The missing piece of the puzzle
Achieving buy-in from teams suffering “change fatigue” is hard work. This organisation embedded GRIST’s micro-behaviour approach, making it their own and achieving extraordinary results. Leaders now coach their people more effectively, and empowered teams are having higher-quality conversations with customers.
Our client wanted to shift their culture away from focusing solely on results and outcomes, towards demonstrating the right customer-facing behaviours and having the confidence that the desired outcomes will follow.
GRIST developed a bespoke, micro-behaviour framework that empowered the frontline team and encouraged them to have confident, holistic, relationship-building conversations with their customers. Bankers and their leaders attended a range of face-to-face and digital workshops, while leaders received additional support in the form of on-the-job coaching and a follow-up workshop.
GRIST also developed a program that helped leaders understand how to use the framework to diagnose the root cause of performance and coach effectively.
The 70/20/10 rule tells us that 90% of learning happens on the job. The micro-behaviour approach “turbocharged” the 70/20, providing a framework that could be applied daily to improve the quality of customer conversations.
Bankers highlighted just how easy and intuitive it was to use the framework to improve the quality of their conversations with customers. They are now driving their development by undertaking self-assessment, deliberate practice and individual goal setting.
“The workshop made me walk back into the branch and stop making assumptions. I came back and asked my leader to sit with me when talking to customers to help me work out what I’m missing and what I need to improve on. My results speak for themselves.”
Leaders commented that they saw the program as an extension of something that they were already doing, but for the first time, they had insight into the behaviours that drove specific outcomes. Leaders now coach their people more frequently and to a higher standard.
“Focusing on bite-sized chunks of the conversation makes it easier to undertake observation and coaching. It’s much more efficient – not having to listen to an entire conversation. It’s helped us achieve amazing results.”
Focus on the right customer-facing behaviours, and the desired outcomes will follow.
Client
Large bank
Approach
Test and Learn
Audience
Frontline, team leaders, and leaders of leaders
Duration
6 months training and embedding
Key learning activities
Face-to-face workshop for leaders and frontline
A disciplined execution of the operating rhythm
Deliberate practice
Skills assessment
Calibration