Management Development

Our client found themselves in the position of having inexperienced management and under performing teams. This lack of management capability was stopping the organisation from implementing the next big step in their business strategy. The under performance was impacting their customer experience and allowing the competition to gain market share.

Working one-on-one with the managers, bubble tailor made development programmes that were flexible and could be adapted as circumstances changed. Building great rapport and a coaching relationship with each manager, bubble was able to have honest, meaningful conversations getting to route causes and helping drive lasting behaviour change.

Supporting recommendations included new performance management processes, objective setting that linked more to strategic and department objectives, role changes, creation of role opportunities, business exits, recruitment support, improvements to communication channels and change management training.

The benefits to the organisation were a consistent approach to performance, clear structures, promotions and succession paths, capable and reflective managers, performing teams and an increase in clients due to a coherent positively memorable customer experience.

HR Strategy Design and Implementation

The client was a growing small business with just over 250 employees. Growth was predicted to take them over 500 employees within 12 months and they found themselves needing more formal people practices. These practices were also needed to support an aim to improve sales performance and develop a coaching culture.

Sponsored and supported by the senior leadership team, a holistic approach was adopted. This included a tailor-made competency framework, a comprehensive review of role profiles, the set up of monthly review meetings and annual appraisals, and a review of the reward structure. These changes were embedded through one-on-one management coaching.

Embedding coaching as part of the daily routine and not just a monthly isolated intervention was also key. Coaching started to be seen in everyday conversations, monthly themed coaching and sales incentives, and performance management practices. Making coaching and its uses meaningful and purposeful, managers bought into the process and were able to drive cultural change. Coaching became “ the way things are done around here”.

The benefits to the organisation were an increase in sales, retention of quality employees and the creation of new opportunities through restructuring and exits. Ultimately the growth targets for the organisation were met a suitable blue chip purchaser for the business was found. The sale and integration of the two organisations was made far easier for the existence of the newly implemented people practices.

Performance Management

The client had implemented several different versions of their appraisal process and associated forms. Employee resistance was high.

It was clear that managers and employees understood the appraisal process. However, what they did not understand was the purpose of the process and how to go beyond it, to derive the real meaning and benefit for themselves and the organisation.

The solution involved facilitating a group session so that the managers could redesign the appraisal documentation, ensuring essential culture fit and buy-in. This was followed by one-on-one coaching for managers and training workshops for employees on preparing for an appraisal.

The benefits to the organisation were more robust performance management practices with more appropriate levels of recognition going to high performers and support being offered to those needing to improve. Objectives became more aligned to local and organisation needs with employees feeling more motivated as they recognised how their roles delivered against the bigger picture that was the organisation’s strategy.

Sales Training

Following the introduction of regulation, the client’s sales of insurance related products had fallen from an average of over 60% to less then 30% of loans completed. Working with a selection of the client’s top sales people, the scripts in use were modified and a series of workshops held with the telephone agents to improve their sales skills and build their confidence in what could and could not be said in the regulated environment. Coaching support was also provided to the sales team leaders so that they could continue to coach their team members as part of their ongoing performance management activities.

There was no expectation that insurance sales would get back up to their pre-regulation levels but as a result of these interventions penetration levels did recover to an average of just over 45% making a significant difference to bottom-line profitability.

Presentation Skills

The client wanted to improve the quality of its middle and senior management presentation skills as part of programme of developing its communications strategy. Working with small groups a 2-day workshop was designed and delivered utilising a mixture of theory and practice. Highly interactive, the participants built their confidence through the design and delivery of presentations relevant to their roles and for a variety of situations from team meetings to board presentations, from sharing monthly sales results to communicating the organisation strategy.

Feedback following the workshops was universally positive with comments demonstrating increased confidence, improved 2-way communication and more variety in the use of communication methods.

Personal Effectiveness and Goal Setting

The client wanted to allow its employees to explore ways of improving their personal effectiveness whereby increased confidence and happiness derive from increased levels of self-awareness and personal achievement.

Working with groups of 8 participants, a 12-month programme was developed with the first workshop being a half-day review of successes and disappointments, beliefs and values. Discussions were not restricted to work effectiveness with all aspects of the participants lives open for review. At the end of this first workshop the participants set goals and listed actions to be carried out over the coming days and weeks. Having buddied up, regular reviews were scheduled between participants and follow-up workshops scheduled on a quarterly basis.

Results included the achievement of promotions, improved health, diets and fitness, new hobbies, reduced stress, improved self-confidence and reduced worry and anxiety. Overall participants reported improvements in their sense of work-life balance and saw the provision of this type of intervention as a
valuable employer-provided benefit.