Tactical Coaching Masterclass: Back-of-house coaching
In this Tactical Coaching Masterclass, we spoke Jing Chang, a Contracts Manager at VicRoads. Jing spoke of the challenges in aligning team goals and plans to her teams diverse roles, letting go of control and focus on coaching rather than directing, and, using team huddles to encourage mutual learning and calibration.
We covered how applying ACDC to back-of-house teams involves adopting a fluid approach and building confidence as a leader, and has provides valuable learnings for self-coaching and self-assessment.
Thinking small can help you drive change faster
The pace and magnitude of change coming your way might feel overwhelming. We find that focusing on small, easy-to-action steps makes the change more manageable and helps achieve the desired outcome faster; especially when coupled with deliberate practice.
The concept of ‘aggregation of marginal gains’ posits that if you keep making small improvements on a continuous basis, they will add up to a significant improvement over time. This improvement is not linear but compounds – the kind of improvement that makes a difference between good and great.
Want to see the real-life results of small changes?
At the core of all GRIST interventions are micro-behaviours. These small, specific, targeted actions enable big change when they are demonstrated well and consistently.
(Quote format) Micro-behaviours are small actions that you can see or hear; i.e. they are definable, observable, assessable, repeatable and 100% within the control of the individual. Micro-behaviours are easy for people to understand and do, easy for leaders to coach, and most importantly, designed to be predictive of performance outcomes.
Behavioural coaching is the best way to boost productivity in your back-of-house teams
Back-of-house teams play a critical role that in driving organisational success: they’re your internal engine room for getting things done and getting your products and services out there for your customer service teams to sell.
Hot Topics webinar: Future Skills
At GRIST our purpose is to help our clients simplify change and inspire learning, so for our first Hot Topics webinar GRIST Managing Director, Peter Grist and Innovations & Insights Manager, Stacey Makshakova looked at Future Skills. Looking at what’s driving the change, what skills are absolutely necessary for the future workforce of Australia and, how you and your organisation can be best equipped to embrace the change and thrive.
Future-proof your skills #3: leadership skills
In the third ‘Future-proofing your skills’ series post, we look deeper at the trend towards communication and collaboration as essential future skills; but additionally, how leadership skills will become critical. Harnessing leadership skills can help drive the adoption of automation within organisations; and the lack of leadership capability is a significant barrier to achieving success in digital transformation and innovation.
Future-proof your skills #2: persuasion and problem-solving
In our second post of our ‘Future-proofing your skills’ series, we explore what’s driving the change, look at how to recession-proof your skills, and dig further into what skills are absolutely necessary for the future workforce of Australia.
Future-proof your skills #1: an overview of the future of work
With all the buzz around AI and ChatGPT, no doubt you’ve considered how technology is going to affect the future of your work. In this post, our first in our ‘Future-proofing your skills’ series, we look at an overview of what skills will be in demand in the future.
Tactical Coaching Masterclass: Coaching on the go
In this Tactical Coaching Masterclass, we spoke with nib Travel Master Coach, Tegan Judge, about how she utilises short, target coaching sessions throughout her day to get the most out of her team despite their time pressures.
Practice makes perfect – but how much is enough?
In our last post we looked at deliberate practice and why the quality of practice matters. Now to the big, hairy question – how much practice is enough?
Practice makes perfect – but is all practice created equal?
In our last coaching webinar we talked a lot about practice and application. Not many would argue with the value of practice but two questions did come up – is all practice of equal value? And, what kind of practice is the most effective?
Tactical Coaching Masterclass: The Seinfeld Method
In this Tactical Coaching Masterclass, we look at Jerry Seinfeld's simple but effective key to success: focusing on maintaining his chain of writing every day, he was able to consistently produce quality work and avoid procrastination. David McQueen spoke about how choosing a simple, meaningful task and focusing on maintaining your chain, you too can build a habit of consistency and avoid procrastination.
Small actions, big outcomes: 5 micro-behaviours to boost productivity and motivation
As we have previously discussed, the Seinfeld Strategy and the Progress Principle are both powerful tools for achieving success and avoiding procrastination. But how can leaders use these strategies to help their teams succeed and achieve their goals?
The Progress Principle
In a previous blog post, we discussed the Seinfeld Strategy and how it can help you beat procrastination and maintain consistency in achieving your goals. Today, we'll take a closer look at another effective approach to productivity and goal attainment: the Progress Principle.
The Seinfeld Strategy: beat procrastination
Jerry Seinfeld is widely regarded as one of the most successful comedians of all time, with a career that includes numerous awards, high earnings, and critical acclaim. But what sets Seinfeld apart from other successful performers is the remarkable consistency he has maintained throughout his career. Show after show, year after year, Seinfeld has produced at a level that most of us can only dream of achieving.
So, what strategies does Seinfeld use to beat procrastination and maintain his consistency? The answer may surprise you: it's the simple act of creating and maintaining a chain.
