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 the business, as highlighted in this document. Background The contact centre industry has been a key focus and part of business structure for many medium and large organisations for over 30 years. When designed and functioning correctly the centre acts as a hub for existing customers and potential clients to seek additional information; purchase or apply for new business; seek clarification regarding existing products; and often most importantly, act as a single point of customer contact, in an efficient and cost-effective manner. In recent years Read more about CoachStation: Contact Centre Case Study[…]

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 tend to get the company-sponsored education opportunities…more businesses need to look at how their middle managers can be supported if they are to effectively lead people and manage the success of operations. U.S. research reveals that only 15 percent of an organisation’s performance is because of the influence of its chief executive. Middle managers often feel the squeeze to lead and support their employees while implementing and overseeing directives from those above them in the hierarchy. They are less likely to be given training unless Read more about Leadership Training of Middle Managers[…]

CoachStation: Learning, Education and Ken Robinson

Sir Ken Robinson: Education, Our Kids and the Future

My wife sent me an email with a link to the Top 20 TedTalks since 2006, ranked by ‘views’. I watched the number 1 on the list by Sir Ken Robinson (>13m) and was so impressed and inspired I felt compelled to share with the remaining 6 billion people who are yet to watch his presentation (well, those who read my blogs may be a little lower in numbers, but it’s a start!). I must confess I had never heard of Sir Ken previously, however, quite simply, his TedTalk is a must see! His views regarding learning, children and where we are getting it wrong are unique and thought-provoking. There are many outcomes that we are seeing as adults that link back to our childhoods and early education. There are also many key statements made that we can take away and apply to our own learning and application. Effective leaders will relate to many of these points. I have also highlighted a few of the key quotes, for those who may wish to recap after viewing the talk – I Read more about Sir Ken Robinson: Education, Our Kids and the Future[…]

CoachStation: Building Leadership

The Current Challenge Of Leadership

People-oriented issues are the biggest factors impacting business success in 2012. A recent report by the business group, SixSeconds, titled The 2012 Workplace Issues Report: Insights On The People Side of Performance seeks to identify the key challenges in the workplace today. The report details the results of a global survey which explores top issues as well as employee attitudes and the role of emotional intelligence in solving those key issues. The findings collate 775 responses from leaders and employees worldwide, representing various levels of employment, industries and sectors. There are many interesting results and data-sets stemming from the survey, all providing depth to the importance of people-related leadership activities. 58% of survey respondents list ‘Leadership’ as the biggest ‘people-side’ issue in their organisation. Additionally, the survey highlights key words that identify fundamental areas of concern for business. The views of the respondents were summarised in the most frequently used words collated from the verbatim comments. In order, they were: Retention Talent Leadership Communication Fascinating results, with these trends and themes entrenched even more soundly in a few of my Read more about The Current Challenge Of Leadership[…]

At Last We’re Engaged – Leading Your Team (Part 2)

Is employee engagement relevant in today‘s workforce? Earlier this week I wrote the first part of this blog relating to Employee Engagement. In part two I examine some of the leadership themes, highlights and a few statistics supporting the relevance and importance of engaging employees. A leader‘s ability to consistently demonstrate and apply relational skills has a direct correlation to the level of engagement an individual may feel. Providing genuine leadership is key. There appears to be a gap between what employees state is occurring and what leaders feel they are applying in reality. Data and surveys continually reflect the discrepancy between what leaders believe is occurring and what their team members state. This is often reflected in frequency and quality of the levels of engagement through formal and informal communication, coaching and development opportunities. There are many leadership traits and skills identified in various books and literature. However, a handful of values-based attributes are identified consistently towards the top of the ‘criticality-list‘ i.e. they are identified as a deal-breaker for many employees. Over the past 5 years I have Read more about At Last We’re Engaged – Leading Your Team (Part 2)[…]

