to sustain the work, as well as leveraging resources such as community partners are some other budget-related strategies.Embedding and Sustaining Cultural TransformationMeasure Progress: Use pre- and post-initiative metrics to track change.Tie Goals to Rewards: Incentivize participation in cultural initiatives by linking annual goals to salary increases.Employee Representation: Staff need to see themselves in the work. Ensure the employee voice is heard and reflected in your strategy. Empower Influencers: Identify employees with social influence who are passionate about change, positioning them as champions of your initiatives.The Bottom LineCultural transformation isn’t a one-time project—it’s an ongoing commitment to prioritizing people and their experiences through visibility, listening, and sustainable action. This involves meeting employees where they are, addressing systemic barriers, fostering inclusivity, and creating opportunities for connection and feedback. Coupled with leadership engagement and measurable progress, these efforts ensure that employees feel valued, supported, and aligned with organizational goals—laying the foundation for lasting change. The panel’s insights made one thing clear: when organizations invest in their workforce, the returns are profound—not just for employees, but for the entire organization’s success. The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.

Written by Andrea BruneauSelf-awareness is at the core of effective leadership. It allows leaders to understand their strengths, weaknesses, and emotional triggers, which significantly influences their behavior and decision-making. As leaders develop self-awareness, they become more authentic, adaptable, and effective in leading others. Self-aware leadership is more than a trait—it’s a practice. It requires regular attention, willingness to learn, and the courage to confront uncomfortable truths about oneself. But the reward is a more cohesive team, better decision-making, and a stronger, more resilient organization.Here are practical steps any leader can take to enhance self-awareness and become better at guiding their team.1. Seek Regular FeedbackFeedback from peers, subordinates, and supervisors provides valuable insights into how others perceive you. A 360-degree feedback assessment, for instance, can give a well-rounded view of your strengths and areas for growth. Beyond formal assessments, informal conversations about performance can also reveal important insights. The key is to actively listen and accept feedback without defensiveness. Instead, see it as an opportunity for growth, not criticism.Action Step: Set up a quarterly feedback loop with your team, and make it clear that you genuinely value their input. Ask specific questions about areas where you could improve and how your actions impact the team’s morale or productivity.2. Reflect on ExperiencesSelf-reflection allows leaders to learn from their experiences, both successes and failures. By setting aside time daily or weekly to think about recent interactions or events, leaders can recognize behavioral patterns that influence outcomes. Journaling is particularly effective for documenting reflections and drawing insights.Action Step: At the end of each day, write down three things that went well and three areas where you could have acted differently. Over time, look for recurring themes to identify patterns that affect your leadership style.3. Develop Mindfulness PracticesMindfulness involves being present and fully engaged in the moment. Techniques such as meditation can help leaders become more aware of their thoughts, emotions, and bodily sensations, making it easier to recognize emotional reactions in real time. Practicing mindfulness can also help leaders stay calm and grounded in stressful situations.Action Step: Start your day with a five-minute meditation to set a calm tone, or use breathing exercises before a challenging meeting to stay focused.4. Establish Personal Values and GoalsClarifying your core values helps align your behavior and decision-making with what matters most. Leaders who understand their values are better equipped to make consistent decisions and lead authentically. Furthermore, setting personal development goals based on these values can guide continuous growth.Action Step: Write down your top five values and review them periodically to ensure your actions and leadership decisions align with those principles. Set one or two personal development goals each quarter based on feedback and self-reflection.5. Observe Body Language and Nonverbal CuesSelf-awareness isn’t just about understanding your thoughts and emotions; it’s also about recognizing how you present yourself to others. Pay attention to your body language, tone, and facial expressions during interactions. These nonverbal cues can reveal your true emotional state, even if you’re unaware of it.Action Step: Practice mirroring techniques during conversations to become more conscious of your body language. Record yourself during a meeting to observe your nonverbal behavior and make adjustments where necessary.6. Engage in Coaching or MentorshipHaving a coach or mentor can provide an external perspective on your leadership style, helping to identify blind spots and offering constructive feedback. Leadership development programs with a coaching component often include tailored feedback, which can accelerate growth.Action Step: Schedule regular sessions with a coach or mentor to discuss your progress and get feedback on specific behaviors you’re working to improve.7. Challenge Your AssumptionsLeaders often operate on assumptions, which can limit their perspective and lead to biased decision-making. Questioning your beliefs and reasoning helps you avoid automatic thinking and encourages openness to new ideas.Action Step: When faced with a decision, write down the assumptions behind it. Ask yourself if these assumptions are based on facts or if they need to be reconsidered. Seek out diverse viewpoints to challenge your thinking.The Bottom LineImproving self-awareness is a continuous journey that involves feedback, reflection, mindfulness, and proactive goal setting. As leaders grow in self-awareness, they can better understand their impact on others and make more intentional decisions. By taking these practical steps, leaders can strengthen their ability to connect with their teams, manage challenges, and lead authentically. The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.

