NCR (National Cash Registers)

Performance Coaching for Leadership Programme: Coaching Skills for Leaders for sales managers in EMEA, Asia Pacific and US.

Objectives

NCR is a global giant which supplies half of the worlds’ automatic cash machines. We were asked to integrate executive coaching skills into NCR’s existing sales training modules in order to embed both sales skills and executive coaching skills.

Solutions

We integrated the Performance Coaching for Leadership Certificate course into NCR’s existing sales training on a 3 day course which we have delivered in London, Ohio, and Kuala Lumpur, and which we will deliver in Beijing and Mumbai later this year. The training comprised:

• Executive coaching skills training with a focus on what is useful to sales managers
• Collaboration with NCR’s sales training materials and facilitators
• Exercises which enabled the managers to practise the sales techniques using the coaching skills
• Emphasis on cross cultural issues as participants are from UK, Continental Europe, America, India, Singapore, Australia etc.
• An extended program of paired telephone practice culminating in mentoring conference calls one month after the training. The call provided an accountability factor which resulted in 80% of the executives carrying out the prescribed assignments and thereby integrating coaching skills into their management style.

Outcome

Managers are amazed at how much of their time the coaching skills training has saved and in how many situations the skills come in useful, both with staff and clients.

“Coaching makes the right things happen. The most useful part about the training was embedding coaching into another program, i.e. combining coaching in the general sense with Sales Process work products in the specific sense“ - John Newton, Global Learning Director, NCR Corporation

Feedback from participating managers:

“It is the best course I have been on and the most useful one to me in my entire life, not just at work. I am glad the company is investing in it. I will willingly take part in more calls and will continue with the coaching practice. On a lot of courses, once the course is over you go back to daily routine. With this, because we had the assignments it made me think about what I had learned and put some discipline in there and made it more useful.”

“You have just done in 15 minutes what normally takes me 4 hours” (after a trainer demo of GROW)

“My boss uses GROW at every meeting now; the meetings are much more focussed; GROW keeps dialogue shorter and to the point, and empowers us.”

“The highlights of my day are where I have been able to leverage the framework and the sense of achievement in the other person”

“A good framework to interact with colleagues and customers – I am using the technique to get more out of the discussion than previously”

“The more you can make the person comfortable, the higher the quality of the input they will give you”

“Bright ideas come through – at times the solution that came out was better for the team than my own solution would have been”

“Repeating back to the person slows down a scattered thought process and makes the person stop and put thought into their direction”

“The model works not only in verbal discussions but also in email and instant messaging exchanges as well.”

“Although the coachee may sometimes give you the same solution you would have given them, what you are really doing is buying their commitment!”

“Having a practice partner was like having an agony aunt; it would be useful in any course”

“Coaching focuses not what you can’t do but on what you can do”

Arts Council England

Performance Coaching for Leadership Programme.
training course for the Cultural Leadership Programme

Objectives

Arts Council England is running a major initiative called ‘The Cultural Leadership Programme’, designed to raise the standard of leadership throughout the arts sector. Through our associate, Deborah Barnard, we were asked to collaborate in designing a foundation coaching course entitled ‘Coaching Skills for Leadership’, based on our Accredited Performance Coach Training Diploma course.

Solutions

12 executives from the arts sector were trained in a 6 day course, spread over 1 month with paired practice in between to embed the skills.

On the sixth day, the coaches were assessed and accredited, having provided case histories and proof of coaching practice.

Outcome

All 12 candidates passed their accreditation. The feedback was outstanding and preparations are in hand to roll the training out across the Arts sector.

I’ll just come right out and say – ‘it was perfect’. The things that really matter to me have all scored highly. It is rare that one course meets needs/expectations in all areas. - Sue Akroyd [Head of Professional Development, Foundation for Community Dance]

Comments from course participants:

“The course was relevant, effective, inspirational and will make a massive difference to myself and my organization“

“Quite simply the best training I have ever undertaken. It is hard to find the right words to describe the quality of the experience as excellent, superb etc don't really cover it; the training was exceptionally high quality, well structured and planned, excellently supported with resource materials and a handbook that has become my bible. “

“I was very, very pleased with the course. The practical sessions where we tried out techniques were invaluable, and the pairing up and practising with a partner. “

“The combination of the people, the content and the trainers was superb. “

“I have been using coaching at work in my meetings and its flipping brilliant.  I have started to listen and reflect back. I now have artists that are inspired, empowered and feel really supported. “

“The module was excellent. It was well designed, with a logical thread that helped me navigate the sessions and provided a framework for the more in-depth work. Good balance between practical, demonstration, and toolkits.“

