CoachStation & Relationships: Leadership & Business Concerns 2018

Relationships: Understand Your Team to Lead Effectively

There is little doubt that being a leader offers many challenges and rewards. Being close to those you lead via proximity and emotionally provides the opportunity to meet the challenges and feel the benefits and rewards.  Leaders who are present and accessible concentrate on more than simply having an ‘open-door policy’. They build relationships and understand their employees as individual people.   As we begin another year, I have found myself reflecting on the past 12 months. There are often trends and themes that emerge when thinking about my clients and the coaching environments I have been exposed Read more about Relationships: Understand Your Team to Lead Effectively[…]

CoachStation: Employee Engagement Surveys - Fact or Fiction?

Employee Engagement Survey Results: Fact or Fiction?

Employee Engagement surveys are barely worth the time and effort taken to produce them. They certainly have questionable content and value for those organisations who rely on survey results for a genuine view of how employees feel. Big statements, perhaps! But only if you have not taken the time to meaningfully investigate the reasons why employees might feel the need to provide over-inflated scoring that does not reflect reality. Engagement continues to be a major factor in business success and focus for management. We know this topic is big. Deloitte Global Human Capital Trends research (shows) Read more about Employee Engagement Survey Results: Fact or Fiction?[…]

CoachStation: Coaching, Mentoring and Leadership Support

The Importance of Leadership Support in Coaching

Personal and professional development is critical to the ongoing success and growth for any leader. There are many aspects that will make this development even more effective and sustainable, particularly when participating in coaching. High on this list of attributes is the support the person being coached receives from their immediate leader. Support of people as they participate in development programs really does matter. I recently met with a very senior leader in an organisation – let’s call him Jack. Our discussion covered many areas of relevance, including the fact that I had been coaching Read more about The Importance of Leadership Support in Coaching[…]

CoachStation: Leadership, Pupose, Values and Your Why

Understanding Your Why, Purpose and Values

  Know your ‘why’. Values and gaining an understanding of your key drivers and motivations matter. I know this because people keep telling me.  Maybe not in specific values-related language, but certainly when they describe how they feel and what is happening at that time. Knowing your core purpose, why we make certain decisions and the influence of values impacts lives. They affect how we feel about our job, relationships and life in general. What is satisfying at work? What is frustrating? How relationships are going? The joys of a new friendship…or an old. Your Read more about Understanding Your Why, Purpose and Values[…]

Leadership: Setting Standards and Expectations

One of the biggest challenges for managers who are learning to lead is developing the ability to set expectations and standards and then hold people accountable to these expectations. Understanding the benefits and why to apply a model such as the one highlighted in this blog is relatively simple, however application, consistency and follow-through can be a challenge for many. Many years ago I was introduced to a model titled SOI assisting to set expectations and assess performance. The model title is an acronym which stands for Standards – Observations – Impact and has been a simple, yet vital tool in Read more about Leadership: Setting Standards and Expectations[…]

CoachStation: Reflection on Purpose

Know Your History, Purpose and Direction

Why do you do what you do? Understanding your purpose, what motivates you and most importantly using this knowledge to advantage is key to your success, both professionally and personally.   My eldest daughter, Maddy, is currently in year 9. One of her elective subjects this year is Business and as part of the curriculum Maddy was asked to interview a business owner to better understand why, how and what was required to set up the business. I am proud that she chose our business for many reasons. Firstly, it is an opportunity for Maddy Read more about Know Your History, Purpose and Direction[…]

CoachStation: Coaching and Mentoring Pathway

Coaching and Mentoring – The Need For Accountability

To genuinely succeed in business, leaders must know their role, continuously develop their skills and be constantly supported to achieve the best they can as a leader and employee. Finding your own development pathway takes ownership, effort and clarity. However, it is not something you need to do on your own. Whether it is developing yourself or your team, coaching and mentoring can be a powerful tool to enable change and growth, both personally and professionally. When it comes to leadership development, however, one of the keys to success is to start developing deliberately and early. Read more about Coaching and Mentoring – The Need For Accountability[…]

CoachStation: Setting Leaders Up For Success

Are We Setting Our Leaders Up For Success?

People get hired or promoted into leadership roles every day. Sadly, when they get the job they may get little or no training on how to lead a team. (1) The opportunity to develop our future leaders before placing them into leadership roles is an obvious one. Building employee skills, capability and awareness to be ready for leadership is ideal, yet is rarely applied well in practice. The first blog I wrote many years ago was titled, Falling Into Leadership. It highlighted the common practice of people being ‘thrust into’ leadership roles without development and support both Read more about Are We Setting Our Leaders Up For Success?[…]

CoachStation: Leadership, People and Business Development

Does Leadership Intent Equal Business Success?

 Not really! The consistently large gap between behaviours, intent, desired culture and reality remains an issue. I was flying home to Brisbane last week and had the opportunity to read the latest ‘Inside HR’ magazine from cover to cover. It is always an interesting read with much that grabs my attention. However on this occasion, by the time I was towards the end of the magazine a theme had started to form in my mind. There were various articles and highlights within the content that rang alarm bells for me. Or maybe it was more Read more about Does Leadership Intent Equal Business Success?[…]

CoachStation: Contact Centre Case Study

Steve Riddle was engaged in early 2013 to provide consulting, leadership and people development services and produce a report summarising the strengths and areas for improvement that existed at that time. The approach to undertake this review, prepare the report and provide recommendations was to engage stakeholders at all levels of the business including the contact centre, hardship, complaints teams and relevant people external to the centre. The original consultation period and subsequent review occurred between April and June 2013. A highly consultative and holistic approach was taken to review and examine various areas of Read more about CoachStation: Contact Centre Case Study[…]

