Client is a Senior Manager in IT Service Delivery at a global professional services company. Of Indian background he had been working in the Australian business for 8 years. Described by his leadership as “ridiculously clever and technically genius” he was seen to have the potential to be a “true powerhouse if he could be polished up”. Client held a senior client facing role however he was losing respect and confidence as his communication style was monotonous and long-winded and his messages were not clear.
Coaching Approach
Over a six-month engagement period we had nine coaching sessions, including two triangular sessions including both his direct manager and his career counsellor. We analysed his natural communication style and worked on structure and delivery, especially the use of pauses and asking clarifying questions of the audience. We also employed The Leadership Circle 360 assessment which indicated some higher controlling and complying tendencies as well as the opportunity to increase “courageous authenticity”. We worked on sharing more of himself at work and overcoming a fear of failure through preparation and feedback.
Outcomes
At the end of the engagement the client and his key stakeholders noticed good progress in his performance. His manager observed he was taking more time to prepare for meetings, people wanted to hear from him, he was owning client relationships and he had stopped having to provide “air cover”. In his communications he had slowed down and exhibited more stillness and made more pauses. He had improved eye contact which he felt had strengthened relationships. He was more aware of the respect from his audience which had increased his confidence.
Coach Feedback
“Over the last 12 months, I was able to practice the concepts I learnt during the coaching and could see great improvement in the way people react, respond and reflect during my conversations. Richard acted like a mirror and provided honest feedback at each and every stage which helped me to get better and better. Thank you Richard, I really enjoyed the learning experience and it has created a positive impact on both personal and professional life. “