Written by Andrea BruneauIn today’s fast-paced work environment, learning and development efforts are often focused on technical skills and immediate job functions, leaving basic leadership skills largely overlooked. This gap has significant implications not just for individual careers, but also for the overall success of businesses.Middle managers and new leaders, in particular, are neglected in professional development. They are often promoted for excelling in their frontline roles, rather than for the competencies that make successful leaders. Training then consists of shadowing other leaders to learn systems and daily tasks - a mere passing down of habits, regardless of their efficacy. Yet, these leaders are inevitably expected to support change initiatives, manage performance issues, and mitigate conflict—requiring soft skills they were neither hired or trained for. This is where leadership development can make a significant impact.Further, core leadership skills benefit all employees whether their career trajectory is aimed at formal leadership or they remain individual contributors. Understanding how leaders think, leading oneself, and influencing others are essential skills for navigating and thriving in the workplace. It’s not just about the technical know-how; it’s about understanding what leaders value, how decisions are made, and how to contribute effectively within those frameworks. So what can your organization do to more effectively unlock the leadership potential in your workforce? First, you need to know what core leadership skills to be looking for and developing in your workforce. Identify emerging leaders by those core skills, rather than how effectively they perform the frontline work duties. Provide education and mentoring for your emerging leaders to provide effective support of the role they are being asked to play in your organization’s culture and business operations.Identify Core Leadership Skills:Emotional Intelligence (EQ): Understanding and managing emotions is key to effective leadership and teamwork. Leaders use EQ to build strong relationships and navigate complex situations, while employees apply it to foster a positive work environment and collaborate effectively.Performance Management: This involves setting clear expectations, providing feedback, and conducting fair assessments to enhance performance. Leaders ensure alignment with organizational goals, and employees use it to continuously improve and contribute to team success.Change Management: The ability to guide teams through transitions is crucial in a fast-paced environment. Leaders communicate clearly and motivate their teams during changes, while employees embrace adaptability to support smooth transitions and drive innovation.Managing Conflict: Addressing workplace conflicts proactively and constructively is essential. Leaders resolve conflicts by facilitating open communication, and employees contribute by engaging in respectful dialogue and finding collaborative solutions.Collaboration and Team Building: Fostering teamwork and an inclusive culture enhances organizational performance. Leaders create environments where all voices are heard, and employees collaborate effectively, leveraging diverse strengths to achieve common goals.Identify Emerging Leaders:Rather than promote the front line workers who are the best at completing their job tasks, look for individuals who demonstrate emerging leadership characteristics and behaviors, such as:Observes and responds thoughtfully to the emotions of others.Manages stress effectively without letting it impact interactions or decisions.Volunteers to integrate new team members and fosters a sense of belonging.Shows flexibility and a positive attitude toward change, helping others adapt.Takes initiative in setting clear goals and expectations for tasks or projects.Actively seeks out and receives feedback with humility and curiosity.Encourages open dialogue to address underlying issues before they escalate.Maintains calm when dealing with tense situations, finding win-win solutions.Promoting the right people is a strategy that can be implemented regardless of your organization's learning and development resources. Educate and Mentor:Emerging leaders need to be supported in developing their core leadership skills that will increase the scope of their positive influence. Provide specific programs focused on key leadership skills.Pair emerging leaders with seasoned mentors who can offer guidance.Offer small leadership roles or lead projects to apply their skills in real-world scenarios.Establish a system for continuous feedback from peers and supervisors to refine skills.Assign them to cross-functional teams to build broader organizational awareness.By investing in leadership development at all levels, companies can ensure that employees not only advance in their careers but also become more effective in their current roles. Employees feel more equipped and valued, and businesses see better performance, collaboration, and overall results. It’s time to rethink how we prioritize leadership training and recognize its importance for every employee, regardless of their position on the ladder. The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.

