Case Studies

What did we offer?

The productivity program was introduced to the USTSC division. The project covered a division of 700 people. 80 of them intensively participated in the program, 45 being the core group of senior managers, managers and team leaders who deployed the program within the division. Starting from the Vice President, the core group intensely engaged in a series of 1.5-day training sessions, team coaching sessions and 1:1 coaching provided the follow-up and motivation about productivity enhancement. This was followed by a 1-day, Business Transformed, managerial coaching program for a select group of 20 key leaders.

Results:

Overall the program was very succesful. Participants were experienced a new sense of life balance as a result of creating a powerful structure of accountability for themselves and their teams. The productivity program together with a series of team coaching sessions brought a fresh perspective towards shifting prioritization habits. The behaviour change and skill adoption rate for the participants increased from 21% to 68% by the end of three months.

Testimonials:

The productivity program gave the leadership of our 700-person team the focus required to complete their responsibilities and avoid spending time on non value-added tasks. Rather than trying to constantly prioritize one thing over the other, they are asking what’s going to make the biggest difference to the organization. I am very pleased with the results of the program.

Steve Lyon, Vice-President USTSC, American Express

“In just over 30 days, Paul Gossen turned my group of team leaders into executive material.”

Steve Lyon, Vice-President US Call Centre, Amex Express

“The questions really work, especially the accountability questions. Week by week, I have been challenging my team members and holding them to their promises. It works. I took more from Business Transformed than all the training I have had in my 7 years with American Express.”

Carol Johnston, Team Leader, American Express

Who:

Coastal Community Credit Union. A regional bank with 700 staff.

What: The client had identified the need to develop managerial coaching skills and move toward a coaching culture transformation. In addition, Coastal envisioned an organizational tipping point that would create a values-focused organization that was oriented to high-performance.

How:

A 2-day Manager As Coach program was conducted for a group of 74 participants. This included staff from administration, human resources, marketing, operations, branch managers, assistant branch managers and also bank executives at the VP, SVP and director level. Training was supported by a series of follow-up group coaching sessions, visual reminders and integrated messaging from senior leadership.

Participants were supported to engage in on-the-fly informal coaching and shift from periodic performance reviews to regular coaching with the aim of creating powerful direct reporting relationships and partnerships.

The top 10 Manager as Coach participants were selected to participate in a formal in-house coaching program. This was suplimented by external executive coaching and organizational tranformation consulting.

After a 6-12 month integration period a select group of 30 participants engaged in High-Performance Teams, an adavanced 2 days team coaching program.

Results:

Overall this chance process has been an outstanding success. After 60 days 74% of participants demonstrated managerial coaching practice adoption. 22% of those participants domonstrated high-level skill adoption. One participant reported 110 coaching conversations in her team. Building on the existing culture of caring for employees, Coastal has developed a true high-performace coaching culture.

Testimonials:

“In November the entire marketing staff took the team-coaching program. In the week after the program the team was unrecognizable. The best feedback came from two part time consultants who hadn’t taken the training. They were shocked. Every marketing problem became a project. Meetings turned into spontaneous “whiteboard” sessions in which the team members would take turns developing detailed visual models of group solutions. Our marketing efforts are now supported by a vibrant new energy.”

-Joe Cristiano, Vice-President of Marketing, Coastal Community Credit Union

“The Coaching Team Thinking and Innovation Workshop was the instrument I needed to help take the various employee committees to the next level.  While these Committees have been very successful to date the coaching workshop learning’s will help us conjure new ideas and more importantly act on these new ideas.  All five committee leads attended the workshop and all five of us have committed to continuing the synergy.”

-Sandra Kokorudz, HR  Advisor, Employee Experience, Coastal Community Credit Union