When I partner with organisations, it is important that we create a partnership that is going to have the maximum impact and return on investment. I create bespoke proposals to meet the specific needs of each organisation I work with after talking through their specific problems and desired results.
If you have a team that you believe could be performing better, communication more effectively or where team members are failing to understand their differences, I would love to talk with you to see how I can help.
From Lunch and Learn sessions, half and one day trainings through to creating bespoke internal coaching programmes to upskill your leaders and teams, we can create a flexible solution that fits with your operational needs and timelines.
Case Studies
Contact Centre Effectiveness
Case Study 1: Contact Centre manager Training to Increase Contact Centre Effectiveness
I recently worked with a large membership organisation to create an internal training programme for their contact centre manager and team managers so that they are better able to provide feedback to contact centre agents that improves performance, helps agents to be more commercially focussed, and to take ownership and responsibility for their own development. This project involved training for all of the contact centre team managers and the team manager support staff around coaching and neurodiversity and communication preferences. This was followed by an implementation phase where I supported the team managers to implement the training in real-time situations with agents to build their confidence with using their new coaching techniques. The final phase is a hand-over and embedding phase to ensure that the new ways of using a coaching style to provide impactful feedback about agent performance becomes the typical way of communicating, and prevent team managers falling back into the ineffective methods that they were using before they received the coaching training. This project has seen me partnering with the organisation for six months to fully embed the new methods and be on hand during the implementation phase to support the team managers.
Organisation-wide Neurodiversity Training
Case Study 2: Reducing conflict and creating a culture of trust by implementing neurodiversity training.
A key quality of my training is that it is designed to be easy to apply. Knowledge that can’t easily be translated into actionable steps lacks the impact that I aim to bring to the organisations that I partner with. During this project the organisation undertook to train as many people as possible within their business with my actionable neurodiversity training. This training is focussed on the differences and preferences individuals experience and does not need anyone to learn about specific diagnoses in order to be able to support one another. As part of the training, teams were encouraged and supported to create strategies that would work for the diversity of thinking and communication styles that existed within their teams so that they could embrace the diversity that existed within teams and learn about each other on a different level. This training has been commended for enabling the teams to build trust and has been adopted from the most senior levels of the organisation, through all central services functions including the HR team, the EDI team and operational teams across the wider business. Where individual teams are large and dispersed, the regional managers were trained to be able to share their knowledge more widely in each of their regions.
Reducing Conflict
Case Study 3: Team building to reduce conflict and confrontation
I was invited to spend time working with a team where conflict was hindering the efficiency of operations and this was resulting in an increase in grievance and disciplinary actions being taken. The individual members of the team were capable and had previously worked well together but recently trust had been eroded and this was having a negative effect on the team and the wider business. I used some techniques to identify the different approaches that the team members were using and why they may be causing friction within the team. We examined the way blame and fault was being distributed and moved towards exploring what each member was responsible for. We also identified ways of communicating that were causing difficulties. We created a strategy to improve communications, where conflict that led to the best decision for the business was the priority, and team members agreed to get behind the best decisions even if those decisions wouldn’t have been what they would have personally wanted. We created a model for their team where conflict that led to good discussion and optimal decisions was renamed and encouraged, and confrontation that felt personal was removed.
Supporting Leaders
Case Study 4: Supporting senior leaders to develop wellbeing and performance within an organisation
I partnered with an academic institution for two years, initially to provide short-term wellbeing support to teams within the school who were feeling burnt out and overwhelmed. After the initial training had been provided for the senior leadership team, it was recognised that the wider teaching staff of the school could benefit from learning the same techniques. Initial training focussed on reducing the effects of stress experienced in the teaching profession with skills and mindset training. Training was also provided for non-teaching support staff to support them with understanding neurodiverse children and learning different ways to support them in classrooms. Since the initial support was put in place, I have been providing coaching for members of the senior leadership team and the extended leadership team to explore career directions, work-life balance and other issues that have been impacting people both at work and in their personal lives that have had an impact on their wellbeing and performance.
If you want to find out how I can support your business to improve the wellbeing and performance of your team members, book a call today.