CoachStation: Developing Leaders

Efficiency and Effectiveness – Leadership Impact

Are you efficient and effective in all that you do? I’m not, however a recent experience has taught me more about myself and the importance of these two attributes . Self-reflection, taking into account the many factors that influence us all is important for growth. Taking time to reflect provides a platform for improvement and awareness about what is going well and what you would like to change about who you are and what you do. In my most recent role as a senior leader within a global organisation I had many responsibilities and tasks assigned to my position. I was also in the fortunate situation where, for most of my tenure, I had a high degree of flexibility and freedom in my direction and subsequently, that of my team. Last year there was a leadership change within my team, which had its pros and cons. I had been through leadership change many times before. However, in this instance I did find there was less opportunity to genuinely contribute my ideas and I felt significantly less valued and comfortable in Read more about Efficiency and Effectiveness – Leadership Impact[…]

CoachStation: Learn To Lead

Development and Training – Same, Same: Maybe Not?

Are learning, training and development the same thing? The short answer is no, however training is one avenue to learning and development. Why does defining the difference matter – aren’t I really just splitting hairs? Now, that is the interesting question!! Having worked with many varied people and business cultures and recognising the similarities and differences, it is clear to me that many managers think training and development are the same thing. I have seen examples where a manager has sent one of their team to training to ‘rectify’ a skill gap and behaviour. Attending the training did not make the difference expected by the manager, so he sent the employee back on the 2-day training course at the next available opportunity. Of course, there was no change as a result. When this manager attempted to send the same employee a third time, I felt it necessary to intervene and ask the pertinent questions to broaden the manager’s thinking and related actions. I have written about this before, however it continues to surprise me that people in leadership roles too Read more about Development and Training – Same, Same: Maybe Not?[…]

360 View in 360 Words: Leadership and Influence

To be able to effectively influence others is a key leadership skill. However, like many skills, particularly those involving the art of working with people, influencing can be a challenge. Situations, relationships, cultures and other variables impact your ability to influence. You do not have control over every one of these variables – but you do have control over developing a deeper set of skills in influencing others. Improve yourself through self-development and learn to influence others more effectively in practice. Be aware of your own body language and that of others. The ability to ‘read’ others through what is unsaid can be a powerful input into influencing. Take into account the other person’s perspective. The ultimate empathy position can be found when you step into the other person’s shoes – standing where they stand, seeing what they see and hearing what they hear. Understanding other people’s perspectives and points of view helps you to gain the support of them and reach mutually desirable outcomes. Trust: being trusted and trusting others is a great base to work from. Those who Read more about 360 View in 360 Words: Leadership and Influence[…]

CoachStation: Coaching and Leadership

Leadership Credibility: The Right To Lead?

A few questions that I have been recently pondering. How do you know that you have leadership credentials? What gives us the right to lead others? How do we know if our leadership is effective – how is leadership development success measured?   I had a coffee last week with Steve, someone who I was meeting with for the first time. Overall the meeting went well and we discussed many thoughts, concepts, real-life scenarios and philosophies regarding work culture and leadership. We covered background information and work history, along with discussion about values and motivations. Overall, it was a fantastic discussion and I felt a natural level of affiliation with Steve as we held many similar views. During our chat though, he asked a great question. Considering my passion for leadership development it is a great point – possibly the most relevant question to be asked and it is something that I have thought about since. What qualifications or credentials do I have that allow me to focus on leadership development? I explained that I have formal qualifications and regularly Read more about Leadership Credibility: The Right To Lead?[…]

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 each of us assessing where we actually spend our time as leaders of people. In my experience many of us spend much of our time in the first two categories i.e. ‘Doing the Job’ and ‘Managing’. In fact, one of my key coaching philosophies relates to the idea that the differences between managing and leading can be clearly delineated by understanding how much time an individual spends in the first two categories (Doing the Job and Managing) compared to the latter two (Leading and Coaching). Read more about Leaders and Managers: The Time Factor[…]

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