the critical role of the manager in supporting learning at work through coaching by matt watson

The Southern Coaching The Southern Coaching Story Story

The Critical Role of the Manager in supporting Learning at Work through Coaching

Managers as Coaches

The Southern Context …..• 1996 – Privatisation• Connex South Central

franchise• 2001 – Govia takes over• > £1bn investment • 2003 – Southern Branding

…& Southern’s Coaching story• 2004/05 – Coaching

Introduced & Diploma started

• 2006 – Coaching core to “Cycle of Success” HR strategy

Our business philosophy clearly links staff engagement and customer satisfaction with profitable growth

Customer Cycle Employee Cycle

Southern Cycle of Success

Repeat emphasis on customer loyalty and

retentionCustomer loyalty

Low Customer turnover

Continuity in relationship

with customer

High customer

satisfaction

Intensive Selection effort –

recruiting Behavioural Attributes

Broadenedjob designs

Low employee turnover, high service quality

Employee engagement,positive service attitude

Extensive Training

Facilitation & encouragement to improve service

performance & quality

Personal development

Above average rewards

Higher Profit Margins

Adapted from J L Heskitt, W E Sasser Jr & L A Schlesinger’s “The Service Profit Chain” models ©1997

…& Southern’s Coaching story• 2004/05 – Coaching Introduced &

Diploma started• 2006 – Coaching core to “Cycle of

Success” HR strategy • 2007 – National Training Award• 2008 – Coaching Style Module,

Internal Coaching Service & Supervision/CPD

Managers Coaching … Learning at Work

• Translate theory into practice• Short feedback loops deliver relevant quick learning • Dialogue drives sustainable self awareness and

capability• Development plans tailored for individual & role• Pre & post development coaching dialogue drives

valuable performance focussed learning • Specific coaching programmes targeted at delivering

specific results can be high value and drive change • Benefits multiply quickly from embedded coaching

leadership style

Managers Coaching … Resilience & Recession

• Coaching supports adaptation to change • Emotional support encouraging resilience • Internal service = high value tailored development• Accelerate impact and increase focus of learning • Accelerate through steep learning curve in recession • Increase pace of innovation for survival and upturn• Need to balance urgency and reassurance – coaching

can help leaders getting this right

“ We are now a very successful business and delivering fantastic things to our customers. I think a crucial element of this has definitely been attributable to our focus on changing leadership style and management style. A big contributory factor to this is our coaching programme, and the learnings and essences of coaching we have applied to our management training.”

Chris Burchell – MD, Southern

• Best train service performance ever on the network• Best Train reliability ever • Best Customer Service survey results ever • Staff customer service measures improving • Staff Turnover reduced by 30%• Absence reduced & among the best in the Industry• Grievances, disciplinaries & tribunals reduced• Staff engagement results improving • Staff want Govia to re-win the franchise • National Training Award for Coaching Programme • Staff Assaults at lowest level ever• Awarded the Gatwick Express • Smooth integration of Gatwick Express brand

Southern AchievementsBest train service performance ever on the networkBest Train reliability everBest Customer Service survey results ever Staff customer service measures improving Staff Turnover reduced by 30%Absence reduced & among the best in the IndustryStaff engagement results improving Staff want Govia to re-win the franchise National Training Award for Coaching ProgrammeStaff Assaults at lowest level everAwarded the GatwickExpress Smooth integration ofGatwick Express brand

Grievances, disciplinaries & tribunals reduced

“Coaching has changed my life … both personally and

professionally. It has helped me to realise what I am truly

capable of”.

Conductor at Barnham

“This isn’t just about coaching, it has completely changed the way I

think about talking to people.”

Nigel Ball, Financial Controller, Southern Head Office.

“The coaching journey has been about discovering that you can be a far more

effective leader… Learning to be a powerful listener instead of a ‘good talker’, … to ask the right questions

makes it easier to get more from people.”

Jim Pinder, Selhurst Train Care Depot Manager

Some Tips• Hire or promote a role model and champion as MD• Find the Sams and Nevilles in your organisation• Clarify roles and prioritise coaching dialogue• Don’t under-estimate training & support needed • Recognise and celebrate coaching leadership style • Measure manager’s style and target improvement • Really understand your organisation • Compelling purpose for changing leadership style • Avoid “Gold Plating”, focus on ‘vital few’ and simplify • Align whole HR toolkit with desired outcome• Continually communicate, educate and engage • Don’t chop and change – trust your instinct!• Continually review, listen and refine plans• Be passionate about people & your vision

KEEPCALMAND

CARRYON

COACHING

Don’t panic, Captain

Manwaring!!

Coaching – Coaching – Learning and Learning and ResilienceResilience

matt.watson@southernrailway.com