3. Program Objectives
The key objectives of this program are the following amongst many
other benefits:
Improving Training Performance and Retention
Improving Overall Employee Retention
Improving Attendance
Improving Wellbeing and productivity
Improving Time Management
Change Management
Improving Working Relationships – Employer / Employee Relations
Improve Communication Channels
Reduce Dysfunctional Conflict in the Workplace
Improve Employee Motivation
4. Wellness Coach Value Adds
o Facilitating ICAS sessions – following up to ensure that the
employee referred has been contacted by ICAS and the service
has been rendered
o Assistance with Financial planning
o Wellness Days organised by Wellness Coach
o Whatsapp Groups established with all new trainees
o Face to Face coaching, mentoring, counselling
o Formulation of personal action plans / Life Management Issues
o Hospital visits
o Home visits
o Wellness data analysis and feedback on trends
5. Wellness Coaching Model
Goals What do you need to achieve?
Reality What is happening now?
Options What could you do?
Will What will you do?
Tactics How and when will you do it?
Habits How will you sustain success?
Relationships
Results
Building trust
Celebrating the results
G
R
O
W
T
H
7. Process Followed Upon Problem Identification
The initial interaction occurs when the Team Leaders encounters challenges with a
particular employee.
The nature of the challenges encountered by the Team Leader varies from attitude,
motivation, poor culture fit to competence related matters.
Upon being contacted , an initial contact will be made with the concerned
Employees, who will be interviewed to understand the nature of the problem/
challenge. Suggested interventions to address the challenge will be identified and
these will be recommended through a formalised program as depicted below:
Step 1
Employee Emotional Wellbeing
Life Skills
8. Process Followed Upon Problem Identification
Goal Setting: The Coaching Program starts with a goal setting process. The Employee
gets clarity and direction about the objectives that are expected out of coaching
session. These are agreed upon by both the Coach and the Employee.
Roadmap: In this phase a plan is agreed which describes the exact steps that will be
followed to address the goals which have been set during goal setting.
Ideas: It must be noted that this is a two way learning session. In every situation
when an interaction happens: it presents both the Coach and the Employee to learn
and attempt to resolve the challenges together. This ensures that the solutions
recommended achieve a high level of ownership and buy in so that it is not perceived
to be a prescriptive approach that the Employees must adopt.
Practice: At the conclusion of every session, the best ideas become measurable
action accountabilities. The Employee will be supported to build these skills until they
become second nature.
Life Skills
Step 2
9. Process Followed Upon Problem Identification
In some cases the above model does not get followed religiously as the nature of the
challenge may warrant a less formal approach.
The above mentioned coaching process does not necessarily require that the Coach
and Employee should meet to make it happen. This can happen through telephone
calls, emails , check ins and occasional visits where this is necessary.
Those who have participated in coaching offered have expressed lots of appreciation
as the programme has not only assisted them to adapt to the workplace challenges
but has assisted them in becoming well rounded professionals who are able to
manage the workplace challenges , social and personal challenges.
Below are some of the direct benefits: Reduced Labour Turnover, Reduced
Absenteeism Rates, Reduced dysfunctional conflict in the workplace and
Improved Communication Channels.
Step 3
Life Skills
10. Employees Challenges
Below are the few challenges that are affecting employee's wellbeing
amongst others:
Chronic diseases e.g. HIV. Cancer, Bronchitis and Flu.
Family Challenges e.g. Divorce in the family, death in the family(Employees
end up being a breadwinner), abusive / dysfunctional marriages/
relationships.
Unfairly treated by Team Leaders, as a result it affects employees
negatively.
Employees collect their chronic medication e.g. ARV’s on different days of
the week and that can be a challenge if they are scheduled to work on that
day, the challenge is agents don’t want to disclose to their employer
because of the fear of being victimised.
Most employees use public transport which sometimes poses problems
especially if there’s a public transport strike, taxi violence etc
11. Coaching Challenges
High Volumes – Employees cannot always sign off for one on one
discussions due to high call volumes.
Statistics – Statistics are not always readily available making it
challenging for the coach to identify who needs coaching.
Access to Performance Data – Agencies need to request
Performance Data (e.g. Q-Ratio, productivity, compliance e.t.c)
from TM which can lead to delays depending on how busy the TM is.
Performance Reviews: Employees do not always understand what
is expected of them and how they have been performing, the
consistency of reviews and the feedback provided is critical to the
employees motivation levels. Often employees feel that they have
been performing well and do not understand why they are seen as
under performers.
12. Recommended Process
Identify bottom performers per team on a Monthly Basis
Schedule Coaching in Advance with identified employees during off
peak periods
Personal Actions Plans put in place per employee
Personal Action Plans put in place for all trainees and monitored for
the first three months.
Monthly Review Session to Review Performance and make referrals
where necessary
Document formal performance management – PIP’S
Refer to ICAS where necessary
Remove agents from the list whose performance has improved
to an acceptable level
13. Wellness Coaching Success Stories
“Coach Chris helped me so
much with Coaching
Sessions, I’m currently
permanent…Sithembiso
Mnyakeni……”
Coach I’m able to
handle things better at
work and home since
we met- Itumeleng
Mosopa
Thank you for introducing
Coach Chris- Dibuseng
Mohoto
Coach thank you for
assisting Mbali
regarding her
depression she’s doing
much better – Team
Leader Shahida
Coach thank you for the
support after I was robbed
when going to work and I
was referred to ICAS- Gift
Shilubane
