Organisations that have embedded operational coaching have shown dramatic increases in engagement, productivity and performance.
Article: Why the Grow Model is Groaning
Click play to watch our MD, Dominic Ashley-Timms, talk about what Operational Coaching involves
This will definitely be beneficial to our organisation. It has come in at the right time in my career and is an immediate realisation that things can be done differently and that there is always a way forward."
KPI results improved significantly in my store where I was Deputy Manager, most noticeably around Customer Service and Colleague Engagement. I was promoted this year to Store Manager as a result!"
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A Background to Operational Coaching
After several years of research and development, Notion’s STAR® model, designed in collaboration with a team of world class Coaches, became the first ‘Operational Coaching’ model designed solely to help managers to change their habitual management style to embrace more of an ‘enquiry-led approach’.
Unlike other coaching models (including GROW) that favour a traditional coaching setting and focus on the coachee alone, STAR® focuses on the Manager’s actions and encourages them to change how they behave and respond in everyday operational settings, enabling them to use more of a ‘coaching approach’ more of the time.
The STAR® model provides the framework for an alternative way of thinking that helps to re-programme unhelpful management responses and revolutionises the way that people engage with each other. The resultant commercial outcomes can be remarkable and provide the reward needed to reinforce the new behaviour.
Already used within programmes for FTSE organisations, the STAR® model has successfully improved engagement, performance and productivity and has repeatedly demonstrated its ability to generate up to 100x ROI in the early stages of rolling out these skills.
What is Operational Coaching?
- It happens in the moment
- It is quick and can form a natural part of everyday conversations
A typical Executive Coaching session will follow a formal structure, guided towards an outcome for the individual being ‘coached’. Operational coaching is more natural. It could occur in a chance encounter and it could take as little as 30 seconds. Operational coaching conversations can sometimes be exactly one question long! By purposefully using an ‘enquiry-led approach’ the Manager creates an opportunity to engage with the person that they’re speaking with in a different way, pulling from them different, often unexpected and perhaps unique insights and ideas.
- It focuses on ‘matter-at-hand’ outcomes
When using the STAR® model, Managers quickly discover that the people they work with have genuinely creative ideas and solutions that can generate even better results in the immediate situation being addressed. This releases Managers from the pressure of always having to have the answers and gives them the capacity to relate to others in a new and more engaging way.
Notion analysed 500 coaching conversations that took place within a single organisational client and found that 76% were related directly to the immediate business situation: technical issues, cost savings, increased revenue and improving operations.
This demonstrates clearly the link that operational coaching conversations can have to commercial results.