“Leadership of this course was of the very highest quality; the trainers engendered an atmosphere that was brimming with motivation and challenge supported by trust and respect – really important elements for effective learning. “

“The trainers were very strong, bringing a wealth of experience coaching in the corporate and cultural sectors, so striking a great balance. They supported a rapid development of trust across the group, which proved to be an important element in enabling learning to be maximized. They also instilled a strong sense of integrity throughout, through their own behaviour. I discovered as much by being coached and watching other coach, as I did by coaching myself. “

“The programme was exceptionally well-structured. Throughout, there were practical activities to carry out in between each session. In particular, co-coaching during the month in between the two parts of the programme enabled absorption through delivery. The co-coaching included all aspects, from opening session and transition through to closing session, thereby supporting learning of and building confidence in the whole process. It is the best structured course, in terms of learning, that I have experienced. “

BBC

Performance Coaching for Leadership Programme:
Clean Coaching (incorporating Clean Language and Emergent Knowledge): Transformational Change through Metaphor

Objectives

The BBC has trained and accredited a group of internal executive coaches to a high level. These coaches receive regular training in advanced coaching skills. We were asked to deliver training that would further enhance and deepen their executive coaching skills.

Solutions

We designed and delivered ‘Transformational Change through Metaphor’, a course based on David Grove’s Clean Language techniques.
24 internal executive coaches were trained in a 2 day course, spread over 1 month with paired practice in between.
The terms and principles were aligned with the training which the coaches had already received.

Outcome

After some initial scepticism, the coaches became ardently enthusiastic about the new skills, once they had experienced them in practice. All reported that they are using the skills and that both their coaching practice and leadership styles were markedly improved by the new training.

"It gave me a way to explore emotions and feelings safely, staying within the boundary that separates coaching from therapy. It was also a revelation to see where the clients mind went to when it was freed from its usual verbal restrictions when exploring an issue.  An unexpectedly great way of working.." - Liz Macann, Head of Coaching, BBC

Comments from course participants:

“It was an excellent mix of theory, practice and extra curricular activity.”

“My understanding of myself and my current challenges much better. I now have another key tool in my toolbox”

“This has been the most energising course – well organised and planned – I particularly liked the amount of reinforcement and fun.”

“A great tool to enhance my coaching”

“Facilitators were knowledgeable and confident with contrasting styles of delivery”

“I really liked the practice between the modules”

“The structure was helpful – well designed”

“It was brilliant and has given me new skills for leadership and new possibilities as leader and coach.”

“Most useful and good course notes too.”

“Very keen to use these ideas in coaching. Has also had impact on me through being the client!”

“Made me appreciate how much goes on beneath the surface”

“Will help me overcome blocks with clients”

“I felt the mix between nurture and stretch worked well for me – good clear tuition but backed up to me having to participate”

“I will put this learning into practice in fact I have done so already”

“I find it energising and so insightful.”

“I feel I have learned a very powerful way of helping clients deal with complex issues” in a safe way. The tiger in my tank for coaching! ”

“I now have another key tool in my toolbox.”

North Somerset Coaching Partnership
(Comprises North Somerset schools and government offices)

Performance Coaching for Leadership Accredited Executive Coach Training:

Objectives

Inspired by the programme being created at Gordano School, Jenny Fennell, an Education Improvement Adviser, arranged for us to train and accredit 20 Heads and Deputy Heads from North Somerset Primary Schools.

Solutions

The participants wished to become fluent coaches, to become accredited, and to use the skills to create a coaching culture within their Primary Schools.

Outcome

All 20 participants were given live assessments by our assessors. All passed and are in the process of completing the accreditation process.

Comments from Course Participants:

“A huge thank you for setting up and delivering the inspiring coaching course. People who attended the training have been keen to praise the course and are delighted with what they have got out of the experience and are keen to use the skills in their teams. I do believe that the impact will be in empowering more people to have an even greater sense of being able to influence not only the lives of young people but their own lives as well”

Jenny Fennell, Education Adviser

“The best course I have attended – huge potential for personal development and the development of the school.”

Carole Sharp

“We are developing as a coaching school and the course was spot on”.

Lis Jeffery, Headteacher

“This has been one of the most useful courses I have ever taken part in.”

Lyn Hunt, Headteacher

“This has been the most valuable training I have received in my 6 year career- but has also had a profound influence on my personal life too. The facilitators were inspiring, motivating, challenging, fun and adaptive. Thank you so much!”

Kerry Evans, Primary Teacher

“I feel more confident about supporting staff who have particular issues that ‘lock’ their ideas. Thank you for enabling me to understand and unpick another way of helping people find their own answers”

Lynne Yelland, Headteacher

“The facilitators were real experts who guided my development without ever preaching. Thank you so much for a great set of training.”

