Team Collaboration Skill Workshop at CBRE
Global real estate services provider CBRE launched a new workplace-as-a-service program that shifted their role from a traditional office and facilities provider to a customizable in-house concierge service for clients.
The challenge
To prepare for a global rollout, CBRE needed to train new and existing team members on the new offering, focusing on three key priorities.
Creating a Dynamic Front Desk “Host” Team
Empowering the front desk staff to envision themselves as “hosts.” This meant shifting from thinking of their role as “order-takers” to become proactive, creative problem solvers and community builders.
Increasing Cross-Functional Collaboration
Breaking down silos between the host team and other CBRE service areas including IT, facilities, and food services. The goal was to enhance communication and build alignment between these new cross-functional partners.
Encouraging Team Building & Information-Sharing
Ensuring that new hires felt welcomed, prepared and encouraged to go above and beyond to support their teammates and partners.
The solution
CBRE needed a partner with soft skills training expertise plus the agility, experience and creativity to adapt to the changing demands of a new program. They turned to us to create interactive, engaging training workshops to help launch this global pilot program.
We created custom content that aligned with CBRE’s priorities, focusing on skills such as active listening, anticipating and solving problems, generating empathy, creating delight, dealing with uncertainty, and creating a culture of support.
The result
In total, we delivered customized trainings to more than 150 people at CBRE client sites, including new and existing hosts, CBRE leaders, and key real estate team members and executives at client sites. The training was delivered in multiple formats, including:
“Hosting Skills” Training Workshops:
1.5-day session for new hosts at Nike’s headquarters, as part of a 2-week onboarding.
Half-day sessions for existing team members, conducted at Microsoft’s Detroit office and CBRE’s Los Angeles office.
Cross-Functional Kick-Off Workshop:
Full-day session introducing the new program to Nike’s new hosts, existing employees, and new cross-functional partners (IT, food service, facilities).
Included interactive exercises to communicate and collaborate across departments and vendors, plus facilitating an event for 100+ SVPs and below.
“Train the Trainer” Workshop:
Half-day session to empower internal managers at Nike to consistently deliver the custom content for future rollouts.
Our fast-paced, interactive sessions set a positive and constructive tone for what could have otherwise been a stressful onboarding process. The host teams, who don’t often receive professional development opportunities, felt energized, empowered and ready to embody CBRE’s key priorities.
As a result of our sessions and the overall success of the pilot, CBRE now has a scalable, customizable training solution. Going forward, CBRE will continue to partner with us to deliver the program to clients worldwide.
“With a new program rollout, you have to be ready for the unexpected. Oak and Reeds gracefully juggled many moving parts and adapted to changing client needs to lead a training that empowered teams to be creative problem-solvers. I’m still receiving positive feedback from participants, who found the unique training engaging, memorable and valuable. We can’t imagine leading these trainings without Oak and Reeds at our side, and look forward to partnering with them on future rollouts!”
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