Case Study : Individual Coaching with Owner and Team Coaching Workshop
MEDIUM BUSINESS
Background
Established medium-sized business in private social care.
AREAS OF DEVELOPMENT:
Staff motivation, Staff accountability, Complaints prevention.
I was approached after the company received a series of external complaints.
METHODS:
Collation of qualitative and quantitative confidential feedback from staff and related stakeholders.
Individual coaching with business owner and manager to identify areas of development for the business and the staff.
Team coaching work on the company’s core ethos, goals, values, and behaviours.
Work on the client journey, fishbone style events analysis with strategic goals put in place with input from strategic members of staff.
Work on root cause analysis of complaints received, and key areas of development for the company.
Highly interactive team session.
OUTCOME:
New organisation values and behaviours document created and circulated to all staff.
Business goal set to develop professional development plan for staffs including annual appraisal systems and improved access to required training.
Business goal set to develop governance documents including complaints management, by outsourcing human resources.
Manager goal set to develop formal in-house leadership training and mentorship programme.
Greater awareness of the business ethos and mission statement created.
Workshop prompted the development of a team briefing or town hall-style meeting to keep staff and leaders updated on organisational developments, opportunity for feedback and address future areas of development and learning.