Peter Turner, Primary Headteacher

“The facilitators were excellent; great mix of humour, information-sharing combined with great modelling.”

Lisa Dadds

“The manual was well structured and helpful. I also found Carol Wilson’s book very readable. I hope to convey the coaching ethos to all staff, parents and pupils. A huge thank you – it was an excellent course which has left me even more certain that coaching is an area I would like to expand into.”

Jacky Kerly, Deputy Head

Kent Coaching & Mentoring Network
A collaboration between approximately ten organisations (including Kent Police and Kent Fire & Rescue Services), founded and led by Kent County Council.

Performance Coaching for Leadership: Tools of the Trade:

Objectives

To enhance the skills of internal coaches and help to decide their direction for future training.

Solutions

We designed and delivered:

• 2 days of live training with 1 month of paired practice in between
• Topics included VAK modalities, Perceptual Positions, Leadership Archetypes, Values Questionnaire, Time Line Goals, EXACT Goal Setting, Change Curve, Limiting Beliefs, Mindfulness, OK Corral, Transactional Analysis and Bruce Tuckman’s Team Development.
• A 30 page manual

Outcome

Participants gained not only new tools to use, but a refresher in their coaching skills and some new perceptions to deepen their awareness of coaching.

“Excellent as always! A good reminder of different models. Practical help and role play develop confidence. The materials were excellent and the style of training meets my learning style very well.” - Coral Ingleton, L&D Manager, Kent County Council

Kent Coaching & Mentoring Network
A collaboration between approximately ten organisations (including Kent Police and Kent Fire & Rescue Services), founded and led by Kent County Council.

Accredited Manager as Coach training

Objectives

• To create a network of coaches across approximately fifteen organisations comprising the Kent Coaching & Mentoring Network, including Kent Fire & Rescue, who are partners in the project, and Kent Police.
• To create a coaching culture within Kent County Council and its associated organisations.

Content

1. 5 days of coaching skills training spread over 5 months.
2. Participants are paired to practise face to face and by phone in between sessions.
3. Participants are set practical assignments to carry out in the workplace and reading assignments.
4. A 40 page student manual accompanies the course.
5. Assessment on Day 5 and delivery of related criteria results in ILM Recognised accreditation:

• 20 minutes live coach training assessment
• 800-1000 word case history
• Evidence of having a regular coach mentor/supervisor
• Log of delivering and receiving coaching

Solutions

We designed and delivered:

• 2 days of live training with 1 month of paired practice in between
• Topics included VAK modalities, Perceptual Positions, Leadership Archetypes, Values Questionnaire, Time Line Goals, EXACT Goal Setting, Change Curve, Limiting Beliefs, Mindfulness, OK Corral, Transactional Analysis and Bruce Tuckman’s Team Development.
• A 30 page manual

Outcome

We continue to provide all the coaching courses for the Kent Coaching & Mentoring network and they take place on a regular basis, giving managers across the network  the opportunity to learn coaching skills and disseminate the coaching culture throughout their own organisations. As a result, the Network has a large and growing team of qualified and experienced coaches who are able act as external coaches across the network without paying external consultancy fees. Some have attended further workshops in advanced coaching and supervision.

Feedback from participants:

I valued the practical coaching sessions, demonstrations from James, comprehensive reference materials and mixing with other people in the group. I will use the new knowledge in coaching sessions back at work and build it into sessions for coaches in our Coaching Academy. This has put a whole other angle on coaching for me – like finding the missing part in a jigsaw! Thank you. – Carol Bull, Organisational Development Consultant London Borough of Bexley

Really enjoyed the training days and they have added a tremendous amount to my knowledge of coaching. It’s great to get feedback on skills to help to improve.

I have learnt a great deal over the last two days. A somewhat mind-blowing amount of information – but very exciting!

A really helpful day bringing a lot together, in a very good course. I will particularly apply the ‘non-violent communication’ module.

Trainer excellent, compelling metaphors! I really enjoyed this. I will apply it at work with my teams, at meetings and in life!

The tutor was very good with obvious authority of experience. A good grounding in coaching for both individual and management coaching. This course was good value for money and helps build the foundation of an organisational culture change that will improve performance and productivity.

I valued opening up dilemma coaching using GROW to a more holistic ‘series’ coaching. The coaching in between and completing the journals really helped. Overall the course was a valuable experience. Thank you.

I valued having time with others to talk about issues and enabling other people to talk through their issues and find their own solutions, or action points. Great course so far. Thanks!

