As a result, leaders and mid- to senior-level managers:
Developed strategies for actively cultivating trust and establishing safe spaces that encourage authentic dialogue.
  • Explored mindsets and frameworks to address challenges + resistance.
  • Expanded their ability to navigate the complexities of our modern world, which often requires a nuanced understanding of various perspectives.
  • Practiced leading and unpacking difficult conversations through scenario-based learning.

RESULTS

In 2024, Etsy partnered with Firefly to upskill its HR Business Partners, Employee Relations, and Employment Counsel teams in leading high-stakes, emotionally complex conversations. The focus was on strengthening cross-cultural communication skills and building confidence in sensitive scenarios—particularly in moments where leaders are expected to think on their feet and respond with clarity and care. At the time, the teams were navigating a range of issues—from post-layoff sentiments to reactions surrounding the company’s public stance on the conflict in the Middle East—and needed a highly relevant, non-generic solution that reflected the reality of their roles.

BUSINESS NEEDS

Approach

Firefly collaborated with Etsy’s DEI team to identify specific growth areas and design a learning experience that went beyond surface-level content. The result was a fully customized workshop focused on building trust, navigating resistance, and framing conversations for success. Participants began with a self-assessment of their own trustworthiness and explored intercultural mindsets that guide inclusive leadership at Etsy. These concepts were immediately brought to life through real-world case studies, small group practice, and scenario-based reflection tailored to the complexity of their roles.

The session emphasized practical skill-building, including:
  • Surfacing and responding to resistance in real time
  • Creating psychological safety in high-stakes interactions
  • Identifying and overcoming common blockers to productive dialogue
  • Leading with intention through challenge and ambiguity
  • Participants left the session with not only a shared learning experience, but also a personalized playbook and accountability partner to support continued growth and application.

What I especially appreciated about partnering with Firefly was their ability to tune into what this specific group of leaders and HR professionals needed. This offering had to go way beyond the surface for participants who think on their feet all day, and are often in the midst of sensitive, high stakes discussions with their internal clients. 

CLIENT PERSPECTIVES

When we recognized our HR, Employee Relations and Employment Counsel team could benefit from bolstering skills around cross cultural communication in sensitive scenarios, we turned to our partners at Firefly. Together with the DEI team, Firefly was able to identify the specific pain points and growth areas that needed attention. They worked with us to customize a workshop centered on Difficult Discussions to fit the group's needs in ways an off-the-shelf training wouldn’t have sufficed.

Firefly’s collaborative approach and attention to detail ensured the content rang true, relevant, and useful for our participants. In the session, participants felt safe to try out new approaches to familiar issues in thoughtfully tailored small groups. Everyone left the session, not just with a shared learning experience, but also with a playbook to reference and an accountability partner to follow up with. Months later, I recognized my colleagues returning to lessons learned and applying the content to build a stronger foundation as each person built upon their inclusive leadership and cross-cultural communication skills.

What I especially appreciated about partnering with Firefly was their ability to tune into what this specific group of leaders and HR professionals needed. This offering had to go way beyond the surface for participants who think on their feet all day, and are often in the midst of sensitive, high stakes discussions with their internal clients. What was created delivered on all fronts and I look forward to partnering with Firefly again in the future.


DEI Etsy Leader, US

CLIENT TESTIMONIAL

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