The Power of Calibration
Kate Goldby Kate Goldby

The Power of Calibration

Evaluating a team member’s performance is what we do all the time as coaches, but how often do you evaluate your own performance?

We all accept that assessment is a critical part of our professional development. But the ability to self-assess your own performance is one of the most critical skills for leaders, especially as you continue to grow into more senior leadership roles.

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The importance of a coaching culture with Peter Grist
Kate Goldby Kate Goldby

The importance of a coaching culture with Peter Grist

To round out our coaching webinar series for 2022, we were joined by special guest, and GRIST Managing Director, Peter Grist.

With more than 20 years experience working with customer focused organisations - Peter told us of his passion for building a coaching culture and provided some amazing insight into how you can follow his lead.

It was also a rare opportunity for you to ask your burning coaching questions - and we had some great ones!

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Auscontact Service Excellence Award 2022: GRIST insights
Caitlin Ziegler Caitlin Ziegler

Auscontact Service Excellence Award 2022: GRIST insights

This webinar takes a deep-dive into the data insights from this year’s assessment of the Auscontact Service Excellence Award, including what some of our finalists and the winners did differently. The Service Excellence Award is based on GRIST’s assessment of submitted service calls, designed to objectively measure the quality of the customer service conversation based on micro-behaviours demonstrated that drive great customer outcomes.

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Tactical Coaching Masterclass: the ‘All Talk, No Action’ cycle
Kate Goldby Kate Goldby

Tactical Coaching Masterclass: the ‘All Talk, No Action’ cycle

In our ACDC tactical coaching calibration webinars, we take an in-depth look at the 20 micro-behaviours that make up the 4 phases of our ACDC Tactical Leadership model and calibrate on what they sound like when demonstrated in a real coaching conversation.

This webinar tackles a common coaching problem: the ‘All Talk, No Action’ cycle.

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How you can ensure your development strategy is also a retention strategy
Peter Grist Peter Grist

How you can ensure your development strategy is also a retention strategy

It costs on average 33% of an employee’s salary to replace them. Take this up to 50% if it’s a specialised or highly skilled role. This is why retention strategies matter. One of the key components of any retention strategy should be a development one – but how do we ensure our development strategy is working for our retention strategy?

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Why your retention strategy should focus on building a coaching culture
Peter Grist Peter Grist

Why your retention strategy should focus on building a coaching culture

It might feel like retention is all anyone is talking about at the moment. According to the Australian Bureau of Statistics, we’ve just experienced the highest job mobility rate in 10 years. Why does this matter? It costs on average 33% of an employee’s salary to replace them; and one in three hires will leave within two years. This article explores how you can use your leaders to drive development and build a coaching culture as a strategy for retention.

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Tactical Coaching Masterclass: the ‘I’m not doing that’ team member
Kate Goldby Kate Goldby

Tactical Coaching Masterclass: the ‘I’m not doing that’ team member

In our ACDC tactical coaching calibration webinars, we take an in-depth look at the 20 micro-behaviours that make up the 4 phases of our ACDC Tactical Leadership model and calibrate on what they sound like when demonstrated in a real coaching conversation.

This webinar tackles a common coaching problem: the ‘I’m not doing that’ team member.

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Tactical Coaching Masterclass: the ‘I want to but I can’t’ team member
Kate Goldby Kate Goldby

Tactical Coaching Masterclass: the ‘I want to but I can’t’ team member

In our ACDC tactical coaching calibration webinars, we take an in-depth look at the 20 micro-behaviours that make up the 4 phases of our ACDC Tactical Leadership model and calibrate on what they sound like when demonstrated in a real coaching conversation.

This webinar tackles a common coaching problem: the ‘I want to but I can’t’ team member.

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GRIST's Top 10 Sales Contact Centre Insights 2022
Caitlin Ziegler Caitlin Ziegler

GRIST's Top 10 Sales Contact Centre Insights 2022

Each year GRIST conducts the Top 10 analysis to assess the state of the sales conversation across the Australian contact centre industry and recognise those who are demonstrating an outstanding experience for their customers.

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Nothing changes! (Breaking down ACDC - Commitment)
Kate Goldby Kate Goldby

Nothing changes! (Breaking down ACDC - Commitment)

We take a deeper look at the small coaching behaviours that you have to nail to really turn the talk into the walk. The final chapter of the coaching model brings the insights and learnings from the previous phases in your session into future practice.

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Eating the elephant one bite at a time
Caitlin Ziegler Caitlin Ziegler

Eating the elephant one bite at a time

The best way to achieve change is by incremental improvements. 5 Ways to Wellbeing applies the same philosophy to wellbeing. Together, these approaches can help customer-facing teams and their leaders succeed professionally and personally.

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Humour is the best medicine
Peter Grist Peter Grist

Humour is the best medicine

Scientific research backs up the use of humour in Learning and Development to aid retention and engagement. Learn the Do’s and Don’ts and see how GRIST is using humour and micro-behaviours to deliver essential knowledge in an economical way.

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Creating a recipe for wellbeing
David McQueen David McQueen

Creating a recipe for wellbeing

GRIST’s new partnership with 5 Ways to Wellbeing provides valuable content for leaders and their teams, based on the most up-to-date research in positive psychology and intervention-based approaches to behaviour change.

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Is your people development strategy fit for purpose?
Peter Grist Peter Grist

Is your people development strategy fit for purpose?

Now before you answer this question let me provide some context. Crises have a way of accelerating trends already in motion and the COVID-19 pandemic has proven no exception. The long-term trend that sees people embark on multiple careers and many more jobs in a lifetime is only increasing as COVID reshapes the skills required for the workplace of the future.

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Powering change: Three fundamentals you need to get right
Peter Grist Peter Grist

Powering change: Three fundamentals you need to get right

You may have read the article I wrote a couple of weeks back that focused on the micro-behaviours that set the best customer-focused agents apart from the rest. A number of people commented on how insightful it was to get down to such a specific behavioural level. Still, their next question was often how do you actually embed these behaviours to deliver long term results?

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