In a business world where doing more with less has become the norm, keeping teams motivated and aligned can feel like an uphill battle. This week on Managing Made Simple, I had the pleasure of diving deep into these challenges with Alison Curtis, Head of Client Services, and Janessa Mason, Senior Creative Director, from the creative agency Skona. Alison and Janessa shared their powerful strategies for building a cohesive, motivated team that performs well under pressure—perfect for leaders navigating fast-paced environments.
Through their insights, we unpack how effective communication, aligning team and client priorities, and fostering a resilient work culture can transform how teams operate, even when deadlines are tight. Here’s a closer look at some of the key strategies discussed.
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Building Alignment Through the “Why” Behind Requests
Alison and Janessa emphasize the importance of giving context when setting timelines or communicating project changes. They share how their teams at Skona often work on tight deadlines and with demanding clients. Instead of just telling team members “what” needs to be done, they explain the “why.” For example, if a client requests a rush project to meet a critical deadline, Alison ensures that the creative team understands why it’s essential. This context fosters empathy and builds a sense of shared purpose, helping the team see the client as a partner rather than just a source of demands.
Aligning goals in this way goes a long way in keeping the team motivated and minimizing frustration. Team members can then approach projects with a clearer sense of the overall goal, which reduces the feeling of “just putting out fires” and transforms it into purpose-driven work.
The Power of Proactive Communication and Transparency
One major theme throughout our discussion was proactive communication. Alison explains how the client services team keeps the creative team in the loop from the outset of a project—even on elements that might not be subject to change. This transparency builds trust, giving everyone an opportunity to voice concerns and gain clarity early in the process.
Janessa also highlights the importance of waterfall communication. Rather than waiting until the end to explain why certain creative decisions were made, the team keeps clients informed every step of the way. This approach not only helps the client feel involved but also reduces misunderstandings that could arise from last-minute surprises. For other managers and team leaders, this is a powerful reminder that constant, open communication keeps everyone engaged and minimizes costly revisions down the line.
Delegation and Empowering Team Members
Another challenge for many leaders is knowing when to step in and when to delegate. Janessa provides a practical example: by allowing more junior team members to manage certain aspects of a project, she can build their confidence while ensuring they’re ready for increased responsibility. She shares how she was able to guide a less-experienced team member through a client-facing role by offering just enough oversight to keep things on track while letting them take the reins.
Empowering team members in this way enables managers to scale effectively. By allowing team members to take ownership of their work, you foster a sense of pride and accountability. Moreover, delegation offers leaders more freedom to focus on higher-level responsibilities, such as strategy and client relationship building.
Navigating Tight Deadlines with Flexible Solutions
Alison and Janessa emphasize the importance of flexibility when working within budget and time constraints. Rather than sacrificing quality or overworking their team, they’ve found creative solutions to deliver the best work within the given parameters. They might reduce the number of deliverables or focus more on a few key components, which allows the creative team to maintain high standards without feeling overwhelmed.
This approach demonstrates a willingness to adapt while prioritizing the team’s well-being and the client’s needs. For leaders managing projects with demanding timelines, finding ways to adjust the scope without compromising quality is essential for maintaining both morale and productivity.
Building Strong Client Relationships and Advocating for Your Team
Building trust and fostering client relationships are central to Skona’s culture, and it’s clear that Alison and Janessa view this as a key component of their roles. They encourage their team members to build direct relationships with clients, which not only boosts the team’s credibility but also helps clients feel connected to the project. When clients request specific team members, it’s a testament to the trust and rapport that team member has developed.
Moreover, Alison and Janessa show the importance of advocating for their team’s work and abilities. By consistently highlighting their team’s strengths and giving credit where it’s due, they reinforce a culture of appreciation and respect that extends from Skona’s internal dynamics to their client relationships.
Amidst all the project demands, Alison and Janessa know how to keep things lighthearted, recognizing that a little bit of fun goes a long way in maintaining team morale. From quick Slack chats to small, supportive gestures, they create a workspace where team members feel appreciated and excited to be part of the team. This practice serves as a reminder that, while achieving client goals is essential, enjoying the journey is equally important.
For anyone looking to manage a high-performing, cohesive team, Alison and Janessa’s approach highlights the importance of context-setting, empowering your team, staying flexible, and never underestimating the power of proactive communication. Whether you’re an agency owner, a corporate manager, or a team leader, these lessons are crucial to thriving in today’s fast-paced work environments.
Tune in to the full conversation on Managing Made Simple to gain more insights on how to build and lead teams that are resilient, motivated, and ready for anything.
Skona Creative Agency:
https://skona.com/
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