Leading Remote Teams: Insights from Patrick Hastings of ISC

As remote working became the norm across various industries, leaders are tasked with navigating a new landscape – one where employees aren’t all in the same room, but spread across different cities, countries, and even time zones. To shed light on this, I recently had the chance to sit down with Patrick Hastings, COO of the Infrastructure Sustainability Council, to talk about his experience leading remote teams.

You can watch the full interview here.

Patrick and I first crossed paths back in 2019, when I recruited him into his current role. Since then, I’ve been continually impressed with his approach to remote working. Here’s a breakdown of the conversation we had, and some of the valuable lessons he’s learned managing a team spread across Australia and New Zealand.

Why a Decentralised Model?

The Infrastructure Sustainability Council, a not-for-profit member-based organisation, shifted to a decentralised model during COVID, and it worked wonders for their team. With 46 employees spread across Australia and New Zealand, Patrick explains that this shift wasn’t just about responding to lockdowns but also about being more accessible to clients.

“We moved to a decentralised model during COVID to meet both the legislation and the needs of our customers. Our clients wanted us to be more accessible, and this model has been incredibly successful for us,” Patrick shares.

Creating Culture in a Remote World

One of the core challenges of remote working is maintaining a sense of team and company culture. Patrick emphasises that in the early days, it was all about over-communication. “We met way more than you would expect in a normal environment. It was about making people confident in engaging in what I call ‘2D’.”

ISC also made sure to encourage personal conversations that would normally happen by the coffee machine. “I’d often bring up something from my personal life – whether it’s my kids driving me crazy or a holiday we’re planning. It’s important to create space for chit-chat, so we don’t become entirely task-oriented,” says Patrick.

Tools and Technology: Essential for Success

For ISC, adopting the right tools was key to keeping the team connected and efficient. The platforms they use are indispensable to their success:

• Microsoft Teams for video calls and meetings
• Miro, an online collaboration tool that acts like a digital whiteboard
• Monday.com for project management, offering real-time interaction across teams

These platforms allow ISC to recreate the kind of collaborative environment that would traditionally happen in person. Patrick highlights that Teams, in particular, helped with informal interactions through its chat function, fostering a more personal connection among team members.

Navigating Time Zones and Work-Life Balance

One of the trickiest aspects of running a remote team spread across multiple time zones is ensuring respectful communication while maintaining productivity. Patrick notes that while they work across three time zones in winter and five in summer, ISC focuses on respect instead of rigid rules. “We ask our team to respect each other’s time zones but recognise that, sometimes, there’s a need for flexibility.”

But the flexibility of remote working also comes with its challenges, particularly around overwork. “When your office is just a room away, it’s easy to keep working,” Patrick acknowledges. One of the ongoing challenges for ISC has been helping staff manage work-life balance. “We try to empower our team to step away when needed, but that commitment to the job and to each other is strong, so it’s always a tension we’re managing.”

Flexibility: A Game Changer for Recruitment

Remote work has also been a huge selling point for recruitment and retention at ISC. Their policy, which allows team members to work from overseas for a period of time, has been particularly popular. “We’ve had people work from other countries to be with their families. It’s a massive benefit and a game changer in terms of team satisfaction and attraction.”

Patrick shared that this kind of flexibility, combined with the ability to work from home or the office as needed, has been crucial for recruitment, especially when competing with the ever-increasing salary expectations in the market.

The Future of Remote Work: Hybrid and Beyond

As more organisations begin mandating a return to the office, Patrick believes remote working will continue to evolve, but a hybrid approach will likely dominate. “People are social beings, and many work better in three dimensions. But I think the future is hybrid – where there’s still plenty of flexibility, but organisations are also intentional about bringing people together.”

At ISC, they’ve made it a priority to gather the team at least once a year at their annual conference to maintain a sense of unity and collaboration.

Advice for Leaders: Building a Remote Work Culture

When asked for advice for other leaders looking to build or improve their remote work culture, Patrick offers three key pieces:

1. Flexibility: Be open to listening to your team’s needs. Different employees require different things to thrive.
2. Lead by Example: If you want your team to embrace a remote culture, you need to live it. Be open, share more of yourself, and be willing to engage beyond just the work.
3. Trust and Clarity: Productivity should be measured by outcomes, not hours. Be clear on expectations, but trust your team to get the job done without micromanaging.

The success of remote work at ISC is a testament to flexibility, communication, and trust. By prioritising team connection, using the right technology, and encouraging a culture of openness and respect, Patrick and his team have created an effective and engaged decentralised workforce.

For any leader navigating this new era of work, the takeaway is clear: it’s not just about where people work, but how they connect, collaborate, and stay aligned with the organisation’s goals.

A huge thank you to Patrick for taking the time to discuss this, your insights were invaluable!

And, don’t forget you can watch the full interview here.