Coaching Case Study

A North Carolina healthcare organization with 13,000 employees, needed help with organization building and retention. Beverly Bradstock designed a solution and delivered results using focus groups, classes based on emotional intelligence principles, 360° feedback, and coaching.

Turnover and retention issues with the healthcare system’s Registered Nurses were literally costing the organization millions of dollars. They estimated that, system wide, for every percent they could reduce turnover the organization could save $1.5 million annually. Beverly was challenged to reduce RN turnover by 20% annualized in selected pilot departments.

She recognized that leadership skills and emotional intelligence are key factors in retaining employees. As such, she designed a pilot program for hospital departments that had consistently high turnover in each of its four locations. Recognizing that people join an organization for the job and often leave because of the manager, the first part of the program consisted of focus groups with Staff Nurses to better understand what would cause them to resign as well as what environmental factors encouraged them to remain.

The second component was a 360° survey that was directed toward emotional intelligence issues. The third part consisted of three classes; first on Emotional Intelligence; second, Managerial Styles; and third, reading and interpreting 360° feedback. Each member of the team, a total of 30 people in the pilot program, was assigned a coach and received 6 hours of individual coaching. The program included team coaching sessions as well.

Although initially everyone was expected to participate in the individual coaching, as it turned out, the pilot included a group that did not participate in the individual coaching and a larger group that did. The 360° assessment tool was administered to both groups prior to coaching and at the conclusion of coaching. Results were dramatic.

The majority of those that participated in the individual coaching showed a marked improvement in the final 360° results. Those who did not experience the individual coaching, showed significantly less improvement.

Additionally, turnover was reduced by 50% in the pilot departments. Qualitatively, the nursing staff is happier and working more effectively as a team. Leadership skills and emotional intelligence have been enhanced. Participants strongly agreed that the program was valuable to them both personally and in their leadership ability.

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5 Things Your Coach Needs To Know About Working With You

Coaching is a bi-directional process. What does that mean? Simply that the most effective coaching process goes in both directions: from the coach to the candidate and from the candidate to the coach. You need to know a number of key items about your coach, but for your coaching experience to achieve its greatest value, your coach needs to know some key things about you.

Coaching is not about one person imparting pearls of wisdom to another person. It is about establishing a relationship with each other that leads to openness and trust. There are 5 keys to this:

#1. What is your story? The first step is for your coach to truly understand how you have gotten where you are. That involves revealing your story—the start of your career through today. This provides critical perspective to your coach’s understanding of who YOU are right now.

#2. Who were the key people in your career development? This information helps your coach see the decision points in your path and who was there with you when you made them. Over time, these individuals make up a kind of who’s who of your life.

#3. What have been your greatest successes? Your successes are much more important to your ongoing development than your failures. Your successes demonstrate where you have applied your best wisdom, your keenest insights, your most helpful partnering with others. Above all, focusing on your success will help you build your confidence for future successes.

#4. What have you left behind? All of us make decisions that involve leaving other people and places behind. This is a crucial part of growth for most business professionals. Recognizing the parts you have left behind can help your coach understand what might be holding you back.

#5. Where is There? Setting goals is a key component in any coaching process, so having a clear idea of where you want to go is crucial. Looking into the future, pointing at that goal and saying “In the next two years I want to be there” is helpful only if we really know what there looks like.

Making certain that your coach knows these 5 things about you will help ensure a truly satisfying and successful coaching engagement.