Conflicts in the Agency Team – When Speed Meets Team Culture

In many growing companies, tensions arise when new employees and increasing demands collide with established teams. Especially in creative and fast-paced industries like marketing, it becomes clear how important it is to cultivate a healthy team culture. This case study describes how an owner-managed marketing agency with around 25 employees used a workshop to overcome growing tensions between “old hands” and new colleagues and actively promote a harmonious working atmosphere.

The Initial Situation

Over the past two years, the agency had expanded significantly. New employees joined the team quickly, and project pressure increased at the same time. While the founding and creative core focused heavily on speed and personal responsibility, many of the new team members were looking for clearer structures, more exchange, and regular feedback. These differing expectations increasingly led to misunderstandings and withdrawal. The team’s sense of unity noticeably deteriorated, and the overall atmosphere was tense.

The Agency’s Goal

The management's goal was to address internal tensions openly without assigning blame. The focus was on improving collaboration and consciously creating space for new forms of communication. Another key aspect was reflecting on which values currently connected the team and how a functioning collaboration could be rebuilt from this diversity.

Approach

The approach consisted of a one-day team retreat that deliberately took place outside the agency’s everyday environment. The workshop at a neutral location provided a moderated setting for honest exchange and a trusting atmosphere. Tensions were addressed, existing communication patterns were reflected upon, and new team rules were developed. Two months later, a follow-up session was held at the agency, focusing on conflict prevention in day-to-day work.

Results

The participants found the open exchange to be very liberating. Many conflicts could be depersonalized and viewed from a new perspective. During the workshop, the team defined clear principles for communication, dealing with stress, and feedback. Management reported a noticeable improvement in team morale – especially because issues were now being addressed directly rather than suppressed. Going forward, a biannual team check-in will be established to strengthen continuous dialogue and the ongoing development of team culture. With this approach, the agency has found a successful way to connect growth and team culture, and to master the challenges of team cohesion in a growing company.