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Case Study: Solving challenges and gaining buy-in through facilitated sessions


Houston-based, Service Corporation International serves as North America’s largest provider of funeral and cemetery services. With 24,000 associates, in multiple locations, internal communication plays a key role in maintaining excellence. The organization called Morningstar Communications to lead a select group of individuals through a full-day facilitated session on internal communications practices.

1Challenge

With a large volume of corporate communications, associates were experiencing message fatigue. SCI needed more structured and strategic internal communications practices to gain greater associate engagement. The company contacted Morningstar Communications to develop and facilitate a session with 15-20 key team members to obtain buy in, extract insights and synthesize information needed for a strategic internal communications plan.

2Solution

Morningstar Communications worked hand-in-hand with SCI to develop a customized set of exercises to help the company gain an understanding of the current and ideal state of internal communications; embrace effective communications in a multi-generational workforce; and create clear direction for internal communications moving forward. Eric Morgenstern facilitated the session and provided a keynote on generational communications.

3Results

The facilitated session achieved its desired results, netting valuable insights, strategies and tactics that could be synthesized into a vibrant internal communications program. Since key players took part in the discussion and bought-in to the process every step of the way, program acceptance and approval went more smoothly then it would have otherwise.