Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XX, Issue 5

Date: May 1, 2009 - To Coach or Not to Coach

In light of all that is in the media--which is either negative or fear based--it’s not easy to shift your perception.  That is not to say that there isn’t reality in some of what’s being reported.  Scams, layoffs, bankruptcies, and companies, pensions, bonuses, even people who used to be count-on-able seem to be no longer.

What I see as happening is people are in ‘frozen mode’ not making any changes, no investment in yourself.   

With all the uncertainty out there, there is someone who is count-on-able and that is you.  And when this time in our history passes—which it will—you (and I) will still be here and who we are and how we handle ourselves will get us through. 

I believe this is the time to take great care of yourself, of your teams, your co-workers, your peers, your customers, and your family.

And one certain count-on-able way is to hire a coach, someone who is your mentor, your cheer leader, who pushes you out of your comfort zone and supports you in reaching or surpassing your goals. 

Here are some of the results of the Landmark ICF Global Coaching Client Study Released 2009

 96.2 % of coaching clients report they would repeat their coaching experience.

 82.7 % of coaching clients report they are "very satisfied" with their coaching experience.

The top three motivations for obtaining coaching are:

1)  40.9%  Self-esteem/Self-confidence

2)  35.6%  Work/Life Balance

3)  26.8% Career Opportunities

Demographics include: 

      35.9% between 36 and 45 years old

      65% are female

      The duration for the average coaching relationship for survey participants was 12.8 months.

      More male dominated than female

      At the corporate level there needs to be a beginning and an end, i.e., 10 sessions at a time

      upper level management - ongoing

 The purposes of coaching to my way of thinking include, but are not limited to:

      Establish Goals

      Determine Obstacles

      Create Priorities

      Identify Challenges

      Internal/External Expectations

      Generate Boundaries

      Articulate Communication

      Influence/Empower Others

In business applications, benefits recorded in a study conducted by Manchester Inc reflect:

Tangible Business Impacts

53%      Productivity
48%      Quality
48%      Organizational Strength
39%      Customer Service
34%      Reduced Complaints
22%      Bottom Line Profitability
12%      Reduced Turnover

I think it bears repeating that these are tangible, measurable, results as reported by executives.

Again, when you take great care of your people, they take great care of your customers.


2009 Human Technologies Global, Inc. All rights reserved.

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