🙌 FREE COACHING for leaders and managers To kick off International Coaching Week 2019, I am offering free coaching on Monday 29 April.
Do you have a problem that's keeping you up at night? Do you want to make a difference, but you're stuck as to how to make that happen?
👉If you are:
- curious about the impact of coaching
- have a problem that you want to talk through or
- have been considering whether coaching is right for you...
...Go ahead and DM me or comment below to reserve your spot.
I will get in touch to arrange a time and how you would like to be contacted. First come, first served.
It's 45 minutes of your time, and you can come away with some practical actions, new realizations, or any number of unexpected outcomes.
Experience the power of coaching for yourself.
If you could really master ONE skill as a leader this year, what would it be?
Can you imagine the impact that one thing would make on your direct reports? The organization? You? Your life outside of work?
One of the biggest problems my clients bring to coaching is how to deal with 'performance issues' - both as leaders and recipients of feedback.
And rarely are organizations doing "performance management" well.
If you're still stuck in an annual performance review system, or find problems escalating to the point of requiring mediation or other supports, it could be costing you and others a lot more than business results.
I usually dread calling my bank - the automated menu, the robot voice on the other end of the line, the frustrations with sometimes burdensome security measures, etc.
But yesterday when I called my bank - CIBC - I quickly got through to a human and was greeted with a friendly voice asking,
"How can I make a difference for you today?"It made me smile. It was not what I expected.
The question is very similar to how I start most of my coaching sessions by asking:
"What could be different as a result of our conversation today?"
This question helps the client to focus on what they want rather than what they don't want. It helps them to take responsibility for their part in the conversation. It sets a positive tone for what is to come.
And I had a similar feeling when that person asked me "How can I make a difference for you today?" It also suggests that as the customer, I choose something that is within their capability.
I was then put through to another agent due to the specific nature of my call, and the next person also answered with a friendly greeting and stated they were in Halifax NS.
It is a common complaint that call centre agents are always responding from some remote location, anonymous and distant and unable to solve our problems. So, hearing from someone so near instantly made me feel relieved.
The voice at the end of the line was a welcoming voice, and somehow less formal than what I am used to hearing when I call my bank. This may be because I have been phoning them from overseas for the past eight years, so was diverted to a different regional call centre.
CIBC - whatever you are doing to effect this change, please continue doing it!
Has anyone else had a customer service experience recently that made you feel like the company cares about you or values your service? I would love to hear from you.
If you're considering working with a coach to elevate your leadership and shift the culture of your team, Schedule a consultation with me today to discuss your specific leadership challenges and how I can support you to get different results.
For more information, please visit jennwicks.com