NO TIME FOR COACHING? WE HAVE!

Coaching is the most important stage of the Performance Management Process. As it is a support mechanism for Developement, it is vital to have a robust Coaching system in place prior to the commencement of any training programme. All Staff need regular Coaching to develop new and existing skills and to maintain their focus on a continuous programme of development.

We all recognise the importance of the Coaching stage but for many organisations, it is the weakest link in the process.

Here are some of the most common obstacles facing busy Managers today; do any of them sound familiar?

Redmond Douglas has the time and expertise to overcome any obstacle in your way. Your dedicated Consultant will work together with you and your team to provide innovative solutions that are appropriate for your circumstances. Options could include:

 

 

DO YOU TRAIN FOR RESULTS? WE DO!

 

At Redmond Douglas we design tailor-made training workshops that are interactive and extremely practical. Our Consultants are highly trained professionals who are adept at overcoming any objections that may arise, gaining total commitment to new performance criteria, even where there is resistance to change.

We recognise that individuals have different needs and preferred learning styles and these are taken into account in both the design and delivery of the workshop.
We believe that people learn best in an environment where they feel comfortable so the emphasis is very much on creating a relaxed and informal atmosphere, thereby making the experience enjoyable and fun!

Some examples of subjects that can be included are:

Customer service / Sales Agents

Remember that whilst Training is a vital stage in the process of Development, it's effect will be minimal unless staff have ongoing Coaching after the training. If you don't have the resources for regular Coaching, our advice would be to defer your Training Programme until you do! Alternatively, see how Redmond Douglas can help you with Coaching.

Team Leaders / Supervisors / Managers

Our programmes for Supervisory staff will provide the infrastructure of your Performance Management System. Subjects included in the workshop are:

At the end of the workshop, delegates will formulate an Action Plan enabling them to immediately support their staff with a programme of Coaching.

 

WHO CAN GIVE THE SUPPORT YOU NEED? WE CAN

Your Redmond Douglas Consultant will work with you and your Team to ensure that the Development of Staff is effective and ongoing, providing continuity, regardless of the changing circumstances within your organisation.

When key personnel are lost, your Consultant can step into the breach to provide the skills that may be lacking until a replacement is appointed.

How you utilise your Consultant's time and skills is entirely up to you. We will advise and guide you but you are always in control, choosing the option which best suits your needs and budget. Our flexibility is the key to your success!

Performance Measurement

"I don't have a problem measuring Quantity but measuring Quality is a real headache!"

One of the main reasons why some companies don't measure the Quality of their Customer Service is because they find it difficult to quantify. It's only difficult because they are trying to measure it subjectively, perhaps by rating their staff on a scale of 1-5, or defining someone's performance by categories such as poor, average, good or excellent.
Who decides which rating or category to give? And what, exactly, is being evaluated? Possibly it's how friendly and polite the Agent is, or how professional or helpful they are.
Whilst we want our staff to be all of these, would everyone's idea of what constitutes 'polite' or 'professional' be the same? Of course not! Because these measures are subjective and based on personal opinion. This is the main reason for inconsistency between monitoring by different Team Managers.

Inconsistency can also give rise to conflict when an Agent disagrees with the Team Managers' monitoring. All of this can have a dramatic effect on morale and ultimately, productivity and profitability.

The solution is simple - Standards of Performance need to be Objective and they need to measure Behaviour.

In this way, inconsistency is eliminated because all Managers use the same form of measurement for all Staff.

Whether you want to measure Customer Service or Sales, Redmond Douglas can help you to create, or adapt, Performance Standards that are Objective and that suit your business needs.

Call Analysis

Preparation for the Coaching Session is vital and monitoring the call accurately is at the core of achieving a successful outcome. A lack of time for this stage is often the reason why Coaching doesn't take place at all.

Redmond Douglas can save you time and money by completing this stage for you.

Recordings of live calls are analysed by Redmond Douglas, we then provide you with the results of each call individually (in data format); together with a set of detailed notes for use in the subsequent Coaching Session. In other words, a complete preparation service, allowing more time for your Managers to devote to Coaching.

Alternatively, you may prefer to have a combination of in-house and external analysis.
Having an external element to the Monitoring can be particularly useful when Performance is linked to salary or bonus schemes, because it is independant and impartial.

Management Reports

All of our services come with the option of a one off, or periodical report, aimed at updating senior management with details of the work carried out.
The content and frequency will reflect your particular business needs and goals, and will ultimately be determined by the services used. However, some examples of the content would be:

As well as being informative, our reports are an extremely useful aid to strategic planning. In fact, you get all the benefits of an experienced Manager, when you need them most, without the expense of a full time employee.

Presentations / Briefings

Our Consultants are experienced presenters and we are happy to attend meetings to impart information on your project to other members of your organisation. Whether you wish to gain the commitment (financial or otherwise!) of your audience, or simply give a progress update, we can help you to achieve your objectives.

Contact Redmond Douglas today to find out exactly how we can help your business develop.

 

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