Context
In 2021, a manager of a Residential Aged Care facility entered her leadership development program with the best of intentions. She cared deeply about residents and her staff — often putting their needs ahead of her own. But her habit of working long hours, taking on too much, and neglecting her own self-care meant she was often running on empty.
Her team described her as warm, likeable and caring, but also too busy and rushed. They didn’t want to “add to her burden” with their own challenges. As a result, important issues — from conflict to clinical governance matters — were left unspoken, unaddressed, and allowed to fester. The unintended impact: high stress for her, low psychological safety for the team, and avoidable turnover.
The Breakthrough with Care Leads
The turning point came through the Care Leads assessment, which provided her team with a safe and supportive way to share their feedback. This process helped her uncover blind spots she hadn’t been aware of, giving her both the insight and the motivation to grow.
The results also gave her coach a clear roadmap for the next 12 months, highlighting the key areas that would create the most impact.
The Journey
Rather than retreat from the confronting feedback she received, this manager chose to lean in. She worked with a coach over 12 months, bringing real-time challenges to the table — staffing pressures, COVID disruptions, interpersonal conflict — and committed to trying new approaches.
She started to:
- Create space for her team instead of rushing through conversations.
- Share responsibility rather than carrying it all herself.
- Prioritise her own self-care, allowing her to show up at her best.
- Build confidence to address issues early, rather than letting them build.
The Growth
Her 2022 Care Leads retest told the story of just how far she had come improving across all domains:
- Leading Self – stronger resilience, balance, and humility.
- Leading Others – more empowering, communicative, and consistent.
- Leading Change – proactive, strategic, and curious about new approaches.
- Leading Business – clearer priorities and stronger governance oversight.
- Leading Purpose – aligning daily practice with values and vision.
The Results
The difference for her team was dramatic:
- 57% increase in psychological safety.
- 20–25% less regrettable turnover compared to similar teams and her own results in prior years.
- A stronger, safer workplace culture.
- Conflicts and governance issues were addressed promptly, rather than festering.
- She is now mentoring peers, helping other leaders make similar shifts.
The Human Impact
The transformation wasn’t only professional — it was personal. Her job satisfaction rose sharply while her stress levels dropped. She went from being reactive and overloaded to confident, balanced, and impactful.
The Lesson
This story demonstrates how leadership growth is a win/win/win proposition:
- Leaders thrive when they build resilience and balance.
- Teams flourish with psychological safety and reduced turnover.
- Organisations benefit from stronger governance and reduced risk.
