Context: Our client is a high profile corporate which supports a diverse group of companies. The client is a successful organisation with a highly motivated team which offers excellent opportunities for advancement. Due to an increase in social media communication from customers our client is setting up a digital customer services team to look after all of their digital enquiries.
Challenges: The organisation had a talented employee within their team whom they wanted to develop further into the manager of the digital customer services team, but felt that some form of leadership coaching was necessary prior to promotion.
- POD performed a 360-degree multi-rater assessment that included an emotional intelligence survey and a coaching programme. This required feedback on the employee’s performance in relation to seven emotional intelligence dimensions, which relate to an individual’s ability to perceive and understand their own emotions and those of others in the context of the workplace.
- Feedback came from the employee herself, her manager, her peers and direct reports. The feedback was discussed with the employee in the first coaching session. There were some areas in which her responses closely matched and other areas where there was huge disparity between her responses and those of the other raters. The responses led to considerable discussion relating to why particular responses would have seemed likely. It became evident that there were three areas that required significant improvement.
- Over the following months POD worked through a workbook of activities during coaching sessions that specifically addressed those emotional intelligence dimensions. Without doubt, some of the activities pushed the employee outside of her comfort zone, but the progress was immense and achieved over a relatively short period.
Outcomes: POD was able to help the company retain an employee who had good technical skills and the potential to develop further in the business. The employee’s interpersonal effectiveness increased, productivity and performance improved and her overall leadership capability was expanded.
The employee soon achieved her promotion and successfully demonstrated that she was capable of understanding her emotions and how they influence others. She also demonstrated an understanding of the emotions of others and how she could use this to benefit her working relationships.
- Improved productivity and performance from the employee
- The employee’s increased interpersonal effectiveness
- Greater leadership capability
- Improved teamwork and working relationships
- Increased job satisfaction and motivation
- Retention of an employee who had good technical skills and the potential to develop further in the business