Monthly Archives: September 2010

I met with two members of an executive team recently to discuss customer service training.  As this client was answering my questions it became clear to everyone that before any training took place, they needed to make sure it was built on a strong, shared foundation.  The senior team had recently returned from an offsite where they identified the core values of the organization.  Other than having their statements printed and posted on the wall, nothing had been done about plans to integrate these values into the everyday activities of the employees.  I have seen this situation in many organizations where there has not been a process to have these values translated throughout the organization.

In this particular situation I have connected them with alliance partners who can facilitate this process and make sure there is solid foundation before any training is delivered.  We can then move forward and ensure their values are built into every program.

I often get asked about a program for a leader to help them take their performance to the next level.  Frequently, these people have been promoted from within and have a deep understanding of their business but they may lack skills in other areas.  In these situations I find out what exactly needs to be different and determine if one of our public offerings would provide the necessary training or would coaching be a better option.

About a year I was approached by an HR Director to discuss possible training for one of their high potential employees.  This individual was doing a great job as a manager and was being considered for a more senior position.  There were a few concerns about this person’s image,  their communication skills and ability to really inspire people.  The HR Director and I explored several options and chose to provide this manager with a coach.    The coach worked with her one-on-one for approximately nine months and  together they worked through many of this individual’s hidden barriers to success.  This manager really embraced the coaching and her when I spoke with the HR Director recently I learned that this manager had been promoted.  The senior executive team has been thoroughly impressed with the transformation of this individual have all expressed their delight in having her as part of the team.  This manager told the HR Director that the coaching not only helped her in her work but also had a very positive affect in her home life as well.