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The path to becoming a great manager

For over 25 years they have been curating tailor-made travel in North America. Locally-based with offices in Canada and the USA, their focus is on crafting bespoke trips for individuals.

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Challenge

Supporting new managers

Following internal signals, the Deputy Director of Toundra, a subsidiary of the Toundrigo group, decided to contact iNNERSHiP to support the group’s managers in leading their teams, especially since many were first-time managers. The goal was to equip all managers with the leadership skills needed to effectively manage any profile within their teams.

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Success also meant fostering a real team dynamic where managers could share best practices and effectively support senior leadership. Instilling an awareness of their roles and responsibilities in the day-to-day lives of these managers was crucial.

I particularly appreciate the co-development sessions, which were far more impactful than I expected. Thanks to the self-awareness and team understanding tool, I’ve significantly improved both communication and my effectiveness as a manager.

Participant

of this program

Cohesion, skills, and sustained performance

The tailor-made development programme for Toundra Voyages started with an initial journey combining both collective and individual development. A key aspect was the need to move quickly to support the managers during the peak season. This young, travel-loving audience expressed a strong desire to anchor new methods to help them in their leadership roles. Every initiative, from communication to the programme itself, aimed to foster team cohesion and elevate the level of trust and competence among the managers.

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Collective Sessions: Three in-person group sessions were designed and delivered to encourage reflection and the exchange of best practices. For example, during a co-development session, managers shared specific challenges and worked together to resolve them. The focus was on practical application, with many role-playing exercises on real-world scenarios and practical tools. Monthly co-development sessions were also held, initially led by iNNERSHiP and later independently managed by the team, a practice that continues today.

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Individual Coaching: Two individual coaching sessions were provided to each manager for personalised support. These young managers, who had never experienced coaching, had "an iNNERSHiP coach in their pocket" – a feeling reinforced by a journey designed with Toundra’s branding (and of course travel visuals!), which included questions and resources to guide conversations between individual sessions.

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Following the success of this initial collaboration, a deepening of the programme was implemented in Year 2, based on the clarified expectations of Toundra’s managers.

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Five half-days of support, including group coaching and individual in-person coaching at Toundra’s Montreal office, were offered to allow each manager to further work on their strengths and challenges.

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Solution

Long term Solution

Anchoring growth: empowering tomorrow's leaders at Toundra Voyages

The awareness of the importance of the management role (including detailed responsibilities) was a powerful lever for anchoring and enabling growth within the role. On this journey to the heart of leadership, the managers have become essential pillars, reinforcing and supporting the leadership team. Through regular progress and engagement tracking, and monthly check-ins with the sponsor, the following outcomes were observed:

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Stronger Cohesion: The collective sessions increased team cohesion and trust. One participant noted: “The co-development sessions made me feel more connected to the team and allowed me to share my challenges.”

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Improved Skills: The young managers developed essential skills to better understand and manage different profiles within their teams.

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Sustained Performance: Despite the ongoing peak season, team performance remained high. 100% of participants found the programme effective. Toundra Voyages’ leadership and the iNNERSHiP team continue their partnership.

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Results