Motivation and Drive

Drive and Motivation: 360 View Leadership

I recently viewed a clip that peaked my interest regarding what motivates us as individuals. On a side note, being quite visual I genuinely enjoy the RSA animate drawings aligned to the content and topic.The author and speaker, Dan Pink, discusses the science of predictability, human nature and motivation. People are not as predictable as is commonly thought. For those of us who have been in leadership roles, this probably resonates strongly, however I challenge each of us to understand how much we have influenced this through our inability or sometimes, unwillingness to truly understand Read more about Drive and Motivation: 360 View Leadership[…]

CoachStation: Questions and Leadership

Questions and Leadership – How They Influence Decisions and Actions

  The ability to ask the right questions using an approach that is trusted and accepted is one of the great leadership skills. It can lead to greater clarity, direction, understanding and comfort. I was in a Skype meeting with a colleague of mine based in Ontario earlier in the week and we were discussing many things. One of the key themes that we deliberated over was the need to ask and answer ‘the right’ questions, that leads to a result that has clarity and can direct to effective and meaningful action. Let me delve Read more about Questions and Leadership – How They Influence Decisions and Actions[…]

LinkedIn Leadership Poll Nov 2012 Results Screenshot

Leadership Traits, Skills and Attributes – Poll

Late last year I ran a poll via LinkedIn asking the question: what is the most important leadership trait, skill or attribute that you would like to see developed and improved in 2013? I was very pleased with the number of responses, receiving 226 votes. What was most satisfying was the effort many people put into the supporting comments of which 49 added to their vote with their thoughts. There are many well-balanced, thoughtful and insightful people in my network and I thank you all for taking the time to add to the discussion. I Read more about Leadership Traits, Skills and Attributes – Poll[…]

Leadership Training of Middle Managers

Do we forget how important leadership is in business?     Over the weekend I read an article in our local paper titled, Investing in the Forgotten Heroes, by Carla Jenkin. The premise for the article is the importance of the role of ‘middle-managers’ and the level of support and training they receive. Carla wrote: Middle managers are the ones that keep the cogs turning and ensure the job gets done, not the chief executive. They are often not getting the support or training required so that they can maximise operations, as more senior managers Read more about Leadership Training of Middle Managers[…]

Leading Customer Experience Management

Providing a level of customer experience that ensures your customers ‘feel’ the difference between your business and competitors is crucial to success. A key element to be able to make this a reality rather than a pipe-dream is how many of your employees and particularly leaders ‘live the reality’. Discussing customer experience (CE) as a core part of business culture genuinely reinforces the messages – but not if this is felt by a few, not the many. Effective business leaders should always know that they are building a culture and understanding with all employees that Read more about Leading Customer Experience Management[…]

Personal Values – One View

Understanding your own set of personal values can be a powerful tool. Increased self-awareness and knowledge of what is most important to you can help to identify how you act, what motivations drive you and better understand why you react to particular events or situations more than others. What are personal values? Wordnetweb defines values as beliefs of a person or social group in which they have an emotional investment (either for or against something). Values exert major influence on the behavior of an individual and serve as broad guidelines in all situations (BusinessDictionary.com). Values Read more about Personal Values – One View[…]

11 Key Leadership and Customer Experience Mantras

This week I am attending the IQPC Customer Experience Management Conference in Sydney. I was fortunate enough to be invited to be a guest speaker during the Focus Day on Monday and presented on the subject of ‘Building Customer Experience Frameworks From The Inside Out’. The comments and quotes highlight some of my key themes and concepts that I feel are most important when developing a Customer Experience philosophy and strategy: Unless your business sees Customer Experience as a culture, not a tool, then your customers will feel the pain of what is not being provided Read more about 11 Key Leadership and Customer Experience Mantras[…]

Developing and Empowering Leaders – Richard Branson (Part 2)

Richard Branson recently stated that coaching senior managers can be difficult for various reasons, not the least of which is the difficulty in finding an uninterrupted period of time to conduct and review. In Part 1 I noted the first three guidelines Richard Branson highlighted in a recent article in the Business Review Weekly magazine titled, 7 Rules For Managers, focusing on effective leadership, coaching and empowering leaders.This post concludes the guidelines, consisting of the final four points. Who’s In Charge? It’s Up To You? A good manager provides clear roles for members of his Read more about Developing and Empowering Leaders – Richard Branson (Part 2)[…]

Developing and Empowering Leaders – Richard Branson (Part 1)

Richard Branson recently stated that coaching senior managers can be difficult for various reasons, not the least of which is the difficulty in finding an uninterrupted period of time to conduct and review. Branson and his senior leaders spend time together each year at his home on Necker Island to discuss the opportunities and challenges the Virgin business group and leaders currently face. I am certain this is a great opportunity to solve the business issues, share and learn from each other, however equally sure this is only part of the development story for individuals Read more about Developing and Empowering Leaders – Richard Branson (Part 1)[…]

Leaders and Managers: The Time Factor

Last year I was introduced to a simple, yet powerful concept describing the breakdown of how a person in charge of people or a process (manager and/or leader) should spend their time. It is powerful in that it encourages all of us to reflect on where we are dedicating our time within our roles and possibly make a conscious decision to change, if necessary. The percentages are an indicative reflection of where the balance of time should be spent if you wish to be an effective leader. The power of this simple tool develops from Read more about Leaders and Managers: The Time Factor[…]