The client had set an ambitious strategic agenda, and it was clear that they needed to shift from an operationally focused organisation into one which was absolutely customer-focused. The strategic goals placed significant emphasis on improved performance, improved quality of service, increased customer satisfaction and revenue growth.
In a previous life when I was designing HR people processes, a key component of most Performance Development Processes (PD) was to have regular coaching conversations throughout the operational year. Leaders and their staff agreed that this leadership activity was essential. So, no conflict there! When I created a new PD process, my practice was to check in with users in the organisation what was working and what was problematic as the process was rolled out.activity, agreed, along, benefits, cancel, challenges, change, check, clear, climate, coaching, component, concerning, conflict, conversations, count, creates, critical, element, explore, expressed, feedback, feeling, fudge, gone, hearing, holding, important, included, inquiry, irrespective, judgements, keep, language, leaders, leadership, learn, meaningful, meeting, member, motivations, notice, operate, opportunity, organisation, overcome, pd, performance, person, practice, process, promises, provide, quality, re-schedule, rushed, safe, sense, sessions, simple, size, someone, staff, standards, start, stop, support, talk, things, throughout, tick, type, typical, unspoken, working
“Today we had the final workshop of a year-long Leadership Development Programme for our Senior team. Thanks to Catherine and Arlene from the Houston Exchange for guiding us so well – we have learnt a great deal” – Mike Bullock, Chief Executivearlene, behaviours, building, business, capability, catherine, challenges, changes, chief, climate, coaching, continue, conversations, create, deal, deliver, departments, desire, development, difference, divider, effective, element, empowered, enable, ensure, exchange, focus, focused, following, help, houston, identified, improvement, include, key, leaders, leadership, learning, level, management, measuring, meeting, members, needs, nlb, objectives, ongoing, opportunities, organisation, outcomes, performance, process, programme, quality, real, recognising, relation, response, resulting, role, senior, share, silos, solid, staff, strategic, style, success, supported, sustainable, team, tracking, ways, working
When under constant pressure to deliver, achieve more with less, and carry the can when things go wrong, it is easy to forget the intense pressure leaders are experiencing today. This is costing organisations dearly in financial and human terms and it’s not sustainable. In fact, recent studies tell us that up to 75% of office workers are struggling to be productive. If that were a medical condition, it would be classed as an epidemic. […]act, affected, behaviour, believe, better, boosting, carry, circumstances, compliance, condition, creates, dearly, deepest, deliver, demonstrated, diminished, dramatically, element, empathycourteous, errorpre-judging, events, exchange, experiencing, external, feel, forget, game, help, human, identify, individuals, intense, job, judgement, leaders, leadership, loss, medical, office, others, people, performance, point, poor, powercoerciverecklessnessat, pressure, preventable, productive, raise, really, record, relationships, repair, respond, responses, saying, self-defeating, self-examination, shadow, situations, sources, stakes, stress, studies, successful, teams, things, think, triggers, trust, truthabsence, unintentional, unproductive, wellbeing, winning