Executive and Leadership Coaching Success Stories

Showcase : How Leadership Coaching Improved Employee Performance by 89%

Part I

 

Part II

Success Story #1

Client : A Telecommunication Giant based in Europe

This is the delivery services arm of client company. It has four centres, namely Melbourne, Australia; Cyberjaya, Malaysia; Shanghai, China and Mumbai, India. Its role is to secure the delivery of it’s services to its customers, network operators and service providers globally. These centres a a competence-based organization.

The new General Manager for the Malaysian centre, LCF has introduced a new managerial performance standards initiative. To begin with, all staff of managerial level has to speak one common operating language and work within a common professional framework in order to promote consistency and similarity.

Next, all average and low performing managers have to undertake a competency development program to increase their performance level to match that of the new performance standards framework. Failing which, they face the risk of termination.

All top performing managers will have to maintain that level that coincides with the new framework, failing which, they will be asked to repeat the competency development program.

From that requirement, a series of programs were designed for the purpose of improving the following skills;

  • Coaching
  • Mentoring
  • Skills consulting

As all the managers from parts of the world were involved (7 countries in total), the framework comprising of 5 modules or 10 training days, was designed to take 6 months to complete. This is to ensure that sufficient time is given to the participants to apply their new learning to their work and to document areas of further improvements.

People Coaching Works Sdn Bhd was invited to provide a highly practical coaching & mentoring skills to the participants, made up of heads of departments and line managers, where they are able to apply those skills immediately when they return to work.

Using the LEARN framework, participants are given the opportunity to learn about coaching & mentoring concepts in various forms including comprehensive workbook materials and handouts, presentations and discussions. As soon as the learning concepts are taken in, participants are broken up into a group for role playing purposes. Each role play is specifically designed to emphasize on one or at most 2 learning key points.

Group discussions are encouraged, especially for the fast learning groups as they wait for the slower learning groups to wrap up their respective role plays. Participants learn more during class sharing as participants share their little wins and also difficulties they endured.

One of the most powerful learning moments is during self reflection time and after all that has happened, participants are given some time to reflect how the new learning can help them in their work.

There are two primary reasons why participants are able to apply what they’ve learnt when they return to work. The entire workshop is customized to reflect the key issues that the participants have encountered. And the multiple role playing sessions are actual attempts to solve their problem during the workshop so by the time they return to work, they already have the solution in hand. Secondly, the final module of the program is dedicated to look into how to cultivate a coaching & mentoring culture within EEC. During this discussion, participants are encouraged to champion causes & take ownership in related initiatives.

Although, the actual time taken to complete the framework was slightly longer than planned, it was revealed from the employee satisfaction survey, that 89% of the managers participated in some parts of this framework, found the skills, knowledge and abilities gained from the framework has positively helped them to be more productive and had subsequently improved their performance level.

Success Story #2

Client : National Telecommunication Company in Maldives

This Leadership Coaching Program was developed for a national telecommunication company of The Republic of Maldives. It is 55% owned by the government of Maldives and the remaining by Cable & Wireless plc of UK.

They have been enjoying monopoly status since 1988 until 2003, where additional telecommunication licences were issued to at least two other competitors.

Being a country made up of almost 1,200 islands populated with only 300,000 people, any competitors in such market is one too many. As such, the client felt the pressure to improve and stay in the lead.

They have embarked on an apprenticeship initiative since 2008 and the heads of department and line supervisors are required to equip themselves with relevant high performance coaching and mentoring skills.

They have to learn effectively and learn fast so that they can help their staff as well as the new apprentice to achieve a high level of performance as demanded by the top management of this organization.

People Coaching Works Sdn Bhd was invited to provide a highly practical coaching & mentoring skills to the participants, made up of heads of departments and supervisors, including the head of Human Resources, where they are able to apply those skills immediately when they return to work.

Using the LEARN framework, participants are given the opportunity to learn about coaching & mentoring concepts in various forms including comprehensive workbook materials and handouts, presentations and discussions. As soon as the learning concepts are taken in, participants are broken up into a group for role playing purposes. Each role play is specifically designed to emphasise on one or at most 2 learning key points.

Group discussions are encouraged, especially for the fast learning groups as they wait for the slower learning groups to wrap up their respective role plays. Participants learn more during class sharing as participants share their little wins and also difficulties they endured.

One of the most powerful learning moments is during self reflection time and after all that has happened, participants are given some time to reflect how the new learning can help them in their work.

There are two primary reasons why participants are able to apply what they’ve learnt when they return to work. The entire workshop is customized to reflect the key issues that the participants have encountered. And the multiple role playing sessions are actual attempts to solve their problem during the workshop so by the time they return to work, they already have the solution in hand. Secondly, the final module of the program is dedicated to look into how to cultivate a coaching and mentoring culture within this organization. During this discussion, participants are encouraged to champion causes and take ownership in related initiatives.

Success Story #3

Client : A Leading Government-Linked Company in Malaysia

As a listed subsidiary of one of the largest Government-Linked Companies (GLC), it has to adhere to certain management frameworks, one of which is a Leadership Succession Program. Through their management review, they realised that there were gaps in the succession pipeline that has a huge potential of causing major disruptions if anyone from the higher management were to vacate their positions for whatever reasons. They have been addressing this issue for some time but somehow, the solutions implemented didn’t quite work out as desired.

Murphy was brought in to diagnose the issues and challenges encountered by this company and through his questioning techniques; he helped the management to identify the blind spots and re-focus on the issues-that-matters. Subsequently, Murphy identified the skills, knowledge and abilities required for the lower level managers to be promoted. These findings became the learning and development objectives, in which the Leadership Development Program was designed.

Due to this systematic way of diagnosing the business issues to identifying the Key Learning & Development Objectives to delivering the training program, the feedback Murphy received from the participants of this program, who are all Managers from various departments & subsidiaries, was 100% satisfaction!