I will apply the skills in my day to day life, work and personal. When completing projects, with the knowledge from this training, I will be able to gain far more detail than before, plus having the confidence to do so. Very valuable training sessions.

I valued the good use of AV materials, clarity regarding learning outcomes, clear framework to follow and good use of live coaching exercises. I will use the new knowledge within my workplace immediately.

I will apply this training in my workplace when meeting managers and unions, and having those all important discussions regarding employment issues/relations.

I really enjoyed the training days and they have added a tremendous amount to my knowledge of coaching. it is great to get feedback on skills to help to improve.

I have really enjoyed the course, learnt a lot about myself and coaching process. It’s the beginning of my journey.

I feel it is beginning to equip me with coaching skills which I could use as a manager. I have started to use some of the techniques. I could further use them in 1:1s and hopefully during meetings where appropriate.

The training will be very useful in my new role as a Group Manager. I will use these skills in every day communication as well as specific coaching sessions with my staff. A very balanced approach with useful practice sessions.

The trainer is a fantastic mentor, his knowledge, sharing skills keep you motivated throughout. This is a skill for life.

An excellent course, really mentally stimulating, exciting and positive. Can’t wait to practise more skills and inform people on coaching as a valuable asset. Thank you so much.

What I valued most was the practical experience – really felt the outcome of being more fluent was achieved. The practical demos from James were invaluable. Really good. Very inspirational.

Hilti Corporation, Lichtenstein

Accredited Executive Performance Coach Training Programme

Objectives

Hilti has a strong learning and development ethic although there is a tradition of directive management. The company manufactures tools and related products with a high number of engineers in the workforce. Hilti wished to:

• introduce a coaching culture
• ensure that managers currently acting as coaches are fully trained
• create a team of accredited internal coaches
• enable  managers to discover the value of managing in a coaching style
• improve skills in providing feedback

Hilti’s main business language is English, with a varied mix of nationalities in any one location, with managers attending from Liechtenstein, Germany, Austria, Great Britain, Sweden, India, Japan, Hong Kong, Singapore, Australia, Middle East, United States and Latin America.

Solutions

• 4 days of training over 1-2 months
• Final day of assessment and accreditation, some of which is completed by telephone:
• Participants are encouraged to discuss individual cultural challenges.
• Participants are paired to practise face to face and by phone in between sessions.
• 60 page manual

Outcome

The courses continue to be rolled out in various locations. Feedback has been extremely positive:

“I honestly believe the whole team enjoyed the coaching experience and that it will make a difference to the way the team works” – Eivind Slaaen, Head of People & Culture Development, Hilti Corporation.

“Excellent slides & documentation; very interactive, simple theory.”

“Great day, thank you! Excellent teacher/coach!”

“I really like the mix of input and practical exercise”.

“I was worried about the pace of having the course in English – it is comfortable, thank you!”

“A good model to establish in the organisation for myself in my job as a business coach and for the managers. The trainer leaves the impression of being well experienced and created an atmosphere which made it easy to follow, great!”

“This model is an easy framework in which to put any dilemma you have into.”

“Overall, highly enjoyable first day. James, your sense of humor and instructional style were appropriate and kept my interest, which is challenging with jet lag as well. Nicely done!”

“It was another great day. Thank you! because you moved my thoughts, I learned a lot.”
“The training is perfect as it is!”

“I really enjoyed today, also as it was an appropriate mix of both participant practice and good discussion among the team. I can’t wait to actually start using and practising to continue on my journey to greatness!”

“Thank you James for this experience and the atmosphere you created during the session.”

“I really like the examples – they are very helpful and make it easier to picture and understand the content!”

“Today was another really good day in helping make the connection between theory and practicalities. Thank you for recognising the energy level of the group and giving all the time needed to prepare for tomorrow’s assessment. Cheers James! J”

“The course was extremely relevant to my needs as an HR partner who will be assigned coachees.”

“I was really positively surprised at how much practice we were doing. This will help me in my daily life.”

“Fantastic trainer – excellent, not only knows content but has ‘real’ world examples which makes a huge difference in learnings.”

“I feel comfortable that I understand the process and have the confidence and motivation to practise. I see potential benefit of the company, to develop into a real coaching, learning organisation.”

“I am truly impressed with the overall aims at this workshop and supplemental books and coaching guide. The organisation has taken this topic to a whole new level, beyond the typical outcome. It’s refreshing to see the course is about helping extraordinary people achieve outstanding results.”

“Due to the excellent preparation and practice, it was very comfortable to conduct coaching discussions via telephone, even the one where the assessor was listening in. As well, I felt like the assessor gave me great feedback after the session, which has helped me hone my skills further and continue to self-reflect on my coaching behaviours.”