CoachStation: Leadership, People and Business Development

Does Leadership Intent Equal Business Success?

Posted on May 4, 2015October 22, 2016 by Steve Riddle

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 half times more likely than disengaged employees to say their organisation is committed to bringing innovative products and services to the marketplace. Highly engaged employees are nearly six times more likely than disengaged employees to use challenging goals to improve performance, and more than seven times more likely to agree Read more about Does Leadership Intent Equal Business Success?[…]

CoachStation: Self-awareness and Leadership Development

Leadership Benefits: Self-Awareness and ROI

Posted on February 16, 2015February 7, 2020 by Steve Riddle

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 of your team members. We overstate our performance across many fields, so anything that provides a more frank and balanced sense of self is valuable. In a survey of college professors, 94% said they did above average work. In a survey of corporate CEO’s, a whopping 92% said they were Read more about Leadership Benefits: Self-Awareness and ROI[…]

CoachStation: Contact Centre Case Study

Posted on November 29, 2014January 21, 2020 by Steve Riddle

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[…]

The Current Challenge Of Leadership

Posted on August 28, 2012September 9, 2020 by Steve Riddle

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 Read more about The Current Challenge Of Leadership[…]

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

Posted on August 24, 2012October 6, 2012 by Steve Riddle

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)[…]

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

Posted on August 21, 2012September 9, 2020 by Steve Riddle

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 whole…Thus engagement is distinctively different from employee satisfaction, motivation and organisational culture. (1) Although employee engagement has strong alignment to emotional connection and the level of commitment an employee applies to their work setting, clearly there are other variables and contributors. Whilst acknowledging the myriad influences, the key focus Read more about At Last We’re Engaged – Leading Your Team (Part 1)[…]

11 Key Leadership and Customer Experience Mantras

Posted on May 2, 2012 by Steve Riddle

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’ the difference. The so-called soft-skills that differentiate management from leadership are most commonly the key to driving the change in our employees that we are looking for. Leadership is not a tick-the-box exercise. Effective leadership, relationship-building, coaching, connecting, understanding employee motivations, empowerment are all possible – but they take considerable strategy, Read more about 11 Key Leadership and Customer Experience Mantras[…]

Expectation Setting – Who Cares?

Posted on January 26, 2012August 7, 2020 by Steve Riddle

Does an employee have the right to clear expectations? Or, is it the employee’s responsibility to ask if they are unclear about any aspect of their role. As leader’s should we just expect that the clarity and details will come in time – it’s not like there is an expectation of high performance on day 1..or day 10..or day…? Or, is there never an expectation of high performance? There should be! Earlier this week I read a blog on the Leaders Beacon website (thanks Colleen Sharen) providing insight into expectation setting. It got me thinking. How well do we as leaders really set clear expectations? Do we induct our new employees effectively? Is this even on the radar of leaders or central to business planning and strategy? Do we consider business requirements, measurement and regularly review these aspects for our longer-tenured team member’s? Fair questions for leaders…not so great a reality. Expectation setting is more than providing a broad brush-stroke of requirements as highlighted in a position description document. It is also not simply a high-level group of role requirements that Read more about Expectation Setting – Who Cares?[…]