The easy way to improve your habits at work
Have you ever thought about how analysing your conversations can make a big difference on the results you get at work? Have you tried to to make big sweeping changes only to be overwhelmed by the change? Improving habits at work doesn’t have to be difficult. Here are three easy steps to help you improve your habits to get the results you want.
How to make humour your learning superpower
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.
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.
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!
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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November 2024
- Nov 6, 2024 Beyond metrics: building a data-literate contact centre culture for future success Nov 6, 2024
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October 2024
- Oct 16, 2024 Unlocking leadership agility: practical pathways for developing adaptive leaders Oct 16, 2024
- Oct 10, 2024 Better pathways for leadership development: Building agile leaders through deliberate practice Oct 10, 2024
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July 2024
- Jul 22, 2024 The Power of Coachability Jul 22, 2024
- Jul 16, 2024 The future of work: continuous learning Jul 16, 2024
- Jul 16, 2024 The future of work: How to future-proof the skills in your organisation Jul 16, 2024
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May 2024
- May 27, 2024 How to Talk to Customers Who Are Struggling May 27, 2024
- May 15, 2024 Embracing AI at GRIST May 15, 2024
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April 2024
- Apr 24, 2024 GRIST April conference in the Blue Mountains Apr 24, 2024
- Apr 22, 2024 Navigating Tomorrow: AI's Role in Future Skills Development Apr 22, 2024
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March 2024
- Mar 27, 2024 Coaching reinvented: the AI edge in leadership Mar 27, 2024
- Mar 21, 2024 Ethical AI in Learning, and Change Management: A GRIST Guide Mar 21, 2024
- Mar 18, 2024 Ethical AI in Learning and Change Management: GRIST's Commitment Mar 18, 2024
- Mar 7, 2024 Masterclass webinar: Introducing BON, the GRIST coachbot Mar 7, 2024
- Mar 4, 2024 Meet BON: Your AI-Powered Coach for Enhanced Leadership Development Mar 4, 2024
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February 2024
- Feb 27, 2024 Unleashing Hidden Potential: Insights from Adam Grant live in Melbourne & Sydney Feb 27, 2024
- Feb 24, 2024 Mastering Contact Centre Compliance: Essential Strategies Feb 24, 2024
- Feb 22, 2024 The future of work: How to future-proof the skills in your organisation Feb 22, 2024
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January 2024
- Jan 10, 2024 Insights from the 2023 Auscontact & GRIST Service Excellence and Sales Excellence Awards Jan 10, 2024
- Jan 9, 2024 A recap of our 2023 coaching masterclasses to help you set your 2024 coaching intentions Jan 9, 2024
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December 2023
- Dec 12, 2023 GRIST Masterclass End of 2023 wrap Dec 12, 2023
- Dec 5, 2023 Insights from the Auscontact & GRIST Service Excellence and Sales Excellence Award 2023 Dec 5, 2023
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November 2023
- Nov 23, 2023 Auscontact National Awards night 2023 Nov 23, 2023
- Nov 9, 2023 Contact centres: why developing your agents NOW can address customer challenges of the future Nov 9, 2023
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October 2023
- Oct 31, 2023 Why the 70:20:10 learning model is a game-changer Oct 31, 2023
- Oct 30, 2023 Navigating the complexity of contact centre compliance Oct 30, 2023
- Oct 23, 2023 Revolutionising learning through the 70:20:10 model Oct 23, 2023
- Oct 17, 2023 Unlocking the Full Potential of L&D: The Trusted Advisor Model Oct 17, 2023
- Oct 12, 2023 Consulting Skills Masterclass Oct 12, 2023
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September 2023
- Sep 15, 2023 James Clear ‘Atomic Habits’ event: Melbourne, Sydney, Auckland Sep 15, 2023
- Sep 7, 2023 How change management consultants can get ONBOARD and run effective, sustainable change Sep 7, 2023
- Sep 1, 2023 Looking for a new approach to change? This is how we do it Sep 1, 2023
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August 2023
- Aug 23, 2023 GRIST August conference in the Yarra Valley Aug 23, 2023
- Aug 19, 2023 Unhelpful beliefs: what they are and how to coach to them Aug 19, 2023
- Aug 19, 2023 How do you know when to coach to mindset, and how do you do it? Aug 19, 2023
- Aug 19, 2023 Why a positive mindset matters to performance and how to create it with your team Aug 19, 2023
- Aug 14, 2023 Tactical Coaching Masterclass: Mindset Aug 14, 2023
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July 2023
- Jul 18, 2023 Want to see rapid behavioural change in your organisation? Here’s how. Jul 18, 2023
- Jul 18, 2023 What the ‘Life. Be In It.’ campaign can teach you about large-scale behaviour change Jul 18, 2023
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June 2023
- Jun 29, 2023 Bringing back-office coaching front of mind Jun 29, 2023
- Jun 15, 2023 Tactical Coaching Masterclass: Back-of-house coaching Jun 15, 2023
- Jun 7, 2023 Thinking small can help you drive change faster Jun 7, 2023
