Does your organisation have a defensive culture? Turning this around can feel like an impossible task, but Pharmacist Support shows it’s achievable. Melissa Cochrane, Wellbeing Development Senior Manager, opens up about the charity’s communication problems and how they changed employee behaviours to build a culture of ‘best intent’.

Watch the full interview below to discover how Pharmacist Support tackled its defensive culture through investing in employee wellbeing and development that goes beyond the tick box. 

Pharmacist Support is an independent charity, supporting the pharmacist profession and their loved ones. Last year, they won the Wellbeing category of the Culture Pioneer Awards for their achievements in building a holistic employee wellbeing plan that led to impressive turnover improvements.

We’ve done a lot of work on assuming best intention at the charity… and this has really helped to make it a safe space, because we don’t have people responding with defensiveness or fear or annoyance. We’re very conscious to think the best of each other, and that makes a huge difference.

Key discussion points

Pharmacist Support’s Strategic Review and Initial Changes

• In 2019, Pharmacist Support conducted their first employee survey to understand the issues and needs.
• A new mission and vision were established: to champion the wellbeing of the pharmacy family and ensure no one faces challenging times alone.
• The charity moved from a traditional 9-5 office job to a more flexible working policy, which had an immediate impact on employee wellbeing.
• New policies such as flexible working, reward and recognition, and a staff wellbeing budget were implemented, fully supported by the Board of Trustees.

Identifying and overcoming a culture of defensiveness

• Melissa joined as the charity’s dedicated wellbeing expert and started leading internal wellbeing initiatives.
• Open dialogue and healthy communication were emphasised, addressing the initial culture of defensiveness.
• Annual staff surveys, ad hoc wellbeing surveys, monthly catch-ups with line managers, and staff meetings were introduced to ensure open communication.
• The concept of assuming best intentions was introduced to create a safe and supportive work environment.

Assuming Best Intentions and Team Meetings

• Melissa explains the importance of assuming best intentions in communication to reduce defensiveness and fear.
• Wellbeing is a standing item in every team meeting, with activities like mindfulness practices and communication workshops.
• The charity’s hybrid work model allows employees to choose between working from home or the office, catering to individual needs.
• A second space in the office is available for meetings, ensuring quiet for those who need it.

Creating a Supportive Work Environment

• Pharmacist Support’s new office space is designed to be welcoming, with comfortable furniture and activities organized by the building management.
• The charity offers a choice of working from home or the office, accommodating individual needs and preferences.
• Coaching for the senior management team was introduced, which helped in developing a culture of valuing and understanding individual team members.
• The charity encourages self-management strategies like mindfulness and learning styles assessments to improve team dynamics and reduce conflict.

Advice for Wellbeing Managers and HR Professionals

• Melissa advises starting with a fully anonymous staff survey to understand employees’ feelings and needs.
• Leadership should cultivate a non-defensive attitude and work towards a shared vision.
• Group coaching for senior management teams is recommended to develop a culture of valuing and understanding individuals.
• Emphasising individual strengths and potential helps create a supportive work environment that employees feel.

Winning the Culture Pioneer Awards

• Melissa shares the significance of winning the Culture Pioneer Awards, acknowledging the charity’s efforts in workplace wellbeing.
• The award validates the impact of the wellbeing practices implemented at Pharmacist Support.
• As a small charity, winning against larger organisations felt especially rewarding.
• The award highlights the importance of creativity and hard work in achieving wellbeing success.

Culture Pioneers is a campaign proudly powered by HRZone. We are on a mission to both support organisations driving impactful culture change, and commend those who are leading forward and challenging the status quo at work.

Our campaign provides expert guidance and insights, while celebrating workplace cultures that drive real business impact. The best businesses don’t just adapt; they shape the future.