NewTeamCulture — Three Rituals to Install, Three to Kill
You inherited a team with a weird vibe.
About this simulation
A zero-budget engagement turnaround at Larkfield Care Services, a UK contact-centre operator. You are the new manager of Team Aurora — 60 frontline advisors with 48/100 engagement, 52% annualised turnover, and a flagship £9m energy client threatening to terminate inside a 90-day cure period. Finance has handed you a hard constraint: no pay rises, no bonus pool, no headcount.
Across four rounds you diagnose why intrinsic motivation collapsed (Cable's seeking system), redesign onboarding around best-self activation, choose a strengths-based job-crafting move that loosens control without breaching the client's SLAs, and set a feedback ritual that reinforces rather than starves the seeking system.
Every choice moves four KPIs — Engagement, Intrinsic-Motivation Index, CSAT/performance lift, and Voluntary Turnover — and any reach for money or tighter monitoring actively backfires, so only design-and-leadership levers recover the account. Learners discover that engagement is a work-design problem, not a pay problem.
Who it is for
An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.
How a session runs
- The instructor creates a session from the Eureka dashboard and invites the participants.
- Participants play 4 rounds. In each one they submit their decisions and the simulation calculates the results.
- The simulation can be run in English, Español.
- The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.