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 that the messages were articulating many of my own recent thoughts more clearly. Let me show you what I mean through various excerpts taken from the magazine: Engaged employees are at least three and a Read more about Does Leadership Intent Equal Business Success?[…]

CoachStation: Self-awareness and Leadership Development

Leadership Benefits: Self-Awareness and ROI

Does self-awareness and an understanding of leadership impact really matter to organisations? Nearly all managers and people in leadership roles believe they make a difference. In some cases, this is true. In reality however, the evidence continues to demonstrate that leaders overstate their value and influence. One of the core traits observed in the best leaders I have worked with is self-awareness. This is tightly linked to a willingness to be honest with themselves as well as others. There are also points such as decision making beliefs and biases that influence our position on many topics. Our actions are also reinforced by these biases. All the more reason to take a strong position that as a leader it is important to regularly review your own performance as well as that Read more about Leadership Benefits: Self-Awareness and ROI[…]

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 Read more about CoachStation: Contact Centre Case Study[…]

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 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 Read more about At Last We’re Engaged – Leading Your Team (Part 2)[…]

CoachStation: Employee Engagement

At Last We're Engaged – Leading Your Team (Part 1)

Is employee engagement relevant in today‘s workforce? I would suggest more significant than ever with the ‘war for talent‘ escalating, technology providing a seemingly endless stream of information and contact with new job opportunities being more accessible than ever. What is employee engagement? Simply, it is how well an employee is fully involved in his or her role and the desire in meeting business interests, outcomes and goals. Employee Engagement is the extent to which employee commitment, both emotional and intellectual, exists relative to accomplishing the work, mission, and vision of the organisation. Engagement can be seen as a heightened level of ownership where each employee wants to do whatever they can for the benefit of their internal and external customers, and for the success of the organization as a Read more about At Last We're Engaged – Leading Your Team (Part 1)[…]

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 by your customer-facing employees. Leaders should create a culture of employee engagement, empowerment and buy-in that ensures your customers benefit. When we get our leadership mantra right…our employees care about their roles and our customers ‘feel’ Read more about 11 Key Leadership and Customer Experience Mantras[…]