Client case study – Creating a coaching culture, Enfield Council

The Challenge

case studyEnfield Council is on a mission to transform the way it delivers services because the way people transact in the wider world has changed. Transforming the way people work at the Council was at the heart of the challenge for Head of Organisational Learning & Development, Jo Clemente. Jo talked to us about three key shifts she wanted to make:

  • Colleagues working more independently and make decisions
  • Colleagues being more curious in order to make changes
  • Line managers encouraging and developing staff to find their own solutions.

Coaching Triads

The Solution

The Solution

Enfield Borough Council’s Head of Organisational Development, Jo Clemente, approached The Talent Keeper Specialists to develop a day’s immersion in coaching for line managers that would:

  • Challenge the idea that a directive style of leadership gets the best results.
  • Explain the purpose of coaching conversations and the benefits for team members, line managers and customers.
  • Introduce essential skills and provide a safe place to experiment with them.
  • Provide an opportunity to see coaching in action, be coached and be a coach.
  • Leave participants feeling energised about using the coaching skills outside the training room.

The Outcome

35 Council employees took part in the pilots (and not just the eager beavers who usually put their hands up to be involved) and at the end of the sessions:

  • 100% of participants agreed the content was relevant to them
  • 100% felt actively involved and that they would make use of what they had learned
  • 100% said they would recommend the course to their colleagues.

Along with positive anecdotal feedback these metrics provided a good case for the Council commentto add the course to their broader suite of learning offerings. All managers now have an objective in their PDPs around demonstrating their commitment to moving the Council towards a coaching culture. Attending the course has been a positive starting point for 140 mangers to date:

  • “It provided me with so much more than I thought it would. The most enjoyable and beneficial training I have done in a long time.”
  • “I have already identified specific action points that I want to share and work on with my team.”
  • “I thought the course was presented by a knowledgeable trainer who made the content very relevant to our requirements.”
  • “I found it fascinating to see the difference it made to people when someone takes the time to listen to them. The practice sessions following the learning were really useful.”
  • “A refreshing and most welcome course. Clearly explained and useful to individuals in the workplace. I stayed engaged all day.”

Sustaining the learning

After the day’s immersion participants are invited to attend two “let’s talk coaching” action learning sets, spaced four weeks apart to sustain the learning. It’s a safe space to practice skills, help each other and continue the coaching activity and the aim is that the groups become self-sustaining.

Enfield Borough Council’s Feedback

“The training from Jessica has been extremely well received and were always client_viewoversubscribed.  Mangers have enjoyed learning a new skills and the organization will benefit from the coaching approach to work.  The action learning sets have also been very successful and helped to embed the learning and enable manages to practice their skills in a safe environment.  We are just starting to see the changes, with managers being more confident to use the skills they have learnt and really believing that coaching is the way to help with the huge changes in the council.” Jo Clemente, Head of Organisational Development, Enfield Borough Council.



Thanks to Jo Clemente and Kathryn Lammas from Enfield Borough Council for this case study

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