Written by Andrea Bruneau According to Gartner’s annual list of future work trends for 2024, “employee conflict resolution” is a key skill for managers in the current political, professional, and cultural climate. Notably, 57% of managers surveyed say that they are fully responsible for solving their direct reports’ conflicts. With upcoming elections, geopolitical crises, labor strikes, climate change, and pushback to DEI efforts, the environment is ripe for differences of opinion. That is in addition to the common work-related frictions that can occur in day-to-day operations. Managers who can support employees to navigate, rather than ignore, interpersonal conflict will be positioned to maximize their positive impact on their organizations.Understanding Workplace ConflictConflict should be viewed as an inevitable part of coexisting, rather than a disruptive force to be avoided at all costs. Friction is to be expected when individuals with diverse backgrounds, job functions, and perspectives work together. Conflicts can arise from misunderstandings, competing priorities, stress, poor communication habits, or clashing personalities (to name a few instigators). Keeping the peace might seem like the right or easiest option, but if left unaddressed, these conflicts can lead to a toxic culture, decreased productivity, and high turnover rates as trust erodes. Effective conflict resolution can enhance team cohesion, improve problem-solving, and foster a positive workplace culture. Adversity is an opportunity to build connections if handled appropriately.Practical Steps to Resolve Workplace ConflictsAcknowledge the Conflict: While it is appropriate to pick your battles, unaddressed workplace conflict will fester and build up over time, leading to a culture of low trust and lack of collaboration. Recognize and openly address the existence of friction when it occurs, rather than ignoring it. Define the Problem Together: Create a safe space for employees to express their concerns without interruption by utilizing active listening and non-judgement. Take turns sharing your experience.Consider each other’s perspectives until all parties feel heard.Sort out the facts.Identify the Root Cause: Understand the underlying issues driving the conflict.What conditions or circumstances contributed to this?What systematic weakness does this issue highlight?Can you identify one core problem from which other issues have stemmed?Develop a Plan: Collaborate with the involved parties to create a clear, actionable plan to resolve the conflict.Follow Up: Regularly check in to ensure the resolution plan is working and make adjustments as necessary.Practical Examples of Workplace Conflicts and ResolutionsTo understand the dynamics of workplace conflict and effective resolution, let’s apply these strategies to two different scenarios.Example 1: Conflict in a Tech StartupScenario: A tech startup with a fast-paced environment has two team members, Alice and Bob. Alice, a software developer, feels overwhelmed by Bob’s constant changes to the project requirements, which she perceives as micromanagement. Bob, a product manager, believes his frequent updates are necessary to align the project with client expectations.Ineffective Resolution: The manager, Emma, tries to avoid the conflict by instructing Alice to "just go along" with Bob’s updates without addressing the underlying issues. Falling to take the opportunity to communicate, Alica and Bob remain misaligned. Over time, Alice becomes increasingly frustrated and disengaged, believing that she has no input or influence on her projects. The quality of work suffers, and eventually, Alice starts looking for a new position.Effective Resolution:Acknowledge the Conflict: Emma invites Alice and Bob for a private meeting, acknowledging the tension and its impact on their work.Listen Actively: Emma listens to both Alice and Bob without interrupting, allowing them to express their concerns and viewpoints.Identify the Root Cause: Emma identifies that the root cause is a lack of clear communication and understanding of each other's roles and priorities.Develop a Plan: Emma works with Alice and Bob to create a communication plan. They agree on regular check-ins to update each other on progress and changes, and Emma clarifies the boundaries of their roles.Follow Up: Emma schedules follow-up meetings to ensure the new plan is working and to address any new issues promptly.By addressing the conflict directly and facilitating open communication, Emma helps Alice and Bob understand each other's perspectives, leading to a more collaborative and productive working relationship.Example 2: Conflict in a Healthcare SettingScenario: In a busy hospital, Nurse John and Doctor Sarah frequently clash over patient care decisions. John feels that Sarah dismisses his input, while Sarah believes John doesn’t understand the bigger picture of patient treatment plans.Ineffective Resolution: The department head, Dr. Lee, decides to separate their shifts to avoid direct interaction, thinking this will prevent further conflict. Without the opportunity to empathize with each other and collaboratively problem-solve, John and Sarah maintain the lack of respect and consideration that exists between them. Further, they vent to colleagues about each other, perpetuating negative assumptions and judgements through gossip. This leads to coordination issues, communication breakdowns, and compromised patient care.Effective Resolution:Acknowledge the Conflict: Dr. Lee brings John and Sarah together for a discussion, acknowledging the ongoing tension and its effects on patient care.Listen Actively: Dr. Lee facilitates active listening as both John and Sarah are able to voice their frustrations and concerns.Identify the Root Cause: They identify that the conflict stems from miscommunication and a lack of mutual respect for each other’s expertise.Develop a Plan: Dr. Lee facilitates a workshop on effective communication and teamwork, emphasizing the importance of collaborative patient care and the roles each member plays on the care team. They agree on specific protocols for decision-making that include input from both nurses and doctors. Ongoing efforts are made to get to know each others’ experience, values, and unique strengths in order to build trust and respect.Follow Up: Dr. Lee schedules regular team meetings to review the effectiveness of the new protocols and to address any ongoing or new issues.By fostering mutual respect and improving communication, Dr. Lee helps John and Sarah work together more effectively, leading to better patient outcomes and a more cohesive team.In 2024, mastering employee conflict resolution will be an essential skill for managers. By addressing conflicts head-on and fostering open communication, managers can turn potential workplace disruptions into opportunities for growth and improvement. Embracing these strategies will not only enhance team dynamics but also contribute to a more positive and productive work environment. The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.