FEATURE:WORKFORCE DEVELOPMENT
Facilitating change from the inside and providing support
i2i Leadership and Coaching focuses on being a bespoke learning and development consultancy and training provider. In business since 2001, it has supported a vast array of business, charities, sports teams and public sector organisations over the past 18 years. The products and services that they offer have ranged from executive coaching to ILM accredited leadership programmes for whole leadership tiers within a business. Since 2015, i2i Leadership and
Coaching has been working with a large organisation with the logistics and parcel delivery industry, a company that was dealing with an average of over 10,000 individual customer contacts each day. The direct customer contact element of the business could range from telephone calls and emails to social media contact. The company had a fantastic service offering, so much so they were growing with some pace and one contact centre soon became three. Over the years, it was clear that
while they had a great service and now a product to match, what was identified as missing was a truly empowering leadership culture, as the organisations operational delivery capacity had grown faster than its organisational leadership development strategy. Unfortunately, the more asset and process driven managerial leadership style, which had served the company well, no- longer met the needs of the rapid success of the organisation.
This meant that many of the
coalface first level line managers and leaders were left feeling uninspired, not cared for and confused about how the company’s values apply to them. It was deemed that this element of the business would seek to develop a new style of empowering leadership and to ensure those in these coalface leadership roles felt embraced and appreciated by the company. i2i Leadership and Coaching was
asked to explore what potential ways lasting organisational change could be created, while addressing the specific needs of this population of the business and also providing a long-term leadership development strategy that would ensure the growth needs of the business. i2i Leadership and Coaching
worked in partnership with the UK Talent Manager to design and develop a leadership and coaching, learning and development programme that would look at how the first line managers led their teams, how they were managed day-to-day and what the business expected from them. It was quick to evidence the skills needed by each team leader were not always present or they lacked clarity on the ‘how’ part of leading. After completing an initial
consultation and research phase into the life of a team leader and the people they managed we could identify and design our programme to tackle the following:
• Cultural fear - knowing how to deliver and receive feedback
• Self-awareness - being able to understand other people’s motivations and our own
• Leading and inspiring others
• Delivering against the organisational values
• Delivering against a vision Presented with a business case
with associated ROI results, we could see time needed to be dedicated to the cultural piece. Various spin off projects would come out of the leadership programme for change initiatives that quickly made their way to implementation. Significant time had to be
invested, and we agreed that each session would be followed by one- to-one coaching, providing opportunities to spend time with the resources that team leaders required in order to implement change. Our leadership programme initially
ran for 12 months with a cohort of 20 delegates. It was expected that you wouldn’t see the results until the end of the programme delivery, but this
was far from what occurred. By the end of the first three months, which consisted of a candidate selection process (as not all team leaders would be on the first course), the first three-day leadership module and the first one-to-one coaching session, there was a positive vibe around the business from all those involved. You could start to see how each person started a period of change and became positively infectious among those they managed. Embedded within the programme was an ILM leadership and Management certificate that added a level of credibility and made those on the programme feel truly valued by the organisation. The net result of this first
programme was a progressive change in organisational culture that created a more empowered leadership population, confident in making decisions and supporting their teams and staff. This had the effect of reducing staff turn over and increasing engagement.
Visit: www.i2ileadershipand
coaching.com
Autumn 2019 Chamber Profile 31
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