The Steps to Systemically Solve Your Internal Challenges

Organisational culture is often described as “the way things are done around here.” But what if that definition is holding your business back from real, lasting change?

In a recent webinar with Summit Events, John Crossan, COO at Culture Impact, shared our practical framework for understanding and transforming workplace culture so that engagement survey insights lead to meaningful, sustainable improvements.

Why do some organisations struggle to turn insights into action?

Many organisations invest in engagement surveys and gather valuable data. However, only some see real change, while others struggle to move beyond surface-level fixes.

Too often, leaders jump straight to action, addressing symptoms rather than root causes. The most effective organisations, however, ask not just “what are people experiencing?” but “why and how are they experiencing it?”

Rethinking workplace culture: from abstract to actionable

“Culture is the patterns of behaviour that are encouraged, discouraged, or tolerated by people and systems over time.”

This perspective empowers leaders to actively shape culture by reflecting on:

• Which behaviours are being encouraged or discouraged (intentionally or not)?

• What is tolerated, even if it’s misaligned with stated values?

• How do systems and processes reinforce or undermine desired behaviours?

  
  

The power of mindsets

Culture isn’t just about visible actions, it’s also shaped by hidden mindsets, beliefs, and assumptions that people bring to work. These mindsets act as filters, colouring how employees interpret leadership actions, communications, and organisational changes.

Key principles include:

• We create our own version of reality from what we see.

• The same data can give rise to multiple realities.

• We tend to see what we expect or want to see.

• We hold on to what we know, interpreting the present through the lens of past experiences.

  
  

Leaders must recognise and manage these mindsets to drive genuine culture change.

The questions to ask to identify the root cause

While engagement data can reveal the key warnings of negative employee experiences, it rarely explains the underlying “how” and “why.” To get to the root cause, we suggest...

• Conducting interviews and focus groups to explore what’s being rewarded, punished, or tolerated.

• Asking open questions to uncover the mindsets and assumptions driving behaviour.

To move from insight to action, HR leaders should focus on three key channels:

1. Behaviours: Leadership behaviour sets the tone. For example, if you want a culture of high accountability, leaders must consistently follow up on commitments and address poor performance.

2. Systems and Processes: Organisational systems (like performance management or reward structures) can reinforce or undermine desired behaviours. Are your processes aligned with your cultural goals, or are they sending mixed signals?

3. Symbols: Decisions about where time and resources are spent, who gets recognition, and even office perks send powerful messages about what the organisation truly values.

Practical steps for sustainable change

• Define “From–To” Shifts: Identify the behaviours, systems, and symbols you need to move away from, and those you want to move toward. For example, shifting from a mindset that “high performance requires personal sacrifice” to one that values “sustainable high performance through self-care and balance.”

• Build Alliances: Culture change isn’t a solo effort. Engage executives, communications teams, and “culture champions” at all levels to model and reinforce desired behaviours.

• Create a Culture Plan: Just as you have strategic and operational plans, develop a culture plan to ensure all initiatives are aligned and mutually reinforcing.

  
  

Unlock our HR Toolkit

Transforming culture is a systemic, ongoing process. By understanding the deeper drivers of behaviour and mindsets, and aligning systems, symbols, and leadership actions, organisations can turn engagement insights into real, lasting change.

Download our HR toolkit that includes our resources to help you dive deeper into your engagement survey data and create a plan to enforce meaningful change.

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