OpenText builds a high‐performance culture for the long‐term : Workshops on sales and customer service teach teams how to work under pressure

Purpose – Describes how OpenText, an international enterprise‐software company, wanted to align its expanding European business under a common framework, following a period of rapid growth, and so chose more than 100 employees to go through workshops focused on sales and customer service. Design/methodology/approach – Explains the reasons for the workshops, the form they will take and the results they aim to achieve. Findings – Details how the workshops combine one‐page maps with structured coaching. Reveals that the maps allow users to “see” where they are now, where they want to be, and how to get there. Practical implications – Highlights the key components of the workshops: developing the right mindset, through mental preparation, to create resilience; acquiring the correct skill set to feel “in control”; and learning a framework to perform effectively in the real world. Social implications – Describes the acquisition of skills in managing pressure that will be useful in employees' personal as well as professional lives. Originality/value – Details a novel approach to the acquisition of customer‐service skills.