With our primary focus on people, we kicked off with a Re-Set day, delivering mindset and behaviour training across the whole of the Customer Journey Team. The leadership team were also taken through the TetraMap model to help them learn more about themselves and their colleagues and enable better communication and collaboration.
Using our core values of people first, keeping it simple and making it real, we delivered solutions to re-educate managers on understanding their own and their team’s performance, re-establish control of incoming workloads and develop daily disciplines.
As part of our focus on simplicity, we created a clear distinction between the responsibilities of the front and back offices. Technical Skills workshops were designed and delivered to explain the critical dynamics and metrics in each environment. We followed these up with engaging 121 coaching sessions to help managers confidently embrace and practice new disciplines and use new clear metrics to track real performance outputs. Managers were then able to accurately assess yesterday’s results and easily commit to clear actions to continually improve todays performance.
To further strengthen leadership capability, Training Modules were designed and delivered, covering Resilience, Managing Difficult conversations, Building Trust and Understanding Dysfunctional teams.