With new technology deployed in Customer Service, giving greater performance insight. United utilities wanted to ensure its Team Leaders had the skills & confidence to turn Data into conversations & Conversations into better performance.
United Utilities didn’t simply need managers who could understand performance data.
They needed managers who knew what to do with it.
United utilities didn’t need an off the shelf management course
They needed something built around their unique people, challenges, industry, technology
So we listened, got under the bonnet and really understood the challenges and then set to work.
We created a highly practical development programme focussed on Team Leaders turning performance insight into accountability.
As managers all had different levels of experience, and were at different points on the change curve, we held 1-to-1 coaching sessions to embed the learning and help the team work through their own personal challenges.
We worked on:
But knowing and doing are two different things so we built in:
This combination of
Learn – Apply- Observe – Reflect – Try again
Meant that development hasn’t stopped
It’s become part of how Senior Managers coach and manage Team Leaders.
The biggest change?
CONFIDENCE
United utilities described the programme as giving their Team Leaders
“A real injection of confidence and new found empowerment”
Managers and their Leaders have been better equipped to have conversations that make a difference, clearer about what good performance management looks like, more confidence in tackling challenging situations with practical tools they could use immediately.