Case Study

EarlsRestaurant

Building leadership confidence and conflict resolution skills in a competitive industry

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Challenge

Competing for talent and building leadership in a transitional workforce.

Operating in the fast-paced casual dining sector, Earls Kitchen + Bar faced two major challenges: intense industry competition and a shrinking talent pool. With 68 restaurants across Canada and the US and around 5,000 employees, Earls was increasingly being seen as a transitional employer by younger staff looking to move into other careers.

Vice President of Human Resources, Mark Barry, recognised the urgent need to differentiate Earls—not just as a place to work, but as a place to grow. The business needed strong internal leadership to engage and retain its large part-time workforce, many of whom had diverse goals and short-term intentions. Conflict management and leadership development emerged as essential skills for sustaining engagement, performance, and long-term business success.

Solution

Thomas-Kilmann Conflict Mode Instrument (TKI) for leadership development.

To address these issues, Earls made leadership development central to its HR strategy. The company integrated the TKI into its team leadership seminars, particularly for junior leaders such as day and kitchen supervisors. The instrument provided a structured, practical way for emerging leaders to reflect on their conflict-handling styles and leadership behaviours.

Barry believes that leadership begins with personal mastery. The TKI supported this by positioning conflict in terms of self-awareness and choice, allowing team leaders to understand their tendencies and become more deliberate in how they lead.

The seminars emphasised the idea that no conflict style is inherently better or worse—just more or less effective depending on the situation. For leaders managing up to 200 staff across varied shifts and goals, learning to adapt their approach became a powerful way to improve team cohesion and personal credibility.

Key Programme Elements:

  • TKI integration into team leadership seminars for junior leaders
  • Focus on conflict-handling styles and leadership behaviours
  • Personal mastery approach positioning conflict as self-awareness and choice
  • Situational adaptation training for varied leadership contexts
  • Application for leaders managing large, diverse teams across multiple shifts

Results

Stronger internal leadership and long-lasting personal development.

The TKI-based programme gave leaders the tools to handle conflict more strategically, ultimately boosting engagement and team performance. Barry saw measurable improvements in how team leads approached difficult conversations and made decisions under pressure.

Over time, the approach became embedded in Earls' culture. Leaders were better equipped to navigate the demands of a complex workforce, and many took the insights beyond the workplace. Former employees even sent letters of thanks, describing how the leadership skills they gained benefited them in both professional and personal contexts.

For Barry and his team, this impact is the real reward. Whether employees stay with Earls or move on, the company is proud to give them something that helps shape their future.

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