Client Success

Team Turn Around

The assignment for Real Coaching Solutions was to turn around a high profile customer service team of 20 people. Although everyone was working hard and performing well against individual targets, the team had developed an internal culture which showed up as disregard for the members, negativity, excess stress, ill health and behavioural problems.

The first step was to complete a full diagnosis of the whole environment which included not only one to one exploratory meetings but also a review of the physical environment and an internal and external customer perception assessment. In addition each person completed a team assessment profile against a benchmark of high performing teams. The Director of the Department also completed a personal profile to understand how his behaviours impacted different members of the team. All this data was collected and analysed to provide information for the way forward.

The next step involved a team Away Day where the results of the data collection were fed back and included time to acknowledge and appreciate the good qualities of the team as well as the areas that were not working. A working session focused on the qualities for a 'Dream Team' which held everyone accountable for its success. A Team Charter, with individual commitments was compiled into a handbook with individual's names against personal commitments to ensure future success. Everyone left the event with a clear sense of ownership and a better understanding of what might happen if nothing changed.

As ongoing development to support the implementation process, Real Coaching Solution Coaches supported each individual with building a personal development plan and implementing their team commitment actions.

Finally six months later and the team is heading for success. The environment has been cleaned up with more space to work and meet. The atmosphere is relaxed and team members feel supported, motivated and engaged. The Director has been freed up from day to day micro-managing of issues, and is now able to concentrate on the bigger picture in a much more powerful and focused way. With an energised and revitalised team the Director has said that without a doubt this is now 'the most effective team' they have ever worked with.

Simply put the analysis and Away Day would not have been sufficient to tackle some deep rooted beliefs and behaviours which were creating an unhealthy team and environment. Through the additional coaching support to raise self awareness and encourage personal commitment the team and individuals in the team were able to move from victims to victors.

For further information please contact info@realcoachingsolutions.co.uk