Case Study – Developing a Coaching Culture Benefits the Business

Project Managers Meeting

Developing a culture that accelerates organizational performance can be challenging for any company. Empowering managers to inspire, encourage and reward employees drives your organization to success.

The Challenge

After a stressful year losing key clients and a number of high potential employees, the executive team of a construction services industry leader realized it was time for a change.  Managers, supervisors, and employees lacked initiative and motivation.  The company needed a solution that would build a culture where leaders inspire, develop and motivate employees to take initiative in their roles and minimize duplication of efforts, role dysfunction, and customer dissatisfaction.  The company also needed to focus employee energy on the organizational mission to accelerate growth in the business.

The Career Partners International Solution

Following an assessment of the current situation, Career Partners International developed a strategic learning series to best meet the needs of the organization.  The Manager As Coach Learning Series™ (read the white paper)  incorporated specific objectives for managers and supervisors to accept and take more responsibility for identifying and resolving customer issues as well as providing performance feedback and career development coaching to employees.

A 5-step coaching process designed to build and sustain a culture where employees feel inspired, encouraged, and rewarded was presented to managers, supervisors and team members.  Common language, tools and methods were established to encourage leaders to focus on employee awareness, strengthen listening skills and provide constructive feedback for enriched employee performance and enhanced commitment.

The Results

At the completion of the official engagement, senior leaders reported positive responses to the approach.  The unique learning series developed by Career Partners International resulted in a number of excellent outcomes for the company:

  • Lower client turnover.
  • Reduction in customer complaints and escalations.
  • Higher employee engagement.
  • Increased employee satisfaction.
  • Increased customer satisfaction.
  • Culture shift from reactive to proactive.

Management continues to support and participate in the coaching groups established during the project.  Realizing the business benefits, the company continues to embrace its coaching culture and develop all employees.