the critical role of the manager in supporting learning at work through coaching by matt watson
DESCRIPTION
Presentation by Matt Watson at the Acas national conference 2009 London, UK. (Acas.org.uk/summit09)TRANSCRIPT
The Southern Coaching The Southern Coaching Story Story
The Critical Role of the Manager in supporting Learning at Work through Coaching
Managers as Coaches
The Southern Context …..• 1996 – Privatisation• Connex South Central
franchise• 2001 – Govia takes over• > £1bn investment • 2003 – Southern Branding
…& Southern’s Coaching story• 2004/05 – Coaching
Introduced & Diploma started
• 2006 – Coaching core to “Cycle of Success” HR strategy
Our business philosophy clearly links staff engagement and customer satisfaction with profitable growth
Customer Cycle Employee Cycle
Southern Cycle of Success
Repeat emphasis on customer loyalty and
retentionCustomer loyalty
Low Customer turnover
Continuity in relationship
with customer
High customer
satisfaction
Intensive Selection effort –
recruiting Behavioural Attributes
Broadenedjob designs
Low employee turnover, high service quality
Employee engagement,positive service attitude
Extensive Training
Facilitation & encouragement to improve service
performance & quality
Personal development
Above average rewards
Higher Profit Margins
Adapted from J L Heskitt, W E Sasser Jr & L A Schlesinger’s “The Service Profit Chain” models ©1997
…& Southern’s Coaching story• 2004/05 – Coaching Introduced &
Diploma started• 2006 – Coaching core to “Cycle of
Success” HR strategy • 2007 – National Training Award• 2008 – Coaching Style Module,
Internal Coaching Service & Supervision/CPD
Managers Coaching … Learning at Work
• Translate theory into practice• Short feedback loops deliver relevant quick learning • Dialogue drives sustainable self awareness and
capability• Development plans tailored for individual & role• Pre & post development coaching dialogue drives
valuable performance focussed learning • Specific coaching programmes targeted at delivering
specific results can be high value and drive change • Benefits multiply quickly from embedded coaching
leadership style
Managers Coaching … Resilience & Recession
• Coaching supports adaptation to change • Emotional support encouraging resilience • Internal service = high value tailored development• Accelerate impact and increase focus of learning • Accelerate through steep learning curve in recession • Increase pace of innovation for survival and upturn• Need to balance urgency and reassurance – coaching
can help leaders getting this right
“ We are now a very successful business and delivering fantastic things to our customers. I think a crucial element of this has definitely been attributable to our focus on changing leadership style and management style. A big contributory factor to this is our coaching programme, and the learnings and essences of coaching we have applied to our management training.”
Chris Burchell – MD, Southern
• Best train service performance ever on the network• Best Train reliability ever • Best Customer Service survey results ever • Staff customer service measures improving • Staff Turnover reduced by 30%• Absence reduced & among the best in the Industry• Grievances, disciplinaries & tribunals reduced• Staff engagement results improving • Staff want Govia to re-win the franchise • National Training Award for Coaching Programme • Staff Assaults at lowest level ever• Awarded the Gatwick Express • Smooth integration of Gatwick Express brand
Southern AchievementsBest train service performance ever on the networkBest Train reliability everBest Customer Service survey results ever Staff customer service measures improving Staff Turnover reduced by 30%Absence reduced & among the best in the IndustryStaff engagement results improving Staff want Govia to re-win the franchise National Training Award for Coaching ProgrammeStaff Assaults at lowest level everAwarded the GatwickExpress Smooth integration ofGatwick Express brand
Grievances, disciplinaries & tribunals reduced
“Coaching has changed my life … both personally and
professionally. It has helped me to realise what I am truly
capable of”.
Conductor at Barnham
“This isn’t just about coaching, it has completely changed the way I
think about talking to people.”
Nigel Ball, Financial Controller, Southern Head Office.
“The coaching journey has been about discovering that you can be a far more
effective leader… Learning to be a powerful listener instead of a ‘good talker’, … to ask the right questions
makes it easier to get more from people.”
Jim Pinder, Selhurst Train Care Depot Manager
Some Tips• Hire or promote a role model and champion as MD• Find the Sams and Nevilles in your organisation• Clarify roles and prioritise coaching dialogue• Don’t under-estimate training & support needed • Recognise and celebrate coaching leadership style • Measure manager’s style and target improvement • Really understand your organisation • Compelling purpose for changing leadership style • Avoid “Gold Plating”, focus on ‘vital few’ and simplify • Align whole HR toolkit with desired outcome• Continually communicate, educate and engage • Don’t chop and change – trust your instinct!• Continually review, listen and refine plans• Be passionate about people & your vision
KEEPCALMAND
CARRYON
COACHING
Don’t panic, Captain
Manwaring!!
Coaching – Coaching – Learning and Learning and ResilienceResilience