- Jun 7, 2023 Want to see the real-life results of small changes? Jun 7, 2023
- Jun 5, 2023 Behavioural coaching is the best way to boost productivity in your back-of-house teams Jun 5, 2023
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May 2023
- May 17, 2023 Hot Topics webinar: Future Skills May 17, 2023
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April 2023
- Apr 26, 2023 Future-proof your skills #3: leadership skills Apr 26, 2023
- Apr 26, 2023 Future-proof your skills #2: persuasion and problem-solving Apr 26, 2023
- Apr 26, 2023 Future-proof your skills #1: an overview of the future of work Apr 26, 2023
- Apr 4, 2023 Tactical Coaching Masterclass: Coaching on the go Apr 4, 2023
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March 2023
- Mar 28, 2023 Practice makes perfect – but how much is enough? Mar 28, 2023
- Mar 28, 2023 Practice makes perfect – but is all practice created equal? Mar 28, 2023
- Mar 9, 2023 Tactical Coaching Masterclass: The Seinfeld Method Mar 9, 2023
- Mar 2, 2023 Small actions, big outcomes: 5 micro-behaviours to boost productivity and motivation Mar 2, 2023
- Mar 2, 2023 The Progress Principle Mar 2, 2023
- Mar 1, 2023 The Seinfeld Strategy: beat procrastination Mar 1, 2023
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February 2023
- Feb 16, 2023 The easy way to improve your habits at work Feb 16, 2023
- Feb 13, 2023 How to make humour your learning superpower Feb 13, 2023
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January 2023
- Jan 16, 2023 The Power of Calibration Jan 16, 2023
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December 2022
- Dec 15, 2022 The importance of a coaching culture with Peter Grist Dec 15, 2022
- Dec 12, 2022 Auscontact Service Excellence Award 2022: GRIST insights Dec 12, 2022
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October 2022
- Oct 31, 2022 Tactical Coaching Masterclass: the ‘All Talk, No Action’ cycle Oct 31, 2022
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September 2022
- Sep 21, 2022 How you can ensure your development strategy is also a retention strategy Sep 21, 2022
- Sep 21, 2022 Why your retention strategy should focus on building a coaching culture Sep 21, 2022
- Sep 15, 2022 Tactical Coaching Masterclass: the ‘I’m not doing that’ team member Sep 15, 2022
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August 2022
- Aug 10, 2022 Tactical Coaching Masterclass: the ‘I want to but I can’t’ team member Aug 10, 2022
- Aug 4, 2022 GRIST's Top 10 Sales Contact Centre Insights 2022 Aug 4, 2022
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April 2022
- Apr 1, 2022 The coaching puzzle solved! (Breaking down ACDC - Piecing it all together) Apr 1, 2022
- Apr 1, 2022 Nothing changes! (Breaking down ACDC - Commitment) Apr 1, 2022
- Apr 1, 2022 Do they know what I mean? (Breaking down ACDC - Desired State) Apr 1, 2022
- Apr 1, 2022 Struggling with the storyline? (Breaking down ACDC - Current State) Apr 1, 2022
- Apr 1, 2022 Lost your coaching compass? (Breaking down ACDC - Agenda) Apr 1, 2022
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February 2021
- Feb 2, 2021 Eating the elephant one bite at a time Feb 2, 2021
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January 2021
- Jan 20, 2021 How humour helped us through 2020 & uncovered a new direction Jan 20, 2021
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December 2020
- Dec 15, 2020 Humour is the best medicine Dec 15, 2020
- Dec 10, 2020 Creating a recipe for wellbeing Dec 10, 2020
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September 2020
- Sep 7, 2020 Is your people development strategy fit for purpose? Sep 7, 2020
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August 2020
- Aug 13, 2020 Powering change: Three fundamentals you need to get right Aug 13, 2020
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July 2020
- Jul 23, 2020 What separates the best from the rest? Jul 23, 2020
- Jul 13, 2020 Will productivity and performance be maintained when working from home becomes business as usual? Jul 13, 2020
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June 2020
- Jun 15, 2020 GRIST's Top 10 Sales Contact Centre Insights 2020 Jun 15, 2020
- Jun 15, 2020 Summarise Key Information: the value of being understood Jun 15, 2020
- Jun 15, 2020 Open Features Questions: personalising efficiency Jun 15, 2020
- Jun 15, 2020 Benefits and Attributes: letting the customer know how you will help them Jun 15, 2020
- Jun 15, 2020 Expand on Why: having empathetic customer conversations Jun 15, 2020
- Jun 15, 2020 Understand the Why: demonstrating empathy Jun 15, 2020
- Jun 15, 2020 Empathise and Enthuse: improve customer experience with empathy Jun 15, 2020
- Jun 1, 2020 Behavioural training program drives business outcomes and wins LearnX award Jun 1, 2020
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May 2020
- May 22, 2020 NPS: The holy grail or Emperor’s new clothes? May 22, 2020
- May 21, 2020 5 behaviours everyone can improve May 21, 2020
- May 20, 2020 So, you want to deliver a world-class customer experience… May 20, 2020
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April 2020
- Apr 29, 2020 Why QA doesn’t work and what to do about it Apr 29, 2020