Restoration Helps Municipalities Rebuild Trust and Relationships
By MC Advisory
Conflict, complaints, and change are a natural part of municipal life.
Sometimes this means navigating a workplace investigation, addressing a harassment concern, or adjusting to a leadership transition. These processes are important and often necessary, but even when handled well, they don’t always rebuild trust on their own.
For councils, CAOs, and staff, the real opportunity comes afterward—working together to strengthen relationships and refocus on what matters most. This is where workplace restoration plays an important role.
Why Restoration Matters
Workplace restoration is about helping municipalities move forward after a traumatic event or prolonged conflict. That could be:
- a workplace investigation,
- a bullying or harassment complaint,
- a period of poor performance at the team or individual level,
- organizational change, such as restructuring or new leadership, or
- broader unrest within the municipality.
Restoration isn’t about sweeping issues under the rug. It’s about acknowledging the impact, rebuilding trust, and creating a path forward. Done well, it helps councils, CAOs, and staff release resentment and focus on serving residents, instead of being consumed by conflict.
Restoration is not a “kumbaya” exercise. It’s a structured, supportive process that allows people to be heard, to reflect, and to choose a healthier way of working together.
It can include:
- Individual and team conflict coaching
- Communication and leadership assessments
- Council or staff facilitation and mediation
- Organizational culture reviews and action planning
Every municipality is unique, so restoration must be tailored; there’s no one-size-fits-all solution.
Conflict is Normal
Where there are people, there will be conflict. That doesn’t mean a municipality is broken; it means it’s made up of real people with different values, perspectives, and pressures. In fact, some of the most innovative organizations regularly experience conflict; they’ve just learned how to handle it well.
The danger lies in avoiding conflict. When council or staff chalk issues up to “personality clashes” or hope problems will work themselves out, the result is usually worse: disengagement, turnover, or even formal grievances. Unspoken conflict isn’t neutral; it compounds.
Restoration provides a constructive way through. It reframes conflict as a leadership and organizational opportunity, using conflict resolution in a supportive way to help people work together more effectively.
What Restoration Looks Like
Every successful restoration starts with trust. In a municipal setting, that might mean listening carefully to council members, staff, and even community stakeholders. One-on-one conversations, small-group dialogues, and careful observation help surface what’s really going on. People often share more openly with a neutral third party than with their manager or colleagues.
From there, leaders can work with an advisor to create a restoration roadmap. This might involve coaching for council, rebuilding team dynamics among staff, or conflict-resolution strategies for leadership.
This work of rebuilding trust takes time, but the results are worth it: improved tone in council chambers, more constructive meetings, smoother project delivery, and a healthier workplace culture.
When to Bring in Help
In my experience, municipalities seek help at two key points:
- Proactively: When a Mayor, council member, CAO, or other leader senses something is “off” and wants an assessment of workplace dynamics.
- Reactively: After an investigation or period of unrest or conflict, when an external recommendation is made to support healing and moving forward.
In both cases, a neutral, experienced third party is essential. Staff and councilors alike worry about confidentiality and political fallout. A trusted outside advisor creates a safe space, protects anonymity, and translates insights into practical steps.
The ROI of Restoration
The return on investment in restoration is real:
- Fewer formal complaints
- Better staff and council morale
- Stronger retention and performance
- Cost savings compared to legal disputes or prolonged dysfunction
Municipal government runs on people: council, staff, and community partners. If we want high-performing, resilient municipalities, we must invest in the hard, human work of repair.
Restoration isn’t about being perfect. It’s about showing up, listening, and doing the work together. So, if you recognize conflict in your municipality, ask yourself: “How can I help us get through this in a supportive way?” That question, and the courage to act on it, can change the course of your municipality for the better.
Heather Stamp is a Senior Advisor of People & Culture at MC Advisory. Known professionally as the “Chaos Whisperer” for her ability to bring calm and clarity to complex situations, Heather finds balance outside of work as an avid hiker and yogi, and by watching her three adult children thrive.
